PROFESSIONAL SUMMARY:

• Professional Technical Writer that actively participated and accomplished responsibilities including MS Exchange administration, web designing, reports writing and French bilingual services. Held multiple positions as an independent resource as well as a critical team member across different continents and contributed to the successful completion of assignments in IT, manufacturing, process and financial industries.
• Technical Writing/Web Designing/ Business/ Data analysis / report writing
• Experience in various fields including over 10 years in US in planning, writing, editing, researching, developing, reviewing, revising, and publishing a variety of documents associated with hardware, software, processes, procedures, migration, UI applications, incident management and training
• Created deliverables related to ISO compliance, SDLC projects, transition, steady state support, SLA reports, incident & change management, installation instructions, workstation roll outs, distributed network systems, data center operations, and web applications.
• Worked on ManageNow, a suite of integrated web tools in the Tivoli Service Desk to assist level 2 and level 3 support personnel and other account management teams and report writers.
• The suite allowed both Problem Manatement and Change management tools in tracking the appropriate requests.
• Developed, published and maintained online technical documentation in IBM content team rooms
• Designed Web sites and made revisions incorporating graphics and visual aids, and provided content support; validation and manual testing, and site integrity
• Participated in product development projects, business / data analysis, gathering requirements, streamlining raw data, designing, developing, and modifying reports in IBM Managed Operations / Reports team
• Developed Exchange to Exchange Migration application product documentation,
• Performed Exchange server administration, application support, user mailboxes migrating from 5.5 to E2K3, and server support as an IBM Enterprise Messaging Team member (MS Exchange Server Systems), provided active directory user administration, and Tier II / III support services
• Rendered, pre and post migration support in Lotus notes migration project, developing procedures documentation in Confidential messaging co - existence team
• Provided Business Communications, participated in developing Proposals, Contracts & Compliance Documentation, and acted as a liaison with customer personnel, corporate clients and vendors during startup, transition and closure of technical turnkey and collaboration projects across multiple countries.
• Participated in recruitment of management trainees, assessed training needs of staff and organization, created program documentation, and imparted training in PCs and office software
• Maintained training data base, coordinated HR programs, and documentation

TECHNICAL ENVIRONMENT:

Systems: AIX - IBM X station, AS400, E2E, E2K3, MS Exchange 5.5/2003 Servers, Hyper-V, VMware, Windows 2008/2012, Windows 8.1; Windows2000/XP/ 98/X360/X365/NT / 95 Mainframe, TSM Robots, Terminal Server Client, Metaframe Client, and Remote Desktop

Tools: Microsoft Office suite 2010, 2003, MS Word, MS Access, PowerPoint, Excel, Visio, Project, Acrobat, Asset Management Tool, Attachmate MyExtra Enterprise, Remote Control for NT/2K/2K3 Servers, Quest Migration Tool, Dameware, Remedy IT Service Management (E), Messagestats, Exmerge, EMC Legato Emailextender for Notes, HP Helpdesk, McAfee, Crystal Reports, Data dictionary, Dbase, Oracle 11G, Apex, HTML, CSS, JavaScript, Macromedia Dreamweaver, QuarkXPress, Micrografx, Photoshop, SnagIt, OHP, Manual Testing, Tivoli Problem / Change Management, scanners, Vital link;

Working knowledge: AP Stylebook, RoboHelp X5 Office, SharePoint, Framemaker, Linux, XML.

Methodologies: ISO, SDLC, Quality Assurance documentation

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Developed installation and site configuration documentation - SharePoint
• Developed document to set up virtual machine in Hyper V and create a clone.
• Created amortization table in excel and documented the process.
• Assisted in preparing a technical solution document for migrating to exchange 2007/2010 describing the scope, resources and process
• Developed process and flow diagrams for secure login; troubleshot HW/SW issues; performed recovery and back up of O/S, Removed malware from desktops
• Developed lab network and created Windows virtual servers and machines in Hyper-V and VMware workstation. Installed Windows 2012; SQLServer 2012; SharePoint 2013; Exchange 2010;
• Worked with Oracle / Apex Web applications to develop workspaces, web pages and tables and documented the process.

Tools: MS Office suite, SnagIt, Photoshop, Acrobat, MS Visio, SQL, Oracle 11G, Oracle Apex, Windows 2012; SharePoint 2013, SQL2012 Server, MS Exchange 2010, Dreamweaver, VMware, FrameMaker, XMLNotepad and VirtualBox

Technical Writer

Confidential

Responsibilities:

• Developed documentation for web based Enterprise Messaging migration administration UI portal application.
• Tested the product interface components, developed content, incorporated graphics creating comprehensive the process documentation.

Tools: MS Office suite, SnagIt, Photoshop, Acrobat, E2E, SQL server, Windows 2008, and VirtualBox

Technical Writer

Confidential

Responsibilities:

• Studied and provided documentation for java application enhancements,
• Installed and configured Windows 2008, Exchange ‘07, created mailboxes, and moved from 2003 in lab.
• Installed and configured Linux and Windows OS using Virtual box.

Tools: Office suite, SnagIt, Photoshop, Acrobat, Windows 2K8, MS Exchange 2K3, 2007, Outlook, Ubuntu

MS Exchange Administrator

Confidential

Responsibilities:

• Developed Process and procedure documentation
• Worked with exchange system architect, gathered the requirement details, defined, tested and created a process and procedure to provide a report on meetings, chairs and participants for specific Outlook Resources
• Edited “Right answers” help system documents for support personnel
• Performed pre migration checks to validate smooth transfer of data, participated in mail system testing
• Carried out post migration tasks, editing AD, validate migration of mailboxes, monitoring Remedy ARS for Incident Management and archiving tasks.

