SUMMARY:

• Excellent experience in technical writing, business analysis, and training. Able to hit the ground running and rapidly learn new skills.
• Have gathered information and written program, design, and functional specifications; user manuals; reference manuals; operations manuals, repair manuals, APIs, and training manuals.
• Skilled at creating Work Flow, Call Flow, UML, Swim Lane, and functional charts using Visio, ABC Flowcharter, PowerPoint, and Excel.
• Have written help screens for Internet applications using PDF format, FrontPage, and RoboHelp.
• Have worked with IVR technology. Created Call Flow Analysis for Prepaid Calling Card Platform product.
• Have performed as a liaison between the user group and IT, was involved in gap analyses prior to and during the design of new applications, and researched and solved system problems reported by users.
• Have written test scripts, test results, and performed full regression testing as well as being involved in UAT for new systems being designed. Have used Caliber to create and link Business, Functional, and Test Scripts..
• Worked with engineers, programmers, and operations people to design screens, create procedures for installing hardware or for running software. Worked with tier one and tier two personnel to help document and support help center functionality.
• Worked as a liaison between the user community and the IT staff for requirements gathering and for UAT testing.
• Knowledgeable in regard to the single sign on concept for portals.
• Worked for many years in the financial arena as a programmer, business analyst, and technical writer in such companies as Reuters, Bear Sterns, and EAB.

TECHNICAL SKILLS:

SOFTWARE:: FOCUS Web, PC, and MAINFRAME, SHAREPOINT, EXCEL, WORD, INFORMATION MAPPING, MICROSOFT PROJECT, WORDPERFECT, DESIGNER, WINDOWS, ABC FLOWCHARTER, VISIO, POWERPOINT, ADOBE PHOTOSHOP, ADOBE ILLUSTRATOR, ADOBE PAGEMAKER 6.5, ADOBE ACROBAT, HTML, MICROSOFT FRONTPAGE, ROBOHELP 7, SNAG IT and other capture software..

PROFESSIONAL EXPERIENCE:

Confidential

Documentation Specialist

Responsibilities:

• Working in the Regulatory Department to update existing documentation now located in Agile.
• Using Illustrator and FrameMaker; replacing the Motorola and Symbol logos with Zebra’s logo, ensuring that the correct directives are referenced within each document by comparing them to the directives listed within the Regulatory Declaration of Conformity posted on the Intranet.
• Formatting and editing each document, template, and form.
• Meeting with members of the team to determine how the new documents/forms should look and what new documents need to be created.
• Once completed, all of the documentation will be moved to Sharepoint.
• The tasks require the use of the MicroSoft Suite of Office products as well as Adobe’s Illustrator.

Documentation Specialist

Confidential

Responsibilities:

• Under contract to Confidential as part of the QA Department to create technical documents for each Employment process within the payroll redesign.
• Created various functional, flow, and swim lane diagrams that will eventually result in a UML that incorporates every process and module within the payroll system.
• Gathered requirements and communicated between various IT Teams.
• This documentation includes a detailed description of the screen/report columns, the navigation path to the form/code/table, a description of all the tables used by the process (each field within the table, a description of the field, its format, and from where it is being called), and the actual code in a step - by-step format that briefly describes each call).
• The documentation is used by both the developers and the QA Department during regression testing to ensure each procedure performs as defined by IT. All of the documents are stored in a SharePoint directory.

Sr. Technical Writer

Confidential

Responsibilities:

• Worked with the Software Engineering Department to produce user documentation for a new product to be installed in homes and offices allowing the user to control the temperature of the house/business, turn lights and appliances on/off, and otherwise save on energy.
• Also update existing documentation to reflect changes to screens and functionality, created technical documentation for the software developers, wrote marketing brochures, quick start guides, and created and distributed broadcast messages updating the service and field reps on changes within the systems to provide them with a “heads up” that can be passed on to their customers. Documented a series of APIs to provide easy access to system functionality from the web site.

Documentation Specialist

Confidential

Responsibilities:

• As a consultant working with the Engineering Department to produce Risk Management documents on all products to maintain ISO certification and with the Marketing Department to produce and/or update product manuals for pharmaceutical and nuclear medicine machines and accessories.

