SUMMARY

• Brilliant, multi - faceted, Senior Technical Writer and an outstanding achiever imbibing best practices in documentation, offers a kaleidoscope of industry experience in Telecommunications, Finance, Health Care/Medical field, and Insurance in documenting software and hardware products and services.
• Combining a rare blend of writing talent with Information Architecture, Business Analysis, and requirements gathering skills, successfully mitigated risks due to inadequate assessment of project scope on several projects and expanded the scope of a key documentation project gaining over $4 million in revenue for the company.
• As documentation Manager and Subject Matter Expert in customer documentation, revolutionized customary writing practices in to a repeatable, dependable process as part of the Software Development Life Cycle (SDLC).

TECHNICAL SKILLS

• Information Mapping
• Needs Analysis
• Information Architecture
• Business Analysis
• User Task Analysis (UTA)
• Quality Assurance (QA)
• Peer Editing
• Chicago Manual of Style and Corporate Style Guides
• User Procedure Manuals
• Reference Manuals
• On-line help
• Release Notes
• Installation Manuals
• Operations, Administration and Maintenance (OA&M) Guides
• Quick Start Guides
• Training and curriculum development.
• Grants and proposals
• Request for Proposal (RFP) (Writing and Editing experience)
• Information Security
• Instructional Design
• Content Management System (CMS) and Document Management Systems.
• Health Insurance and Portability Act (HIPAA)
• Medical and pharmaceutical industry
• SharePoint
• MadCap Flare
• Documentum
• DocToHelp
• Virtual Computing Environment
• Web-based Applications( Java environment)
• ITIL
• JIRA/Confluence
• SAP knowledge and experience
• DropBox
• Darwin Information Type Architecture (DITA)
• Application Program Interfaces (APIs)
• OneDrive
• Lucidchart
• Citrix
• XenApp
• XenDesktop
• VDI

PROFESSIONAL EXPERIENCE

Confidential

Senior Technical Writer

Responsibilities:

• Author, route, and update existing documents following change requests.
• Author and coordinate document changes to align with the migration.
• Follow procedures for using systems based on the user roles assigned.
• Reformat existing documents to align with new format requirements and upload to Dropbox.
• Accommodate project schedule to meet business needs and project timelines. Work with subject matter experts and QA to obtain approvals as needed.

Confidential, Chicago, IL

Senior Technical Writer

Responsibilities:

• Fulfilled an urgent need to create User Guides and Training documents for Antares divestiture from Confidential Capital.
• The aggressive timeline for documentation was to meet the migration of legacy Financial systems into Confidential .
• Gained substantial knowledge and understanding of the system; hands-on experience with Confidential over the short span of three months and had an opportunity to work with the Business teams and the Technical team to create user guides for CRM and other hubs of Confidential .
• The focus was to create the entire lifecycle of Deals with key touch points to the various business areas.

Confidential, Chicago, IL

Senior Technical Writer

Responsibilities:

• Worked in the Finance Industry, specifically in the Middle Market Financing space and became acclimated to middle market loan processing and life cycle via Confidential systems.
• Worked closely with the Technology Solution’s team in documentation creation and standardization projects. These projects included Network Infrastructure User Manuals, FAQs, SharePoint document restructuring and User Guides, Security Policies Management, New Hire Orientation guide, Communication material, and so on.
• The role requires interfacing with the Technology team, Leadership and staff to build documentation ground up where required; update, enhance, build templates, migrate content into new templates/format and educate and train individuals and teams to use Word and Email templates in conjunction with the writing standards.

Confidential, Downer’s Grove, IL

Senior Technical Writer

Responsibilities:

• Provided end-to-end support by attending vendor presentations and actively participating in the Q&A sessions.
• Collaborated effectively with project teams leading and making decisions for documentation, testing and was the single point of contact during scrum and stakeholder meetings.
• Actively involved in vendor scoring/rating, feedback and final selections.
• Actively participated in the Proof-of-Concept (POC) testing by conducting performance/stress tests, usability and interoperability tests.
• Worked in conjunction with Desktop Administrators to test, analyze, report and troubleshoot products on XenApp, and XenDesktop (VDI) environment.
• Solely responsible for documentation and testing from the DES perspective.
• Performed end-to-end restructuring of SharePoint for the Desktop Services team. Build a new site driven by metadata content types, lists and other dynamic SharePoint 2010 features.
• Worked on Lotus Notes Team Room for document uploads.

