OBJECTIVE:

Senior/Principle Technical Writer.

SUMMARY:

IT professional with 20 years' experience in technical writing, project management, and course development. Experienced writing a wide range of documentation, from user and system administrator guides to corporate IT policies and procedures, online help, and training materials. Often work in a project management capacity to perform gap analyses, identify documentation requirements, and create Visio flowcharts. Skilled at taking highly technical information and writing for a less technical audience. BA from Boston College, MBA from UNH.

SOFTWARE:

CONSULTING EXPERIENCE:

Technical Writer Senior Advisor

Confidential

Responsible for customizing Dell-leveraged IT documentation for the Harvard Pilgrim Health Care, MedStar Health, and CHEP accounts. Documentation was needed to either comply with audit requirements or ensure HIPAA compliance. Created online help in RoboHelp for the Harvard Pilgrim Online Quoting Online System. Used OneNote to create the MedStar Survival Guide and the CHEP Survival Guide. Followed ISPAL templates to create IT and Information Security policies and procedures such as the Phishing Notification Process, Downstream Termination Process, User Authentication Standard, Encrypting Removable Media, and the Firewall Change Procedure. Created training for the Healthcare Solutions team entitled Advanced Writing: Tips and Hints.

Technical Writer

Confidential

Worked with teams of subject matter experts to create new corporate security policies, standards, and procedures such as the Lab Management Standard, Third Party Management Standard, and Remote Access to Customer Environments. Helped rewrite existing documentation such as the Logging and Monitoring Standard, the Information Security Architecture Standard, and the Information Security Incident Response Plan. Created new content for the corporate security web site using Dreamweaver.

Technical Writing Consultant

Confidential

Responsible for writing IT security policies and procedures. Created Standard Operating Procedures showing compliance to COBIT for IT Change Management, IT Desktop Services, Data Center Physical Security, Backup and Restore, Disaster Recovery, Incident Response, Software Development Lifecycle, IT Training, and Logical Security.

Technical Writing Consultant

Confidential

• Created control statements for Fidelity's ISO 27001 certification effort.
• Wrote large scale user and system administrator online help systems for a wide range of internal security applications. The applications were designed to resolve security issues in compliance with laws and regulations for both internal and external audit.
• Created the Executive Dashboard a website used by the CISO/SVP and his senior leadership team to track the status of active security projects, programs, and budgets within the organization. Maintained individual pages for each project, which included a project overview, budget information, project scorecards, and a milestone timeline generated in Visio.
• Created an online help system for the PWI Executive Scorecard, an internal application designed to define performance goals and metrics for the top 300 PWI executives within Fidelity. Also created five quick reference cards that detailed specific functionality and were used for training.
• Created detailed documentation for an internal 3-day Six Sigma event for Access Decomposition, summarizing statistical data, findings, and recommendations.
• Created detailed training for an internal QA tool Quality Center in Lectora. Training was designed for both users and system administrators, and provided detailed instructions on how to create test requirements and test plans. Responsible for writing all content, creating screen captures with detailed callouts, and adding in animation, graphics, audio, and video.
• Documented security access controls for the seven major core financial systems including Oracle Financials, Oracle OAR, Oracle OAR, and Oracle HRMS.

Senior Technical Writer

Confidential

Responsible for writing the SMCU Business Resumption Plan, which detailed the disaster recovery plan that St. Mary's Credit Union main office and branches would follow in the event of a major emergency or disaster. Flowcharts depicting possible disaster scenarios were created in Visio. The document included detailed instructions on how to recover, and then rebuild all of the major computer systems, including an alpha core processor running the cuStar banking software.

Created policies and procedures for the IT department, in accordance with acts such as the USA Patriot Act, Gramm-Leach-Bliley Act GLBA , and the Bank Secrecy Act BSA . Created the document Safeguarding Member Information, which detailed the different tools that SMCU used to safeguard their data with third-party vendors such as Maxxar for computer telephony banking , and ORCC for virtual banking . Responsible for creating the SMCU Internet and E-Mail Usage Policy, which detailed corporate policies for using e-mail, instant messaging, and the Internet.

