SUMMARY

• Technical Confidential and Business Analyst with strong documentation, collaboration, research, and computer skills that enable me to elicit, analyze, and translate complex technical ideas into effective documentation for all audience types.
• Advanced technical background and very computer literate, as demonstrated by building desktop PC's, maintaining professional software packages and subscriptions, actively operating virtual environments via VMware workstation, and maintaining a small networked server environment as part of my personal IT footprint
• Proficient in both utilizing and documenting software - driven, cloud-based, and/or networked environments to produce timely, superior documentation with Atlassian, Adobe, Microsoft. Google, and other authoring products
• Experienced in documenting proprietary solutions that leverage multiple platforms (PaaS), e.g. salesforce.com, including the API documentation as required
• SharePoint Administrator for tasks including site creation, permissions management, authoring, backups, versioning, wikis, workflows, and maintenance
• Well-versed in process mapping, change management, and process automation - especially compliance & regulatory
• Advanced user of multiple software packages, including, amongst others: Microsoft SharePoint, Tools, and Office (primarily Word, PowerPoint, Excel, Access, Project, and Visio), SnagIt, Adobe products (Creative Suite, Paint, Photoshop, and RoboHelp), Atlassian products (JIRA and Confluence), and BMC (Remedy, Footprints, & Track-IT)
• Elicited initial project requirements and produced final documentation for multiple business and IT implementation and upgrade efforts, including: Operating Systems (Windows, Linux, and UNIX), Databases (Oracle, Access, and SQL), change management (Remedy), Business Intelligence solutions, SaaS, PaaS, and mobile operating systems

PROFESSIONAL EXPERIENCE

Confidential

Technical Confidential

Responsibilities:

• Performed technical writing and editing assignments for WA clients, primarily mobile application user guides, training guides, and SDK manuals
• Performed technical writing and editing assignments for CA, OH, NM, and TN state Medicaid RFP projects
• Performed technical writing and editing assignments for proprietary software applications
• Created User Guides and Operational Manuals for IT infrastructure projects, including: Disaster Recovery and Backups, Database & System Administrative-level manuals, ISO File Creation, and Tech Support/SLA guides
• Created Operational Playbooks documenting infrastructure, DR, backup, network, SLA, & SOP elements
• Reviewed and updated technical documents using industry-standards (e.g. Chicago Manual of Style, NIST, etc.)
• Utilized o365 (Word, SharePoint, Visio, Excel, & PowerPoint), and Snag It 12 to complete tasks
• Completed multiple procedural documents in response to PCI audit and remediation requirements

Confidential, ALBANY, NY

Technical Confidential

Responsibilities:

• Performed technical writing and editing assignments for New York state Medicaid program
• Collaborated with subject matter experts and product owners to complete technical and business documentation
• Reviewed technical documents for adherence to Confidential /NY state documentation standards and best practices
• Utilized Microsoft Word, SharePoint, Adobe, Visio, Excel, and PowerPoint to complete tasks
• Performed POC and testing for RoboHelp, Confluence, Flare, and HAT content management implementations

Confidential, NEW YORK, NY

Technical Confidential

Responsibilities:

• Created API documentation to facilitate new client implementations
• Collaborated with various SMEs in multiple countries to complete technical API use case documentation
• Utilized Microsoft Word, Adobe Professional, and various web-based products to complete tasks
• Implemented technical content management structure for a Product Development group and documented multiple revisions to API documentation utilizing JIRA, Microsoft Office, Adobe Professional, and web portals
• Created various templates, user guides, system administrator guides, and completed various ad hoc requests for documentation based on a Salesforce PaaS solution by collaborating with multiple SME's in multiple countries

Confidential, FARMINGTON, CT

Technical Confidential

Responsibilities:

• Created an API template for company's mobile product and documented the first and second API versions
• Consulted to establish technical writing presence using industry-standard documentation best practices
• Documented multiple components of a Salesforce-based PaaS for a healthcare data marketing and analytics company using configuration, user, system administrator, and other various task-based guides
• Reviewed technical documents for adherence to standards of technical writing and industry best practices
• Consulted to implement best practices documentation methodology for JIRA and Confluence wiki-based help
• Utilized JIRA, Microsoft Office, Adobe Professional, and various web portals/dashboards to complete tasks

Confidential, VIRGINIA/TELECOMMUTE

Senior Business Analyst

Responsibilities:

• Responsible for researching numerous local and federal sources to capture New York FIDA, New York HARP, and Texas MMP plan benefits and eligibility requirements to create requirement documents
• Collaborated with numerous workgroups comprised of internal and remote resources as a Business Analyst to capture, refine, present, and establish health plan benefit usage thresholds and constraints for both Medicaid and Medicare/Medicaid dual eligible plan implementations for multiple states
• Utilized SharePoint, FACETS, ClearQuest, and other platforms to store requirements, claims data, and research
• Deployment Lead role that was tasked with delivering an automated scheduling application utilizing .Net 4.0, MVC 4, and Business Objects elements to the CT DOL, comprised of the following:
• deploy the application to 46 users located in four geographically-dispersed locations
• define, create, and implement the Deployment Strategy & Plan, Training Plan, and Training curriculum
• create and disseminate multiple system administration documents, job and task guides, quick start material technical reference information, and user guides for both technical and non-technical users
• Performed a UAT testing component during pre-deployment phases for application and target environments
• Utilized Microsoft Office and Adobe products to complete tasks

Confidential, FARMINGTON, CT

Technical Confidential

Responsibilities:

