Summary

. Experienced Project Manager with ability to manage multiple tasks with a

diverse skill set

. Knowledgeable Business Analyst providing administration and support for

SharePoint Server, policy and procedures development for technical

operations and helpdesk support

. Extensive troubleshooting abilities with focus on best practice for

quality IT problem resolutions

. Excellent managerial and supervisory skills

. Accomplished liaison with responsibilities of daily running and

management of a call center

. Design and conduct training and development programs to improve

individual and organizational performance

Experience

Assurant Specialty Properties

Senior Technical

Writer F

ebruary 2008 to August 2013

. Compose and author procedure manuals, user guides, notifications, memos

on changes to processes and procedures and various templates and

presentations

. Collaborate with Subject Matter Experts (SMEs), analysts, managers and

team leads to obtain the necessary requirements for documentation

. Review business requirement documents to gather information to include in

documentation

. Create well-structured, concise guidelines from information gathered via

subject matter experts

. Create grids, tables, charts, job aids, training, policy and procedure

manuals

. Analyze information provided by various groups to assist in production

and maintenance of manuals

. Edit technical writing of co-workers, managers and other associates

. Create policy/procedure memos and other related, required correspondence

using RoboHelp

. Utilize writing/editing skills as required for drafting content as well

as for online HTML formatting using Microsoft FrontPage

. Consult with department managers to gather all current documentation,

work with them to get proper formatting so documents can be posted to

SharePoint and other required systems/formats

Elsevier Science

Technical

Writer

January 2007 to January 2008

. Work with product teams and business analysts to understand user needs

and wants in relation to application and documentation

. Collaborate with product teams and business analysts in gathering and

documenting requirements

. Review business requirement documents to gather information to include in

documentation

. Create well-structured, prototypes, screens, and reports using Robohelp

and FileZilla

. Create a wide array of documentation, which includes grids, tables,

charts, job aids, user guides, training guides, quick references and

online help

. Compose documentation to assist in the marketing of e-Learning courses

within the healthcare industry

Experience

Pipeline Data, INC

Technical Support Supervisor July 2006 to November 2007

. Supervised e-commerce help desk and customer service departments

. Developed training models for help desk representatives using MS Project,

Outlook and SharePoint services

. Provided technical product support for e-commerce clientele, developed

and implemented new systems, procedures or working practices to improve

customer service efficiency

. Set-up monitoring tools TASK manager for call center creating call

center scripts for inbound and outbound calls

. Responsible for the creation of Business Requirement Documents (BRD)

using Visio

. Maintained and revised Application Program Interface (API) documentation

for integration compatibility of e-commerce product

. Performs advanced troubleshooting of small to large scale using specific

e-commerce interfaces

Primerica Shareholders Services

Senior Operations Analyst/Training

Coordinator December 1997 to June 2006

. Created systems development, systems support and training requirements

. Managed system transition from testing to production on a long term

operations sustainment

. Implemented department-wide system risk management program and evaluated

testing effectiveness of disaster recovery plan for the company

. Developed an emergency evacuation procedure for maintaining and

exercising recovery plans for business units

. Responsible for creating and maintaining the breaking news section in an

intranet help desk support system for a large Call Center using

Macromedia Flash, Stellant Content Management Software, Adobe Acrobat and

Macromedia Dreamweaver

. Conducted a comprehensive auditing review of external departments print

mail

. Managed projects related to the company's internet asset management site

. Developed training curriculum for the securities division using Microsoft

Word, PowerPoint, Adobe Acrobat and InfoMap applications

. Assisted in review and development of workflow analysis of various

department systems and procedures

. Establish projects priorities and scheduled release dates for use-case

and test plan development for implementation of new business system

. Analyze information obtained from management to conceptualize and define

operational problems

. Collaborate with others to ensure successful implementation of problem

solutions

. Assess training needs through surveys, interviews with employees, focus

groups, or consultation with managers, instructors, or customer

representative

Certification

Basic Life Support (BLS)

. National Registered Certified Medical Assistant (NRCMA)

. Certified Nursing Technician (CNT)

. Traction Management

. Florida Guardian Ad Litem Program

Education

University of

Phoenix

.Atlanta, GA

Masters Degree: Health

Administration

. May 2012

Clark Atlanta

University

Atlanta, GA

Bachelors Degree: Biology/Medical

Technology May

1988

Ecedro Wesselhoft

3877 Turtle Run Blvd ( Coral Spring, FL 33067( Telephone 305-***-****(

acfx93@r.postjobfree.com

Ecedro Wesselhoft

3877 Turtle Run Blvd ( Coral Spring, FL 33067( Telephone 305-***-****(

acfx93@r.postjobfree.com

Ecedro Wesselhoft

3877 Turtle Run Blvd ( Coral Spring, FL 33067( Telephone 305-***-****(

acfx93@r.postjobfree.com

Contact this candidate