SUMMARY:

• Write and produce a variety of technical manuals, flowcharts, process maps, diagrams, illustrations, templates, proposals, and other products to reduce costs, save time, and benefit workflow.
• Unique technical and creative writing talents.
• Create original documentation from scratch.
• Expertise in writing organizational policies and procedures.
• Write procedures in a consistent standard format.
• Strong interpersonal communication talents to work independently and partner with culturally diverse people, teams, and customers.
• Interview a variety of subject matter experts.
• Translate technical information into simplified language for users.
• Communicate business and technology needs, requirements, and capabilities.
• Research, analyze, gather, organize, and clarify information.
• Identify and fill - in informational gaps.
• Develop instructional materials, resources, and strategies.
• Apply legal and regulatory requirements.
• Maintain a centralized process assurance document control repository of all information and changes.
• Write content for websites.
• Produce computer screen shots using various graphics applications.
• Write and edit military publications.
• Handle difficult situations diplomatically and actively follow-up with others.
• Patience and perseverance to work through ambiguities and unknowns.
• Stand-up presentation, instruction, and coaching talents.
• Perform audio voice-over narratives of procedures.
• Open, flexible, and adaptable.

TECHNICAL SKILLS:

Software Packages: Microsoft Office Suite, Visio, SharePoint

Graphics Tools: Snagit, Adobe CS, and Publisher

Digital Photography:

Office Technology: High-Tech Learning, Warren, MI

PROFESSIONAL EXPERIENCE:

Confidential

TECHNICAL WRITER

Responsibilities:

• Demonstrated strong interpersonal communication skills and collaborated with culturally diverse subject matter experts to produce daily written support documentation quickly and on-time.
• Translated complicated technical processes into simplified language for users.
• Wrote procedures in a consistent standard format.
• Implemented an integrated common language for all users.
• Responded urgently to global markets and customers.
• Demonstrated self-initiative and drive and produced immediate written procedural results.
• Created and maintained a priority list of procedures to produce.
• Created and applied an originally formatted procedures template.
• Actively worked with team members and management to gather information.
• Assisted program management in developing a written Change Request Procedure.
• Created and updated electronic forms accompanying written procedures.
• Rebranded existing policies and procedures into a new format.
• Produced detailed diagrams and flowcharts of infrastructure complexities.
• Ensured business and technology policies and procedures were in sync with one and other.
• s and Financial Savings
• Applied knowledge of legal and regulatory requirements to internal security policies and procedures.
• Ensured documented processes were put into place in preparation for an audit.
• Created written policies and procedures where there was little or no documentation for the organization.
• Saved substantial time and money by standardizing and streamlining processes and procedures.
• Improved organizational communication and efficiency by identifying and eliminating redundant processes.
• Created communication alert systems to enhance the flow of information.
• Applied standard best practices.
• Applied Defense Information Systems Agency (DISA) Security Technical Implementation Guide Standards (STIGS) for the Department of Defense (DoD) to internal security policies and procedures.
• Applied National Institute of Standards and Technology (NIST) measurement standards.
• Applied Health Insurance Portability and Accountability Act (HIPAA) requirements.
• Applied Payment Card Industry data security standards.
• Applied Gramm-Leach-Bliley requirements.
• Applied International Organization for Standardization ISO/ IEC 1 .
• Applied Information Technology Infrastructure Library (ITIL) practices.
• Identified and documented risks and impacts.
• Identified organizational and informational strengths, weaknesses, and roadblocks.
• Identified and filled-in informational gaps.
• Clearly defined objectives, definitions, and outcomes for users.
• Clearly defined roles and responsibilities by title and functionality in order to ensure organizational accountability, effective team interface, and follow-up of information.
• Maintained a centralized process assurance document control repository and detailed revision history of all written procedures, documents, and changes.
• Developed and maintained a controlled tracking system for all procedures listing reviewers, due dates, completion dates, and approval signatures.
• Wrote and routed procedures in various draft stages throughout the organization.
• Obtained organizational approvals and sign-off’s.
• Updated final approved policies and procedures to SharePoint.
• Presented to senior management the status of completed procedures and project documentation using pie charts, graphs, and condensed written summaries.
• Analyzed and interpreted detailed technical data to produce procedures.
• Extracted key data from cryptic white board notes, volumes of information, and unclear instructions.
• Compared, reviewed, and synthesized many documents into one master document.
• Compiled and brought together highly complex technical documents from multiple sources into one consistent procedural format.
• Conceptualized and organized detailed data according to logical systems, components, specifications, and application functionalities.
• Ensured d requirements and specifications data were accounted for and cross-linked to the correct user applications.
• Identified and recorded informational exceptions and unique data.
• Organized and presented data in the correct sequence of procedural steps.
• Produced a checklist of hardware and software inventory items included as part of written procedures.
• Created an original IT Communication Notification Alert System. This unique communication system was used as an internal vehicle to let users know about important daily information and critical customer deliverables.
• Created an original IT Process and Output System. This user read-only functionality provided an output of key summarized data about underlying technical processes, including infrastructure servers, networks, databases, and applications.
• Cultivated relationships and built credibility with others in the organization.
• Applied soft-skills to understand different individual personalities, mind-sets, perceptions, needs, and styles of communication.
• Demonstrated patience and perseverance to handle difficult people and work through trying times and situations.
• Assisted, coordinated, communicated, and followed-up with all levels of the organization to produce written procedures.
• Carefully listened, followed directions, and wrote and imparted instructions to others.
• Prepared and organized questions and information ahead of time before interviewing busy subject matter experts.
• Actively initiated communication with internal subject matter experts to obtain information to develop policies and procedures.
• Provided updated information to other team members and management.
• Demonstrated flexibility and adaptability to quickly changing information and priorities.
• Demonstrated flexibility to work on proposed plans, action items, and solutions which changed or never materialized.
• Multi-tasked and worked on various written procedures at the same time.

