SUMMARY

• More than 20 years of business experience in professional services consulting, including health care, financial, engineering, human resources, information technology and enterprise software industries
• Working knowledge of full SDLC process, including requirements definition, design, development (including Agile), testing, training, implementation, evaluation, QA and engineering baseline redesign and documentation
• In - depth knowledge of business requirements of large and mid-sized commercial and government entities
• Outstanding analytic capabilities with the facility to identify business needs and implement solutions
• Highly developed communication and problem-solving skills with the demonstrated ability to resolve difficult situations under adverse conditions
• Accustomed to working with engineering specification documents, mapping to customer business specifications, and translating into business language for appropriate end user audience level
• Completed professional development courses in project management, writing for the web, and graduate level courses in writing and communication

TECHNICAL SKILLS

Microsoft Office suite: Word, Excel, PowerPoint, Project, Publisher, Access, Visio, Outlook, Explorer, Visual SourceSafe, SharePoint

Adobe Technical Communication suite: Acrobat, Captivate, FrameMaker, PageMaker, InDesign, RoboHelp

Other: Authoring/KM/wiki software (EMC Documentum, MapCap Flare, HelpConsole 2007, AuthorIT, PMAPs, Atlassian Confluence, eGain, Central Desktop, Snag-It, WordPad, Tortoise SVN), HTML/XML//Web fundamentals, Cognos Workforce Analytics, various QA and Development tools (such as Atlassian JIRA)

Code: Basic familiarity with software development coding (C++, Java, SQL) for configuration, troubleshooting, generating online help

PROFESSIONAL EXPERIENCE

Confidential, Boston, MA

Technical Writer

Responsibilities:

• Serve as US-based technical writer for medical device IFU documentation for core product line (ventilators)
• Responsible for creating and managing Clinical Manuals, Patient Manuals, and Online Help
• Work with multi-disciplined team of product developers, electrical engineers, mechanical engineers, product managers, compliance team and others on meeting regulatory requirements and publication deadlines
• Assessed RFP opportunities for Human Capital Management / Talent Management software company
• Analyzed business requirements to determine approach and relevant vendor modules
• Wrote RFP requirements Q&A, including functional and technical / information security
• Ownership of the technical customer service documentation for one of the flagship products (EMC Symmetrix VMAX Cloud Edition)
• Wrote, edited and revised documentation for product development, support services, and customer / end-user activities (Docset has 20+ components, including API)
• Retrieved, organized, analyzed and synthesized complex subject matter and transformed information into easy-to-understand information for specific audiences
• Employed various authoring and desktop publishing software tools to produce finished products that include printed and electronic publications and integrated online help systems
• Led, planned and directed documentation development projects and schedules; reviewed project execution against goals; provided status reports
• Provided editorial support for product-related White Papers
• Participated in multi-country DITA pilot project to streamline company documentation
• Utilized online EMC courses and sales training sessions to deepen product and industry understanding (including storage array and cloud-based technology)

Confidential, Waltham, MA

Technical Writer

Responsibilities:

• Ownership of the technical and user documentation for multiple MedVentive healthcare IT product lines, including explanations of underlying methodology
• Created end user release notes, user guides, data sheets, and other collateral
• Obtained and interpreted data, drawings and specifications through research and interviews
• Translated technical information into format appropriate for technical and non technical audiences
• Documented internal procedures
• Assisted trainers in understanding product for training presentations for clients
• Worked with developers and analysts to create employee technical training sessions
• Provided product walkthroughs for new hires, QA analysts and others
• Analyzed RFP requirements for large private and public sector bids state and federal in the health care consulting and delivery arena
• Wrote and edited key proposal and grant submissions (including grant to expand the Massachusetts Health Connector)
• Provided new business opportunity identification, proposal management, database content search, content development, strategy development, and win/loss analysis
• Performed competitor assessments, market analysis reports and more
• Researched and performed GSA schedule feasibility/opportunity analysis

Confidential, Worcester, MA

Knowledge Management Project Specialist

Responsibilities:

• Served as knowledge base project analyst, content developer, and premium billing specialist on Knowledge Engineering team for large state and Customer Service project
• Conducted detailed analysis of Massachusetts 130 CMR state regulations and mapped to call center operations
• Interfaced with key MassHealth representatives and other subject matter experts
• Developed high level tier 1 and detailed tier 2 process steps
• Shared analysis with team members on large amounts of information to determine relevance, usefulness, and potential application
• Participated in vendor selection process and training for knowledge base application
• Created custom documentation for clients to mirror organizational workflows, requirements, processes and procedures (functional requirements documents, test scripts, user guides, administration guides, facilitator guides, online help for both end users and developers)
• Wrote scripts for custom online tutorials
• Created standard documentation for clients of baseline system, including user guides, administration guides, facilitator guides and online help (technical and non-technical)
• Created internal training program material, learning resources, facilitator guides and tutorials, testing content
• Evaluated employees on product knowledge; provided product training assistance
• Configured and tested client and training sites
• Provided QA and usability testing of training site, customer sites, and baseline product releases
• Used proprietary system to log bugs and suggest product improvements

Confidential, Boston, MA

Senior Writer / Editor/ Project Manager

Responsibilities:

• Watson Wyatt (Wellesley, MA): Rehired to test conversion of content to new proposal authoring tool (1998)
• Staples.com (Natick, MA): Conducted usability analysis testing for first generation website content (1999)
• Iconomy.com (Boston, MA): Created e-commerce web ad copy for clients (1999)
• Camp Dresser & McKee (CDM) (Cambridge, MA): Provided interim proposal development and support (1998, 1999)
• Instruction Set (Natick, MA): Created and edited adult learning content for instructional design components / technical coursework, Best Buy ‘How To’ guides, and online college curricula for KaplanCollege.com (2000-2001)
• Factory Mutual (now FM Global) (Norwood, MA): Managed XML conversion analysis and documentation project (2002)
• The Louis Berger Group (Needham, MA): Prepared federal environmental assessment reports (2003)
• Analyzed and documented technical and organizational data, including financial and legislative compliance information, to 4,000 sales representatives and field agents within geographically dispersed managed care sales organization of large national insurance company
• Managed development and roll-out of sales kit for company pricing strategy
• Developed content for intranet site
• Created Computer-Based Training modules

Confidential, Wellesley, MA

Business Development Associate

Responsibilities:

• Managed proposal process from start to finish, including positioning and pricing strategy, creative approach and graphic identity, and RFP technical compliance
• Wrote and maintained proposal templates, including 401(k), managed disability, risk management, regulatory compliance
• Provided regional and national proposal writing support
• Trained junior writers
• Directed sales team to create polished, effective presentations
• Developed presentation collateral
• Developed marketing strategies for new services and products
• Promoted firm’s services through corporate visibility initiatives with business associations and charitable organizations
• Developed seminar content, formulated concepts for and edited trade publication submissions
• Placed speakers, wrote news releases, fostered media relations
• Served as the “voice” of interactive voice response dedicated benefits systems for more than 15 clients
• Edited IVR scripts in process