Tools: Exchange 2003, Lotus Notes 8.01, EMC Legato Extender- Emailextender for Notes, MTS, Outlook, Office suite, Remedy Action Request System- BMC IT Service Management - Incident Management Console, KVS Vault

MS Exchange Administrator

Confidential, Poughkeepsie, NY

Responsibilities:

• Provided messaging and documentation support to maintain a large mail server infrastructure and messaging applications ensuring the SLA requirements.
• Worked with messaging system architect, developed documents for new user migration, process for PST creation, handling of Task tickets, and fine-tuned exchange server build procedures document,
• Researched, edited technical data, troubleshot, evolved workarounds and tested the fixes for various messaging application and server related problems,
• Rendered level 2/ level 3 support by monitoring, assigning, updating, and resolving Severity 1, 2 and 3 related tickets, documenting the root cause and resolution process
• Performed daily health checks, analyzed backup data and tested OWA, mailbox functionalities, monitored MTA queues, IMC connector queues on Exchange Servers and presented status reports
• Participated in daily Messaging operations review meetings

Tools: MS Exchange 5.5, E2K3, X360, X365, Quest Migration Tool, Messagestats, Exmerge, Remedy Help Desk, Outlook, Office, PowerPoint, Excel, SnagIt, Lotus Notes, Citrix Metaframe Client, Citrix Server, Remote Desktop, Terminal Server, Dameware, Remote Control for NT/2K/2K3 Servers.

Confidential

Responsibilities:

• Created help documentation to install Windows and Exchange Server and configure Active Directory User Administration.
• Creating PSTs using Ex-merge to extract data from Mailboxes
• Public Folder permission assignment; Migration aspects of moving Users from Exchange 5.5 to Exchange 2003 using Quest Migration tools
• Power point presentation introducing the system, product knowledge and most common outlook and exchange problems.

Technical Writer

Confidential

Responsibilities:

• To facilitate employee training at different data centers, developed a comprehensive Operations Manuel after analyzing the tasks, workflow, editing, updating existing processes and incorporating new processes.
• Roles and responsibilities, Shift turnover, ticket processing using HP Openview Service Desk,
• Monitoring the MainFrame consoles, mvs display commands, establishing various TSO sessions to access data, reports and media maintenance,
• Mounting, loading scratches, drive swapping, Tape retention, utilizing Vital link application, reconciliation of media after return from safe custody, recalls, disaster recovery preparation,
• Utilizing Attachmate MyExtra Enterprise for working with various AS400 systems, Rumba AS400 sessions for Recovery and Backup Media Services, and preparation of tapes for a Disaster Recovery.

Tools: Mainframe, Attachmate MyExtra Enterprise, AS400, Rumba, TSM (robots), Citrix, Windows2000/ Windows XP, HP Helpdesk, Vital link, scanners, Office 2003, Visio, Acrobat, Templates, and Photoshop

Technical Writer

Confidential

Responsibilities:

• Participated in regular joint application development meetings with the client to understand the process functionality and gather the requirements,
• Created ISO deliverables documenting the requirements analysis, development planning, design development, standards, testing, validation, acceptance, replication, installation and maintenance,
• Participated in Web development with layout and optimizing images for the application v1.
• SmartWheel: Developed user manual for wheelchair management VB application
• Designed and developed internal and external websites.
• Gathered requirements for company’s technical assistance website and built a prototype. Created web properties, maintained web sites using standard techniques, alternate text and readability guidelines,
• Designed web sites, created page elements for navigation, links, popup windows, reviewed, proofread and edited web content. Ensured a consistent look and feel of all web pages.
• Composed text and layout for printed product documentation for client’s annual report. Modified lotus forms, created user guides and Help documents for Recruitment Management System,
• Created orientation course and conducted refresher training sessions for Technical Recruiters.
• Developed Multimedia Sales presentations, flow diagrams.

Tools: Macromedia Dreamweaver, HTML, CSS, JavaScript, Photoshop, Illustrator, MS Office suite, MS Project, QuarkXPress, MS Visio, Notes, Acrobat, ISO Quality Documentation, Testing, and SDLC

Technical Writer

Confidential

Responsibilities:

• Performed data analysis, designed, created and modified ad hoc and periodic reports utilizing Crystal reports and Db2. Developed Core Reporting Package and user documentation
• Designed and developed Notes application for Reports Repository Database,
• Worked on ManageNow, a suite added to the TSD to assist leve 2 and level 3 support personnel, account management teams and report writers.
• The suite allowed both Problem Manatement and Change management tools in tracking the appropriate requests.
• Mapped front end display names in the process flow to the corresponding back end data base tables and fields by creating a number of queries.
• Utilized the relevant data dictionary, db2, and crystal reports for this purpose.Created query documents.
• Compiled Server Data from LAN Operations/ Distributed Monitoring / Back up / Security Services for LAN Admin Procedure documentation.
• Modification of roll out documentation and workstation installation manual,
• Modification of roll out documentation and workstation installation manual
• Creation of procedure documents for video conferencing equipment & Distributed Systems Monitoring
• Research and develop documents for publishing regularly and maintain team rooms
• Review, analyze site services for measurements/ billing, participate in daily technical review and SLA performance meetings of commercial accounts
• Interact with team members from EMEA, create, compile, publish and maintain daily review meeting proceedings and SLA management documentation.

Tools: AIX - IBM X station, MS Office suite, Visio, Lotus suite, HTML, Photoshop, Lotus Notes / Designer, Sametime, SQL, DB2, Data dictionary, Crystal Reports, Asset Mgmt Tool, McAfee, e-ESM Tivoli Problem Management