PROFESSIONAL SUMMARY:

• Twenty - five years of experience developing documentation for technical audiences, including API documentation, system documentation, user, and administrator manuals.
• Excellent communication skills, an upbeat approach, ability to work well with people in all roles
• Skilled at turning raw information into finished documents, making complex technical information easily understood and actionable for general audiences.
• Experienced at documenting requirements, business rules, functional and technical specifications, business and IT processes.
• Diverse industry knowledge, including banking, real estate appraisal, health maintenance organizations, web services, biotech, and hazardous waste.
• Process consultant — develops workflow maps, identifies resources as well as gaps and inefficiencies, and creates model policy documentation, compliant procedures, and user guides.
• Skilled at developing information from diverse sources and communicating effectively with a wide range of disciplines. Demonstrated ability to quickly acquire knowledge of new businesses and systems.
• Professional, innovative, resourceful, and detail oriented.
• Proven ability to work independently, prioritize projects, and meet deadlines correctly.
• Procedures documentation for end users and system administrators
• Documentation of data-transformation technology including Cloud applications.
• API documentation and system documentation
• Requirements, business rules, functional and technical specifications, business and IT processes
• Compliance procedures development
• Business process analysis
• Workflow mapping
• Data mapping

TECHNICAL SKILLS:

Technology: Adobe RoboHelp 7 and 9, FrameMaker, Captivate, Acrobat Professional 9.0, MS SharePoint, Team Foundation Server, MS Office Suite 2003, 2007 & 2010, Freemind 0.9.0, postgres, Confidential data-transformation, Oracle Tutor, TechSmith Snag-IT, PeopleSoft, UltraEdit, UML, Visio 2003, Web Content Management Tool, NetResults Tracker, Pivotal Tracker, and company wikis.

Languages: .NET, Visual Basic, HTML, SQL, XML, JavaScript, Tesseract, NOMAD

PROFESSIONAL EXPERIENCE:

Confidential, San Ramon, CA

Business Analyst

Responsibilities:

• Procedure documentation to implement the Dodd-Frank rules.
• Project reporting and document maintenance.
• Documentation of consumer lending policy and underwriting guidelines.
• Revised and streamlined Customer Due Diligence questionnaires.
• SharePoint site document maintenance and access management.
• Program coordination for Mortgage Loan Origination System program - contractor onboarding, accrual reporting, meeting coordination.
• Forms and procedure documentation for Consumer Due Diligence (CDD) compliance.
• Tools/Environment: MS Office, intranet loan-origination app, SharePoint 2013.

Confidential, Oakland, CA

Business Analyst

Responsibilities:

• Creating contextual JavaHelp and WebHelp.

  Tools: RoboHelp 9 and JavaHelp SDK for WebHelp and JavaHelp (Content management tools).

Confidential, San Francisco, CA

Business Analyst

Responsibilities:

• Creating web-based HIPAA compliance procedures.

  Tools: ; (CMS- Content Management) RoboHelp 9 for WebHelp content.

Confidential, San Rafael, CA

Business Analyst/Technical Writer

Responsibilities:

• Created/maintained release notes and web-based user documentation.
• Tools/Environment: RoboHelp, UltraEdit, Internet Information Services (IIS), MS Office, Stylus Studio XML editor, company wiki.

Confidential

Business Analyst

Responsibilities:

• Created and maintained end user guides, business process documentation, Team Foundation Server admin guides.
• Documented a web-based integration with connectivity via API.
• Tools/Environment: SharePoint, SDLC, Team Foundation Server, MS Office, UltraEdit.

Confidential, San Jose, CA

Business Analyst

Responsibilities:

• Developed business process documentation for lean supply chain management.

Confidential

Business Analyst/Technical Writer

Responsibilities:

• Developed API documentation.
• Developed documentation for web-based, end user applications.

Confidential, Mountain View, CA

Business Analyst/Technical Writer

Responsibilities:

• Created API documentation for web services.
• Developed Administrator guide, Account Activation Setup guide, and user guide for web-enabled Email Monitor application.
• Identified gaps in and need for reorganizing of web-based Knowledge Base. Currently rewriting entire Knowledge Base.
• Tools/Environment: Stylus Studio XML editor, UltraEdit text editor, MS Office, company wiki, Email Monitor, User and Administrative applications in the Production and Development regions.

