HIGHLIGHTS
- Adeptly translates technical material into business language and information development clearly, concisely, and accurately, adapting tone and content to the audience and format
- Produces training material, user manuals, system documentation, online help, technical materials, release notes, processes, procedures, and project artifacts with excellent written and oral communication skills
- Performs essential research analysis, including interviewing clients and subject matter experts to develop information into usable formats
SKILLS
Desktop Publishing software, Help Authoring systems; MS Office: Word Excel, PowerPoint, Visio, SharePoint; Adobe Acrobat; Dreamweaver, InDesign, Photoshop, Illustrator, Frame Maker, QuarkXpress; SnagIt; WordPress CMS, Microsoft HTML Help Workshop, RoboHelp, Web Design: HTML, XML, CSS; some experience with JavaScript, PHP, MySQL, Information Mapping, DITA; Training Material, End User/Help Documentation, Business Requirements, Functional Specifications, Policy and Procedures, Process Instructions, Technical Specifications, System Documentation, Software Documentation, System Analysis, Process Analysis, System Diagramming, Project Artifacts
EXPERIENCE
JM Family Enterprises contract through Symbiotic Consulting Group
Deerfield Beach, FL
May 2012 – May 2015
- Wrote and edited self-serve IT support documentation for internal clients. Created quick use guides for Identity Manager Application upgrade for internal client use, including screen shots and procedure steps as part of content development for IT intranet initiative.
- Coordinate with IT and business leaders to assess training needs and objectives
- Worked directly with engineers, architects, and developers (SMEs) to document systems, interfaces, metadata, and data mapping to create data warehouse metadata repository. Using Informatica ETL tool, produced source data mappings for data warehouse.
- Wrote training documentation and conducted training sessions for software, processes, and procedures.
- Produced data flow diagrams and system documentation for company IT department project management office; participate in SharePoint document library structure and process development; establish standard technical writing documentation process.
FIS contract through Princeton Information,
St. Petersburg, FL
November 2011 to April 2012
- Prepared Word documents for DITA migration and assisted in training technical writing peers.
- Demonstrated a firm grasp of the enterprise change management system and project management office artifacts to independently research COBOL/Mainframe programs for changes and updates and produced new and/or modified Word documents for existing system documentation.
- Assess, recommend, and purchase training packages and services to achieve desired business capabilities.
- Converted and improved Word documents to RoboHelp files for client-facing help system for new GUI viewable control tables. Interacted and reported successfully with all levels of subject matter experts including engineers, project managers, developers, analysts, and executive management to produce technical documentation independently and on a team.
Verizon contractor through NextGen IS
Tampa, FL
October 2010 to August 2011
- Created and standardize release notes template and trained Service Level Agreement team for using the process to document application releases.
- Established departmental release notes process for application code delivery for monthly implementations, affecting Telecommunications Company customer.
- Wrote and edited on a daily, weekly, and monthly basis for various applications delivering release notes for external customers as provided by application project team.
- Interacted with all levels of subject matter experts from engineers, project managers, developers, analysts, and executive management both on and off shore to produce technical documentation.
- Maintain and refresh training environments. Coordinate, and administer training event feedback mechanisms.
- Lead a team of four technical writers to improve the release notes process.
JPMorgan Chase
Tampa, FL
March 2005 to December 2009
- Managed small to medium concurrent projects by following the Project Delivery Framework (SDLC) within the Treasury Services Billing Technology organization following the Project Delivery Framework (PDF), producing all required documentation.
- Design, develop, and deliver training programs and tools to achieve desired business capabilities and skill levels for end users for both new as well as existing software applications and solutions, including course materials, training exercises and skills evaluations
- Developed project plans and worked with all technology teams as well as business stakeholders to identify project solutions and the overall project execution approach. Worked with the Application Development Managers, QA Manager, as well as other Technology teams to identify and engage the core project team members, aligning roles and responsibilities as agreed upon by the project team.
- Documented processes for Treasury Services division, working with Mainframe developers, project managers, DBAs, and technical analysts to gather and write tech and training documentation.
EDUCATION
BS in Journalism
Liberty University, Lynchburg, VA