Quality Assurance Management

Michael Herzfeld

Email: abo8lb@r.postjobfree.com

Address: **** ******** ****

City: Rockville

State: MD

Zip: 20851

Country: USA

Phone: 301-***-****

Skill Level: Experienced

Salary Range: $65,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Michael M. Herzfeld

Senior Technical Writer

5729 Denfield Road

Rockville, MD 20851

Home: 301-***-****

Cell: 301-***-****

E-mail: abo8lb@r.postjobfree.com

SUMMARY OF QUALIFICATIONS:

Over 25 years of increasingly responsible, direct, hands-on

experience in technical editing, writing and desktop publishing, software

testing and quality assurance, including over 10 years as an on-site

documentation and training technical writer and instructor

o Collaborates with documentation and training and software

development teams, designs and authors user guides and training

materials and delivers software upgrade training based on customized

training manuals with exercises on-site to end users

o Explains the different software modules within web-enabled

information management billing and operations support and data

warehousing systems

Flexible technical writer and editor with extensive government

and industry experience in telecommunications and information

technology:

o Familiar with Government Rules and Regulations pertaining to

Quality and Revenue Assurance, and Federal Information Management

Systems, including Financial and Network Management, as well as

Information Assurance Systems

o Knowledgable in documenting systems across the software

development life cycle, familiar with Windows color and appearance,

SharePoint and Documentum Content management, Enterprise Operations

Support System, Oracle Relational Database for Telecommunications

Billing and Data Warehousing and Data Mart applications

o Tests user documentation against the product, working closely

with the subject matter experts, business and system analysts,

developers, project leads and testers, to ensure the documentation

s

technical accuracy and the quality of the technical content

o Validates software solutions using functional requirements

documents, data dictionaries, use cases, business process diagrams, data

migration and test plans, and system and user acceptance test scripts,

including testing of software content links

o Provides business process, systems architecture and entity

relationship diagrams to support end user process understanding of Oracle

and SQL Server databases

o Tests ApplicationXtender Documentum and SharePoint content

management system software installations using .NET Install shields,

VmWare, Data Dictionaries and Data Migration Plans, and Microsoft Team

Foundation Server to track bug reports and for Change and Configuration

Management Control

Skilled technical communicator and instructor; thorough in

explaining system features to new users and administrators:

o Facilitates user comprehension of NetPlus EOSS and NVision

Enterprise web-enabled information management systems for billing and

data warehousing solutions for Oracle database instances on UNIX Sun

Solaris and Windows Servers

o Establishes positive and productive working relationships with

fellow employees and management in diverse work environments

o Collaborates productively with all subject matter experts

(developers, project managers, training instructors, and tester within a

team environment to develop appropriate content

WORK EXPERIENCE:

8/11-9/12

Technical Writer (OCI contractor at Andrews AFB, MD supporting Air

National Guard NGB-A6)

Received certificate of appreciation from the client for

outstanding work performed on a project that ended in September 2012

in support of the AFNET migration of the ANG network and the

modernization of the combat information transport system to meet the

requirements of total forces integration, data center consolidation,

federated systems and unified capabilities

Provided strategic communications support to the Chief

Information Officer in the Communications and Information Directorate

with end user presentations such as the Warrior Broadcast and vendor

visits to the Information Management office

Provided technical writing support for the program and project

management teams in the areas of preparation of Statements of Work

and Performance Work Statements

Supported Human Resources department with interviewing and

on-boarding of new hires.

Formatted and edited technical and vendor services acquisition

documentation and developed process templates to meet government

industry standards and best practices for information technology

infrastructure and service documentation

Developed process templates for documentation using Access,

Excel, InfoPath and Word as well as Adobe X-Pro for acquisition and

system architecture documentation, and user questionnaires

Tools: Microsoft Office 2010 and Adobe Professional tools; JASMS;

DirectConnect

1/11-7/11

Technical Writer (Convergenz contractor at DoT OCIO in Washington, DC)

Responsible for supporting the Department of Transportation

(DOT) IT Services organization in accordance with ITIL v3 methodology

supporting all operational and technical teams within DOT IT Services

(Service Desk, Network, Engineering and IT Security organizations).

