PROFESSIONAL SUMMARY

As a Technical Writer accomplished significant assignments for multiple reputed clients. Held independent responsibilities contributed as a key team member of international and in-house projects in IT, manufacturing, process and financial industries. Effectively interacted with cross functional clients, architects at various levels - SMEs, technical support centers, engineering, process development, marketing teams and end users.

Technical Writing / SDLC projects

• More than 10 years of experience including multiple IBM projects in planning, writing, editing, researching, developing, publishing, and revising a variety of documents. for hardware, software, processes, procedures, migration, UI applications, incident management and training
• Provided deliverables related to ISO compliance, SDLC projects, transition, steady state support projects, SLA reports, problem change management, installation instructions, workstation roll outs, distributed network systems, data center operations, and mapping web application front-end to data base.
• Performed manual testing of various applications.
• Web Designing Assignments
• Interviewed customers in determining Web site requirements and needed revisions,
• Created Web sites and made revisions providing layout, graphics, and content support validated and tested code to maintain the site integrity and fix problems.
• Business/ Data analysis / report writing
• Participated in multiple product development projects, performed business / data analysis, gathered requirements, streamlined raw data, worked with dashboards, charts, metrics and designed, developed, modified reports in IBM Managed Operations / Reports team.
• Exchange Administration
• Provided server administration, pre and post migration application support, Process documentation in IBM and Investment Bank projects.
• Bi-lingual French International Projects/Training
• Acted as the primary interface in Project Management Offices between field personnel and several corporate clients and provided liaison during startup, transition and closure of technical turnkey projects.
• Provided training initiatives, computer learning in HR/Corporate Management Development set-up.

TECHNICAL ENVIRONMENT

• MS Exchange 5.5/2003, Windows2008/03 Servers, Windows 7, XP, 2000, NT, 98 / 95, Mainframe, TSM Robots, Terminal Server Client, Metaframe Client, and Remote Desktop
• Software and databases/tools: Office 2010/03, Outlook2010/03, Visio, Project, Acrobat, Templates, Style Sheets, CSS, MX Dreamweaver, HTML, JavaScript, Photoshop, Snagit, QuarkExpress, Lotus Notes 8.01/ Designer/smart suite, Sametime, Excel, Access, Dbase, DB2, Crystal Reports, SQL, Power Point, Tivoli Problem / Change Management client/server, Quest Migration Tool, Exmerge, ManageNow, Remedy IT Service Management E , working knowledge of AP Stylebook, RoboHelp X5 Office, SharePoint, Framemaker 7.1, XML
• Methodologies: ISO, SDLC, Quality Assurance documentation

EDUCATION / TRAINING

• Bachelor of Science Math, Physics, Geology, and French Advanced Diploma in French
• ISO: Understanding and implementing of ISO 9001:2000
• Quality Management System by IBM ITIL Overview IBM
• Diploma in programming

PROFESSIONAL EXPERIENCE

Technical Writer

Confidenital

Documenting and creating process flow diagrams, trouble shooting of HW/SW, recovery and back up of O/S, Removal of malware from desktops Installing Windows Server 2008, MS Exchange 2010, Oracle, Apex, developing web pages and content and enhancing skills.

Technical Writer

Confidenital

• Worked with system architects and developed documentation for Enterprise Messaging migration administration UI portal application. Analyzed supporting content and system, tested the product interface components, developed content, incorporated graphics to complete the process documentation.
• Technical Writer: 2009 - Freelance Professional Power consulting
• Studied and provided documentation for java application enhancements,
• Installed and configured Windows 2008, Exchange '07, created mailboxes, and moved from 2003 in lab.
• Installed and configured Linux and Windows OS using Virtual box.

MS Exchange Administrator

Confidenital

• Lotus Notes/Exchange -Messaging Migration and integration Project. Provided pre and post migration exchange support with broad responsibilities that include:
• Process and procedure documentation: Worked with exchange system architect, gathered the requirement details, defined, tested and created a process and procedure to provide a report on meetings, chairs and participants for specific Outlook Resources,
• Edited Right answers documents for support personnel,
• Performed pre migration checks to validate smooth transfer of data,
• Carried out post migration tasks, editing AD, validate migration of mailboxes, monitoring Remedy ARS for Incident Management and archiving.

MS Exchange Administrator

Confidenital

• Server Systems Operations - Messaging Collaboration Team
• As a key member of the Enterprise Messaging Team, provided messaging and documentation support in maintaining a large mail server infrastructure including maintenance of messaging applications and meeting the SLA requirements.
• Worked with messaging system architect, developed documents for new user migration, process for PST creation, handling of Task tickets, and fine-tuned exchange server build procedures document,
• Researched, edited technical data, troubleshot, evolved workarounds and tested the fixes for various messaging application and server related problems,
• Used Remedy web interface for monitoring, distributing, updating, and resolving Severity 1, 2 and 3 related tickets, documenting the resolution process.
• MS Exchange Process Documentation - 2005-06
• Created help documentation to install Windows and Exchange Servers, AD user administration, creating PSTs and moving User mailboxes from 5.5 to 2003 including power point presentation.

