Summary
As a Senior Technical Writer for over 25 years I have led teams in establishing documentation procedures, policies and operations used in information technology and other technologies (runbooks). This has included:

• Developed end user technical resources including a knowledge base for internal use; a troubleshooting wizard for external non-technical website users, and an Interactive Voice Response (IVR) system also for external non-technical website users
• Established a group style guide and documentation templates based on company style guide
• Developed several internal websites for developers and technical users using SharePoint (2003 & 2007) and Perl/CGI (experienced with html and xml)

Experience

• Developed User Guides and updates for software releases and new software applications.
• Researched and tested technical content to provide reliable information for development of shop floor training courses for experienced and non-technical audiences.
• Created test scripts of developer content for functional testing and bug tracking.
• Developed process documentation or analyzed processes in use for improvements (included development of database tracking systems documentation, proposal for change board, etc.).
• Worked independently or in team settings to analyze and update functionality and resolution of issues surrounding change process.
• Loaned out to other projects (747-8) for project management as needed.

3/2007 thru 6/2007
Confidential,QA Analyst onsite at AT&T
The QA Analyst was required to monitor and audit assigned IT MaP software development projects for adherence to the Systems Development Life Cycle for SOX compliance.

• Coached projects in Systems Development Life Cycle (SDLC) methods and practices.
• Led meetings with IT Project Managers to support their efforts in SOX compliance.
• Ensured PMs knew how to successfully provide artifacts for audits.
• Accomplished a 90+% compliance rating for projects coached.

12/2006 thru 3/2007
Confidential,Business Systems Analyst onsite at T-Mobile
Assisted with development of reporting solution for ERP BackOffice implementation of Vertex O series Sales and Use Tax application update.

• Met with project members to assess their reporting needs.
• Developed/updated requirements documentation as needs changed.
• Provided process improvement analysis.

5/2006 thru 12/2006
Confidential,Information Specialist/Analyst onsite at Microsoft
The analyst was required to support development and testing issues resolution for Digital Distribution pre-production and production environments.

• Used existing and created new SQL queries to identify and resolve functionality issues for database related problems.
• Assisted with requirements gathering and documentation to meet customer needs.
• Developed a variety of documentation deliverables to meet internal customer and group needs.
• Responded to customer issues with updates to software developed for their use.
• Developed UAT Scripts for end user testing.
• Developed SharePoint website for group documentation support.
• Developed online training for customers.
• Developed effective InfoPath forms to support customer digital licensing packages.
• Followed Microsoft Software Development Life Cycle (Cross-BUIT SDLC) processes and principles and provided process improvement input for runbook effectiveness.

3/2006 thru 4/2006
Confidential,Business Analyst onsite at T-Mobile
The analyst was required to develop business documentation for T-Mobile SAP systems. Encompasses SAP, CRM, ERP, HR and reporting systems.

• Developed/updated landscape diagrams, installation, refresh and testing requirements documentation.
• Provided analysis of processes and developed baseline process documentation for SOX compliance.

6/2005 thru 2/2006
Confidential,Technical Writer onsite at Microsoft
The Tech Writer was required to provide functional/process/systems analysis in support of the digital software registration/authentication application development.

• Developed and updated documentation deliverables (business requirements, functional and technical specifications, user guides, etc.) according to the Microsoft Software Development Life Cycle (Cross-BUIT SDLC) processes and principles using company style guides and templates.
• Developed UATs and test scripts and provided results of testing for bug tracking.
• Designed and created Training resource materials.

3/2000 thru 6/2005
Confidential,Sr. Technical Writer onsite at Boeing Writing & Editing Division.
The Technical Writer provided management and development of processes in use for updates to software application documentation deliverables (including process improvement) for DCAC/MRM NCM (largest manufacturing nonconformance-tracking application in use).

• Managed the project to develop and implement documentation configuration management processes.
• Managed the project to establish a documentation repository that met staff and internal company security requirements (cost-saving $70,000 per year, over twice that amount when fully implemented).
• SEI CMM guidelines used for reaching Level III KPAs.
• As senior writer supervised and reviewed the work of junior writers.

6/1999-2/2000
Confidential,Technical Writer onsite at Microsoft.
Required management, design and development ofinternal support documentation for the Service Operations Center Tier One technicians for msn.com properties.

• Met with Project Managers of potential msn.com properties to create troubleshooting guides installation instructions and operations manuals when needed.
• Required on-going technical training for effective interpretation of documentation content.