SUMMARY:

Expert technical writer with 28 years of writing, business analysis, security, system administration and project management experience seeks her next challenge. Detailed knowledge of software development, cable/ telecommunications, pharmaceutical, publishing, and financial/insurance industries, including compliance, policies and standards. Thrives in agile environments, with team or standalone, on site or remote.

SKILL:

AIX

MS DOS

BSD UNIX 4.2, NetBSD, FreeBSD

Pyramid OS

HP/UX

Solaris and SUN OS

IBM OS/2

UNIX System V

Linux (various)

UnixWare

Mac OS X

Windows NT/2000/XP/Vista/7/8/10

Basic cgi, Perl, Python

C

HTML, CSS, DHTML, DITA, RSS, XML

C++

Java, Javascript, Confidential ++

Database Technologies

Informix

Ingres

NoSQL

Oracle

Lotus Notes, Domino

Paradox

Microsoft Access

SharePoint 2007, 2010, 2013

MongoDB

SQL Server

MySQL

Sybase

Adobe Acrobat Professional git, PVCS, sccs, Subversion

Proofreading, editing

Adobe Captivate

Google Docs

Rally

Adobe Illustrator

Google Drive

Remedy

Adobe Muse

Google Hangouts

RoboHELP, RoboHTML

Adobe Photoshop

Jira

RSA Archer

Airwatch MDM

Leankit

ServiceNow

Amazon Workspaces AWS

Mailchimp

Skycure awk, nawk, sed, make

Markdown

Splunk

Confluence

Microsoft Excel

SnagIt

Content Management

Microsoft PowerPoint

Tableau

Crystal Reports

Microsoft Word

Trello cshell, kshell, shell, tshell

MobileIron MDM

Twitter Analytics ed, vi, emacs nroff, troff

Visio

Office 365

Workboard

Docker pic, cip, tbl, eqn, mm

Yammer

F5

PowerShell

YouTube

FrameMaker

EXPERIENCE:

Confidential, Philadelphia, PA

Senior Technical Writer/Analyst

Responsibilities:

• Interacting with general counsel, GCISO, CPISO, EVPs, SVPs, other senior leaders, and architects, to clarify and strengthen security policies, standards, and guidelines.
• Governance and MAP remediation.
• Writing, revising, proofreading, editing.
• Writing, revising, proofreading and editing security operations procedures, secure coding procedures, monthly article to employee population (140,000+) on security topics. Weekly security team internal newsletter (200 audience), infographic design, web sites, PR, DNC Convention top ten security tips, other related technical and end user manuals. Expert in Excel, Word, PowerPoint and Visio.

Confidential, Raritan, NJ

Senior Communications Specialist (Consultant)

Responsibilities:

• Writing, proofreading, editing and publishing all communications including user guides, quick references, help guides, mobile security and Confidential policies, FAQs, installation guides, town hall trainings and other materials. Audience is product champions, suppliers, sponsors, management, VIPs and end users in each business unit and global operating company (180,000 total). Expert in tools including website design (HTML/CSS), wikis, SharePoint, Confluence, Leankit, Adobe Acrobat, Excel, Word, Vision, PowerPoint and other content and product management systems.
• Designing, writing, revising, proofreading and editing playbooks, plans, product updates, and quarterly and annual reports.
• Liaising with product owners for all global infrastructure and end user computing initiatives, providing communications as well as product and project management support to meet product commitments.
• Reviewing, documenting, and revising plans, user guides, functionality and stakeholder matrices, training materials, and FAQs for mobile end point security product; pivotal member of controlled introduction team.
• Troubleshooting installation and use issues for Office 365, AWS/ Confidential and mobile end point security products; among first controlled introduction and proof of concept (PoC) users/testers. Communicating urgent workarounds to PoC community and documenting testing issues on internal content management systems including web sites (HTML/CSS), wikis, Confluence, and SharePoint.
• Communicating and addressing Office 365 and AWS/ Confidential issues and complaints from VIPs, sponsors, suppliers, and end user employees/consultants across all global operating companies.

Confidential, Philadelphia, PA

Senior Technical Writer (Consultant)

Responsibilities:

