Technical Liaison Technical Writing RESUME US - Hire IT People

PROFESSIONAL SUMMARY

Operations professional with a versatile background and expertise in testing, implementation, technical writing and technical training.

PROFESSIONAL EXPERIENCE

1997 – 2/2010
Confidential,
Technical Liaison/Technical Writing
Provided technical support, technical writing and training on ECMC’s guarantor systems, ensuring seamless process flows between schools, lenders, guarantors and third party servicers. (During tenure changed reporting relationship from within marketing to corporate-wide product development)

At request of senior management, took lead in project supporting key client university in comprehensive overhaul of their financial aid functions. Built and led team comprised of ECMC and university employees to successfully restructure all processes. Created training documentation and job aids to support new functions. Completed all tasks within set deadlines.
Received individual and team awards and recognition for project performance and customer satisfaction.
Led team which streamlined on-line data base process allowing client schools to comply with new federal standards for web-based lender lists. Complied with leader selection guidelines and eliminated potential liability issues. Team performed production control, electronic data exchange, system design, development, testing and verification for functionality, technical documentation and training.
Worked as part of a team on design, testing and implementation of new guarantee system.
Technical Writing - documentation for all process on new guarantee system.
Technical Writing - created and updated user manuals for internal and external customers for all systems
Trained all ECMC employees and external customers on new guarantee system, before deadline.
Set up and trained new schools and lenders on ECMC systems.
Analyzed affects of system changes on internal and external customers. Based on analysis initiated new or enhanced product development and training.
Developed and maintained critical tracking mechanisms for all systems, products and services for schools and lenders.
Served as member of the Content and Electronic Data Exchange committees for “Mapping Your Future”, a national public-service, nonprofit organization providing career, college, financial aid, and financial literacy services for students, families, and schools.

Confidential,
1995 –1997
Subrogation Department Supervisor; Policy Technician; Technical Trainer

Supervised the subrogation department in the transfer of all student loan guarantees to the Department of Education during agency closing (SEAA).
Worked as part of a team to create electronic default management system improving efficiencies and accuracy in subrogation of all State of Virginia borrower accounts to the Department of Education.
Created training programs, wrote documentation and user manuals for all employees on new operations system,

Confidential,
1992 –1995
Supervisor, De-conversion Team; Business Unit Liaison; and Technical Trainer

Supervised the de-conversion of all borrower loans to secondary markets during closing of state the agency (VELA).
Technical Trainer for all departments within operations.
Responsible for all technical support issues.
Provided documentation and user manuals for all operations systems.

Confidential,
1985 - 1990
Relocation Manager; Operations Trainer

Managed all aspects of employee relocation across company sites located on the east coast.
Led major relocation project within operations and bank card center.
Created training packets and organized moves for 23 operations areas for move to new locations.
Established On-The-Job technical training program for four operation centers.

EDUCATION & CERTIFICATIONS

Bachelor of Science – Education
Virginia Commonwealth University, Richmond VA

Associates Degree – Liberal Arts
Averett University – Danville VA

Train the Trainer Certification
University of Richmond

ASSOCIATIONS

Virginia Association of Student Financial Aid Administrators
(Chairman of Membership Committee)

Board of Directors Rolfield Homeowners Association

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