TECHNICAL SKILLS

• Agile
• SDLC
• and COBIT framework
• SharePoint
• SQL
• JIRA
• Track Wise
• HTML
• BMC Remedy
• Service Now
• SOX 404
• IT Compliance (Change/Project Management
• General IT Controls
• IT Security & Third Party Vendors)
• ITIL Processes
• Business Objects
• Windows
• Access
• Word
• PowerPoint
• Excel
• Project
• Visio
• Adobe
• RoboHelp
• Photoshop
• Unix
• Linux
• Oracle
• SAP R/3
• ERP
• SCM
• CRM
• IBM Mainframe
• Outlook
• Lotus Notes
• and FDA 21 CFR Part 11.

PROFESSIONAL EXPERIENCE

Confidential, Moorestown NJ

Senior Technical Writer

Responsibilities:

• Created Standard Operational Procedures for Operations Support department loan processing.
• Wrote user guides, training materials, and Quality Assurance documentation.
• Develop Change Management and General IT Controls for internal/external audits.
• Created flow diagrams, SDLC documentation, and mortgage loan processing maps.
• Made changes on existing documentation from SME’s and Process Owner’s requirements.
• Updated and wrote technical documentation on creating a new Change Management system.
• Developed Standard Operational Procedures, user guides, training materials, and quality assurance documentation.
• Created installation manuals for passenger/locomotive train on - board video camera systems for federal compliance safety/security regulations.
• Collected business requirements and functional specifications for video camera system software application.
• Performed walk-thru inspection of installations to record any changes to installation guides.
• Wrote network, power supply, and Wi-Fi antenna technical documentation and procedures.
• Reviewed existing documentation and performed updates for quality compliance standards.
• Created safety/training presentations using PowerPoint for transit and installation teams.

Confidential, Jersey City NJ

Technical Documentation Writer

Responsibilities:

• Created Standard Operation Procedures (SOP) for Change, Incident, Problem, Service Request, and Release Management ITIL processes for Production Readiness group.
• Developed Operational/Service Level Agreements for source system financial applications for regulatory compliance reporting.
• Wrote user guides, on-line help, and created training documents and performed training on application usage.
• Created swim lane RACI diagrams, ITIL process flow charts, and SDLC documentation.
• Collected and documented all source system file report information such as file timings, frequency, escalation, contingency plans, and contacts which was created and hosted on SharePoint...
• Verified/tested all ServiceNow Implementation and approval groupings for all ITIL processes.
• Performed trend analysis (Key Performance Indicators) on all present live production systems
• Created user guides on applications and developed on-line help using Robo-Help.
• Develop flow diagrams, SDLC documentation, and ITIL process charts using MS Visio.
• Developed policy/procedures for Change and Release Management.
• Assist systems and business analysts with Project Management, Change Management, General IT Controls, Third Party Vendor, and Security audit controls documentation
• Performed Gap/Risk Analysis for Stakeholders and Project Managers.
• Revised existing documentation such as user guides, training manuals, and procedures.

Confidential, Jersey City, NJ

Global Change Management IT Audit Compliance Engineer

Responsibilities:

• Assisted in the writing/maintenance of procedures/documentation/training of Unix, Windows, Oracle, MSSQL, and Sybase platforms.
• Wrote Security policy/procedures for Applications/Infrastructures after Risk Analysis took place.
• Created Global Change Management requests for server Code Comparison Services for internal/external audits.
• Performed Risk Assessments on assets from New Application Repository and Configuration management systems to determine which IT assets will be in/out of scope for Code Comparison federal regulatory requirements.
• Managed Projects with Global Information Technology Applications Owners to discuss Code Comparison Services, what IT assets are in/out of scope, detecting un-authorized Change/Release, and next steps to On-boarding IT assets.
• Followed stages of audit process from client engagement meeting, Service Request entry, Quality Analysis of Service Request, creation of Global Change Management request, creation of baselines for Code Comparison, building our services to client’s IT assets, and reporting process.
• Performed Change Management duties of quality checks on Global Change Management request implementation plans on Unix, Windows, Oracle, MSSQL, and Sybase Servers, correct approval groups, and verification of change completion to closure.
• Verified that the identification and reporting of un-authorized change reports were being sent to application owners.
• Worked with Release, Incident, Problem, Configuration management to verify that they are in compliance with ITIL standards and procedures.
• Monitored and tracked IT Risk control factors to ensure the Sarbanes Oxley 404 compliance act.
• Managed and developed maintenance plans for IT risk inventories/assets.
• Assessed Change and Release requests for Global Assignment of Unix system analyst’s resources.
• Verified that change requests were complete by performing quality checks of technical information, servers being in scope for global regions, and proper approvals.
• Assisted Project Management teams with planning and resources for Releases, Changes, server builds, and decommissioning.
• Performed trend analysis for management reporting on key performance indicators to improve change process.
• Used Remedy BMC system for Global Change Management, Service Request Module, and Global Request System and reporting.