Confidential, San Rafael, CA

Content Manager/Technical Writer

Responsibilities:

• Developed and maintained all content for web user interface for a social networking application.
• Developed major functional definition document to support U.S. patent application process for the client product.
• Developed and updated administrators’ guide for Ripple Home Server, a teleconferencing and content management tool.
• Tool/Environment: MS Office, Ripple Home Server, Web Content Manager from Malter Corp., Talkee Online QA website.

Confidential, Rancho Cordova, CA

Process Analyst/Technical Writer

Responsibilities:

• Developed template and redesigned hazardous-waste guidance documentation for delivery to Caltrans, the California transportation agency.
• Developed web tools for navigation for above documentation.
• Tools/Environment: MS Office, Adobe Acrobat Professional 8.0.

Confidential, Lafayette, CA

Technical Writer

Responsibilities:

• Developed QA/testing design documentation for IT staff.
• Tools/Environment: MS Office, Visio 2003.

Confidential, San Francisco, CA

Process Analyst/Technical Writer

Responsibilities:

• Developed internal (Windows) and external (web) user guides for Second Lien computer application.
• Consulted on IT process flow and developed at auditable, compliant procedure documentation (including Change Control) in Word and HTML form.
• Tools/Environment: MS Office, MS SharePoint 2003 Portal Server, Pivotal, Active Directory, AT&T Web Portal, Track-IT, Postini, PowerVault 122 Autoloader, Veritas Backup Exec, PBX, Octel, Second Liens system.

Confidential, San Ramon, CA

Process Analyst/Technical Writer

Responsibilities:

• Conducted extensive consultation on and developed content and management of accounting procedure documentation for internal audience.
• Tools/Environment: MS Office, MS SharePoint 2003 Portal Server, Best MAS200.

Confidential, Walnut Creek, CA

Process Analyst/Technical Writer

Responsibilities:

• Consulted on and developed documentation for the loan origination process for a new portfolio lending program.
• Developed SBA Lending risk assessment (Sarbanes-Oxley and operational).
• Tools/Environment: Harland MortgageWare 8.3eR3 and Thin Client 3.1; Providus RiskResolve; MS Office.

Confidential, Walnut Creek, CA

Process Analyst/Technical Writer

Responsibilities:

• Developed documentation of data warehouse design tool for IT managers, software architects, and database administrators.
• Tools/Environment: SDLC, Dwarf Data Warehouse Design Tool; MS Office; Visio 2000, Adobe FrameMaker.

Confidential, Pleasant Hill, CA

Business Analyst/Technical Writer

Responsibilities:

• Developed documentation, including templates, using the SDLC for system enhancements leading to nationwide implementation of the Collateral Management System (CMS) interface.
• Developed data mapping, transformation spreadsheets, software configuration guides, and extensive flowcharting to support end users and third party vendors.
• Developed internal website presenting system process, maintenance and troubleshooting documents for easy access by systems support staff.
• Tools/Environment: MS Visual Studio 6, VB HyperDocs, MS SQL 6.5 and 2000, HTML 4.0, JavaScript, MS Office, Visio 2002 Professional, VM, NOMAD, SnagIt.

Confidential, Concord, CA

Business Analyst

Responsibilities:

• Managed notifications to home equity loan customers of the acquired institutions as mandated by the federal Real Estate Settlement and Procedures Act (RESPA).
• Met regulatory timelines and developed content for loan servicing arrangements and financial product conversions in compliance with RESPA.
• Performed compliance audits.
• Tools/Environment: MS Office, mainframe Shaw West, mainframe WEBS.

Confidential

Business Analyst/Technical Writer

Responsibilities:

• Developed documentation and flowcharts for about 20 HR processes, from application and hire through termination, for Confidential Permanente Program Office and Confidential Permanente Information Technology, as well as out of state HR regions and the payroll processing group.
• Developed comprehensive end user and documentation for customized KPeople (PeopleSoft/Tesseract HR/Payroll) system at Confidential Permanente within a tight timeframe, and effectively managed production and nationwide distribution of user and publications.
• Developed documentation for PeopleSoft and Tesseract table maintenance procedures and bi-directional interface for customized KPeople system. Developed comprehensive procedures for PeopleSoft and Tesseract security administrators.
• Tools/Environment: PeopleSoft 7.5, SQR, Tesseract, Oracle, Networks Inc. CONVOY, MS Office 97, MS PowerPoint, MS Excel, Visio 5.0, SnagIt.