Senior Business Process Analyst & Technical Writer: Compliance

Documentation

Offers results-driven, project management approach to designing and

writing technical and business process policies and procedures; Conducts

workflow analysis with team collaboration; and Produces audit-ready

compliance documentation-critical for business units and users, and

adaptable for training program development and delivery.

Maintains ISO/SOX compliance focus and a strong strategic, full-cycle

quality audit perspective design and re-design to directly support and

enhance corporate-wide continuous improvement and customer satisfaction

initiatives.

Highlighted industries served include: IT security and infrastructure

operations for banking clients; Banking mortgage IT and call center

servicing; Customized IVR user acceptance scripting and testing; U.S.

government-sponsored home recovery/loan modification programs; Healthcare

facility management, personnel and service management software

applications; Training program proposals (RFQ/RFPs) and learning

management systems, Statements of Work, BRDs and CRM requirement analyses

and implementation.

Formal Education

Masters Advanced Masters of Science Education Bachelor of Arts

Certificate 200*-****-****

Project Management Adult-Continuing Education Liberal Arts,

George Washington Curriculum Design, Business & Psychology

University Industry Eastern Illinois

Washington DC Northern Illinois University University

Extension Program at DeKalb IL Charleston IL

Motorola Campus

Competencies & Methodologies

Information Mapping; Business process ISO 2700 series, SAS70, OCC, PCI /

analysis approach to technical PA-DSS, Dodd-Frank Act and

writing-policies, procedures, Sarbanes-Oxley (SOX) compliance

resource/user manuals, QRGs, FAQs, and documentation and audit methodology for

role-specific job aid/workaround manu-facturing, distribution, finance

matrices; IT Sys Ops Service Desk Plus and Federal Govern-ment regulations;

(change management, resolutions, system quality system reviews (QSRs); and

access and incident request tracking). customer contact centers.

PMI/ESI Project Management principles and Talent and Change Management,

methodology; Formal report writing to Organizational Development; Workflow and

document the analysis and corrective gap analyses to design productivity

action/remediation plans. improvement, training for employees,

supervisors or managers.

Curriculum and instructional design, SharePoint and KnowledgeLink

Kirkpatrick, ADDIE, documentation management solutions to a)

Criterion-referenced/Performance-based track original contribu-tions, version

instruction to analyze, design, develop, and release control; and b) maintaining

implement and evaluate training programs. cross-referenced, shared documentation

libraries.

MHA HAMP solution center operations; MS Communicator; WebEX, Live Meetings/Go

Major banking institutions' best To Meetings; Screen capture programs

practices in default/ bankruptcy/ such as SnagIT, GreenShot, Paint and

recovery to ensure on-going adherence to Snipping Tool, among others.

customer information security

requirements.

Windows, Citrix/VPN; MS Office LPS Empower, LOS- documenting mortgage

Suite-Word, Excel, PowerPoint, Project, procedures for sales/origination,

Outlook, and Visio; Authoring systems, adverse actions, fulfillment (setup,

such as SharePoint &Visual SourceSafe; processing, underwriting, quality

and desktop publishing programs, such as assurance, closing and post-closing

Adobe InDesign. activities).

Professional Contributions and Accomplishments

Interim Reviewer/Editof Sworn Document Compliance September to November

2014

Contract Consultant for Chase, Lewisville, TX

. Retrieved assigned documents to assess gaps in standardized text building

in those gaps for subsequent LOB approval and release.

IT System Operations Writer Policies & Procedures April to August 2014

Compliance Documentation aligned with OCC, SOX, COBIT, ITIL

Contract Consultant for ClubCorp, Dallas, TX

. Collaborated with SME teams through interviewing, flow charting and

analyzing cross-functional business processes to map subject content into

SOX-compliant documentation; user, administrative and management

guidebooks and Visio process charts.

. Applied best practices approach to IT sys ops documentation initiatives

in change management, system access management and data management

(backups, restoration, disaster recovery processes through to

validation).