• Designing and developing X1 incident and release communication playbook, using ITIL and SDLC methods per client standards, working with division and national teams.
• Coordinating streamlined communications processes across internal and new multiple - system operator partner teams.
• Devising 170-point incident interaction diagram for clarity, distilling into 10-step 1-page checklist. Superior performance led to checklist and diagram adoption by CTO and other leaders, aiding board member discussions, significantly reducing pain points across many areas. Expert in Word and Excel.
• Setting standards for agile “just enough” release and runbook development documentation, assisting teams in meeting documentation requirements where release cycles (sprints) of one week or less are common and delivery dates are highly changeable. Creating and revising templates and checklists. Expert in Word, Excel, Visio and PowerPoint.
• Live transcribing scrums as well as design sync meetings to assure release information and design requirements are accurate as rapid agile release details morph.
• Developing change control board standard operating procedures, internal team and external training materials, and design documentation for integration between Jira, Remedy and ServiceNow ticketing systems.
• Updating change tickets during daily change control board meetings; team reviews ~400 changes per week.
• Testing and reporting on design changes in sandboxed Jira and ServiceNow environments, leading to improved performance and usability for change and release management teams during system transitions.
• Revising format for senior leadership team two week look-ahead plan, increasing usability and clarity. Assisting change managers in editing plan, keeping it up to date and ready for presentation daily.
• Locating, revising, and publishing release notes across all X1 platform system elements weekly, assuring availability for division and field staff on an open SharePoint site. Following up with teams about missing release notes. Archiving release notes as appropriate.
• Creating a comprehensive (2000+ term) searchable glossary by researching and collating terms and acronyms across organization-wide Confluence and SharePoint content, providing to all headquarters, division and national staff, eliminating confusion and frustration during onboarding and all project phases.
• Archiving out-of-date content on Confluence, SharePoint, wikis, websites and other content management sites, establishing archival procedures.

Confidential, Washington, DC

Senior Technical Writer, Security Specialist

Responsibilities:

• Creating, writing, and editing documents using ITIL and SDLC methods to support federal government contract activities using expert skills in Word, Excel, Visio and PowerPoint, mainly for IRS.
• Reviewing existing documentation for Oracle JBOSS integration audit platform, assuring compliance with NIST security standards.
• Guiding technical and engineering teams to consensus, assuring documentation quality, posting to SharePoint, Confluence, wikis, web sites and other content management sites.
• Public trust security clearance.

Confidential, Wayne, PA

Senior Technical Writer (Consultant)

Responsibilities:

• Conducting, documenting and managing several critical multi-day workshops using ITIL and SDLC methods and expert Word, Excel, Visio and PowerPoint tools to identify high-availability (HA) and disaster recovery (DR) current state and gaps.
• Live-transcribing fast paced multi-person sessions (5-25 attendees including employees, management, vendors and consultants), condensing into synopsis, action items, and questions for SMEs.
• Reviewing workshop deliverables with management; obtaining buy-in on action items, priorities, next steps, communicating deliverables via email, web sites, wikis and SharePoint. Extrapolating workshop documentation into project plans for HA and DR gap remediation.

Confidential, Titusville, NJ

Employee Mobility Analyst / Technical Writer (Consultant)

Responsibilities:

• Administering 40,000+ mobile devices in use worldwide, including iPad, Win8 tablets, company-owned phones and personal devices.
• Maintaining mobile device loaner program for IT and management users, including coordinating interns.
• Whitelisting, testing, managing access and application pushes using F5 and Airwatch MDM.
• Designing and maintaining SharePoint database of F5 whitelist items, including electronic CISO and business owner signoffs and approvals for information security auditing.
• Creating documentation and training materials to support mobile and Confidential users to meet SDLC standards using expert Word, Excel, Visio and PowerPoint skills, including live video capture of training sessions, broad email communication, wiki design and updating using HTML/CSS, SharePoint, and other content management tools.
• Creating documentation and training materials for pilot usage of Windows 8 tablets and iPad devices, requesting users to go laptop-free for 1-3 days to establish pain points and preferences, and gathering/analyzing program feedback using email, FAQs, wikis, and SharePoint.

Confidential, Princeton, NJ

Primary Analyst/Technical Writer

Responsibilities:

• Interfacing with internal clients and external companies to evaluate and translate their needs into technical requirements, plans, and processes for secure systems access using SDLC methods.
• Creating and revising enhancement requirements documentation using expert Word, Excel, Visio and PowerPoint skills.
• Testing system enhancements with technical teams, business users, and external partners.
• Designing report requirements, quality checking, and calculating/revising quarterly service level metrics, using Crystal Reports, advanced Excel functions, Access databases, and Tableau.
• Recommending secure connectivity solutions between internal clients and third party partners.
• Troubleshooting access problems across functional teams, complex networks and applications, including root cause analysis, user testing, global trouble calls, and escalation/resolution procedures beyond standard help desk capabilities. Determining and documenting root cause analysis for serious multi-day outages.
• Maintaining external partner company database, auditing data for completeness, reviewing database biannually with business sponsors.
• Reviewing and answering questions submitted to external partner and information security email groups using secure email, FAQs, wiki content on web sites and SharePoint, and Yammer.
• Coordinating, attending and documenting meetings that often include third party partners. Coordinating quarterly service delivery team reviews and other audits.
• Key member of security awareness core and roadshow teams, audio cast team, intern development team.

