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Click here or scroll down to respond to this candidateCandidate's Name
Technical Writer/Instructional DesignerEMAIL AVAILABLE PHONE NUMBER AVAILABLE LINKEDIN LINK AVAILABLESummaryOver 15 years of experience as a Technical Writer / Editor, Instructional Designer, and Business Analyst with broad IT operations experience across business sectors that include finance, IT, military, manufacturing, veterinarian, and medical and authoring that includes but is not limited to project artifacts, SOPs, runbooks, playbooks, process mapping, Knowledge bases, training designs, RFP/RFQ, test scripts, white papers, newsletters, and marketing material.SkillsGeneral Software Visio, Word, Excel, PowerPoint, OneNote, OutlookPublishing MadCap Flare, FrameMaker, InDesign, BookMaster, UPK Developer, Adobe Acrobat, PageMaker, Publisher, QuarkExpress, FrontPage, HTML, SGML, XML, CSSGraphics Adobe Illustrator, PaintShop Pro, Adobe PhotoShop, CorelDrawProject Management Microsoft Project, Primavera, Plainview, Microsoft PlannerHelp Files RoboHelp, HyperWiseStatistical SPSS, StataMethodology ITIL, SDLC, Agile, ScrumData Crystal Reports, SQL (basic)Collaborative Outlook, Teams, Zoom, JIRA, Confluence, TFSLibrary Management Documentum, InfoMax, SharePoint, PVCS, CVS, Subversion, SVN, JIRA, NotesExperienceAJG (remote) 6/2022 6/2023Sr Technical WriterCross-functional communication with Cybersecurity architect/engineering projects team members in writing SDLC project documentation: SOPs, use cases, test cases, runbook, functional and non-functional requirements, gap analysis, operations, risks, and maintenance, among others, as well as NIST documents.Producing RACIs and flow diagrams (Azure, etc) in Visio.Managing documentation across projects using Plainview, then Planner, reporting progress, bottlenecks, anticipated resource constraints and solutions, and forecasting time required to complete.Writing standardization proposals for standardization of documentation, file naming conventions, and documentation management and archiving.Drafting and redefining project templates.Developing and managing a comprehensive SharePoint site for documentation services.IBM (remote) 2/2021 11/2021Editor/WriterManaging using Excel and editing, using FrameMaker, XML IBM Redbooks, and RedPapers predominately addressing advanced mainframe systems authored by foremost worldwide experts.Addressing grammatical improvement or corrections, as well as phrasing.Discussing and advising on content clarification, graphics, numeration, cross-referencing, footnotes, etc.Performing comprehensive compiling, pre-production registration for each work, and then submitting for publication.Sitehands (remote) 2/2020 8/2020Sr Technical WriterManaging, using Writing inventory management, and procurement documentation.Writing databases, Crystal Reports documentation, and drawing flow diagrams in Visio.Writing edge and corner cases, and API functional and non-functional requirements.Creating flow diagrams and drafting RACI tables.Taking meeting notes involving a major financial client, management, and developers when required.Zenmonics (remote) 2/2019 8/2019Sr Technical Writer/LeadParticipating in a range of new project BA documentation.Substantially modifying and reorienting functional specifications and API requirements draft.Revising and editing select project artifacts.Active communication with development staff in developing documentation in Jira.Managing documentation in SVN.Producing template use and style guides, style specifications reference, and supplement on table alternatives.Medical: Out of market due to surgery and convalescence. 2018ABB, Cary, NC 8/2016 11/2017Sr Cybersecurity Technical WriterCreating/standardizing templates for major deliverables mandated by PMO and C-suite executives.Involved in cross-functional team communication distributed around the globe (Japan, Australia, Brazil, Egypt, Estonia, Poland, Czech Republic (Czechia), etc.Drafting SPS/Service Portfolio Catalogue for internal customers and developing Service Description Catalogues.Writing Service Handbooks for NIST compliant Vulnerability Management, WEB Application Scanning, End of Life Service, Security Configuration Management, Antivirus Management, End-User Firewall Management, and Security Resilience Testing for corporate security teams in the U.S., Europe, and Asia.Drafting NIST-oriented Certification and Accreditation (C&A) proposal for IS executive management.Participating in Bitsight documented service descriptions and evaluations for corporate executives.Writing a span of comprehensive vulnerability operating procedures (SOPs), containing process flows, RACIs, KPIs, etc.Developing critical service consumer sub-services including requirements for ServiceNow (SNOW).Writing SLAs and an OLA.Responsible for document progress reports and management and development of SharePoint library and archive.Bank of America, Charlotte, NC 12/2015 2/2016Sr Technical WriterParticipating with an insular project team to develop and collaborate with