Interim Writer/Editor for Software End User Procedures January to March

2014

Contract Consultant, Medsynergies, Irving, TX

. Designed, developed and implemented (a) SOPs and case scenarios playbook

for software management issue resolution in three publishing formats:

Word, web and InDesign, (b) Visio flowcharts and documentation of

compliance process timeline, (c) software UAT plans; Designed client

profile portfolio to link profile data to SalesForce and playbook (a)

above.

Project Manager, IT Policies & Procedures January 2012 to January 2014

Contract Consultant, WW Mergers and Acquisitions

McAfee, Plano TX

. Created and managed a library of tiered operational playbooks for IT M&A

services: program and project managers, infrastructure, business

processes and systems integration subjects: onboarding, networks,

messaging, global security, telecom and operational transition; Also:

communications, human resources, marketing and sales operations and sales

engineering.

. Collaborated with teams of SMEs through interviewing, flow charting and

analyzing cross-functional business processes to map subject content into

documentation.

. Applied best practices to tiered versioning, validating and aligning

quality measurements with service standards, evaluations and

recommendations, to ensure execution of continued improvement

initiatives.

ISO/SAS70/OCC Documentation, Contract Consultant October 2011 to December

2011

Saxon Mortgage, Irving TX

ALSO, SAME JOB PROFILE with Different Title and Different client:

Technical and MOP Editor/Writer Special Projects, Independent Consultant

July 2011 to September 2011

NationStar Mortgage, Lewisville TX

. Edited and/or authored extensive operational and compliance documentation

in fast-paced environments with aggressive production timelines to

produce and publish documents that were both accurate and easy-to-follow.

. Managed weekly P&P portfolios of 300+- documents in varying stages of

subject content collaboration and approval from SME input, quality

assurance, compliance through to senior and executive management.

. Applied best practices in quality assurance, audit findings, evaluations

and recommendations, continued improvement initiatives through

effectively executed verbal and written communication.

Interim Instructional Designer, Writer/Editor May 2011 to June 2011

Contract Consultant for Capital One, Plano TX

. Utilized sound instructional design and curriculum principles to create

and execute user training sessions in the:

o Use of document storage and retrieval for specific sets and

categories of procedures

o Coach audit interview process-responding to questions while

demonstrating procedural competence

. Performed workflow analysis using a collaborative and consultative

approach with process owners, users, team leads and SMEs through one-one-

one and small group interviews, conference calls to seek information, to

validate the documentation, and to provide on-going communication for

their group's processes and procedures.

. Incorporated formal writing standards, such as the Chicago Manual of

Style, Information Mapping, among others.

Project Manager, Banking and Mortgage Quality and Compliance Operations

Contract Consultant (2 consultancies/1 consulting corp.) combined

Consultancy from July 2010 to March 2011

Project Manager, HL&I Compliance Technical Writer (January to March 2011)

Bank of America, Home Loan & Insurance and Legacy Assets Servicing,

Joint Ventures Business

. Managed a portfolio of documentation projects (approximately 15-25)

with heavy emphasis on Bank of America Governance and Compliance

guidelines to create, edit, secure stakeholder sign-off and publish.

Project Manager, Quality /Compliance Documentation (July to December

2010)

Contract Consultant for U.S. Department of the Treasury, Making Home

Affordable Program (MHA),

Home Affordable Modification Program (HAMP) and Fannie Mae's HAMP

Solution Center (HSC)

. Responsible for applying the instructions and guidelines in the

Supplemental Directives (SD) for program registration.

. Managed a set of portfolio of policies, guidelines and procedures, call

center scripts, job aids, workarounds (approximately 30) to create

comprehensive procedural documentation.

. Analyzed Registration and Guidance report findings to track adherence

and identify gaps in SD compliances.

QSR Compliance Documentation Writer/Editor

Contract Consultant (2 consultancies/1 consulting corp.) combined

Consultancy from June 2008 to August 2010

Directly for System Services, Inc. (part-time as required June 2009 to

August 2010)

. Supported internal compliance process and procedural documentation

efforts.

. Developed standardized approaches to workflow analysis with information

mapping methodologies and best practices. Additional assignment with

Systems Service's direct client, NDeX West cited below.