• Performed technical writing and editorial duties at a state university health facility. Initially retained to facilitate and conduct a disaster recovery planning effort to encompass IT infrastructure items; this role was expanded to include HIPAA manual reviews, PCI scans, OCR audit efforts, revising/ updating RFP templates, editing both RFP responses and proposal executive summaries, and creating SOP & MOP processes
• Responded to RFP requests as requested
• Produced all documentation for BYOD (Bring Your Own Device) iOS and Android cellular device rollout
• Determined infrastructure scope and resource identification during IT discovery phases by collaborating with mid and upper levels of management to elicit requirements by utilizing Microsoft Project for project planning, project documentation and resource identification
• Produced Disaster Recovery Playbook for Data Center by conducting interviews with SME's to identify relevant processes and systems
• Documented application-level workflows and disaster recovery protocols and reported subsequent gap analysis
• Created multiple user guides, job aids, task guides, playbooks, and system administrator guides for IT procedural, hardware, and software elements
• Updated and maintained a SharePoint site and ancillary wikis for project documents, documentation repositories, workflows, technical specifications, templates, and end user documents
• Utilized various Adobe products, and Microsoft Visio, Word, Excel, and PowerPoint to create documentation including task-based job aids, workflow diagrams, test plans, application/network/storage diagrams
• Collaborated extensively with product creator to create all sales and marketing white sheets and product datasheets describing a virtualized server backup solution for use in a remote environment

Confidential, MIDDLETOWN, CT

Technical Confidential

Responsibilities:

• Performed technical writing, research, and editing assignments for a large, health care insurer's data center on multiple IT projects, including HP server automation implementation and a VMware vSphere v5 upgrade
• Utilized Microsoft Word, Adobe products, SharePoint, Remedy, Visio, and Confluence to provide various project documents as requested, narratives, task-based job aids, workflow diagrams, abridged and unabridged user guides, test plans, install guides, upgrade guides, and process documents
• Determined and implemented documentation standards, created a document suite for use with each vSphere tool component, and created an online HP server automation playbook with external linkages
• Maintained multiple SharePoint sites used for documentation repositories, internal knowledge sharing, workflows, technical specifications, and end user documents
• Documented MLPS (Multi Protocol Label Switching) implementation for large financial client
• Responded to RFP proposals as requested

Confidentia, WINDSOR, CT

Senior Business Analyst

Responsibilities:

• Facilitated client conversion to Confidential &C's administration, proprietary software, and web portal usage
• Performed Business Analyst, Technical Confidential, and Quality Assurance Analyst responsibilities for a proprietary financial system by creating test upload records, eliciting requirements for enhancements, and providing financial reporting and historical conversion data, and documenting the report’s composition and usage
• Created documentation solutions for software and web products by creating user guides, enhancements guides, features guides, and release notes for multiple, diverse user groups
• Performed testing on internal and external software releases, implemented resultant fixes, added new features, communicated test results, and performed help desk responsibilities for a production web portal

Confidential, BRISTOL, CT

Technical Confidential

Responsibilities:

• Performed technical writing duties within a large media Technology department by producing user guides, enhancement guides, features guides, job aids, software/business workflows, policy/procedure manuals, and release notes for diverse user groups across multiple locations
• Collaborated extensively with end users and multiple Technology groups to document software solutions used in Oracle, Java, UNIX, .NET, SharePoint, and Business Objects reporting environments
• Installed, configured, and maintained a RoboHelp 7/RoboSource 3.1 solution that supported eight authors
• Collaborated extensively to create and administer change management process for IT documentation
• Collaborated with enterprise groups to implement Remedy software for change management processes by documenting Service Level Agreements for multiple groups and monitored any impact to existing environments
• Documented and distributed monthly release notes for multiple, Disney-affiliated companies
• Created and maintained SharePoint sites for completed user guides, internal knowledge sharing, and project documentation (e.g. approvals, technical specifications, wireframes, use cases, and end user documents)
• Performed training and created training materials in classroom and 1:1 settings for end users as requested

Confidential, BRISTOL, CT

Analyst - MIT Department

Responsibilities:

• Performed IT Analyst, Quality Assurance, and Business Analyst assignments as directed
• Maintained IT compliance and testing efforts for Sarbanes-Oxley (SOX) audit requirements by identifying all relevant and in-scope processes, establishing key controls, implementing a testing matrix, and reporting the results for the IT department. I administered the testing process, updated internal& external documentation, conducted risk mitigation reviews, and maintained compliance by process creation
• Responsible for ongoing process evaluation to identify areas for automation. I collaborated on numerous SOX projects to identify areas of potential risk, and subsequently mitigate them by adding adequate controls
• Collaborated with multiple entities to document standard operating procedures throughout the IT department.
• Performed analysis for all audit-related issues, i.e. help desk service for SOX questions and ensured all SOX-impacted software applications were compliant before being released into production.
• Responsible for coordination and completion of multiple metric data gathering efforts; created and maintained an extensive number of spreadsheets used for corporate reporting, including equipment metrics and related financials, project reconciliations, and budgetary IT documentation. I participated in SAP conversion project to convert existing enterprise system and subsequently utilized SAP on a daily basis.
• I elicited project requirements, and also created, and maintained Access databases used for internal reporting
• Coordinated and trouble-shot the use of a third party Business Intelligence tool that was used for reconciling multiple departmental' telecommunication charges by creating custom queries and reports
• Collaborated with IT groups on RFP processes by helping to craft templates and manage repositories.
• Functioned as the IT department liaison with the Legal department for contracts and miscellaneous legal affairs

Confidential, EAST HARTFORD, CT

Accountant/Office Manager

Responsibilities:

• Managed the daily office operations for an Avaya Telecommunications joint venture between TriNet systems and Farmstead Telephone Group
• Performed user-level documentation as requested for varying telecom initiatives
• Performed staff accountant duties ranging from general ledger entries through quarterly and yearly closings