SUMMARY

• Over 15 years of experience as Instructional Designer, Technical Writer / Editor and Business Analyst wif broad IT operations experience across business sectors dat include finance, IT, military, manufacturing, veterinarian and medical wif teh majority of deliverables in XML, SGML, HTML code and Word, and PowerPoint.

TECHNICAL SKILLS

Software: MS Office Suite (Outlook, Word, Excel, PowerPoint, Visio)

Publishing: MadCap Flare, Adobe FrameMaker, InDesign, BookMaster. Adobe Acrobat, Adobe PageMaker, Adobe MS Publisher, QuarkExpress, MS FrontPage, HTML, SGML, XML, CSS

Graphics: Adobe Illustrator, PaintShop Pro, Adobe PhotoShop, CorelDraw

Project Management: MS Project, Primavera

Help File: RoboHelp, HyperWise

Statistical: SPSS, Stata

Methodology: ITIL, SDLC

Data: Crystal Reports

Email: Outlook, MS Outlook Express

Library Management: TFS, Documentum, InfoMax, SharePoint, PVCS, CVS, Subversion

Collaborative: SharePoint, Lotus Notes, eGroupware, MS Outlook, Novell GroupWise

PROFESSIONAL EXPERIENCE

Confidential, NC

Sr Technical Writer

Responsibilities:

• Creating templates for major deliverables mandated by PMO.
• Drafting Service Portfolio Catalogue for internal customers and developing Service Description Catalogues.
• Writing Service Handbooks for NIST compliant Vulnerability Management, WEB Application Scanning, End of Life Service, Security Configuration Management, Antivirus Management, End - User Firewall Management and Security Resilience Testing for security teams in U.S., Europe and Asia.
• Drafting NIST oriented Certification and Accreditation (C&A) proposal for IS executive management.
• Participating in Bitsight documented service description and evaluation for corporate.
• Writing a span of comprehensive vulnerability procedures, process flows and RACIs.
• Developing critical service consumer sub-services overview and requirements for ServiceNow (SNOW).
• Wrote SLA and OLA.

Confidential, NC

Sr Technical Writer

Responsibilities:

• Responsible for writing procedures for vendor risk tracking.
• Writing program usability for risk tracking changes proposal and risk re-categorizations.

Confidential, SC

Process Analyst

Responsibilities:

• Responsible for process capture and gap analysis as well as Visio diagrams.
• Wrote critical RC procedures in compliance wif Federal Reserve requirements and Confidential Compliance.
• Developed training content and reference manual foundation.

Confidential, NC

Technical Analyst

Responsibilities:

• Rapid, time sensitive Capital Analysis and Review (CCAR) Mid-Cycle Stress Tests construction in compliance wif teh Federal Reserve Bank requirements.

Confidential, NC

Information Developer

Responsibilities:

• Responsible for designing InfoMAX Wealth contact center markup language template optimized for quick content need and rapid reading.
• Migrating over 500 procedural articles and redefining content inclusion and/or markup language placement design.
• Remediating pre-migrated, seven year-old noledgebase for CC Wealth Management.

Confidential

Sr Technical Writer

Responsibilities:

• Responsible for redesigning and coding runbook in MS Word.
• Creating Visio diagrams and PowerPoint presentations for team, upper management and client.
• Responsible for writing and editing ViPR SRM implementation runbook addressing planning, installation, configuration and security, administration, and troubleshooting.
• Cross-teams content writing and editing.

Confidential, NC

Sr Technical Writer

Responsibilities:

• Using wysiwyg and direct xml coding, responsible for writing, rewriting and editing assigned medical applications’ test scripts and release notes.
• Reviewed, performed and in cases rewrote test scripts using data and codes.
• Managed documentation in TFS and Madcap Flare and coordinating shared efforts wif team members.
• Performed a thorough overhaul and update of teh HL7 coding reference library and conversions.

Confidential, NC

Regulatory Analyst

Responsibilities:

• Addressed CCAR regulatory compliance to FDIC and Federal Reserve.
• Developed business process flows to capture non-compliance gaps and recommend remediation.
• Wrote LOB operating procedures mandated by teh Federal Reserve Board.
• Tracking and communicating via TFS or SharePoint for SME collaboration.
• Created template and authored formal documentation process (from draft to approval process and archiving).

Confidential, City of Charlotte, NC

Process Analyst

Responsibilities:

• Performed business requirements and process capture, development and gap analysis.
• Created department work flows and business procedures related to teh deployment of PropWorks.
• Created RACI and provided PM wif tasks.
• Wrote documentation process management and proposed SharePoint content management strategy.
• Created process diagrams in Visio and PowerPoint presentations.

