SUMMARY:

• Technical Writer with several years of progressively responsible positions in diverse settings.
• Ability to effectively manage projects despite tight deadlines, limited resources, and volatile schedules.
• Proven leader in exceeding client/employer goals while motivating staff.
• Expert at technical writing and communicating with high levels of management.
• Consulting with a wide variety of technical subject matter experts to review and edit existing technical content, create new technical content, and develop a strategy or plan to include the best method or vehicle to communicate the information.
• Developing written communication materials for a wide range of internal and external audiences, using a broad range of methods and vehicles (e.g., social media accounts, internet and intranet sites, newsletters, speeches, presentations, white papers, summary papers, technical reports, etc.).
• Initiating and maintaining effective communication with all internal and external stakeholders, and building cooperative, ongoing working relationships to advance the mission of an organization.
• Collaborating and engaging in ongoing dialogue to stay abreast of the relevant environment that might influence an organization’s mission.

PROFESSIONAL EXPERIENCE:

Confidential

SENIOR TECHNICAL WRITER

Responsibilities:

• As editorial advisor and senior writing consultant to program analysts and personnel in OO, helping to: Identify process improvements related to writing and review; provide solutions for organization and writing challenges within executive - level correspondence and reports for adherence to current HRSA, HHS, and component styles and standards; and training correspondence and program analysts on executive-level correspondence production standards and processes.
• Serve as the authoritative expert on executive-level correspondence production processes and standards.
• Serve as lead Editor for the HRSA OO Director, directing the editing, formatting, and distribution of all executive-level correspondence and reports prepared for the Deputy and Administrator's signature.
• Creating and editing web help, for a financial/budget web application in the HRSA (Health Resources and Services Administration) agency working for the Office of Financial Policy and Controls.
• Create, prepare, and review information and educational technical content for use in various mediums (websites, handouts, newsletters, etc.) to communicate with the HRSA and HHS employees.
• Collaborate with program sponsors/owners to solicit and provide input. Solicit approval for plans, measures and reports progress, facilitates involvement, and provides feedback on communication issues.
• Currently documenting and testing the IRMS (Integrated Resource Management System) web application (developed on Oracle and WebLogic) used by accountants to aid in federal agency budget planning.
• Building Web Help in Adobe RoboHelp for IRMS.
• Created a trouble ticket system and document library in SharePoint for our software development and application testing.
• Created an exclusive training guide for conducing training sessions for IRMS. Coordinated efforts with SMEs and validated data with the DBA and Java developer.

Confidential, NEW CARROLLTON, MD

SENIOR TECHNICAL WRITER/SENIOR ANALYST

Responsibilities:

• Provide communication management, business management, and administrative support to the Credentialing Screening & Intelligence Acquisition Division (CSI/AD).
• Serve as a POC/communications coordinator and support program managers through acquisition, solicitation, and proposal evaluation for unclassified programs.
• Develop new communication methods and strategies that cover the complete spectrum of CSI/AD’s programs
• Perform program management and progress tracking, meeting coordination and conference planning, and document coordination.
• Work in a cross-functional team that delivers high-quality outputs on time and within budget.
• Served as lead Editor for the TSA OA daily briefing, directing the editing, formatting, and distribution of all correspondence and reports.
• Collaborate with diverse teams both within CSI/AD and across organizational boundaries.
• Write and document process manuals for various systems such as CIMS, FDPS, OADB, etc.
• Provide communications, public affairs, and marketing support for HRSA OFM outreach efforts with stakeholders, including officials from other government agencies, non-governmental organizations (NGOs), members of the public, and members of the press.
• Plan and conduct a variety of complex projects and studies that encompass the analysis and evaluation of the distribution of work.

Confidential, HERNDON, VA

TECHNICAL WRITER/COMMUNICATIONS LEAD

Responsibilities:

