SUMMARY:

Technical writer and business process analyst experienced in removing ambiguity from documents and business process flows/requirements for presentation, training, and process improvement. Over seventeen years of experience in technical writing, business process documentation and analysis, editing, process improvement, project coordination, operational and procedural documentation. BA in English, ITIL and Scrum Master Certified, and Six Sigma Green Belt trained. Able to communicate well at all levels of an enterprise, across all lines of business, to various audiences of customers, and not afraid to seek out answers. Experienced working with business partners in cross - functional and matrixed teams across multiple business functions and components with varying degrees of supervision and direction. Adept at building relationships, delivering training and guidance to others and readily pitching in to help the team succeed where and when needed.

SKILLS:

Scrum Master certified, ITIL V3-Foundations-certified, MS Office, Visio, iGrafx, PowerPoint, SharePoint, Confluence, Snip-it, Snag-it, JIRA, Pivotal, Business Process Analysis, SDLC, process improvement, relationship building, project coordination, meeting facilitation, business writing, technical writing, training materials, process/procedure and workflow documentation, use cases, requirements gathering, user manuals, government documentation, Lotus Notes, Outlook, wordsmith, web training content (creation and editing for consistency, clarity and accuracy), experienced with interviewing subject matter experts (technical and medical), ServiceNow, Standard Operating Procedures, Waterfall and Agile development methods Knowledge of and/or Training in: HIPPA, PCI, Slack, HTML (slowly learning), SIPOC, DMAIC process studies, SOX and ISO Documentation, Puppet, Looker Training, Remedy, Photoshop, Adobe Acrobat, Marketing, Banking, Insurance, web site content, Basic Electronics

EMPLOYMENT HISTORY:

Technical Writer

Confidential

Responsibilities:

• Use established template to create new Implementation Documentation for software engineering projects.
• Multiple simultaneous tasks tracked in JIRA.
• Create an Excel spreadsheet to track the internal progress of individual inflight documentation.

Technical Writer

Confidential

Responsibilities:

• Analyze and edit the current documentation for different audiences using MS Office, Snip-it, and Adobe products.
• Create new communication content and training documentation with Word, PowerPoint slides and graphics.

Technical Writer

Confidential

Responsibilities:

• Analyze and edit the current documentation to find opportunities to update or archive and create new ones to include governance information.
• Create an Excel spreadsheet to track the progress of documentation.
• Interview SMEs to create and update process/procedure documentation for projects using MS Office, Visio, snag-it, and PowerPoint.

Technical Writer

Confidential

Responsibilities:

• Interview technical SMEs to create and edit documentation for software development projects and new tools.
• Manage multiple technical SMEs’ input to minimize down time while translating and documenting information between business and technical teams.
• Create, update, and maintain documentation on multiple Confluence wiki sites.
• Create on-line tool documentation using HTML/Markdown.
• Create/update new version of the ISC catalog of Monitoring Services.

Business Systems Analyst

Confidential

Responsibilities:

• Attend meetings to learn and report to superior on the status of projects to include any roadblocks or issues to send up the management chain.
• Spreadsheet creation and tracking of issues and any needed documents.

Technical Writer

Confidential

Responsibilities:

• Interview technical SMEs to create and update process/procedure workflows and documentation for software development projects using MS Office, Visio, snag-it, and PowerPoint. Maintain team SharePoint document repository.
• Create and maintain Confluence wiki sites.
• Review for Senior Manager, certain emails and communication for clarity and purpose.
• Team’s Project Manager worked with multiple groups so I took the initiative to take on many of her job functions to keep the train running while she was with another team or on extended vacations.
• Act as Scrum Master within the agile methodology; facilitate code reviews, retrospectives, and demos.
• Create story template, lead team to create better stories, sprint planning, and grooming using Jira and Pivotal. Facilitate scrums, standups, and meetings.
• Upon the reduction of contracted support staff, stepped in to use knowledge learned from documentation creation to provide triage to support tickets/questions, provide level one support, and report backlog metrics to Senior Manager for reports to AVP and C level.
• Establish definition of done.
• Create experience maps, processes, and templates allowing team to communicate better with customers to reduce backlog.
• Facilitated move from Jira to Pivotal. Remove blockers with time management by aiding support.

Technical Writer

Confidential

Responsibilities:

• Create and edit ongoing documentation for the Global Security Services Team for ISO certification, PCI compliance and other audit cycles.
• Work globally to support policy and standards documentation. Serve as Technical Documentation asset for Foundations business unit. Team wiki pages
• Conduct audit of existing SharePoint and Drupal sites to update and consolidate for new wiki site and SharePoint site, and identify areas for processes and procedures improvement.
• Create or update Visio diagrams and other documentation items to create clear, accurate/current, and effective documentation for the Email & Apps Product line.

Technical Writer

Confidential

Responsibilities:

• Analyze and edit the current ITIL/ITSM documentation.
• Create new templates to ensure maintainable technical documentation.
• Create iGrafx process flows, PowerPoint slides, and other visuals.

Business Analyst/Technical Writer

Confidential

Responsibilities:

• Gather, create, and edit the current technical (job/batch) documentation, processes, and procedures.
• Use source material gathered from SharePoint site, whiteboard talks, brainstorming sessions, and interviews with subject-matter experts to review and edit information to update SOPs, SATs and create Visio flows and other documentation items to create clear, accurate, and effective documentation for the HDC web product.
• Create SATs to allow for offshore alert coverage. Create Visio flows and other documentation items for integration into SharePoint for training new PMs.