SUMMARY

• Experienced technical writer with fifteen years in training, human relations, and office management.
• Outstanding report and text creation, organizational and communication skills.
• Adobe Acrobat, Adobe Designer, Microsoft Office Suite (including Word, PowerPoint, Excel, & Project), SharePoint, Visio, PaymentNet (A/R), PeopleSoft, HMTL

PROFESSIONAL EXPERIENCE

Technical Writer

Confidential

Responsibilities:

• Contract support for US Patent and Trademark Office, Office of Chief Information Officer
• Coordination and SharePoint entry of planned and emergency USPTO system outages and updates

Technical Writer

Confidential

Responsibilities:

• Contract support for Federal Aviation Administration, Office of Civil Rights (ACR), in the development of Standard Operation Procedures (SOPs) for functions and tasks as part of ISO certification
• KSN Facilitator and Member of KSN Development Team for Quality Management System and ACR Employee sites
• Analysis and final submission of EEOC Complaint Report including graphics and briefing
• Develop User Guides for Action Tracker and Services Calendar KSN functions
• Determine customer needs with interviews and discussion
• Delivery and analysis of ACR Restructure Survey; submission of Report and PowerPoint briefing with graphics
• Trained ACR Employees on Visio, including creation of presentation
• Created presentations of various training materials

Lead Analyst/Human Resource Specialist

Confidential

Responsibilities:

• Completed research for and reporting to CEO and Vice - President
• Created and maintained SOPs for HR, Security and Recruiting processes to ensure compliance
• Responsible for submission of OFCCP, EEOC and Veterans' Employment and Training Service (VETS) reports
• Conducted new hire orientations and exit interviews
• Developed staffing and recruitment strategies: scheduled interviews
• Coordinated courses related to FAA annual security training, employee development and customer need
• Coordinated with Contracts Team to ensure compliance
• Acting Facility Security Officer: responsible for initial input for Employee Security Public Trust Investigations in VAP System, liaison to FAA Security Office for Final Position of Public Trust investigations
• Created draft correspondence on matters of security and hiring for management approval

Office Support Manager

Confidential

Responsibilities:

• Analyzed duties of each position and prepared written position descriptions qualifying guide and selection tool for labor category
• Provided direct support to Director of department in reporting, research, and various other needs
• Prepared and coordinated submission of grant-related documents and maintained records of submissions
• Provided general HR support for staff; interpreted and applied regulations, policies and procedures to personnel matters; maintained confidential records which included personnel files and related paperwork
• Prepared various financial reports, financial statements, and supporting documentation; developed models for financial forecasting, review and reporting in preparation for budget request presentation
• Served as records manager, assuring secure records storage and destruction complying with local, state, and federal laws and regulations regarding records
• Resolved the more difficult and complex administrative or customer service problems
• Assisted in the development and management of Business Continuity Plans
• Developed and managed a financial management process for the department, including accounting and related transaction systems, management control and financial reporting systems that provided accurate, reliable and timely financial reporting to director, grantors and Office of Finance. Utilized Enterprise Business System, Excel, and PowerPoint
• IOD contact and departmental liaison to IOD network administrator; ADA Coordinator
• Researched and resolved finance/accounting/payroll related questions and/or problems
• Participated in the preparation of the operating budget for approval by management; monitored budget and expenditures and prepared special reports as required
• Developed, maintained, and revised an annual plan to create Indirect Cost Proposals into full compliance with established policies, standards and grantor requirements using information from CAFR
• Established and developed relationships with external and internal customers, strong relationships with POCs in other Metropolitan Government departments
• Completed articles on deadline for local magazines on varied topics
• Topics included history, travel, design and restaurant reviews

Confidential

Production Department

Responsibilities:

• Supervised team for accountability; administered annual and semi-annual reviews; administered corrective actions
• Organized follow-up programs to increase retention and determine potential leaders for supervisor roles
• Identified staffing needs and planned staffing and training schedules
• Maintained all training materials with updates/created modules for new functions and established FTE for each function for new computer system
• Created and maintained functional user and process flow documentation and developed and coordinated the necessary training strategy for the applications; assisted with Business Contingency Plan for all offices
• Developed working models for selective recurrent training needs based on trend reports; created and trained phone etiquette module; Trained courses on SABRE and Galileo system use
• Performed analysis as part of credit card verification group that created Credit Card Validation automation
• Tracked monthly errors to create priorities for adjustments to automation and established quarterly lists for agents making costly errors to be pulled for recurrent training

Training Supervisor/Team Lead/Recruiter

Confidential

Responsibilities:

• Created training curriculum for five multi-state offices; designing scripts based on best practices
• Lead team for $80,000.00 weekly sales goal
• Call Center Operations and Automatic Call Distributor Reporting, shift scheduling, and inbound traffic flow
• Performed analysis in form of variance report of statistics involving daily/weekly revenue; used variance report to target least successful representatives for greater % of hitvice