Confidential, Columbus, Ohio

POLICIES AND PROCEDURES WRITER

Responsibilities:

• Re-built the banking branch website which included policies, procedures, and instructions for bankers, tellers, and assistant bank managers.
• Partnered alongside the policies and procedures team to ensure content was accurate, easy-to-understand, clear, and up-to-date.
• Interviewed and collaborated with business and technology subject matter experts to obtain key content information.
• Gathered, organized, and clarified information in order to re-write detailed content for the policies and procedures website.
• Combined and simplified content.
• Quickly interpreted and simplified industry jargon and legal language.
• Re-wrote content in compliance with regulatory and legal requirements.
• Re-wrote existing content based on current branch policy and procedure writing and style guidelines.
• s/ Business Impacts/ Financial Savings
• Increased automation and streamlined processes by reducing the number and complexity of computer screens a teller has to navigate and process while waiting on customers.
• Simplified procedures for new employees in order to understand and process information more quickly.
• Clarified financial processes in order to avoid cost over-runs.
• Saved time, money, and telephone calls by reducing confusion bankers and assistant manager’s experience using the website by eliminating unclear, inaccurate, and conflicting information.
• Enhanced efficiency and benefited workflow by identifying, clarifying, and leveraging when, where, and how to access critical website tools more quickly.
• Content Deliverables
• Clearly defined objectives, definitions, and outcomes for users.
• Spelled-out and established clearly-defined roles and responsibilities by title and functionality to ensure organizational accountability, effective team interface, and information follow-up.
• Re-wrote and coordinated varying multiple pages at a time to keep the project momentum going and execute deliverables on-time.
• Ensured business and technology content information were synchronized and presented together.
• Confirmed correct account systems and customer services were captured, recorded, d, and up-to-date.
• Certified content included tools and cross-linked information to the correct product guides, bankers support telephone numbers, and on-line request forms.
• Updated other cross- data.
• Identified and recorded “exceptions” to the data when and where needed in the content flow.
• Completed content information in missing data fields.
• Captured, sequenced, and flowed information from high-level to low-level progression.
• Ensured screen shots were clear and information was accurately called out.
• Organizational and Project Management Interfaces/ Active Team Engagement
• Traveled in-person to the on-site office center to meet with the team lead and senior-level management.
• Re-wrote content sections and pages as directed and assigned by the team lead.
• Facilitated and incorporated additional information as needed from project and program managers, according to executive management directives.
• Participated in weekly conference calls and status meetings to keep the team lead and others up-to-date on key deliverables. Communicated to the team lead work plans for the upcoming week ahead.
• Worked with subject matter experts and determined the best way to send and receive information and collaborate with them.
• Actively engaged with subject matter expert’s in-person and via email, texting, and direct telephone calls.
• Followed-up with subject matter experts in varying time zones at different times of the day.
• Prepared and organized questions and information ahead of time the night before in order to interview subject matter experts the following day.
• Proactively ensured team leads, managers, subject matter experts, and other team writers were notified when starting new procedural re-writes upfront early-on in the process.
• Coordinated, communicated, and followed-up with subject matter experts and team writers to update important informational changes.
• Incorporated multiple changes from subject matter experts and team writers to produce procedure re-writes.
• Updated final approved informational changes to the SharePoint drive.
• Reached-out to other team members for assistance when experiencing informational difficulties.
• Observed and interviewed tellers and assistant managers at a bank branch office location in order to learn, ask questions, and acquire information about their daily experiences, job responsibilities, strengths and weaknesses, challenges, and suggestions how to improve procedures.
• Communication and Soft Skills
• Cultivated relationships with others in the organization.
• Tactfully approached and persuaded others with busy schedules to provide information in order to get required information.
• Displayed comfort and confidence while working with ambiguity and unknowns.
• Showed patience, flexibility, adaptability, and perseverance to work through trying situations and changing information to over-come challenging circumstances.
• Demonstrated patience and perseverance to work in a lot of very complex changing moving informational procedural parts without seeing or knowing the over-all project timing, continuity, and output.
• Carefully listened, followed directions, and wrote and imparted instructions to others.
• Quality Assurance and Document Control
• Developed, managed, and maintained a separate content control/ change history repository of all captured data and on-going informational changes.
• Ensured content sections and pages were consistently organized and maintained in accordance with publishing rules for review and routing.
• Distributed organizationally approved content, as necessary.
• Style Guidelines and Formatting
• Incorporated mandated regulatory and legal “musts”, “shoulds”, and important “notes”.
• Applied “change tracking” software to denote changed content in order for others to review and monitor changes. Saved and uploaded final version changes to the SharePoint drive.
• Re-wrote specific concrete actions in a logical step-by-step format.
• Applied active-voice and passive-voice style of writing when and where appropriate throughout content sections and pages.
• Re-wrote content in a conversational tone and style while preserving the voice of professionalism.
• Conveyed spirit behind the words in order for them to come through in the content communication.
• Applied color to identify, separate, and highlight key information and changes, where needed.

