Technical Writer/ Help Desk Lead Resume Fort Belvoir, VA - Hire IT People

SUMMARY:

Writer, Analyst, Manager, and former Military Officer with nearly 30 years of experience in producing quality on - time deliverables, thoughtful business analysis, with revenue and cost saving results across multiple industries. Skills include precise written and oral communication, financial and budget data analysis, quality and accuracy results under tight deadlines resulting in EBITDA growth and operational efficiency, cohesive team building, and and development. My expertise includes:
Writing and Editing Customer Relationship Management
Data Analysis and Research Software Development Lifecycle
Market and Trend Analysis Business Analysis and Strategy

PROFESSIONAL EXPERIENCE:

Confidential, Fort Belvoir, VA

Technical Writer/ Help Desk Lead

Responsibilities:

Successfully delivered data products across the enterprise in support of strategic planning, programming, and resourcing decisions for over $32 billion in annual Army resources.
Provided onsite and online to Program Managers (PMs) and other key players in the critical quarterly equipment data availability process.
and expertise reduced user errors during that process by ~20% from previous fiscal years while increasing PM Available Scorecard submissions to over 92% over a span of three quarters.
Conceived, produced, and perpetually updated comprehensive, detailed documentation for the critical sync process of the two databases that manage and update current Army budget positions.
Delivered guidance on EE and SS Program Evaluation Group (PEG) responsibilities and activities.
Used additional time to learn fundamentals of other critical Army systems of record including FMSWeb, LMDB, and LOGSA and also the basic concepts of Oracle relational databases.
Created basic initial user guide for new Army Investment and Sustainment Information System (AISIS), supporting SS PEG (Army G-4).

Confidential, Rockville, MD

Technical Writer/Analyst/Trainer

Responsibilities:

Used my intuitive understanding of customer operations, industry best practices, and attention to detail to deliver 42 on-time and under-budget deployments.
Worked seamlessly in SCRUM and Agile development environments to iteratively produce complete and comprehensive documentation.
Led post-mortems of each customer go-live and documented lessons learned and success criteria. These initiatives led to a ~20% support call reduction YOY compared to company historical averages.
Developed and implemented an interactive, repeatable, and ongoing product curriculum for new team members. Management estimated that the program helped new team members learn the products, their enhanced value and contribute two weeks faster than previous programs.
Coordinated and led a cross-functional initiative to develop a style guide for all product related writing activities. This effort kept the product succinct and consistent for all users.

Confidential, McLean, VA

Technical Writer

Responsibilities:

Coordinated across multiple teams to ensure feature and technical accuracy in a Waterfall development environment.
Developed a new company-wide style guide to develop internal writing standards and facilitate customer and team contributions.
An aggressive customer initiative across all customer interactive teams resulted in a 50+% increase in best practices contributions to the user documentation in the first year of the program.
Produced multiple 200+ page documents outline two new modules in less than a year.
Converted and updated outdated user guides and documentation from RoboHelp to MediaWiki format.