other resources to create a proprietary risk rating and tracking tool.Writing procedures for risk dashboard and vendor risk categorizations,Writing program usability for risk tracking changes proposal and risk re-categorizations.Drafting procedures for program usage, including tracking, report generations, rating red flags, assessments/analyses, and remediation assignments process.Using SharePoint for document collaboration and management.TD Bank, Greenville, SC 8/2015 10/2015Process AnalystResponsible for process capture and gap analysis as well as creating complex companion Visio diagrams.Writing critical RC procedures (SOPs) in compliance with Federal Reserve expectations and internal TD Bank Compliance.Limited cross-functional communication.Developing training content and reference manual foundation.Using SharePoint for document collaboration and management.Wells Fargo Bank, Charlotte, NC 5/2015 6/2015Technical AnalystRapid, time-sensitive Capital Analysis and Review (CCAR) Mid-Cycle Stress Tests construction in compliance with the Federal Reserve Bank requirements.Two on the team, my remit was a 1,000-page document.Using SharePoint for document management and availability for management.Wells Fargo Bank, Charlotte, NC 1/2015 4/2015Information DeveloperResponsible for designing InfoMAX Wealth contact markup language template optimized for relevant quick query content, speed reading, and shorter support calls.Migrating over 500 procedural articles and redefining content inclusion and/or markup language content placement design.Remediating pre-migrated, seven-year-old knowledgebase for CC Wealth Management.The effort was tracked in an Excel spreadsheet available on SharePoint.EMC2 Corporation, Remote/UK 6/2014 1/2015Sr Technical WriterWriting ViPR SRM implementation runbook addressing planning, installation, configuration, and security, administration, troubleshooting, and risks.Cross-functional communication with several teams in developing and changing requirements of content definitions.Designing runbook to be quickly extensible by the client upon formal transfer.Creating Visio diagrams and PowerPoint presentations for team, upper management, and client.Cross-team content writing and editing.Reporting to two PMs responsible for the project.McKesson, Charlotte, NC 11/2013 03/2014Sr Technical WriterUsing Madcap Flare (WYSIWYG and direct XML coding), responsible for writing, rewriting, and editing assigned medical applications test scripts and release notes.Reviewing, performing, and in some cases rewriting test scripts using data and codes.Managing documentation in TFS and Madcap Flare and coordinating shared efforts with team members.Performing a thorough overhaul and update of the HL7 coding reference library and conversions.Reported to the manager embedded with the team.BB&T, Winston Salem, NC 8/2013 10/2013Regulatory AnalystAddressing CCAR regulatory compliance to FDIC and Federal Reserve.Developing business process flows to capture non-compliance gaps and recommend remediations.Writing operating procedures for all lines of business (LOB) mandated by the Federal Reserve Board.Tracking and communicating via TFS or SharePoint for SME collaboration.Creating templates and authoring formal documentation process (from draft to approval process and archiving including registration in policy-mandated reviews catalog).Charlotte-Douglas International Airport, City of Charlotte, NC 3/2013 5/2013Process AnalystPerforming business requirements and process capture, development, and gap analysis with coordination and participation of teams as needed.Creating department workflows and business procedures related to the deployment of PropWorks.Creating RACIs.Tracked efforts in Excel which was submitted to PM with notes.Writing documentation process management and proposing SharePoint content management strategy.Creating process diagrams in Visio for documentation and PowerPoint presentations for management.SharePoint contained the documentation.ATI Alvac, Monroe, NC 9/2012 11/2012Oracle UPK Training DeveloperUpdating industrial processes, procedures, and video training using UPK within the Citrix environment; topics included Sales, Shipping & Receiving, RX & RXi, and batch metals processes.Editing and publishing training, train-the-trainer materials, and PowerPoint presentations for teams.SharePoint contained the documentation.Strutton Security, UK 1/2012 6/2012Business Development & Marketing ConsultingResearching and evaluating competition, and strategic weaknesses and strengths.Advising on forms of marketing, content and layout, and business-to-business and business-to-government communication and updated key and auxiliary contacts.Authoring marketing content and initiating the campaign.Wells Fargo & Co., Charlotte, NC 6/2012 8/2012, 7/2011 12/2011Sr Technical Writer/EditorDocumenting internal records/messaging archival and discovery procedures, identifying gaps, and capturing and documenting processes and methodologies per Legal Department mandate and compliance.Writing SOPs for McCracken (commercial lending