Confidential, Detroit, MI

BUSINESS ANALYST/ TECHNICAL WRITER

Responsibilities:

• Partnered and collaborated with global banking business and technology customers and suppliers to produce a high-level Master Release Project Charter which outlined business plans and regulatory requirements as set forth in the Basel 2 implementation plan.
• Interviewed subject matter experts from the business finance modeling team to gather requirements.
• Applied an understanding of customer requirements and the end users’ level of technical aptitude.
• Worked with senior-level management to provide and obtain information and build consensus regarding project direction.
• Demonstrated knowledge, creativity, and company practices and priorities to obtain solutions to complex business and technology problems.

Confidential, Livonia, MI

TECHNICAL WRITER

Responsibilities:

• Created, wrote, and edited and technical support materials for various user audiences.
• Researched information and interfaced with various business and technology subject matter experts to obtain data to produce materials.
• Presented information in a user-friendly format.

Confidential, Troy, MI

WRITER

Responsibilities:

• Researched healthcare data and interviewed Physician Confidential to obtain information to create original patient recovery written materials.
• Wrote healthcare information for patients that included Web content and brochures.

Confidential, Novi, MI

TECHNICAL WRITER

Responsibilities:

• Created, wrote, and improved automotive business and technology policies, procedures, and guidelines to achieve compliance to quality management systems.
• Interviewed business system users and technical staff to produce documentation.
• Identified, gathered, organized and produced requirements documentation.
• Produced detailed user documentation for both internal and external customers, including management, finance, material planning and shipping, and quality.
• Presented information to users in an easy-to-understand documentation control matrix/ flowchart format.

Confidential, Livonia, MI

TECHNICAL WRITER/ EDITOR

Responsibilities:

• Provided an internal process assurance document control function for a military defense engineering design company with outside commercial and military aircraft customers.
• Collaborated with internal designers, engineers, and program managers along with outside customers to produce written documentation.
• Improved communication and organizational efficiency by ensuring the accuracy, consistency, and effectiveness of technical documentation for internal staff and external customers.
• Updated project management documents in addition to writing and editing business program management materials.

Confidential, Southfield, MI

TECHNICAL WRITER

Responsibilities:

• Created, developed, organized, and produced various healthcare insurance business and information technology user manuals, procedures, flowchart diagrams, illustrations, and computer-based materials (web, intranet, and hard copy publications), as it applied to enrollment and payroll benefits administration, accounting, and sales.
• Produced data for internal users and external healthcare clients, carriers, and customers.
• Produced a Client Administrator Eligibility Maintenance System Manual, automating enrollment tasks and consolidating billing.
• Reduced costs by highlighting organizational inefficiencies and redundancies, producing flowcharts and diagrams of current state business and technology processes.
• Worked with stakeholders to re-engineer and simplify processes.
• Captured computer screen shots and inserted call out text captions into various documents and materials.
• Documented and distributed meeting agendas, minutes, issues, impacts, and action items.

