SUMMARY:

• Highly motivated and results driven technical writer with over 18 years of experience in writing and creating systems and application software and hardware end user documentation, manuals, online help systems, simulation and training guides, tutorials.
• Demonstrated competency in strategic thinking and leadership with strong abilities in relationship management, software development lifecycle.
• Equally effective in test scenarios, use cases, acceptance criteria and activity flow diagrams, training, development, consensus building, and communication (verbal and written).A proven track record of accomplishments in the following areas:

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Sr. Technical Writer

• Develops, researches, and writes internal policies and procedures using “plain language.”
• Interviewed and collaborates with Department Directors and SVPs to gather information and identify relevant data.
• Provides advanced capabilities in policy analysis, writing and editing, web site content, and documentation.
• Reviews federal legislation and regulations for relevancy and guidance on policy issues.
• Created original policy content and revisions on a variety of subjects: building evacuation and security, travel procedures,
• equal employment opportunity human resources, government purchase cards and more
• Work closely with the Office of General Counsel to construct legislative histories and draft policy language.
• Creates, revises and updates internal organizational website content
• Writes business requirements and functional specifications for several enterprise applications used by retail bank branch operations, including user interfaces and a series of batch interfaces with an external vendor. Supported application project teams through project planning assistance, development outreach (to explicitly address technical challenges), and QA test plan review (for scope and accuracy).
• Writes edits, and maintained proposals, policies and procedures, technical reports, end - user software and hardware manuals, operator manuals, training guides, tutorials, online help, context-sensitive help, technical specifications installation guides, articles, white papers, blogs, newsletters, website content and design e-books, marketing copy for e-commerce websites; usability and regression testing of software applications; logo and graphic design, illustration, photography, photo editing, and cartoons.

Confidential, Bethesda, MD

Technical Writer

• Responsible for developing and writing clear and concise internal and external publications that reflected the policies of the U.S. Department of Treasury.
• Collaborated with subject matter experts to evaluate end-user needs for appropriate policy content and format.
• Developed resources, including web content, to explain certification procedures for communities interested in accessing funds and tax credits through the CDFI program.
• Initiated and produced robust and intuitive templates for creating user-friendly interactive forms.
• Created online help, end-user software manuals, and training guides and materials
• Wrote, edited, and maintains policies and procedures, technical reports, online content, end-user software and hardware manuals, operator manuals, training guides.
• Ensured all documentation met Federal government Sections 508 Accessibility rules.

Confidential, Baltimore, MD

Technical Writer

• Supported the development and production of a variety of documents to include but not limited to Operational Plans, Concept Plans, Strategic Plans, Work Plans, and doctrine and guidance documents
• Assisted with the development of work plans and spend plans, and statistical analyses
• Prepared minutes of facilitation meetings and produces meeting summary reports
• Wrote and edited material for online access and dissemination via the internet/intranet
• Performed document quality assurance by reviewing and editing documentation materials, incoming and outgoing, for accuracy, consistency, and detail
• Worked closely with Project Managers, Network Engineers, and Graphic Artists to produce deliverables, including project documentation, project plans, operating procedures, concept of operations manuals, Technical Manuals, diagrams, standards guides, and statistical spreadsheets
• Created the Cyber Security Contingency Plan for the eneral support system to be used in case of major system disruption. This temporary, contract position entailed reviewing existing system documentation, learning the network structure and gathering all pertinent data related to network personnel and vendors to detail all procedures necessary to recreate the network in case of a catastrophic loss of service.
• Responsible for all software documentation development efforts but not limited to procedure, program documentation, web content - FAQs, user guides, "self-help" support resources, training materials, technical documentation - white papers, system documentation, user manuals, process and system flows.
• Developed and updated end user courseware and instructional materials for GOTS and COTS products. Courseware and materials include but are not limited to: CBT's, handouts, quick reference guides, end user manuals, administrator manuals, training aids and workbooks.