Scheduled and attended meetings with Subject Matter Experts

(SMEs) to discuss fulfillment of team-assigned client requests for

SharePoint Portal and Dashboard applications

Formatted and edited Service Desk standard operating

procedures (SOPs) in standards-based customer required templates

Tools: Microsoft Office Professional 2007 (MS Word, Excel, and

PowerPoint); Adobe Professional; MS SharePoint 2007; MS Visio 2007; MS

Outlook 2007

7/10 - 11/10

Elite Technical Writer (Catalyst Rx Data center in

Rockville, MD)

Responsible for supporting IT Operations, Network Engineering,

Help Desk and Data Center Teams of Pharmacy Benefits Management

enterprise

Prepared IT Business Continuity and Disaster Recovery Plan

Developed SharePoint DR Site with wikis

Prepared setup procedure for HIPAA-compliant trouble ticket

system

Tools: Windows Office 2007 (Outlook, Word, Excel, Visio, SharePoint),

Adobe Professional (PDF)

4/10-5/10

Depart of Defense Technical Writer (Office of Secretary of

Defense, Pentagon, in Arlington, VA)

Responsible for providing administrative and technical writing

support to customer

Prepared meeting minutes taken at Task Force multi-agency

meetings related to Force Management

Managed documents on SharePoint

Tools: Microsoft Office (Word, PowerPoint, Outlook, SharePoint)

Internal Training: Information Assurance

10/08-3/10

SSB Technical Writer (US Army Pentagon contract in

Arlington, VA)

Prepared software documentation for SharePoint applications

that complied with government and industry best practices and standards

Collaborated in the development of uses cases, business process

diagrams, test plans, test scripts, change management procedures,

functional requirements and data migration and system architecture

documents

Supported team with testing and documentation using CMMI,

Rational and agile best practices

Received a certificate of appreciation from the client for

documentation support to the development team in the development of a

data dictionary

Tools: Microsoft Office (Access, Word, PowerPoint, Outlook, SharePoint);

PMBoK, BABoK, Microsoft Style Guide

12/07-10/08

Clovis Technical Writing Consultant to Indus Corporation

(at the Federal Highway Administration HQ Building in Washington, DC)

Responsible for updating system documentation in response to

an internal audit of the client

s financial management applications and to

prepare for system re-certification

Prepared Standard Operating Procedures (SOPs) to address

FISMA Plan of Action and Milestones

Maintained the SOP documentation on a SharePoint 2003 site.

Tools: Microsoft Office (Word, Microsoft Style Guide, PowerPoint,

SharePoint)

5/07-10/07

Technical Writer IV (TAC Contractor at EMC2 in Rockville,

MD)

Responsible for supporting the work of the development,

documentation and test teams

Documented and tested EMC Documentum content management

software installation, user and administrator guides in a virtual machine

environment (using VmWare)

Contributed to the successful software release

Tools: SQL Server, Team Foundation Server, VmWare; FrameMaker;

Microsoft Office

12/96-4/07

Senior Technical Writer/ Instructor with ACE*COMM

Corporation, Gaithersburg MD

As a member of the Documentation and Training Department in

the Operations Division, responsible for supporting the work of the

Customer Service and Development as well as Marketing and Sales and

Software Test teams

Customized Installation, Operation and User Manuals for

different switched network configurations based on engineering drawings

Prepared user guides and training manuals for product solutions

and delivered training at US Army and Air Force bases in North America,

Europe and Asia

Edited product specifications and marketing materials for new

hardware products and prepared release notes for software releases

As a quality assurance engineer, tested client/server systems in

the integration test lab before shipment and at customer sites for

acceptance

Authored on-line Help systems for Windows Client Server

applications and supported quality assurance testing and related customer

services

Certified as a Training Generalist upon completion of Langevin

Train-the-Trainer course

Completed several internal product and quality system courses

Completed a telecommunications billing course on billing

systems at Jupiter Communications

Tools: Microsoft Office (Word, Excel, PowerPoint, Visio), FrameMaker,

RoboHelp, Lotus Notes, Adobe Acrobat Exchange (for PDF creation);

