PROFESSIONAL EXPERIENCE

Technical Writer/Business Analyst

Confidential

Responsibilities:

• Authored procedural guidance for state warrant repository impacting over 70,000 users state - wide.
• Worked collaboratively with business analysts to develop detailed epics and user stories that helped guide business requirements and ensure business acumen was accurately captured.
• Wrote “how-to” instructional guidance that helped judicial staff untangle pseudo duplicate criminal records; helped exonerate parties erroneously charged in criminal offenses throughout the state.
• Assisted in the development of test scripts for UAT, CAT, and pilot testing events; helped ensure newly developed functionality represented meaningful enhancements to system end-users.
• Researched statistics and helped capture county-wide domestic violence metrics that validated participation of judicial staff; facilitated top down alignment of resources, funds, and personnel.
• Created new instructional manuals, quick reference sheets, SOPs, and feedback gathering tools.
• Tracked entries in state-wide Learning Management System (LMS); extracted information to produce impactful reports on registration, class size, student interests, cancellations, and surveys.
• Authored standardized glossary of domestic violence terms and definitions; helped improve communication and understanding of domestic violence processes/procedures in 100 counties.
• Assessed need for and created instructional guidance for procedural help desk employees; aided in the identification of work stoppage events and severity ranging from low to medium in priority.
• Created centralized storage and bridged the gap between programmers and users of the system.
• Improved effectiveness of existing documentation by employing the use of hyperlinked sources that allowed for side-by-side comparisons of neighboring counties’ statistical trending and data.

Technical Writer

Confidential

Responsibilities:

• Assisted in the creation of pre-release documentation used to elicit insightful responses from primary user base; resulted in no impedance to critical system functionality during product launch.
• Created key interactive training scenarios for US Bank; exhaustive pre-launch testing prior to delivery led to a marked decrease in critical defects, workarounds and bug fixes for system users.
• Produced a more collaborative version release approach by instituting the use of SharePoint tools to track versioning, help avoid rework, track participation, and reduce stakeholder frustration.
• Reviewed existing documentation and simplified complex system jargon; translated into user-friendly instructional documentation easily understood across roles and throughout the enterprise.

Technical Writer/Medical Systems

Confidential

Responsibilities:

• Responsible for the maintenance and revision of over 900 medical claims adjudication documents.
• Chaired townhall meetings with claims processing agents; utilized input to rewrite complex claims adjudication guidance and streamline workflows; resulted in a 30% decrease in processing time.
• Authored adjudication procedural guidance which recouped millions in previously denied claims.
• Developed simplified medical claims instructions marketed to claims agents; detailed guidance led to greater efficiency in how claims were handled; increased beneficiary satisfaction by 18%.
• Instituted use of key performance indicators (KPIs) to identify best choice for pilot testing events.
• Developed process workflows; provided clarity for complex recoupment process to management.

Communications/Change Management

Confidential

Responsibilities:

• Guided product initiatives; chaired meetings and increased communication among stakeholders.
• Translated complex system language into user-centric documentation; enhanced comprehension.
• Provided project oversight; improved communications and satisfaction of new dashboard launches.
• Developed and marketed training manuals and achieved standardization crucial to global market.
• Cultivated a climate of change and prepared stakeholders/user community for upcoming launches.
• Authored test scripts in support of user acceptance testing; ensured detailed testing of subsystems.
• Edited/revised user documentation/communications; created buzz/excitement for new products.

Learning and Development Specialist

Confidential

Responsibilities:

• Prepared formal on-site classroom training for US Army personnel and government employees both in the US and overseas; dedicated efforts led to highly trained logisticians 100% passing rate achieved.
• Executed workflows of sophisticated logistics operations; reduced repetition saved critical funding.
• Wrote periodic publications for the U.S. Army; facilitated global sharing of current logistics operations.
• Created detailed student assessments/feedback loop; allowed for meaningful student-centric changes.
• Conducted staff assistance visits, assessed training needs; provided corrective input for reinspection’s.
• Trained recovery programs which aided in recovery of multi-million-dollar deployed equipment assets.
• Prepared executive briefs; provided valuable insights for strategic redeployment of critical assets.