Confidential, Washington, DC

Technical Writer

• Created and maintained programming, security operations, system operations, end-user, and process documentation
• Worked closely with Project Managers, Network Engineers, and Graphic Artists to produce deliverables, including project documentation, project plans, operating procedures, concept of operations manuals, Technical Manuals, diagrams, standards guides, and statistical spreadsheets
• Responsible for all software documentation development efforts but not limited to procedure, program documentation, web content - FAQs, user guides, "self-help" support resources, training materials, technical documentation - white papers, system documentation, user manuals, process and system flows.
• Wrote and maintained application support documentation - through troubleshooting processing and use of model, descriptions of error codes and prescribed course of action, a model logic walk through, and design documentation.

Confidential, Rockville, MD

Technical Writer

• Established, updated and maintained workflows, user guides, processes, technical, training and procedural documentation for agency information management systems, software and tools
• Created end User Manuals and MS Windows help screens detailing the installation/maintenance of hardware and software applications designed for Company products.
• Served as a liaison between internal and external stakeholders, including senior management, government officials, military, and congressional officers
• Managed weekly program and technical meetings to review action items, decisions and issues to effectively and efficiently monitor program progress
• Developed and edited executive level reports, briefs and documentation in support of program requirements, including communications plans, CONOPS, award fee evaluations, SOPs, SOWs, and training manuals

Confidential, Washington, DC

Documentation Specialist

• Compiled, edited, and authored software and hardware Technical and Maintenance documents including data sheets, hardware data modules, user manuals, application notes, product briefs, programmer's guides, software development guides, technical reference guides, and white papers, while meeting production deadlines.
• Performed gap analysis of technologies across multiple print facility locations to standardize processes while maintaining the best of class offerings for the business.
• Wrote business requirements, Use Cases, Test Scripts, Process Flows, Training Guides, and User Manuals. Ensured all documentation met Federal government Sections 508 Accessibility rules
• Proofread, spot checked, and edited e-learning curriculum, operation and maintenance (O & M) manuals, and Interactive Electronic Technical Manuals (IETMs) for HUD
• Responsible for all software documentation development efforts but not limited to procedure, program documentation, web content - FAQs, user guides, "self-help" support resources

Confidential, Washington, DC

Technical Writer

• Provided prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues.
• Worked closely with Project Managers, Network Engineers, and Graphic Artists to produce deliverables, including project documentation, project plans, operating procedures, concept of operations manuals, Technical Manuals, diagrams, standards guides, and statistical spreadsheets.
• Responsible for all software documentation development efforts but not limited to procedure, program documentation, web content - FAQs, user guides, "self-help" support resources, training materials, technical documentation - white papers, system documentation, user manuals, process and system flows.
• Wrote and maintained application support documentation through troubleshooting processing and use of model, descriptions of error codes and prescribed course of action, a model logic walk through, and design documentation.
• Functioned as the contributing writer to Cisco network management products. Coordinated global project teams across time zones and cultures. Planned and developed documentation for annual major software releases and quarterly maintenance releases. Accomplishments included:
• Directed complex documentation programs working with teams of two to four writers. Helped engineering clarify and close approximately 900 bugs for a major software release.

Confidential, Reston, VA

Technical Writer

• Functioned as the sole Technical Writer in a large enterprise-class software shop.
• Worked with multiple scrum teams in an agile environment.
• Engaged the Development and Quality Assurance departments to improve documentation processes and dissemination.
• Worked with subject matter experts, business analysts, and project managers to create release notes, guides, and job aids.
• Responsible for curating help topics, building help, and deploying to the web.
• Planned and implemented major software help system migrations into a Web Help format using Madcap Flare.
• Managed critical help systems during major regulatory change.
• Consulted on high-level corporate proposals and business requirement documents.
• Maintain complex documentation within strict state and federal regulatory frameworks.
• Worked with the support team, training team, and customers to gather feedback and iteratively improve help systems.
• Wrote processes and technical resources to improve internal and external user flows within application and website.