Confidential, PA/NJ/NY

CEO, Expert Technical Writer

Responsibilities:

• Managing and performing technical writing and project management projects through entire system development life cycle (SDLC), including writing, editing, proofreading, scrums, and analyzing root causes. Expert in Word, Excel, Visio and PowerPoint as well as other content management systems.
• Researching, designing, writing, and revising system administration guides, user guides, operations guides, architecture guides, requirements, online help systems, troubleshooting guides, FAQs, and wikis.
• Documenting and revising web site for CPA professional insurance and medical malpractice insurance application process. Documenting Medicare Advantage health insurance application process, use cases.
• Managing, reviewing and auditing all aspects of system, access and network security across all platforms. Coordinating vendor review and planning for global implementation of enhanced security tools.
• Coordinating working groups, organizing results into content management systems, documenting and advising on security, system development, infrastructure, and end user policies and procedures.
• Designing and administering various databases. Features include automatic notification and nagging via email, multiple approval levels and document structure. Monitoring usage. Devising standards for all forms/menus/reports and assuring compliance. Documenting database structure and procedures.
• Administering servers and client machines on various platforms. Adding and deleting users, maintaining PostScript printer services, monitoringuucp and network elements, developing backup/restore procedures and scripts, and installing system upgrades.
• Implementing development tools including sccs and make file standardization, MR tracking system, generating manpage from headers, and improved build system. Providing programming/scripting/macros.
• Testing, debugging, packaging and documenting Java development toolkits.
• Designing and developing prototype multimedia training systems, online help systems and web sites using HTML, CSS, XML, DITA and other structured content management systems.
• Training novice users in UNIX, the X Window System, HTML, JavaScript, FrameMaker, IconAuthor, Microsoft Windows, Microsoft Word, Excel, SQL, and Mac software.
• Providing FrameMaker training and expertise to a variety of large teams, including book building, group file sharing strategies, structured documentation, and SGML techniques.
• Planning and coordinating computer conferences for 2 volunteer-run groups, one regularly having over 2000 enthusiast attendees and nearly 200 volunteers, the other having 150 professional attendees with paid entrance and 30 volunteers. Coordinating local events and meetings for other grass-roots organizations and charities.

Confidential, New York, NY

Project Leader

Responsibilities:

• Managing specification design and development of Confidential 's ATM software.
• Coordinating translation of English ATM screens into 16 languages.
• Designing pictographic fonts for the Mac, including Japanese, Korean, Chinese, and Thai, developing mnemonic schemes to represent pictographic characters in ASCII documents and flat electronic files.
• Designing and maintaining several language databases in FileMaker (PC and Mac) and Paradox.
• Developing and testing a tool which used a Mac front end tied to a UNIX database (Ingres) and FrameMaker to auto-generate design specifications and ATM screen code.

Confidential, San Jose, CA

Proposal Coordinator, Windows Training and Sales Specialist (Consultant)

Responsibilities:

• Testing new Frame products prior to customer demos and general availability. Test planning, creating test scripts, running and analyzing cross-platform tests (UNIX, PC, and Mac), and preparing configuration and distribution software for release.
• Rewriting and customizing sales proposal materials for key bids. Providing industry knowledge significantly contributed to the sale of over 8000 FrameMaker licenses.
• Reviewing proposal materials for commercial and federal accounts and developing boilerplate repository, saving extensive work-hours per proposal, improving overall quality, and standardizing layout.
• Creating and collecting training/demonstration software and documentation into a repository for sales representatives, eliminating confusion and repeated phone calls to locate information. Implementing SDLC standards.
• Organizing, coordinating, and running special events including trade shows, demonstrations, vendor days, and in-depth technical training sessions.

Confidential, Freehold, NJ

Project Manager (Consultant)

Responsibilities:

• Organizing and leading meetings several times per week to investigate status of critical activities in planning, architecture, configuration, test, and implementation areas and assigning action items.
• Documenting and distributing meeting discussion and action items; provoking follow through on action items. Expert in FrameMaker, Word, Excel, Visio and PowerPoint.
• Planning, analyzing, and documenting hardware and software configurations for over 100 development, test, pilot, and deployment sites.
• Planning and coordinating for internal and external (contractor) documentation teams. Supporting upper management with writing and graphics skills, creating templates and enforcing documentation standards.
• Coordinating and analyzing test scenarios; providing insight and support to testing staff. Coordinating, maintaining and reviewing configuration management and software management plans.
• Analyzing logical data model and database tables to manually create graphic representation of physical data model. Reviewing data dictionary and stored procedures.
• Analyzing and documenting compilation and memory management problems while porting software from SUN to HP environments.
• Training novice users to use UNIX, FrameMaker, and graphics applications.