Confidential

Senior Technical Writer

Responsibilities:

• Worked with cross-functional teams to deliver Operations’ Runbooks for internal teams and multiple Infrastructure and technology documents to support Confidential ’s recently acquired Motorola division.
• As the team lead, I managed the documentation project to ensure consistency across documentation sets by building and maintaining custom templates and editing other technical writer content.
• The SDO/NOC teams support and manage Confidential ’s network monitoring platform utilizing IBM’s Netcool in conjunction with Confidential ’s Jump server box implementation.
• This documentation encompasses the current migration from Motorola, the stood-up environment, and support for current customer and business partner needs.
• Jira/Confluence were piloted and tested for this project.

Confidential

Senior Technical Writer

Responsibilities:

• Managed project documentation including timelines, schedules, communications, and project plans for the IT team.
• Built end-to-end training for users across business and IT teams.
• Built and modified templates in Microsoft Office to standardize content management at an Enterprise level.
• Supported leadership meetings by researching, interviewing SMEs and building content to describe ITW’s technology landscape.
• Created multiple user guides, technical documents and handbooks for the development and user teams.
• Documented ITW’s web content development and architecture on a .net platform using APIs (REST and SOAP).
• Provided class room training for the Operations team.
• Worked on JIRA/Confluence for all Project documentation, including user guide progress tracking, application test results and project issues tracking.

Confidential

Senior Technical Writer

Responsibilities:

• Interviewed Subject Matter Experts and collected information specifications to document the Network boundary assets between Confidential and the Fed Govt. client.
• Documented and created Visio diagrams of the network architecture to reflect the main components and functionality including the servers, security devices such as firewalls, Network Address Translation protocols, storage devices and so on.
• Documented the network inventory, software inventory, hardware inventory, protocols, and the access and authorization layers that support the network architecture.
• Created policies and procedures to support Standard Operating Procedures (SOPs).
• Completed Request for Proposal (RFP) responses for an Arkansas Govt. initiative.
• Created templates, edited existing content and created artifacts for documentation.

Confidential, Oakbrook, IL

Senior Technical Writer

Responsibilities:

• Developed user documentation in an Agile environment in conjunction with global McDonald’s standards
• Worked with the Infrastructure teams to build PowerPoints for training AOWs.
• Developed a process methodology document based on the Agile iterative practice.
• Managed market engagements through “just in time” documentation deliveries.
• Scoped, created, articulated and managed internal and external documentation initiatives.
• Documented procedures for the Restaurant File Maintenance (RFM) application on the New Pulse platform.
• Worked with infrastructure and IT teams to capture key emerging technology changes related to platform and applications.
• Deliverables to markets included application support documentation such as Quick Reference Guides, training presentations, and product support manuals and guides.
• Developed documentation on SharePoint sites and pages, Wikis, Blogs, and collaborative authoring and editing mediums.
• Used JIRA for project management documentation and issue tracking/resolution handling.
• Used Confluence to upload documentation related to market requests and to eelink documents to JIRA issue resolutions.

Confidential, Chicago, IL

Senior Technical Writer

Responsibilities:

• Researched and built security measures for DNS servers. Good understanding of naming conventions and DNS-related risks.
• Developed security standards for hardware, software, and platform needs, including measures related to Active Directory and LDAP configurations.
• Gathered existing recommendations and analyzed current standards.
• Researched and developed security policies based on prevalent vulnerabilities.
• Build review decks based on research, existing content, and Subject Matter Experts (SMEs) interviews.
• Conducted reviews and formalized content through iterative feedback sessions.
• Finalized decisions and created new standards.
• Functioned as the group editor to formalize writing standards and edited content for consistency, form, format and style.

