SUMMARY

Skilled Technical Writer who provides logical and detailed project documentation with associated MIS. Creative thinker and expert at researching, authenticating, developing, testing, and documenting processes and procedures to preserve critical information and provide structure and organization long-term. Accomplished Communications Project Manager with a history of organizing and guiding project teams, and ensuring that all project details are successfully completed on-time and within budget parameters. Proven at the creation and delivery of complex, large-scale communications initiatives.

CORE COMPETENCIES

• Multi-year track record as an expert Technical Writer and Editor.
• Specialist at documentation and process development.
• Skilled in closing projects on time and within budget.
• Proven leader with a reputation for getting the job done.
• Unique ability to identify and address related project issues and orchestrate resolutions.
• Accomplished at developing a wide variety of communications tools.
• Expert MIS development skills.

PROFESSIONAL ACCOMPLISHMENTS

Confidential

Research Foundation Grants and Contracts

• Policy and Procedures Manager Technical Writer and Editor
• The New York Office of Child Support Enforcement OCSE has contracted the SPS Research Foundation of CUNY to document procedures throughout the New York organization. Policy and Procedures Manager responsibilities include:
• Manage the coordination of OCSE projects for five 5 Technical Writers
• Develop and maintain project plans for each writer
• Revise existing documentation standards as necessary
• Review and approve edits to scope, content, and format as requested by the client for all current procedure projects
• Ensure the completion of procedures in a timely and efficient manner in alignment with the project plan
• Create tools for Procedures Writers to ensure quality and content standards are met i.e., Change of Scope forms Testing spreadsheet client Submission Letter templates procedure manual template Visio guidelines, etc.
• Institute processes to facilitate the writers project development i.e., Client Scope Meetings
• Meet with client SMEs and all levels of client senior management team regarding development of projects and
• Coordinate priorities with the Project Director and Curriculum Development Manager, based on client direction.

Confidential

Document Business Services DBS Operations

Project Manager DBS Operations / Technical Writer

• Developed, managed, and brought to successful completion all assigned documentation and communications projects. Organized project goals and tracked project progress provided detailed project reports and related MIS. Led project team meetings and identified/resolved all related requirements and issues. Created and document client-specific policies/procedures. Project initiatives included:
• Joint Venture Rebranding Initiative MSSB Project Team Corporate rollout of all rebranded print items to the field. All affected print media was rebranded and shipped by the official announcement date. Resolved 700 field issues.
• Regional Check Processing Project Team Built, equipped, and staffed six Regional Check Print Centers at strategic locations across the country, enabling the Corporate Client to shorten the delivery timeframe of customer dividend checks to two days.

PROFESSIONAL ACCOMPLISHMENTS

• Inventory Control Developed a system of tracking inventory flow locally, nationally, and internationally, and created all necessary tracking sheets, monthly MIS reports, and a procedures manual. At the completion of this project Printing Services gained a true understanding of print inventory and associated dollar value, and the ability to consolidate materials and eliminate unwanted product, reducing cost.
• DBS Suggestion Box Satisfied Firm VOE directive Voice of the Employee , by designing and implementing an elec- tronic Suggestion Box for the DBS intranet website created user guide trained DBS staff on how to navigate the tool.

Technical Writer

• Unified and clarified business objectives by researching and documenting existing processes and procedures for multiple groups within DBS developed, implemented and documented new processes and procedures for the DBS Suggestion Box, Regional Check Print Center, and Inventory Control projects. Completed products include:
• eTracker User Manual Graphics
• DBS Fund Services Manuals for Statement Processing, Confirm Processing, and Check Processing
• Root Cause Analysis RCA Process Guide Buffalo RCA team
• Compliance Fulfillment Process Guide for the Buffalo Fulfillment Center
• Quality Control Process Guide Brooklyn Army Terminal QA team

Confidential

• Liaison between Corporate Realty Services CRS and Citi corporate clients. Ensured the successful completion of client real estate projects recognizing budgetary parameters, corporate policies and procedures, and client requirements.
• Newport Office Center 7 NOC7 Project Team Managed the move of corporate clients to the NOC7 facility in Jersey City, NJ, reducing the Firm's Manhattan annual real estate cost by approximately 3 million while providing our Clients with quality accommodations. Key accomplishments included:
• Vacate 250 West St. Project Team Vacated all corporate clients from the 250 West facility, allowing the Firm to sell the site for 142 million, as well as eliminate all annual operating costs for the facility.
• Downtown Restack Project Team To cut an estimated 10 in operating costs and to accommodate staff from the sell of the 250 West St. facility, corporate clients located in Citi's 111 Wall Street building were restacked, ensuring that all client needs were recognized and addressed.

Confidential

Project Manager Communications / Technical Writer

• Managed all CIS communications tools. Directed the coordination and distribution of all CIS communications and publications to the field representatives. These publications included varied and valuable information on business tools and incentives, enabling and inspiring field reps to reach goals set by the Firm.
• Editor / Contributor: Financial Executive Update weekly Frontline Newsletter quarterly .
• Copy Editor: Assisted CIS Project Managers in editing written copy.
• Writer / Interviewer Financial Executive Profiles for the CIS Intranet website.
• Webmaster CIS Intranet: Managed daily updates interfaced with the technicians on coordinating website projects.
• MIS Manager Created ad-hoc departmental reports/presentations to include the CIS AIM and RIM Ranking Reports, and various Lead Usage and Lead Pool Reports.
• Technical Writer Wrote procedures manuals for the production of the CIS AIM Ranking Report, and contributed to/edited the CIS Sales Management Guide, created brochures, desk guides, etc.