Confidential, NC

Oracle UPK Training Developer

Responsibilities:

• Updated industrial processes, procedures and video training using UPK wifin Citrix environment; topics included Sales, Shipping & Receiving, RX & RXi and batch metals processes.
• Edited and published training, train-teh-trainer materials and PowerPoint presentations.

Confidential

MarCom/Editor

Responsibilities:

• Authored marketing content
• Advising on forms of marketing, content and layout and business-to-business communication.

Confidential, NC

Sr Technical Writer/Editor

Responsibilities:

• Documented internal records/messaging archival and discovery procedures, identified gaps, and captured and documented processes and methodologies for Legal Department compliance. Also wrote SOPs for McCracken and bank’s proprietary mortgage software.
• Composed Technical Writing methodology, including review, edit, and acceptance and sign-off procedures.
• Defined SharePoint and Documentum use for collaboration wif SMEs.
• Created and updated WBS (Work Breakdown Structure) for reporting to project manager and leads.
• Created or participated in teh development of complex swim lane process flows across various IT teams.

Confidential, NC

Sr Technical Writer

Responsibilities:

• Developed program for fast-tracking document deliverables, library management and WBS reporting.
• Created Visio diagrams for complex data, network, Cloud and backup Cloud facilities, F5, etc.
• Documented enterprise "as built" development system components (WebSphere, NFS4, F5 Load Balance, Network & Security, Virtualization, Cloud Computing, Active Directory) for test team.
• Created MS Visio integration and data flow diagrams and PowerPoint presentations for executive meetings and integration consultants.
• Participated wif test team on infrastructure test drafts for upper management.
• Participated in two tier progress and issues meetings.
• Tracked effort in Excel and generated work effort reports.

Confidential, NC

Business Analyst

Responsibilities:

• Performed functional requirements, data mapping, cleaning and standardization for Great Plains and SolveDirect integration.
• Created functional Visio diagrams for Accounting, QA and Training.
• Created Excel pivot tables for support and sales/marketing analysis.
• Performed device-data conversion for FDA compliance; merged and edited support case histories; integrated wif Knowledgebase.
• Wrote customer SLA for Sales and Support departments.
• Wrote proprietary SOPs and created Visio process flows for enterprise finance, support, and management as well as queries for Sales & Marketing.
• Wrote QA functional test scripts, testing schedules and reports.
• Generated business reports in Excel from systems-wide databases for management level reporting.

Confidential, NY

Business Analyst

Responsibilities:

• Conducted comprehensive business/IT organizational and process and gap analysis wif critical recommendations for intra-department cooperation.
• Wrote an efficient documentation and revision process for resource lean environment.
• Liaised wif SMEs, PeopleSoft software development team and UAT (User Acceptance Test) group creating new development documentation, acceptance and enterprise dissemination process.
• Conferred wif management and key stakeholders on corporate DM (Document Management) solutions using Open Source software, WBS template and work-flow/documentation process.
• Modeled, wrote and diagrammed end-user instruction sets and created training documentation for upgraded Payroll and Billing software modules in UPK Developer for future emulations.
• Developed functional end-user and QA test script documentation.

Confidential

President/Owner

Responsibilities:

• Business Intelligence, analytics, research and investigation for emerging market prospects.
• Participated in writing RFTs (Request for Tenders).
• Used MS Project and WBS for tracking work efforts.
• Developed and delivered training programs.
• Real Estate analysis on old US Embassy, Zagreb.
• Member of Board of Directors for demining NGO (Croatian ‘Patriot War’ landmine removal).

Confidential

Senior Manager, ID, Technical Writer, Editor

Responsibilities:

• Managed creation and publishing of end-user documentation and training for Patriot Missile System Logistics (Oracle) using MS Project and WBS for daily reporting to ITIL project manager.
• Redesigned documentation for military logistics and procurement to best serve end-user content needs, including ease of use through consultative proposals and recommendations, based on sample deliverables testing.
• Developed site specific military logistics training/courseware (approximately 30% effort of project).
• Wrote technical documents, including design documents, implementation & deployment plans, and runbooks.
• Wrote, and diagrammed in Visio multiple site LAN/DBA configurations and security, changes in data schema, process flows and module relationships. Wrote and edited functional test scripts.
• Performed CM/QA role for documentation and Oracle code and management of pre-implementation test scripts.
• Wrote and edited new functional test scripts.
• Managed test team and responsible for test schedule and reporting.
• Due to development slippage, engineered strategy for accelerating document deliverables schedule.
• Participated wif Program Manager in writing two major Oracle RFQs.