Confidential, Woodale, IL

Senior Technical Writer

Responsibilities:

• Created technical documentation and artifacts to support DeVry's IT platform migration from a legacy system to a VMware-based portal.
• Supported Infrastructure and IT teams to deliver quality products by capturing end-to-end process documentation for Banner and ePrint processes to support Student Accounts.
• Developed Visio diagrams to capture infrastructure and Operating System requirements such as UNIX, Windows and so on.
• Built a Solutions Architecture template based on ITIL standards.
• Led enterprise level standards committee for the solution Architect team documentation based on IBM standards and writing best practices.
• Established and led Corporate standards and Style Guide initiatives.

Confidential, Warrenville, IL

Program Manager

Responsibilities:

• Established, documented, and communicated team strategic plan, schedules, and deliverables.
• Tracked progress against overall umbrella plan.
• Led standards and best practices discussions linking style guides, company standards, and policies to create footprints for Document Type Definitions (DTDs) and style sheets.
• Built roadmaps to deploy PTC Arbortext Content Management System.
• Ensured that pertinent team communication flows to and from all internal teams and vendors.
• Orchestrated regular feedback sessions with authoring teams to identify gaps.
• Supplied the impetus for project planning and overall management of all CMS Structured Authoring initiatives.
• Fostered awareness of program initiatives to existing and potential stakeholders.
• Formulated and defined strategic technology goals and objectives within scope of responsibility; verifying compliance with high level business and technology drivers and architecture.
• Established operating metrics and maintained service level contractual agreements.
• Reviewed and analyzed activities, costs, operations, and forecast data to determine project progress toward established goals and objectives.
• Championed establishment and use of common processes and systems; ensured compliance with standards.
• Acted as a focal point for problem resolution and escalation. Identified and resolved or mitigated risks and delivery issues, working within established processes.
• Managed costs and balanced internal budget and tracked budget against actual spending ensuring that the plan did not exceed projections.

Confidential

Project Manager

Responsibilities:

• Master-minded and created a business proposal and gathered requirements for implementing a Content Management System (CMS) in XML. The cost saving from implementing a TeamSite Interwoven CMS was estimated at 30% of production and delivery costs in addition to elimination of other overhead costs.
• Created and socialized the project plan/proposal and XML authoring and publishing platform footprints amongst Senior Management and business teams.
• Performed detailed gap analysis on pilot versions of the CMS installation. Mapped functional and technical requirements for business and technical teams.
• Engaged in Needs Analysis and customer feedback surveys.
• Elicited stakeholder signoffs and agreements on the CMS initiative.
• Ensured Service Level Agreements were met and the product met or exceeded deployment objectives.
• Interacted with vendors and stakeholders. Maintained excellent collaboration with internal and external partners.
• Resolved conflicts and led defect removal efforts.
• Exhibited resilience, responsiveness, and excellent control over people and project governance.
• Managed and exceeded expectations in time line, resource, cost and time allocation.
• Edited, managed, and authored numerous complex, inter-related, technical specification documents and established writing standards by implementing Peer Edit checklists and a Corporate Style Guide.
• Created and managed processes for managing and delivering off-cycle projects. This was the first of a kind off-cycle methodology document introduced in the Release Communications process.

Confidential

Senior Technical Writer

Responsibilities:

• Authored and maintained documents on XML Arbor Text Editor and WebIMS for highly visible customer projects.
• Through understanding of XML authoring, staging, and publishing using Document Type Definition (DTDs).
• Created Help files, and followed XML data flow, parsing, metadata and tagging concepts.
• Led defect removal and troubleshooting on Arbor Text Editor and associated CMS.
• Researched, documented, developed, and led award-winning solutions for integrated networks managed by Confidential -Lucent, Qualcomm, Sprint and third party vendors for next generation solutions including Qualcomm-Chat (Q-Chat) and Operations Maintenance Center (OMC-Q) products. Created outstanding Operations, Administration and Maintenance (OA&M) guides and Installation Manuals to support Element Management Systems (EMS).
• Created a high quality installation manual for the 9980 Applications Intelligence Network Platform (AINP) project for a wireless router by researching external resources and produced the document in record time.
• Researched and defined the scope of a project/product life cycle setting realistic expectations, goals, and milestones for document delivery.
• Authored multiple documents related to Security systems for Information Security at the application and infrastructure levels.
• Successfully implemented Information architecture guidelines and User Task Analysis (UTA) design in the SDLC framework.