Confidential, Grand Rapids, MI

TECHNICAL WRITER

Responsibilities:

• Wrote, developed, and produced healthcare policies, procedures, and infrastructure diagrams for the information technology data center and over-all healthcare organization to improve workflow and business continuity.
• Wrote data center standards, emergency procedures, change control procedures, and virtual access to server procedures.
• Developed business analysis and risk assessment documentation.

Confidential, Bingham Farms, MI

TECHNICAL WRITER

Responsibilities:

• Created recruiting materials to train new hire recruiters as well as regular employers. These materials applied to business areas including sales, operations, and employee care.
• Planned, organized, and developed a written Student Workbook and Instructor Guide to improve employee performance and productivity.
• Gathered requirements and collaborated with recruiting subject matter experts to advance initiatives.
• Created and wrote course objectives, lessons, exercises, discussions, instructions, quizzes, role-play activities as part of the deliverables.

Confidential, Livonia, MI

TECHNICAL WRITER

Responsibilities:

• Created and wrote an original high-level template defining information technology and business continuity disaster recovery requirements. This high-level template outlined detailed current state and future state processes.
• Reduced corporate financial loss by documenting risk assessment data.
• Traveled to various customer site locations throughout the United States to obtain data.
• Interfaced with customers to obtain documented infrastructure solutions.

Confidential, Detroit, MI

ANALYST

Responsibilities:

• Researched, planned, and wrote policies and procedures for government employment service agency staff.
• Developed and delivered written employment modules and materials for the adult learning audience, writing scripts, learning activities, practice assessment questions, and evaluations.
• Researched, analyzed, and interpreted federal and state laws, rules, and regulations to update employment policies and procedures and materials.

Confidential, Wyandotte, MI

TECHNICAL WRITER

Responsibilities:

• Documented existing and proposed healthcare requirements, policies, and procedures.
• Facilitated healthcare data with administrative staff, engineering, and other hospital personnel.
• Improved organizational communication and information flow by creating high-level diagrams and illustrations highlighting business and technology processes.
• Wrote new healthcare documents and detailed engineering procedures.

Confidential, Warren, MI

ANALYST

Responsibilities:

• Documented a Computer-Aided Design and Engineering Solid Modeling process using Unigraphics to standardize and improve the job performance of automotive designers and engineers.
• Partnered and collaborated with engineers and designers to define, gather, document, and refine technical requirements (repeatable process) in order to produce on-line and hardcopy step-by-step instructions and procedures.
• Improved engineering staff efficiency, saving time, money, and benefitting workflow by interviewing outside automotive suppliers along with internal technical subject matter experts from other cross-functional groups to record data and highlight organizational inefficiencies.
• Recorded proven engineering design techniques and documented best practices gathered from informational workshops.
• Diagrammed and flowcharted complex system data involving proposed computer networking systems and interfaces.

Confidential, Centerline, MI

TECHNICAL WRITER

Responsibilities:

• Documented automotive finance and business processes in order to obtain ISO 9000 quality management .
• Recorded detailed roles, responsibilities, and organizational interfaces as part of a detailed finance administrative process and procedures manual.

Confidential, Dearborn, MI

BEST PRACTICES IMPLEMENTOR

Responsibilities:

• Developed an informational template for an automotive parts modeling manual.
• Facilitated technical data with all levels of the organization concerning computer-aided design and engineering information.
• Obtained best practices as part of advanced product engineering and group initiatives.

Confidential, Auburn Hills, MI

TECHNICAL WRITER

Responsibilities:

• Applied ISO 9000 standards and guidelines to heat treat operation and maintenance manuals.
• Performed audio voice-over narratives of procedures.

Confidential, Farmington Hills, MI

TECHNICAL WRITER

Responsibilities:

• Wrote an original engineering change procedure for an automotive lighting design company.
• Improved organizational communication and workflow by interviewing program managers, engineers, and designers as part of the business analysis in order to streamline and improve engineering design operations.
• Researched, compiled, and organized informational findings from multiple sources to create engineering change procedures.
• Obtained organizational approvals and sign-offs from program managers and engineering staff.
• Recorded engineering changes and revisions.

Confidential, Oshkosh, WI

TECHNICAL WRITER

Responsibilities:

• Wrote and revised operational and maintenance procedures for U.S. Army vehicles.
• Coordinated text, call outs, and illustrations.

Confidential, Warren, MI

TECHNICAL WRITER

Responsibilities:

• Wrote and edited various engineering assembly and disassembly operational procedures for U.S. Army military vehicles.