Technical Writer

Confidenital

• Data Center Backup Operations Team
• The operations team manages backup services at different data centers that use IBM S/390, AS/400, NT Megaservers, TSM/ADSM processors and IBM Devices. To facilitate employee training at different data centers, developed a comprehensive Operations Manuel after analyzing the tasks, workflow, editing, updating existing processes and incorporating new processes. Some of the topics are:
• Roles and responsibilities, Shift turnover, ticket processing using HP Openview Service Desk,
• Monitoring the MainFrame consoles, mvs display commands, establishing various TSO sessions to access data, reports and media maintenance,
• Mounting, loading scratches, drive swapping, Tape retention, utilizing Vital link application, reconciliation of media after return from safe custody, recalls, disaster recovery preparation,
• Utilizing Attachmate MyExtra Enterprise for working with various AS400 systems, Rumba AS400 sessions for Recovery and Backup Media Services, and preparation of tapes for a Disaster Recovery.

Technical Writer

Confidenital

• Projects Web Designing Team
• SDLC projects: Naviquest Phase I: A System Development Life Cycle project for web application based on e-commerce framework to provide online services. The System aimed at helping management and the candidates in career assessment and effective marketing.
• Participated in regular joint application development meetings with the client to understand the process functionality and gather the requirements,
• Created ISO deliverables documenting the requirements analysis, development planning, design development, standards, testing, validation, acceptance, replication, installation and maintenance,
• Participated in Web development with layout and optimizing images for the application v1.
• Developed user manual for a VB application for wheel chair management,
• Web design projects: Participated in internal and external customer meetings.
• Gathered requirements for company's technical assistance website and built a prototype. Created web properties, maintained the web sites using standard techniques, alternate text and readability guidelines,
• Designed web sites, created page elements for navigation, links, popup windows, reviewed, proofread and edited web content. Maintained a consistent look and feel of all web pages.
• Corporate projects: As a member of technical team
• Composed text and layout for printed product documentation for client's annual report. Modified lotus forms, created user guides and Help documents for Recruitment Management System,
• Created an orientation course and conducted refresher training sessions for Technical Recruiters. Developed Multimedia Sales presentations, flow diagrams.
• Technical Writer- IBM-GS, Poughkeepsie, NY 1999 02
• Managed Operations Support Services / Reports Team
• As a reports and technical writer, completed multiple assignments that include:
• Designed, created and modified SLA based periodic and ad hoc reports, change summary, tower, aging, and TSD usage measurement reports, Created, and modified various queries,
• Developed Core Reporting Package and user documentation,
• Designed information and developed Notes application for Reports Repository Database,
• Created query documents for various commercial accounts. Mapped and documented ManageNow web application front-end and data base.
• Compiled Server Data from LAN Operations/ Distributed Monitoring / Back up / Security Services and LAN Admin Procedure documentation.
• Commercial Projects- Distributed Network Server Management Team
• Accomplished various commercial project assignments that include:
• Modification of roll out documentation and workstation installation manual,
• Creation of operational-procedure documents of video conferencing equipment, documents with flow charts, screen captures for Distributed Systems Monitoring system,
• Research and, develop documents for publishing regularly and maintain team rooms,
• Review, analysis of site services for measurements/ billing,
• Participate in daily technical review and SLA performance meetings of commercial accounts,
• Interact with team members from EMEA, create, compile, publish and maintain daily review meeting proceedings and SLA management documentation. Analysis of highly complex data and create Power Point presentations, spreadsheets and reports.

INTERNATIONAL PROJECTS

Training Liaison Officer/ French Interpreter

Computer Learning Center

• Gathered business requirements, performed feasibility analysis, and recommended total revamping of the center, planned for the procurement of upgraded systems. Scheduled and coordinated installation, commissioning of new Desktop systems software. Trained users in PC operations, data bases and Word processing tools, Install, configure software applications. Created technical, training, Instructional documents for installation, configuration, usage of MS Office products Browsers and Outlook.
• Human Resources /Corporate Management Development Center
• As a member of Management team, conducted various development and training programs. Responsibilities included Management Trainee recruitment and selection, continuous skills and managerial development, survey of training needs, maintain Databases, propose, and coordinate offshore and in-house training programs.
• Technical assistance Projects and Corporate Planning
• As a critical team member of PMO team, provided professional services related to the corporate plan, technical documentation, French-English Translations, joint ventures and business development proposals and managed 2 large-scale international technical collaboration projects offshore.