software) and the banks proprietary mortgage software.Composing Technical Writing methodology, including review, edit, acceptance, and sign-off procedure.Defining SharePoint and Documentum use for collaboration with SMEs.Creating and updating WBS (Work Breakdown Structure) for reporting to the project manager and team leads.Creating or participating in the development of complex swim lane process flows across various teams.Using SharePoint for document collaboration and Documentum for document archiving.TIAA-CREF, Charlotte, NC 2/2011 4/2011Sr Technical WriterDeveloping a program for fast-tracking document deliverables, library management, and WBS reporting.Extensive development of cross-team communication for changing freezes and final acceptance effort to move on to or finalize documentation.Creating Visio diagrams for complex data, network, Cloud, and backup Cloud facilities, F5, etc.Documenting enterprise "as built" development system components (WebSphere, NFS4, F5 Load Balance, Network & Security, Virtualization, Cloud Computing, Active Directory, etc) for the test team.Creating Visio integration and data flow diagrams and PowerPoint presentations for senior and executive audiences and integration consultants.Participating with the test team on infrastructure test drafts.Participating in two-tier progress and issues meetings.Tracking efforts in Excel and generated work effort reports for PM.Using SharePoint for document collaboration.Konika Minolta Healthcare [Viztek], Clayton, NC 10/2009 2/2011Business AnalystPerforming data mapping, cleaning, and standardization for Great Plains and SolveDirect integration.Creating Excel pivot tables for support and sales/marketing analysis.Performing device-data conversion; merging and editing support case histories; integrating with Knowledge base.Collaborated with developers, support, sales, and marketing.Writing SLA for Support.Comforce, Woodbury, Long Island, NY 3/2008 5/2008Business AnalystConducting comprehensive business/IT organizational and process and gap analysis with critical recommendations for intra-department cooperation.Writing an efficient documentation and revision process for a resource-lean environment.Liaising with SMEs, PeopleSoft software development team, and UAT (User Acceptance Test) group creating new development documentation, acceptance, and enterprise dissemination process.Conferring with management and key stakeholders on corporate DM (Document Management) solutions using open-source software, WBS template, and workflow/documentation process.Modeling, writing, and diagramming end-user instruction sets and creating training documentation for upgraded Payroll and Billing software modules in UPK Developer for future emulations.Developing functional end-user and QA test script documentation.Blase d.o.o., Zagreb, Croatia 7/2002 2/2008President/OwnerBusiness Intelligence, analytics, research, and investigation for emerging market prospects.Contracted to write an array of RFTs (Request for Tenders).Wrote legal drafts (contracts).Used MS Project and WBS for tracking work efforts.Developing and delivering training programs for clients.Real Estate analysis of US Embassy, Zagreb.Member of Board of Directors for demining NGO (post-Croatian Patriot War demining).ICSM, Ltd., Riyadh, Saudi Arabia 7/1999 11/2001Senior Manager, ID, Technical Writer, EditorExtensive cross-communication between stakeholders in project efforts, including the USG, RSADF, RSADF Computer Center, SALTS, as well as internal teams.Managing creation and publishing of end-user documentation and training for Patriot Missile System Logistics (Oracle) using MS Project daily reporting to the ITIL enterprise project manager.Redesigning documentation for military logistics and SPS procurement/content to best serve end-user content needs, including ease of use through consultative proposals and recommendations based on sample deliverables testing.Developing site-specific military logistics training/courseware (approximately 30% effort of the project).Writing project documents, including design documents, implementation & deployment plans, etc.Writing, and diagramming in Visio multiple site LAN/DBA configurations and security, changes in data schema, process flows, and module relationships. Writing and editing functional test scripts.Performing CM/QA role for documentation and Oracle code and managing pre-implementation test scripts.Sharing in writing and editing new functional test scripts.Managing test team which included responsibility for test schedule and reporting.Due to development slippage, engineered strategy for accelerating document deliverables schedule.Participating with the Program Manager in writing three major Oracle RFQs.Croatian Medical Journal, Zagreb, Croatia 4/1999 7/1999English Language EditorInvited by the journal to be an editor pending ICSM onboarding.Phillip Morris, Richmond, VA 1999Courseware DeveloperAuthoring data fundamentals, databases and structures, SQL querying, and reports generation courses for manufacturing staff using ADDIE