• Worked with existing documentation, creating standardized formatting and filling gaps that exist in the technical and process details for each system, producing a standardized template for each system and populate that template with existing data.
• Interviewed SMEs for each system to accurately complete and bring all documentation up to date.
• Produced technical templates for each system based on an existing supplied template.
• Wrote procedural descriptions for Active Directory, Exchange 2013 and related components, Blackberry 5/12 and related components, Storage Area Network, Server Physical and Virtual Infrastructure, Enterprise Backup, Configuration Management, Departmental Offices Remote Access (DORA), Desktop Virtualization, Freedom of Information Act & Litigation Support (FOIA\LIT), Mobile Device Management, SPLUNK, etc.
• Worked directly with counterparts within Departmental Offices and Public Affairs team and was frequently called upon to handle requests from both public and senior government officials within the US Department of the Treasury and across the Federal Government.
• Gathered, analyzed and normalized the existing documentation for inclusion in the deliverables.
• Provided technically accurate, completed and professional documents for each system.
• Produced consistent, comprehensive documentation that provides the requisite level of detail to fulfill operations, security and audit requirements.
• Wrote internal memos, white papers and press releases from the CIO’s office.
• Defined and developed the correspondence style guides, correspondence standard operating procedures, and associated training for employees across the Departmental Offices and field.
• Worked with mandated management reports to identify, compile and analyze data and prepare complex personnel administrative and management reports.
• Served as the subject matter expert and consultant as a member of interagency or intergovernmental teams or standing committees addressing methods for writing and editing to convey highly complex concepts to meet the requirements of Confidential customers at multiple levels.
• Maintained web content driven by changing situations.
• Participated in Department of Treasury committee meetings to review writing and editorial policies and guidelines, resolve style and editorial differences, and make recommendations for updating the requirements consistent with office priorities and program needs.
• Wrote day-to-day communications as and when needed.
• Produced consistent, comprehensive documentation that provides the requisite level of detail to fulfill operations, security and audit requirements.
• Developed and implemented policy and guidance based on Federal and Departmental regulations and guidance using a high degree of administrative and synthesizing skills.
• Worked with managers and SMEs to identify and maintain current, accurate position descriptions for all employees.
• Applied analytical and evaluative methods to develop recommendations that improve the efficiency and effectiveness of program operations.
• Served as a technical authority to managers concerning administrative policies; AND
• Designed and conducted comprehensive management studies to develop and implement functional short- and long-range plans; AND
• Developed and delivered briefings, status reports and correspondence to managers.

Confidential, INCLARGO, MD

TECHNICAL WRITER/COMMUNICATIONS LEAD

Responsibilities:

• Developed, revised and reviewed SOPs (Standard Operating Procedures).
• Wrote policies and protocols for the Records Training, Evaluation, and Monitoring (RTEM) Branch.
• Maintained all knowledge based work files and revised them periodically.
• Established style guidelines and standards for internal DHS and Confidential documents.
• Coordinated and facilitated JAD sessions for Business Process Modeling and Notation in addition to documenting and following up on the deliverables.
• Worked on harmonizing workflow and management of assets and resources with SMEs and partner agencies.
• Conducted and collaborated research, meetings and analysis in coordination with stakeholders.
• Developed ideas for better processes.
• Served as resident expert with subject matter knowledge in writing and editing in direct support Confidential program office activities and advised on all executive-level correspondence issues.
• Prepared analytical documents and data summaries using standard electronic publishing tools.
• Created and maintained templates for operations and quality documents.
• Facilitated additional documentation being an onsite writer.
• Wrote press releases in coordination with DHS Comms.
• Created, prepared, and reviewed Confidential written materials (talking points, fact sheets, briefing materials, memoranda, etc.) for use in conducting, facilitating, and supporting internal and external outreach, briefings, events, meetings, and speeches.
• Developed and implemented communication materials for a wide range of audiences, including executives, working level, and large-scale audiences (over 3,000 individuals). Types of materials included, but were not limited to, internal and external letters, newsletters, web-based content, information memorandums, white papers, presentations, Congressional questions for the record, operating procedures and processes and public inquiries.
• Maintained content of the DHS website in coordination with the IT professionals.
• Served as the primary writer/editor supporting the planning, researching, writing, editing and coordinating materials for high-level and complex correspondence, reports, and other documents for signature by upper management officials of the highest levels at the Department of Homeland Security (DHS) and USCIS.
• Used communications and knowledge management activities to enhance the organizations’ impact as a premiere organization for innovative transportation solutions.
• Helped develop and implement a comprehensive outreach strategy and marketing campaign to promote Confidential services to DHS stakeholders and potential project sponsors.
• Performed any and all other types of writing tasks assigned from time and time and whenever needed.
• Conducted research, analyzed legislative issues and trends, followed Congressional hearings and briefings, to develop and finalize master copies of meeting or marketing materials to achieve Confidential goals and objectives.
• Researched, wrote and proofread technical documents for consumption by management.
• Branched out and networked with IT professionals to obtain complex details and present them in a simple manner.
• Created PowerPoint presentations, handouts, press releases, responses to press inquiries, responses to Congressional requests for information, and informational posts to the Permitting Dashboard.
• Provided communication leadership on Business Process Modeling and Notation-based initiatives and projects.

