SUMMARY:

Accomplished Business Analyst with over fifteen years’ experience in developing organizational strategic plans, hardcopy end - user documentation, ITIL documentation, business process reengineering, as well as editing of API documentation. Recognized for analyzing technical information into easy to understand English language for the non-technical end user. Committed to concert collaboration with project managers, software programmers, subject matter experts, and software development teams to analyze and develop documentation within deadline and scope constraints. Highly analytical and project-oriented team leader offering an extensive experience supporting development teams in the analysis of business requirements and the development of documents in the Software Development Lifecycle (SDLC) and using Chicago Manual Style (CMA) as well as MLA or APA.

TECHNOLOGY SUMMARY:

Systems: Windows 9X/NT/2000/XP/Vista/Windows 10 (Cloud Computing Infrastructure), AWS

Databases: Access 2007-2013

CRM and LMS: Salesforce, Brightspace, eCollege, Blackboard

Software: Microsoft Office Packages including Word, Excel, PowerPoint, and Visio versions 2000 - 2013 Lotus Notes and most Adobe Packages

Processes: Document Development Life Cycle (DDLC), Software Development Lifecycle (SDLC), Change Management, Risk Management, Business Process Re-Engineering Analyst, Agile / Scrum, Waterfall Method (PM)

Analyst Tools: Microsoft Project ( Server) 2003 - 2013, SharePoint (Server) 2010, Confluence, JIRA, Slack

PROFESSIONAL EXPERIENCE:

SENIOR TECH WRITER

Confidential - Washington, DC

Responsibilities:

• Creating, enhancing, and maintaining formal technical documentation supporting users to include product Owners, training and helpdesk teams.
• Utilizes writing skills for enterprise level, transactional software and processes, efficient in structuring content and strong attention to detail.
• Documents application and development policies for the Information Technology Department.
• Review existing documentation for grammar, style and formatting
• Select and include photographs, drawings, sketches, diagrams, and charts to illustrate material
• Write/Modify articles so that they are easy to consume, accompanied by screenshots and annotation

SENIOR TECH WRITER / BUSINESS ANALYST

Confidential - Vienna, Virginia

Responsibilities:

• Worked in collaborative with data center technicians, management, security compliance, and the ITSM teams
• Created, edited, and contributed service descriptions for the Service Catalogue for ServiceNow
• Created, edited, and updated all ServiceNow documentation for the Data Centers on the internet as wiki pages
• Maintained Confluence, SharePoint, and Syncplicity document repositories for internal and external access
• Analyzed, created, edited, and maintained technical documentation for information structure, style, and accuracy
• Worked with subject-matter experts to gain an understanding of the technical document to be written or modified (i.e., policy, process, procedure, etc.) and the audience
• Developed and implemented graphical depictions in Visio and PDF to illustrate concepts and communicate complex information of data center layout
• Created procedural documentation for end users of products as well as edit and publish articles for the team on community website
• Reviewed user acceptance testing and edited raw content for end user documentation by reviewing development documents and interviewing developers, technicians, and business users
• Organized information into an appropriate structure, format, and style Adhered to the development and publishing processes, the document audit process, and document version control
• Worked with internal teams to obtain an in-depth understanding of the product, audience, and documentation requirements
• Conducted agile weekly meeting with technicians and management staff as well as maintain project tracking and documentation
• Analyzed existing and potential content, focusing on re-use and single-sourcing opportunities

BUSINESS ANALYST

Confidential - Reston, Virginia

Responsibilities:

• Created Information Assurance Plan and documentation; System Security Plan, Information Security Contingency Plan, Security Categorization Documentation, and Configuration Management Plan
• Worked in collaboration with technical experts and translate information into succinct, organized, and detailed documentation and well as assisted with re-organization of current business model processes
• Translated complex concepts and solutions into multiple types of documents (requirements, compliance, SOPs, test results, etc.)
• Combined disparate materials into documents that flow logically and speak with one voice
• Developed architectural documentation for proprietary software for cloud-computing technologies & web services
• Supported a team of Solutions Architects, data scientists, and subject matter experts who collaborated to create a database using AWS and other scalable, flexible, and resilient cloud solutions that would accelerate the adoption of AWS
• Created configuration documentation and diagrams and assisted with documentation of infrastructure audits
• Created SDLC lifecycle process flows, network and system infrastructure topologies
• Maintained the system documentation library use cases and UML within Confluence

BUSINESS ANALYST / TECHNICAL WRITER

Confidential - Reston, Virginia

Responsibilities:

• Used industry best practices to compile, maintain current, and make documents accessible to OTS staff within a repository of all system and user manuals, diagrams, Contractor-developed software programs.
• Utilized Confluence and Jira per user request tracking system documentation to properly maintain and support all applications and documents.
• Developed and produced documentation necessary for current and future systems for certification by the SEC. Including but limited to, requirement documents, design documents, test plans, security and contingency plans, risk assessments, user and system administrator guides and manuals, and release notes in accordance with the terms of the SDLC documentation
• Organized material and complete writing assignment according to set standards regarding order, clarity, conciseness, style, and terminology
• Created, edited, and contributed service descriptions for the Service Catalogue for ServiceNow
• Edited, standardized, or make changes to material prepared by other writers or establishment personnel.
• Conferred with customer representatives, vendors, plant executives, or publisher to establish technical specifications and to determine subject material to be developed for publication
• Developed architectural documentation for proprietary software for cloud-computing technologies & web services
• Supported a team of Solutions Architects, data scientists, and subject matter experts who collaborated to create a database using AWS and other scalable, flexible, and resilient cloud solutions that would accelerate the adoption of AWS
• Worked directly with subject matter experts to drive the development of internal content including implementation guides, website content, training materials, and other technical documentation
• Conducted peer edits for grammar, style, and form, applying strong attention to detail and ensuring technical accuracy as well as maintain records and files of work and revisions

SERVICE MANAGEMENT PROCESS ANALYST

Confidential - Cherry Hill, New Jersey

Responsibilities:

• Created, edited, and contributed service descriptions for the Service Catalogue for ServiceNow as well as created and edited the Service Catalogue
• Maintained records and files of work and revisions; service descriptions, workshops, templates, communication plans and planning
• Created communications and information documents for global hosting services via email PowerPoint, email templates, workshops, and video conferencing for Service Releases 1 and 2 Coordinated with management and engineering SMEs to create effective user and training communications, PowerPoint presentations, intranet articles, and informational email
• Developed KPIs and workflows for coordinated service implementation
• Coordinated with subject matter experts, management and engineering to create user and training documents
• Defined business best practices to create service documents, monitor and analyze IT processes within the ITIL framework
• Defined and map out processes around business and operational IT services management
• Analyzed and prepares complex cross-functional business requirements and process flows, performs gap analysis between as-is and to-be processes, and makes recommendations on areas for continual process improvement

BUSINESS ANALYST

Confidential, Silver Spring, Maryland

Responsibilities:

• Created and Published Service Documents for new Service ITIL Implementation
• Created, edited and maintained IT user and system documentation detailing procedures for service requests
• Planned, designed, and developed working instructions, policies, processes and SOPs for business-critical communication systems
• Created operational and system documentation working directly with management, quality assurance, and subject matter experts
• Prepared weekly and monthly status reports for client and senior management updates and project progress reporting
• Worked with 42 business units on an Enterprise wide Strategic Plan targeting the county’s IT systems to create a collaborative IT data system solution
• Assisted with business process re-alignment, policy and procedures re-design for more efficient business alignment with the organization structure
• Conducted director and senior level meetings with subject matter experts and technical staff
• Created on-line and hard copy questionnaires to obtain information related to IT initiatives and measured the alignment of County business objectives with current work programs
• Defined and initiated projects plans, and assigned resources (teammates) to manage cost, schedule, and performance of component projects, while working to ensure the success of the program
• Developed procedures and standards for creating technical product bulletins, installation, and maintenance manuals using JIRA to track issues and management development
• Identified and documented project scope, created initial budgets, work plans, and assigned tasks to new resources

TECHNICAL WRITER

Confidential - Silver Spring, Maryland

Responsibilities:

• Wrote and prepared a wide-range of guidelines, manuals, procedures, proofread copies of technical documentation, to ensure accuracy and coherence.
• Corrected errors, omissions, and inconsistency found in documentation.
• Collaborated with subject matter experts to ensure all documentation followed strategic methodologies of the business unit.
• Developed Field IT Operations Manual, Remote Field Operations, and SharePoint Documentation
• Updated SharePoint Design and Configuration Documentation and updated ITIL Service Library documentation
• Worked with senior management, and the IT solutions teams to complete manual designs
• Assisted with on-line and hard copy questionnaire to obtain information related to Field IT initiatives

PROJECT MANAGEMENT ANALYST

Confidential, Baltimore, MD

Responsibilities:

• Designed, developed, and implemented program configuration control process as well as the configuration plan
• Developed, maintained, and implemented standards and procedure for program communication plan
• Developed and integrated milestone charts and documents for use by the program office
• Developed and maintained a continuous business improvement process
• Reviewed project plans of the projects and provided analysis to the program office and feedback to projects
• Implemented formal project management processes and methodologies

TECHNICAL WRITER / DOCUMENTATION SPECIALIST

Confidential - Washington, DC

Responsibilities:

• Prepared reports, briefings, and other presentations related to analysis and program evaluations for the Office of Contracting &Personal Property Management (OCon&PPM)
• Designed, evaluated, recommended, and improved changes of office, external use forms and reports as needed
• Created and composed internal and external reports and program and executive correspondence
• Edited and provided guidance on management, administrative, and technical manuals regarding equipment utilization, program and data base utilization and management on Smithsonian policies and procedures
• Assisted with technical leadership for maintaining Smithsonian’s procurement training and delegations of authority Access database
• Developed procedures and standards for creating technical product bulletins and installation/maintenance manuals