Sr. Technical Writer/Business Systems Analyst

Confidential

Responsibilities:

• As a consultant working with the Business Project Planning (BPP) division, created user guides and training documents posted to the Canon Intranet for the new Wholesale system.
• Gathered requirements and created presentations that justified the need for issues to be added to the list of enhancements that were presented to the IT Business Alignment group.
• Involved with the planning and design of the new Retail system.
• Involved with all phases of the UAT for the Retail System. Liaison for the data cleansing aspect of the project working closely with the business community and IT to ensure that the data conversion was a smooth and effortless process.
• Once the system was completed, created user and training guides that were posted to the Intranet and provided second-tier support for the users by managing the S21 Communication mailbox in which all system defects and questions are directed.
• Working with both the users and IT, created work flows, functional flows, swim lane diagrams, documented procedures, created test scenarios, and conducted web meetings to discuss both business and system requirements.
• Involved with user training for the newly implemented system in a classroom setting. Once the system was in place, worked as a liaison between users and IT to document, research, prioritize, and resolve issues.
• These issues were entered into a database, prioritized, and tracked until corrected or targeted as a systems enhancement.
• Researched all requests for access to the systems to determine what role and functionality the employee should be granted.
• Lastly, was working to create test scenarios, enter of all reseller data into the master files, and creating training documents for a B2B Portal System with single sign on scheduled to go live in phases over the next three years.

Senior Technical Writer

Confidential

Responsibilities:

• Worked closely with the system design engineers to produce winning proposals. Produced Compliance Matrices, which were distributed to the various engineers highlighting the items for which each was responsible.
• The information was returned to me for format and editing before being incorporated into the RFP.
• I also created documents that describe the type of services and products provided by Confidential, user manuals, training manuals, and repair manuals.

Senior Technical Writer

Confidential

Responsibilities:

• Responsibilities included: production of proposals (working with engineers for detailed design information), RFP, RFQ, user manuals, repair manuals, and business analysis.
• Responsible for maintaining the catalog of resumes, which included translating many of these resumes from French to English.

Sr. Technical Writer/Business Analyst

Confidential

Responsibilities:

• Produced all system and user guides uploaded to the client’s portal branding them with the customer’s logo.
• As a Business Systems Analyst, performed full regression testing on the new systems prior to their release as part of the QA team, wrote test scripts, and compiled the test results.
• Used Microsoft’s Project Manager Software to create Variance reports.
• Later, after being integrated into the IT team, was responsible for reengineering the creation of existing systems by determining the business rules applied and the documenting the file layouts.
• After determining how the system was developed, I incorporated the information into the client’s extranet.

Technical Writer

Confidential

Responsibilities:

• Created a systems manual for the NYC Police Department.

Technical Writer/Trainer

Confidential

Responsibilities:

• As a consultant with the Board of Education, was responsible for documenting the existing systems explaining how they work and the features of each, creating the HTML help screens, written job descriptions and resumes for the development staff, the detailed documentation for the Chancellor’s Customer Service Center system, as well as documenting all existing and newly created web-based systems.
• Performed a detailed analysis of all database systems to determine the manner in which the various files were linked together.
• Produced a functional specification for the new Student Identification System working with the development staff, financial, and system analysts.
• When the Chancellor’s Customer Service Center was first created (prior to 211), also served as a supervisor to the customer service representatives taking all calls that came from superintendents, news personnel, and school officials.
• Also served as manager in the training of new customer service reps, performed on-the-phone training for users trying to navigate new systems, and followed up on delicate situations.

Technical Writer/Graphical Artist

Confidential

Responsibilities:

• As a graphical artist, responsible for the creation of Intranet presentations for upper management, flow diagrams, functional flow charts, and maps.
• As a technical writer, creation of all forms used by Customer Service, Credit, and the Warehouse, preparation of functional specifications, procedures, and training material.

Documentation Specialist

Confidential

Responsibilities:

• Working with all areas of the corporation, prepared functional specifications, proposals for the solicitation of contracts (RFPs), and operating procedures.
• Involved in the Gap Analysis of an automated freight system.
• Other responsibilities included: serving as scribe for all high-level meetings, analyze work performed and produce work flows to portray the steps followed, preparation of system and flow charts for operations and engineering departments.
• I have also installed an NT Server (LH Pro) in order to produce installation instructions for the network group. Involved in the production of training manuals and the internal training of employees in the use of Information Mapping, Visio, Word, PowerPoint, and Excel.

Technical Writer

Confidential

Responsibilities:

• Worked closely with Project Management to prepare functional and design specifications for generic IVR systems, operator’s guides, a variety of flow and functional charts, user’s guides, and release notes for PCCP (Periphonics Calling Card Platform).
• Also produced call flows for new systems and, working from the code, reverse engineered call flows for existing systems.
• In many cases, the Project Manager would sit at my desk designing the way in which a system would be created and I created the functional/flow chart at the same time.
• Working with R&D, was involved in the design of telephony systems and the creation of product descriptions.