STRENGTHS: Experienced in developing marketing materials, training/curriculum documentation, user guides, reference manuals, white papers, newsletters, operation verifications documents for telecommunications/ network operations and information for the Internet. Have extensive experience researching, writing, designing, proofreading and editing technical and non-technical documentation. SOFTWARE KNOWLEDGE: Information Mapping, Microsoft Word, Visio, PowerPoint, Excel, Lotus SmartSuite, Lotus Notes, Lotus Freelance, Lotus AmiPro, Outlook, GroupWise, Windows NT/2000, Word Pro, Adobe Acrobat, familiarity with FrameMaker, SCRIPT, ISIL, XEDIT, BookMaster, BookManager, TDP, WordPerfect and WordStar

PROFESSIONAL HIGHLIGHTS

Confidential Lead Technical Writer Contract

Assisted the Network Implementation engineers with the development of operations verification documents i.e., SDG, SRX, STRM, IP, etc. required for operations acceptance OA process/ NEO zone builds and deployments. Interfaced with project coordinators and engineers to maintain partnerships and gain awareness of schedule changes and build/ zone issues for the National Technology Center i.e., east/ west regions . Developed templates, as needed, that provided consistency in appearance / style / format and reflected the required elements needed for OA completion process. Provided assistance with diagrams, styles, formatting, editing, etc. Attended scheduled/ unscheduled meetings, as requested with the U.S./ international team. Confidential , GA Administrator Volunteer Served as a liaison for internal/ external ministry relations. Assisted with administrative tasks for Youth Ministry Director. Ensured that ministry is in compliance with all current policies of the organization. Managed process for updating website content and keeping all information current and relevant. Assisted with coordination for ministry expo, promotion Sunday, etc.. Scheduled team/ leadership meetings. Provided guidance for purpose team administrators.

Confidential

Technical Writer Contract Developed business requirements for prepaid technologies and solutions in the telecommunications and retail distribution markets. Worked with engineers, product managers and the sales team to gain valuable information needed to produce accurate business requirements for clients. Edited and proofread the requirements to produce quality documentation for the client. Used MS Word to produce the documentation. Also, created graphics for illustrations and ease of use, using MS Visio. Confidential Travel Planner Full time Advised business clients/ customers on smart travel opportunities. Negotiate rates and facilitate hotel stay and group meetings/ functions. Principle responsibilities include arranging air, hotels and auto rentals. Consult/ counsel clients on efficient routes and lowest available fares, while providing optimum customer service. Confidential , GA Records Clerk Part Time Responsible for loading and filing the following documentation into the FileNet Neighborhood database/ library: community zoning, historical preservation, design review and planning commission. Used Ascent Capture a batch manager application to scan, create, invoke, edit, delete and monitor batch jobs captured by the image scanner. Worked within data files to modify/ customize data as needed. Confidential GA Senior Technical Writer Contract Designed and developed a problem management policies and procedures guide using MS Word. This guide helps establish policies and procedures for Equifax associates and the IBM Service Delivery Team who provide solutions or workaround to Equifax customers/ users. These policies and procedures help generate the information needed to perform root cause analysis and assist with service restoration or service improvement. Created process flows, diagrams and table using MS Visio. Used these graphics within the guide to provide ease of use. Confidential Information Coordinator Designed and created a billing manual to help medical providers with the Medicaid, Medicare and PeachCare for Kids medical billing process. This manual helped providers correctly bill for medical procedures via the newly established Georgia Health Partnership web portal. Managed several projects simultaneously and interfaced with the printer to get manuals produced and shipped in a timely manner. Created examples/ tables for manual using screen captures. Also developed presentations using PowerPoint. Interviewed staff members and produced articles for a monthly medical provider newsletter. Produced medical provider-training material for regularly scheduled conferences throughout the state of Georgia. Revised policy manuals for the Department of Community Health DCH . Used Event Tracker to process requests for members and medical providers. Established a process for tracking/ mailing member and medical provider correspondence. Interfaced with the printer to reorder policy manuals, brochures and handbooks. Created processes, flowcharts and developed relevant forms to assist with developing procedures/ processes for the company. Attended Confidential , Technical Writer Developed training/course materials for Tier 1/ Tier 2 Customer Service Representatives CSRs . Used MS Visio to produce flowcharts for processes performed by the CSRs. Used the flowcharts to produce content to support each module. Worked in collaboration with other writers to produce course materials for a three-week training class. Designed and developed course materials to meet the established learning objectives of the client. Worked closely with the project manager and instructional designer to develop the High Level Design Requirements HLDR . The HLDR document was used to produce course materials for a two-week training class on E-mail Management and the KANA System. Also, worked with the project manager to gather course materials, develop the desired modules and produce the skill reviews for the course materials. Confidential , GA Senior Technical Writer Designed, created and maintained Customer Relationship Management CRM solution documentation for Web based and traditional customer service applications. Worked with the Instructional Designer and Training Instructors to design and develop instructional materials to meet the established learning objectives of the client. Customized CRM documents for adult professional learning theory. Confidential , GA Technical Writer Contract Developed training manuals e.g., student guides and facilitator's guides for Southwestern Bell Telephone Company SWBT . Worked with a team of writers to produce modules for SWBT training manuals. Used Information Mapping to produce the training manuals. Confidential , GA Editor/ Information Developer Edited marketing materials for the Information Development Center. Responsible for implementing style, correcting grammar and overall content of marketing materials. Incorporated brand image standards into marketing materials posted on the intranet/ Internet, printed materials and other materials placed in repositories. Wrote and researched information for spec sheets, sale sheets, proposal modules, presentation pages and brochures for different services / products offered by IBM Global Services using MS Word. Used Fatwire to place HTML coding in case studies placed on the Internet. Managed several projects simultaneously from origin to end of delivery cycle. Confidential , CA Senior Technical Writer Wrote an Application Process Delivery Guide for developers at the North American Integration Testing Center. Updated / edited the SKILLS Management System Skills descriptions for version 2 of the U.S. SKILLUP Database.