Highly experienced ITIL-certified project manager and compliance manager with 16 years of business process development and implementation. Over 4 million in total business procurement due to outstanding service delivery and project execution. Managed the attainment of the world's first multi-site international ISO 20000:1 Certification. Develop ITIL-based processes that creates competitive advantage in service support and delivery. Excellent compliance management skills executed with the highest level of integrity. Excellent technical content management skills with 10 years experience in technical documentation management. Recognized ability to lead, inspire and motivate global teams.

Confidential

Sr.Technical Writer

Develops Change and Incident management processes and global procedures. Writes technical processes and operations manuals including Windows and Linux server builds, application installs, escalation procedures and support models. Writes installation and run procedures, support transition and interaction with third party resources. Develops process for adding new applications at the third party hosted environment. Develops Disaster recovery procedures. Software: Word, Excel, Visio, MS Project, PowerPoint, SharePoint, ServiceNow, Active Directory Manager

Confidential

Sr. ITIL Technical Writer

Collects, formats, writes, rewrites edits ITIL configuration management procedures, policies, processes, standards, and related process documentation to communicate clearly and effectively process specifications and instructions to a wide range of audiences. Software: Word, Excel, Visio, MS Project, PowerPoint

Confidential

ITIL Process Developer

Develops ITIL processes as part of data center migration project. Writing ITIL-based processes including developing basic categories for pending CMDB implementation. Software: Word, Excel, Visio, MS Project

Manager, IM Risk Compliance

Ensures Information Management compliance with requirements of HIPAA/HITECH as well as other regulatory standards and business objectives by developing a risk/controls matrix and developing policies and procedures. Conducts compliance gap analysis and works with IM business units to implement controls to address deficiencies identified in compliance gap analysis. Facilitates internal and external IT audits and certifying agency activities, ensuring timely response. Software: ServiceNow, Meditech, Sharepoint, Word, Excel, Visio, Microsoft OCS/Lync

Confidential

IS Risk and Compliance Analyst

Analyzed IT Security audit results. Strategized the resolution of findings. Formulated and executed project plans for the remediation of audit results. Provided technical documentation to support audit-finding resolutions. Software: Word, Excel, Visio, SharePoint

Confidential

Project Management Consultant

Analyzed and designed service reports as they relate to the SDLC. Provided expert management of improvements in Service Operations and ITIL processes that are specifically related to service availability, incident and problem management, which results in verifiable continuous improvements. Ensured effectiveness of policies and processes through internal audit, reporting, and successful remediation. Software: Remedy, Word, Excel, Visio, FTP

Confidential

Senior Project Manager

• Successfully managed projects for the company's largest clients Ericsson/Nortel and Alcatel and managed the highest dollar clients 1 million including on/off-shore technical documentation and technical training projects involving global teams of over 40 technical writers/trainers with a focus on VoIP, GSM and CDMA technology.
• Designed, wrote, and implemented standardized processes and quality plans for continuous improvement, risks and controls locally as well as in the Philippines, China, and India resulting in an increase of over 2 million in revenue.
• Enhanced client confidence through analysis of existing requirements and deploying standardized procedures for tracking incidents and problems related to the on-time delivery of quality product. Spearheaded the process of service reporting and designed clear and descriptive reports. Improved the SOWs process and cost schedule development by initiating the requirement to ensure that SLAs are under change control and in harmony with the master service agreement. This resulted in additional billing entries for the line of business and increased revenue.
• Selected as consultant to sales staff, featured spokesperson at sales conferences, corporate webinars, and produced the globally distributed white papers for the line of business. Software environment: Livelink, Visio, MS Project, Excel, EIM, Clarify, Documentum, Relational Database Manager RDM , FrameMaker, EPIC

Confidential

Global ITIL Operations Project Manager/Business Analyst

• Managed the world's first multi-site international ISO 2000:1 certification of IT systems that proved to positively affected branding and enhanced market share by 3 . Ensured that operational procedures in HP and Remedy Service Center supported business objectives and best practices. Developed the service catalog strategy and performed analysis of service agreements against service levels. Created and implemented the ISO 20001 internal audit tool and internal audit process that standardized benchmarking and internal audit reports.
• ITIL project management consultant for sites in the US, Bangalore, India, and Mexico during the initial set up and implementation of the change management infrastructure that resulted 15 decline in undocumented changes, 8 increase in new services, and 20 decline in emergency changes. Initiated gap analysis procedures that significantly improved Incident, Problem, Change, Release, and Configuration management disciplines including the development of the corporation's first CMDB across all sites. As a result, identified the company's ability to proactively offer new services. Software environment: Remedy Service Center, HP Service Management Center, HP Quality Center, Excel, Visio, uCMDB

Confidential

COBiT and SOX Compliance Project Manager

Managed and developed COBit Control Objectives for Information and related Technology and ITIL compliant SDLC processes resulting in streamlined processes and a reduction in needed personnel. Developed risk/control matrices and designed reports which achieved continuous improvement monitoring and reporting. Developed and executed remediation plans, process flows, and procedures. Developed templates that ensured documented compliance with corporate standards and initiatives. Managed internal audit response projects through to complete remediation. Software environment: Remedy, Word, Excel

Confidential

Technical Proposal Manager

Promoted and selected to manage delivery of technical proposals and responses to RFPs for landline and IP telephony configurations, which garnered over 4 million in new business. Managed continuous improvement of operational control over proposal plans by implementing new proposal process including managing schedules, developing technical proposal outlines, obtaining proposal teams and resources, and coordinating proposal activities. Developed templates for future similar telephony solutions. Software environment: RFP Machine, MS Word, Remedy

Manager Technical Writing Team

Promoted to manage team of 20 technical writers in the delivery of the entire suite of technical documentation for MSL-100 and CDMA telephony lines of business. Streamlined processes to successfully produce over 50,000 pages of technical documentation at an unprecedented frequency of four releases per year under budget and with no increase in staff. Collaborated with business analyst, design, test, and marketing groups to ensure accuracy and on-time delivery of technical documentation for several lines of Ericsson/Nortel IP telephony business. Managed corporate compliance team to achieve and maintain ISO 9001 Certification globally. Software: environment: MS Office, Dreamweaver, Robohelp, FrameMaker, BroadVision, Visio, HTML, SGML.

Senior Technical Writer

Researched, wrote, tested, produced, and edited SDLC and telecommunication documentation including engineering guides, installation guides, functional descriptions, maintenance guides, user guides, and online help. Created and updated engineering and training materials from SME interviews and engineering code. Software environment: FrameMaker, Relational Database Manager, Documentum, Clarify, Robohelp, Epic XML Editor, UNIX and Macintosh OS.