Confidential, MCLEAN, VA

COMMUNICATION MANAGER/TECHNICAL WRITER

Responsibilities:

• Enhanced usability of manual for service level management application (SLM Express): reorganized content to reflect tasks, removed redundancies, exhaustively tested application, corrected inaccuracies, documented unknown features, and clarified prose.
• Eliminated clerical waste-motion and improved accuracy of release information by coordinating with IT experts on Web-based, Perl application that tracked progress of 100+ hardcopy and online documents.
• Managed aggressive schedules by creating detailed communication project plans, getting stakeholders to agree to plans, comparing progress to internal milestones, and taking corrective actions as early as possible.
• Successfully documented developer tools: software developer kit (SDK), application program interface (API), command line interface (CLI), and script functions. Worked with programming experts to test these tools while documenting.
• Created internal consumption style guides, FAQs, glossaries, fact sheets, announcements, web content, etc.
• Discovered and fixed problems with online Help for an application deployment system (Distribution Server) by working with support to identify top customer issues. For example, clarified user roles by changing vague description of each role to list of tasks permitted by role; hyperlinked each task to instructions for task.
• Worked closely with the Business Process Modeling and Notation and Service Desk Managers to document process and procedures for the IT Service Operations Team supporting workstation and client side applications.
• Proactively identified communications opportunities for Retail Bank Contact Center and Retail Branches (audience of about 10K associates) that aligned with the strategic vision for the team to continually improve communications that ensured a well-informed, front-line workforce.
• Provided strategic and proactive communications support that aligned with the communications strategies being executed within the Retail and Direct Bank and Local Distribution.
• Reviewed, analyzed, and controlled complex correspondence, reports, documents, and other materials received in the Office of the Chief of Staff.
• Identified strategic opportunities to develop communication to the field that conveyed significant corporate messages like Confidential ’s Mission, customer focus, franchise ownership, etc.
• Determined the appropriate organization and level for review and response in accordance with Confidential policies, procedures, and requirements.
• Wrote, edited, and produced high-visibility, high-priority products that effectively explained and interpreted the Confidential ’s voice and opinion on a variety of highly complex issues.
• Monitor records, file and revise work from time to time.
• Drove a communications consulting model that used a strategic mindset to influence and determine appropriate communications proactively. Developed communication deliverables that greatly impacted the audience
• Provided communications support to the Retail and Commercial banking executives and leadership teams.
• Owned, enhanced and executed on a communications calendar that was aligned with communication activities that were ongoing or being developed in branch/contact center/Specialty Sales.
• Promptly conveyed employee concerns and grievances to the senior management, received via different digital channels.
• Designed and produced master copies of outreach marketing materials for various audiences
• Contributed, proofread, and edited content for the Confidential blog - The Pulse.
• Created, administered, and facilitated communication plans and online media outreach.
• Assisted in content management of the Confidential blog - The Pulse - including identifying guest bloggers, and sourcing content for the Confidential social media profiles (e.g. Twitter and Facebook).
• Played a prominent role in setting up and maintaining Confidential ’s internal and external social media sites. Liaison between the management and associates for Voice of the Associate - a digital tool for employees to air their work-related views. Worked in close contact with the Marketing Department for developing Facebook, Twitter content and act quickly in case of negative customer feedback.
• Assisted in developing integrated communications strategies and outreach plans for branches and contact centers.
• Identified and developed media and influencer lists to support proactive outreach and engagement promoting Confidential initiatives.
• Maintained internal calendar of key organizational initiatives, communications, events, and timely internal dates.
• Developed messaging and talking points for senior executives and provided feedback on presentation and speech delivery.
• Actively contributed to inclusive work environment by valuing other people regardless of differences and took an active role in promoting practices that support diversity, inclusion, and cultural competence.
• Drafted documents from raw data. Worked with engineers and IT professionals on regular basis.
• Interacted with project management, operations' staff, business users and technical subject matter experts.
• Completely revamped the digital communication process by introducing to the point, humane and simple style of writing. Reduced the number of communications from 5 to 6 a day down to 1 concise communication every morning to branches, contact centers via CRWeb and email portals. Worked with our partners to ensure a smooth transition.
• Created 4 types of digital communications in addition to regular messaging. Those communications were the Daily Communication (addressed to the contact center bankers), OneSource Daily News (addressed to branches), News You Can Use (every Tuesday addressed to both contact center and branch associates), and Look Ahead (every Friday addressed to the branches providing details for events of the coming week).
• Consistently delivered top results on the Retail banking communications front being progressively responsible for supporting expanding operations and piloting successful new programs. Highly regarded for communication, organizational, and analytical qualities that contributed to effective leadership in training and motivating associates in professional growth to achieve corporate goals.

Confidential, LANHAM, MD

SENIOR EDITOR-TECHNICAL WRITER

Responsibilities:

• Researched, edited, and proofread reports/transcripts, ensuring their compliance to house style of clients
• Managed team of 15 editors.
• Used and provided guidance on various word processing, desktop publishing, electronic publishing programs/systems.
• Reworked draft publications to ensure clear, concise and accurate written executive-level correspondence products that catered to a diverse audience.
• Monitored national and international financial markets.
• Wrote reports by following events that were distributed to various news publishing houses, such as, Reuters, AP and AFP.
• Developed strong creative writing skills in the process and gained invaluable technical writing and copywriting experience in a digitized financial environment.