SUMMARY

• I am an IT professional with excellent oral, written and communication skills. I am efficient in reviewing and editing technical documents and have excellent time management skills. I am looking t o secure opportunities related to my past and present work experience and training which offers a chance for advancement.
• I am looking to complement the business with my can do attitude and take initiative style to ensure the business succeeds. Current clearance obtained is a Public Trust Security Clearance.
• Managed cross - functional teams with an emphasis on improving process implementation and trouble-shooting techniques.
• SME (Subject Matter Expert) for ILEC administration activities focusing on new orders.
• Facilitated the development, documentation and implementation of performance and attendance management and productivity using workflow manager.
• Responsible for effectively identifying potential problems and taking proactive measures to minimize loss of revenue and productivity.
• Oversee the planning, scheduling, development, testing, approval, implementation and execution of projects.
• Thorough knowledge of T1, T3, Frame Relay, Provisioning, Siebel, JIRA, Remedy, Sharepoint, IVR functions, Adobe Acrobat Pro, Microsoft Suite (Visio, Project, Word, Excel, PowerPoint, Access), HTML, SQL, JavaScript, WebInspect, Granite, SnagIt, ThreatConnect.

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

IT Cyber Security Technical Writer

Responsibilities:

• Work with internal teams to obtain an in-depth understanding of the process and the documentation requirements
• Analyze existing and potential content, focusing on reuse and single-sourcing opportunities.
• Create and maintain the information architecture.
• Conduct web security assessments and analyzes results.
• Prepare reports for system owners concerning vulnerability findings.
• Responsible for the documentation of the Data and Voice Network Infrastructure
• Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience.
• Write easy-to-understand user interface text, online help and developer guides.
• Create tutorials to help end-users use a variety of applications.
• Gather information needed to create test plans, SOPs, user guides, organizational charts and job descriptions, continuity and playbooks using MS Word, MS Visio and Adobe Acrobat Pro.
• Provide input to Congressional inquiries, Department responses and write Bulletins, Alerts and Press Releases.
• Responsible for gathering the appropriate information from the process owner and associated stakeholders.
• Document information using Microsoft Word or Visio; managing a project plan.
• Write document(s) from scratch or update/revise existing document(s) and develop a file structure in SharePoint.
• Use photographs, drawings, diagrams, animation, and charts that increase users’ understanding.
• Select appropriate medium for message or audience, such as manuals or online videos.
• Standardize content across platforms and media.
• Write clear and concise policies and procedures.
• Submit copies to managers for feedback then release the document following final approval.
• Adjust copy as necessary and proofread for grammar and spelling.

Confidential, Atlanta, GA

Technical Writer

Responsibilities:

• Senior Technical Writer
• Serves on the Cox Event Engineering governance committee.
• Responsible for effective monitoring and alarm definitions for new and legacy products.
• Proofread and edited new and existing documents as required to ensure they contained consistent and clear information.
• Also checked documents grammatical errors and made sure the text was well written and complete.
• Responsible for alarm enrichment ensuring the quality of alarms and relevant information presented to NTOC/SOC personnel allowing them to make quick informed decisions around resolution.
• Responsible for alarm noise reduction by identifying the volume of alarms that are determined to be irrelevant to the resolution process and makes determinations to retire such alarms.
• Maintains alignment with business partners such as Engineering, TSD, NMI, NTOC, SOC, Tier 4, Change Management, and Operations and transforms input into highly efficient and effective processes for all legacy and new products.
• Successfully manages new and legacy projects through the Event Engineering process.
• Develops Cox Event Engineering KPIs and Scorecard to measure effectiveness.
• Provides effective documentation and policies (M&Ps, ticketing guidance, requirements).
• Provides alarm trending and analysis.
• Understands the implications of emerging technologies in terms of service assurance.
• Understands the technical implications between alarm conditions and resolution paths.
• Understands monitoring tools (Netcool, Maddog, Sitescope, etc.).
• Understands the ticketing process (Remedy).

Confidential, Atlanta, GA

Senior Technical Manager / Writer

Responsibilities:

• Drive development of business processes and information flow requirements.
• Perform evaluation of departmental processes and personnel, document issues, and ensure all administrative tasks are accomplished.
• Write technical documents with content on the use of different technical pieces of equipment, computer systems, operating systems, software applications, etc.
• Ensure technical verbiage is easy to understand by all users by writing in simple language.
• Documents written have clear and concise policies and procedures and are proofread for grammar and spelling.
• Reviews existing written technical documents and makes changes / updates to them as required to ensure they contain the most current information.
• Conduct extensive research before writing the content by speaking to the specific team members in order to understand various technical details about certain technical subjects.
• Documents created include SOWs, User Manuals, Run Books, Manuals, Presentations, Tutorials, etc. and also includes documentation of the Data and Voice Network Infrastructure using MS Word, MS Excel and MS Visio.

Confidential, Atlanta, GA

Technical Manager / Writer

Responsibilities:

• Designated Technical Writer for the Circuit Delivery team for all process and procedure documents.
• Maintained all documentation and run books for Service Delivery department including the documentation of the Data and Voice Network Infrastructure using MS Word, MS Excel and MS Visio.
• Validated and corrected information contained in Granite and worked with the appropriate individuals to eliminate the repeat of discrepancies.
• Managed Cisco Manager System with Unity Voicemail via Automatic Call Distribution (ACD).
• Provided leadership and direction to the Circuit Delivery team to ensure a successful preinstall experience.
• Managed the customer’s CPE installation process.
• Managed the testing and troubleshooting process for customer circuits up to 24 hours after activation.
• Managed the trouble ticket email queue to ensure a prompt response to trouble reports.
• Ensured that the ACD voicemail for preinstalls and ILEC trouble reports is monitored daily.
• Ensured that delivered and preinstalled circuits are monitored to isolate trouble and drive resolution.
• Drove the installation process by coordinating installation techs, ILEC resources, and customer vendors to achieve successful implementation of services.
• Participated in and drove development of business processes and information flow requirements.
• Participated in OSS development and testing centered around customer equipment installation.
• Developed metrics and reporting measures to ensure the quality of the preinstall process is maintained and to quickly identify any areas or personnel that are not within the defined parameters of performance.
• Identified, managed, and tracked all required audits, special projects, systems integration, and other requirements as identified by senior management.
• Served as an escalation manager within the Service Delivery organization.
• Performed evaluation of departmental processes and personnel, document issues, and ensure administrative tasks are accomplished.
• Seek alternate methods of accomplishing departmental and corporate goals that maximize resources, minimize costs, and follow the established values of the company.