Adobe Illustrator; Autodesk and AutoCad; SQL for Oracle; Reportsmith

and Crystal Reports

7/96-11/97

Online Information Specialist with WordPro Inc., Rockville,

MD

As a member of the Electronic Performance Support Systems

team, responsible for providing an EPSS system for the general ledger

system of the Veteran

s Administration

Prepared and tested help topics using RoboHelp

Prepared a questionnaire and contacted end users by telephone

to perform a customer satisfaction survey

Tools: Microsoft Office and RoboHelp

12/89-6/96

Technical Writer for BYK-Gardner USA (Gardner

Laboratories) in Silver Spring, MD

Responsible for preparing, printing and stocking end user

documentation including Getting Started manuals, Quick Reference

Guides, Service Manuals for all of the company

s color matching and

physical test equipment

Responsible for developing the on-line help systems for the

Windows applications

Responsible for coordinating translations through a third-party

vendor of the documentation into several languages (Spanish, French,

German and Italian) from the English source documentation

Tools: WordPerfect and Word for Windows, PageMaker, Windows SDK

Tools

7/89-11/89

Acquisitions Editor for Phillips Publishing, Inc. (PPI) in

Potomac, MD

Responsible for contacting authors of telecommunications

reports to arrange for publication by PPI

Responsible for layout and printing of an updated Satellite Chart

Contacted satellite operators to update the annual edition of the

Satellite Directory

Tools: WordPerfect for Novell Networks

11/81-6/89

Member of the Technical Staff at Satellite Systems

Engineering, Inc. (SSE) in Bethesda, MD

Authored several studies of the satellite market for clients such

as Lockheed and Thompson CSF

Prepared engineering exhibits for cellular mobile radio

applications to the FCC

Edited the Satellite Systems Digest through personal contacts

and interviews with satellite operators and service providers

Attended several AAS and AIAA seminars at NASA Goddard and

in Washington, DC

Tools: Crystal Writer, WordStar and WordPerfect, Chicago Manual of Style

7/79-10/81

Editor/Indexer at the American Geological Institute (AGI) in

Falls Church, VA

Responsible for editing and indexing geological publications for

inclusion in monthly updates of the Bibliography and Index of Geology and

the GeoRef database

Performed online searches of the GeoRef database

Tools: AGI Glossary and Thesaurus of Geology; Lippincott

s

EDUCATION:

Bachelor

s degree from University of Basel, Basel, Switzerland in

Earth Sciences with minors in mathematics and physics

Completed course work for Master

s at Basel, including courses

in geochemistry, inorganic chemistry and physical chemistry; and lab

work in clay mineralogy and x-ray methods

JOB SKILLS TRAINING:

New Horizons Computer Learning Center, Tysons Corner, Virginia:

Microsoft Certificate of Achievement for Course 5061;

Implementing Microsoft Office SharePoint Server 2007, May 2009

Montgomery College, Rockville, Maryland:

Flash Action Script for Web and Simulations Development, Nov.

2008

Managing and Maintaining a Microsoft Windows Server 2003

Environment, Sept/Oct 2007

Langevin Learning Services, Tysons Corner, Virginia:

Training Generalist Certification, April 2001

Training Needs Analysis

Instructional Design for New Designers

Instructional Techniques for New Instructors

American Management Association (AMA):

Management Skills and Techniques for new Supervisors, 1999

The Billing College (Jupiter Consulting):

Telecommunications Billing, 1999

Executrain, Inc, Washington, DC.:

Desktop Publishing with PageMaker, 1994

Rochester Institute of Technology (RIT), Rochester, New York:

Introduction to Color Theory, 1992

Padgett & Thompson, Silver Spring, Maryland:

Desktop Publishing, 1993

Technical Writing, 1991

PUBLICATIONS:

PPI Associate Editor, 1990 World Satellite Directory

SSE Editor, Satellite Systems Digest

SSE Editor, Satellite Applicants for the 80s

SSE Compiler, Satellite Systems Characteristics Chart, Electronics,

McGraw Hill

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