PROFILE

• Professional writer and business analyst experienced in technical system functionality and process documentation, corporate communications, and general business writing.

AREAS OF EXPERTISE

• Business analysis, technical documentation, process documentation, front-end system design, user testing, quality assurance, train-the-trainer and training guides, information architecture, web content, marketing collateral, magazine articles, grant writing, and general corporate communications.
• Industry experience: e-business, banking, insurance, financial services, agricultural and cooperative businesses, municipal finance, electric and telecommunications utilities.

STRENGTHS

• Highly organized, works efficiently with minimal supervision independently, as part of a team, or in a project management capacity.
• Adapts easily to new applications, systems, and procedures.
• Assumes ownership of assigned projects and resolves project issues.
• Interacts well with subject matter experts, developers, managers, and upper management.
• Detail oriented.

TECHNICAL/SYSTEM KNOWLEDGE
MS Word * MS PowerPoint * MS Excel * MS Project * Lotus Notes * MS Outlook * Livelink * SalesForce Knowledge Management * RegEd Pinnacle Xchange * XML messaging (data mapping) * Adobe * Visio * Filemaker Pro * PeopleSoft, Drupal and FatWire (Web Content Management) * SalesLogix * PrintKey 2000 * SnagIt * company specific software as required.

PROJECT EXPERIENCE 

Technical Systems Writing:

Confidential (March 2010-December 2011)

Project Work (April 2011 – December 2011):

• ADV2B Brochure Supplement Project – Business Analyst role for this SEC-required project to create brochure supplements for Thrivent’s 880+ Investment Advisor Representatives (IARs) and distribute them to both the IARs and their 22,000+ clients.
• Monitored and revised requirements, assisted with external vendor (RegEd) field specifications and quality assurance, created field communications for staggered delivery dates, created field training aid, directed and worked with intern to monitor project email box, respond to rep questions (email and telephone), and maintain rep Q/A issue log, created mailing lists for individual, team, and financial planner client mailings, worked with external vendor on brochure delivery, worked with internal group to track/discuss future ongoing business process to update/distribute brochure supplements.
• SalesForce Knowledge Management (KM) for Brokerage Service Center (Call Center) – Business Analyst / Knowledge Manager role for pilot and initial rollout project to implement knowledge management tool for Brokerage Service Center call center staff.
• Pilot - Worked with brokerage call center personnel to identify pilot content requirements, define and categorize content articles, created and imported articles into SalesForce Knowledge Management tool, created test cases, compiled and interpreted test results, provided adoption recommendation, trained call center staff on article create/import process. Worked with SalesForce consultant to define Thrivent requirements, learn the tool, and implement training.
• Initial Rollout – Identified rollout content and review schedule for document preparation, created user/training documentation, trained Thrivent staff on KM process, and continued to create, update, and import articles into KM.
• Other – Worked with SMEs to create process documentation for new NIGO Brokerage Review Tool.
• (March 2010 – March 2011): Update and create Written Supervisory Procedures (WSP) and Standard Operating Procedures (SOP) for the Broker/Dealer and Investment Advisory Services Field Supervision and brokerage operations areas in Minneapolis, MN.
• Field Supervision
• Updated WSPs.
• Updated/created SOPs and Desk Procedures corresponding to WSPs.
• Brokerage Operations: Process Documentation for New Accounts, Disbursements, Account Transfers, and Maintenance processes running on business platforms (National Financial Services: Streetscape and FBSI, and Automated Work Distributor AWD).
• Worked with Subject Matter Experts (SMEs) to capture/document current processes in a step-by-step, illustrated format.
• Wrote process documentation.
• Managed draft review and revision process.
• Identified and documented existing SOPs/documents in Livelink and provided recommendations to address gaps and delete/archive/update information.
• Updated other SOPs as needed in response to compliance directives.
• Conducted content survey/review of Call Center documents in Livelink with recommendations for content update or archive.
• Provided weekly project updates to management.

Confidential (May 2008-June 2009): Business Analyst driving customization and implementation of an imaging/document management platform for Woodbury Representatives and Branch offices (Woodbury, MN).