Senior Technical Writer

Confidential

Created online help and user documentation for MessageScreen, an antivirus, anti-spam email filtering tool. WebHelp files were designed for both system administrators and end users, and were created in RoboHelp. Wrote the MessageScreen System Administrators Guide in MS Word.

Senior Technical Writer

Confidential

Responsible for updating a wide range of Windows and UNIX documents for the BrightStor Enterprise Backup storage system product line. Products included mobile backup systems, storage area networks SANs , and disaster recovery. Involved in editing over 100 documents, which included technical specifications, getting started guides, system administrator guides, user guides, installation guides, reference guides, best practices, JAVA help, and release summaries. Writing adhered to standards for ISO 9000 certification and localization.

Senior Technical Writer

Confidential

Responsible for rewriting the Lightbridge HR Policies and Procedures Manual in MS Word, adhering to new policy and procedure guidelines. Training modules included Recruiting, Orientation, Training and Development Lightbridge University , Employee Relations, Employee Benefits, and Compensation.

Senior Technical Writer

Confidential

Responsible for creating online help in RoboHelp Enterprise for a large scale XML-based insurance system. Tasks included creating detailed flow charts in Visio, and developing detailed project plans in PowerPoint. Also responsible for creating and coding context-sensitive help for a department style guide, and a section of the underwriting reinsurance module.

Senior Technical Writer

Confidential

Senior Technical Writer for the Southborough Data Center. Heavily involved in the Oracle 9i implementation documentation included Navigating in Oracle, Oracle Web Time, and Oracle Web Expense. Sole writer for the OASIS documentation set, custom coded-software designed to track all towers owned or used within the company. Documentation included the OASIS User Guide, OASIS Site Development Guide, and OASIS to Oracle Interface Guide. Also responsible for all internal documentation required by the Data Center.

Senior Technical Writer

Confidential

Responsible for writing and updating documentation for the storage system group. Wrote the EMC Navisphere Agent and CLI Installation and Operation for Linux, and the EMC Navisphere Linux Server Setup Guide, following EMC corporate templates and writing standards. Also updated hardware manuals, software manuals, and release notices for a wide range of other storage system products running on UNIX-based platforms. Tools included extensive use of FrameMaker 6.0 and Visio 2000.

Senior Course Developer

Confidential

Designed and developed computer-based training CBTs for IBIS, a customer acquisition system. The storyboard was developed in PowerPoint. The CBT was created using Asymetrix Toolbook II Assistant, and included audio clips, video clips, hyperlinks, and interactive questions. Graphics and animation were created using Asymetrix Web 3D and Asymetrix Video Recorder.

Senior Technical Writer

Confidential

Updated documentation for Network Health applications, including the Network Health User Guide, Ascend User Guide, Spectrum User Guide, and Netflow User Guide. Network Health applications automate the collection, analysis and reporting of critical network data, condensing information collected into a series of graphical reports. Tools included Windows NT, UNIX, and FrameMaker.

Senior Course Developer

Confidential

Designed and developed 18 training modules for the SeaChange Movie System, which uses MediaCluster storage technology to support video-on-demand pay-per-view movie systems. Training materials were used for clients such as Time Warner, 4MC, and MediaOne. Tools included Windows NT, Visio, PowerPoint, and FrameMaker.

Senior Technical Writer

Confidential

Created user guides, system guides, an order entry guide, a report guide, and detailed online help for PowerScribe , continuous speech recognition software. PowerScribe is used by hospital personnel in Radiology departments and Emergency rooms. Tools included MS Word and RoboHelp.

Senior Technical Writer

Confidential

Technical Writer on multiple SAP R/3 projects, writing documentation and training materials for a large scale manufacturing application. Used RoboHelp to develop online help and web pages for SAP R/3 training materials. Converting the SAP R/3 Purchasing User Guide into training exercises. Developed a 100-page introductory training class in PowerPoint for SAP R/3 Master Reference Data.

Senior Technical Writer

Confidential

Responsible for creating a user guide and online help for Helpdesk , a lottery hotline system. Helpdesk displayed lottery agent information, assisted in solving agent problems, and performed system administrative functions. Tools included FrameMaker and RoboHelp.