methodology.Pfizer, Inc., New London, CT 1997 1998Consultant [corporate IT support re-engineeringCross-functional team communication with every major IT department in the development of a corporate Help Desk model, its development and implementation separate from Developments Help Desk.Designing communication standards between the standard Help Desk and Developments Help Desk.Performing Help Desk analytics, capturing methodologies, and re-engineering processes.Developing, and diagramming using Visio, proposed department and inter-department processes and accountability links and workflow cycles, as well as identifying gaps.Writing SOPs, OLAs, and SLAs and contributing to Help Desk Knowledge base as well as creating Intranet resource documentation.Utilizing MS Project to manage coordinated tasks.Fruit of the Loom, KY 1997Instructional Designer/Technical WriteWriting comprehensive corporate courseware on Oracle supply chain, logistics software financials, and proprietary manufacturing and warehousing applications using ADDIE methodology.Coordinating and conducting courses for warehousing, inventory, and logistics systems at company sites in the US and Mexico.Writing introductory Oracle Financials training for Upper management.Writing system help files using RoboHelp and designing intranet help/knowledge base content hierarchy and content.Developing or updating technical SOPs with network specs and Visio diagrams for Windows and Linux servers.IBM Global Services, KY 1996 1997Technical Writer, Document ManagerWorking on a 7th generation ITIL OMT project that had migrated from several countries with its last migration from Canada to the US.Given full authority in the performance of responsibilities, reported to PM and project owner on every aspect of remits and efforts, potential risks in meeting milestones, resource conflicts, etc.Cross-functional communication, interviewing, and consulting with Canadian and US teams.Migrating project library from Toronto, Canada to Lexington, KY.Updating network diagrams.Writing new and updated business requirements.Writing a full array of new and net new project documentation conforming to ISO standards (from Internal and External Design Documents to detailed Technical Field Engineer manuals) and responsible for formal sign-off documents.Writing 97% of the deliverables in BookMaster (SGML derivative code editor) and authoring help files in HyperWise.University of Kentucky, Human Resources, KY 9/1996 10/1996Technical Writer, Instructional DesignerWriting customized (ie, non-standard use) end-user documentation, SOPs, and training references for Resumix HR software (UNIX platform).Diagraming processes and procedures in Visio governed by internal HR practices.Toyota, KY 1996Technical & Communications WriterWriting IT Operations documentation, SOPs, Help Desk content for three-tier escalation, and operational training material.Writing Runbooks.Writing facility communication releases for upper management.DVM Manager, KY 1995 1996Technical Writer, MarComm Writer, Process Engineer, ManagerPerforming business process and gap analysis with comprehensive change recommendations.Conducting 'quality circles' with selected clients, resulting in significantly reduced support call volume.Reconstructing documentation contented using FrameMaker and WordPerfect, reducing the 500-page User Manual to 110 pages using the 'running index' technique, significantly improving CSI.Creating fast start SOPs and how to guides along with FAQs.Working with encryption specialist on data conversions for new data schema and documentation.Supervising code testing and acceptance as well as release notes.Converting documentation to HTML format with links for the company website.Developing advertising strategy and copy for veterinary journals, which immediately generated leads.Utilizing MS Project to manage tasks and time allocations.Rio Casino, NV 1995Technical WriterCreating standardized technical documents with illustrations for proprietary and confidential IT procedures.EG&G, NV 1995Proposal WriterWriting a 500-page volume of a two-volume RFQ for a US military Joint National Test Facility tender.Accountable for tenders HR, including receipt, review, categorization, and sorting of all resumes from scientists, engineers, and military brass, and developing the HR database with DOD/DOE Security Clearance levels and statuses.EducationBS, Applied Behavioral Science, National Louis University, Chicago, ILMS program, Management & Development of Human Resources (ABT), National Louis University, Chicago, ILTraining & CertificatesTechnical: Crystal Reports Writer, Develop Applications with Oracle Express Objects, Oracle Sales Analyzer, Oracle Express Analyzer, Oracle Design Factors in Program Development, ViPR SRM Mapping, UPK Developer, Camtasia, Articulate, Madcap Flare, FrameMakerTechnical Writing: Information MappingPast Professional AffiliationsAmerican Society for Training and Development (ASTD)National Society for Performance and Instruction (NSPI, now ISPI)Association for Supervision and Curriculum Development (ASCD) |