Confidential, Secaucus, NJ

Senior Change Management Analyst/Technical Writer

Responsibilities:

• Managed Requests for Change (RFCs) and Releases through their lifecycle on behalf of IT Services.
• Wrote Change Management policies and procedures for quality compliance.
• Assessed key risk factors on Changes and Releases to ensure appropriate level of compliance for audit.
• Performed tracking and reporting of key risk factors to IT audit management compliance team.
• Continued to focus on identifying RFC's had the proper impact so they can be reviewed by the Change Advisory Board (CAB).
• Facilitated the Change Advisory Board/taken minutes when needed and ensured all RFCs are appropriately challenged and assessed.
• Performed low and high level Post Implementation Reviews (PIRs) for failed or Emergency changes.
• Created and performed trend analysis and targeted areas for improvements of process.
• Liaise with Incident, Problem, Configuration, Capacity, and Request Management to verify that processes are working with Change Management according to ITIL standards.
• Contributed to root cause analysis by working with technical teams when there was a major incident or infrastructure failure due to a possible change.
• Worked closely with Project Managers for planning their projects in a timely manner to meet deadlines of server deployments and decommissions.

Confidential, Fairfield, NJ

IT Internal Controls Assistant

Responsibilities:

• Coordinated IT Process and SOX compliance audits, project management, vendor contracts, software procurement to maintain efficient quality business processes.
• Covered all change management activities including change evaluation, risk, approvals and life cycle.
• Maintained project documentation, communications, metrics, issues tracking and status reports.
• Wrote policies and procedures for all change management and IT practices.
• Assisted management teams in monitoring, tracking IT internal control related activities, and status updates to ensure the Sarbanes Oxley 404 compliance act.
• Created databases for all internal testing, tracking, and Sarbanes Oxley 404 testing activities.
• Reviewed all transport requests for changes and releases for SAP applications team.
• Verified that request for changes were following guidelines from the Standards Operations Procedures.
• Performed SOX 404 audits to verify that Change Management process compliance.
• Managed and granted access to SAP application’s team design and test documentation through the Ascendant SAP Toolset.
• Executed approval of transports through SAP INSITE tool from testing to production.
• Recommended changes to the Standards Operations Procedures manual for improving the Change Management processes.

Confidential, Secaucus, NJ

Change Management Lead

Responsibilities:

• Promoted and deployed Change Management Process system to all applications and infrastructure groups of more than 500 people to plan and organize change.
• Created and collected all process measurements and distributed reports related to the effectiveness of the Change Management, Incident, Problem Management and help desk functions.
• Performed trend analysis and problem prevention activities for entire data center involving Unix, NT, Network servers, middleware, and mainframe system.
• Managed and assisted implementation groups in planning changes in a timely manner.
• Chaired all change approval board meetings once a week with change agenda for discussion and approval.
• Wrote and enforced policies/procedures are being followed by monitoring each group through tool and metrics. Wrote escalation procedures for help desk and Problem Management.
• Verified that all calls go to the help desk and that Incident records were generated.
• Reviewed all request for change before production with staffs for completeness, risk analysis and accuracy.
• Finalized the consolidated change schedule and acted as a point of contact for any status changes to currently scheduled changes before production.
• Executed post implementation reviews for failed or troubled changes.
• Verified there were no conflicting change requests before production.
• Followed up that all change requests/releases complete their life cycles from initialization, approval, implementation to close phase.
• Performed audits on applications and infrastructure areas for compliance of Change Management Process.
• Knowledge of Incident, Problem, Configuration, and Request Management processes.
• Provided presentations, training in help desk functions, Change, Incident, and Problem Management, and recommended changes to processes.

Thomson Financial Services, New York, NY

Systems Development Manager Consultant

Responsibilities:

• Prepared quality assurance tests for C++/Unix development staff on conversion from IBM mainframe system to Hewlett Packard (HP 9000) computer.
• Created tests to insure new software system’s methodology and user interface are accurate and acceptable.
• Worked closely with in-house programmers and consultants to identify application errors.
• Created user manuals for stock dividends, options/futures, municipal bonds, and equities for financial sector.
• Responsibilities included reviewing software specifications, developing detailed test plans, executing tests, analyzing results, and reporting corrective action.
• Wrote technical quality assurance documentation for Chemical Bank’s on-line Financial Information Reference Master mainframe system for the Chase merger.
• Developed test plans and manual testing for mainframe system.
• Provided technical guidance and support for the operations group by coordinating tasks with the technology group.
• Updated technical documentation and prepared system flowcharts and specifications for software.

Confidential, New York, NY

Technical Writer/Quality Assurance Consultant

Responsibilities:

• Reviewed software specifications and developed tests plans and scripts for client server applications data feeds. These data feeds were listings of mutual funds for The Asian Wall Street Journal, USA Today newspaper, Smith Barney, Morgan Stanley, Barron’s, and Forbes magazine.
• Created help screens for client server based applications.
• Prepared technical user manuals containing introductions, operations of programs, system configurations, and flowcharts.
• Prepared technical manuals for voice telecommunications devices used over data leased lines.
• Created engineering procedures and documentation for production and quality assurance programs.
• Reported to the Vice President of Research & Development with weekly and monthly reports on design progress.
• Produced a technical information library for engineering research and design.

Confidential, Elmhurst, NY

Draftsman/Quality Assurance

Responsibilities:

• Prepared technical data and block diagrams for military technical manuals and publications department.
• Created and revised assembly & manufacturing drawings for machine shops and assembly area.
• Responsible for initiating and implementing the quality programs, quality assurance procedures, controls and documentation following Mil-Q-9858.
• Prepared checklists for in-process and final assembly inspections. These checklists included functional tests, dimension and characteristics called for on purchased orders, specifications and drawings.