• Developed business requirements.
• Worked with developers (iNautix/division of Pershing/New York) to develop screens, “to be” processes, Help content, User Guide.
• Coordinated, managed and documented Imaging team meetings with iNautix and other vendors as applicable, including multiple-day on-site JAD meetings.
• Managed internal/external UAT testing. External with selected Woodbury representative offices.
• Managed first phase of Imaging (electronic file cabinet) rollout with selected pilot representative offices in Atlanta, Minneapolis, and California.
• Provided support for pilot representatives through daily scheduled teleconferences.
• Maintained and managed issues log.
• Participated in steering team meetings.
• Provided other documentation as needed, including detailed weekly project reports.

Confidential. (August 2007-January 2008): Developed web content for new Online Reference Tool intranet for use by new Service Center call representatives.

• Interviewed Subject Matter Experts (SMEs) in various business lines and wrote “as is” process copy targeted for the new Service Center call representatives.
• Identified and recorded specific system “as is” processes in a step-by-step format w/screen shots.
• Managed copy review and revision process.
• Identified, tracked, and collated existing documentation and document location for online use.
• Loaded content onto FatWire content management tool and linked files, pages, etc.
• Tested site navigation, links.
• Developed instruction manual for in-house training of Fatwire content management tool.
• Developed test plans.
• Developed excel file tracking document showing page links, document file locations, names, type of doc and version date.
• Provided weekly reports on project update to Project manager.
• Liasoned with development to coordinate testing efforts.
• Co-wrote Ticketing Business Process documentation.
• Tracked Saleslogix Ticketing system issues/resolution.
• Created Ticketing training documentation.
• Created Online Tool Training documentation and trained new Service Center employees.

Confidential (August 2005-June 2006): Business Analyst – Store Vision Platform (SVP).Analysis, technical writing, and quality assurance management to enhance current systems and implement new functionality between the bank’s operating systems to help Wells Fargo bankers service customers/accounts across multiple business segments and product lines (Minneapolis, MN).

• Acquired knowledge on current SVP functionality and system processes (including XML messages/schema, data mapping, detailed system technical specifications, screen design and navigation).
• Analyzed business requirements and existing functionality to determine required logic changes to meet the needs of the business partners for major/minor releases.
• Worked with SVP and other business line developers to assure accurate messaging/functionality between systems.
• Represented SVP project(s) during weekly teleconferences within larger national project framework over multiple business lines and project personnel. Also responsible for resolving any issues associated with SVP projects arising from meetings.
• Created specification documents in a timely manner.
• Created data mapping design documentation in anticipation of converting to new messaging system.
• Conducted walkthroughs with quality assurance, users, and development personnel to communicate scheduled changes. Obtained final project sign-off from business proponents.
• Helped QA testers create specific testing scenarios including test conditions and test scripts.
• Reviewed all QA test plans and expected results to ensure project quality.

Confidential: Online Banking system redesign for Farm Credit Association customers in the 7th Farm Credit District (6-month contract). Conducted initial assessment and documented current system process flows, facilitated in-house storyboarding process to develop new screens, worked with developers/testers to ensure product quality and accuracy, developed an online Demo and Help feature. Developed the Online Banking Training Guide manual for publication on AgriBank’s Intranet and hard copy distribution to Associations. (St. Paul, MN)

Confidential: Developed online Help and web site content, conducted training tool assessment and participated in usability testing for Rooster.com, an agricultural e-business network. Rooster.com is a company of ADM, Cargill, Cenex Harvest States, DuPont, and Louis Dreyfus. (Minneapolis, MN)

Confidential: Developed online Help, Demo, and Customer Service Representative Training Manual for Javelin’s client, Pradium Inc., an online B2B agricultural commodity marketplace. Pradium Inc. is a company of ADM, Cargill, Cenex Harvest States, DuPont, and Louis Dreyfus. (Minneapolis, MN)

Confidential: Wrote two documentation manuals for the company’s proprietary warehouse management software tools. (Stillwater, MN)

Confidential.: Edited software manual “User’s Guide IMPLAN Professional Version 2.0”. IMPLAN provides data/tools for economic and market analysis to government, academic, and private entities. (Stillwater, MN)

Confidential: Produced a full-color technical manual for GTE Corporation in Waltham, MA. Worked on and off-site with seven technical people to coordinate, edit and format individual project pieces into one coherent and complete technical manual for Software.com’s client, GTE. (Software.com is now known as Openwave.com.)

BACKGROUND & EDUCATION

• Independent contractor
• Completed IABC Leadership Academy .
• The Seven Habits of Highly Effective People course
• Past Editor of NAIPFA News (National Association of Independent Public Finance Advisors)
• B.S. degree in Journalism/English (double major); Confidential University