System Services, Inc. consulting assignment:

ISO/QSR, SAS70 Project, System Services, Inc., Addison TX

Sub-Contract Consultant at National Default Exchange Services (NDeX) West

(from June to December 2008)

NDeX was the mortgage default services business at law offices of Barrett

Burke, et.al.

. Analyzed largest bank clients' information security requirement OSPs

(outside service providers) and quality/ compliance external audit

results to write and publish the highest level mortgage service and IT

compliance documentation policies and guidelines, and all subordinate

documentation-processes, procedures, desktop workflows for mortgage

default, bankruptcy, foreclosure, and auction practices.

. Designed the IT compliance documentation library to include all relevant

security requirements for the following groups: Leadership/Executive,

Infrastructure and Operations (Change and Release, SysAdmin, Database

Applications, Data Exchange Administration, Network Administration),

Applications Development and Support, Service Desk, Quality Assurance,

and Administrative process analysis.

. Developed a Documentation Management & Control initiative, as a knowledge

management system, and published in SharePoint; Conducted orientation

sessions training users in maintenance of the compliance documentation

library.

. Maintained an understanding of the foreclosure and bankruptcy process, as

well as the banking and mortgage industry's Real Estate Owned (REO) and

county-based home auction processes.

Interim Managing Writer/Editor, On-line Higher Education Curricula

Contract Consultant to HigherED Holdings, Dallas TX April 2008 to May

2008

. Applied project management skills with course development cycle during

interaction with professor staff (as SMEs) to research and write all

components bringing one Lamar University online course to market.

October 2007 to April 2008: Interim professional learning endeavors,

association involvements, and volunteer activities.

Healthcare Management Software Trainer & Market Relations Specialist

QuickCARE Software, Frisco TX August 2006 to October 2007

. Managed training delivery function for therapy management clients' multi-

unit sites nationwide.

. Gathered and analyzed student and client evaluations and feedback.

. Conducted training sessions to physical, occupational, speech therapists

in mastering therapy management software; Supported marketing and sales

of the company's Electronic Medical Records (EMR) technology.

. Worked closely with tech support and call center leadership to ensure

successful software rollouts-CRM (Salesforce)

Project Manager, Property Management and Market Development

Independent Business Development Consultant, Frisco TX March 2005 to

August 2006

. Set business expansion plan in place building a new storage business to

premier status in the industry; and Maintained property and customer

relationship management database software.

Portfolio PM & Loan Consultant, Home Mortgage Sales Origination-Call Center

Specialist

USAA Federal Savings Bank, San Antonio TX March 2004 to February 2005

. Maintained current knowledge of extensive loan products and services to

meet and exceed sales goals.

. Performed underwriting activities, constructed loan conditions and

stipulations, and approved loans in accordance with FNMA, State and

Federal guidelines and regulations; Contributed to call center training

effectiveness analyses: new-hire orientation (industry, procedures, and

issue resolution); on-the-job coaching and mentoring practices; and call

duration & customer satisfaction metrics; participated in UAT of

customized CRM & IVR systems, recommending adjustments to call scripts.

. Met, sustained and exceeded call volume goals and achieved highest volume-

to-loan closure goals among 1200 sales consultants.

Project Manager, Training, Advertising & Marketing, Health & Wellness

Independent Consultant, Chicago IL and Tampa FL June 2002 to January

2004

. Developed and delivered marketing training course to support procedural

workflow documentation focusing on increasing GMP and market awareness;

Created and implemented advertising and marketing plans.

. Designed and implemented a quality system to measure and continuously

improve staff and client satisfaction.

. Developed and trained sales and operations teams on vendor/client

evaluation tools.

Sears Holdings Corporation, Hoffman Estates IL April 2001 to June 2002

Director, Information Technology Training

. Guided customized technical training program development from needs

assessment through production, trainer readiness, delivery and evaluation

ensuring successful corporate-wide rollouts.

. Developed standards model for vendor selection, retention and evaluation

aligned with ISO service standards.

. Sourced, designed and implemented learning management system (eLMS) for

corporate personnel training initiatives.

. Collaborated with IT and operational business units to document and

integrate workflow relationships with formalized processes and

procedures; document control methodologies implemented throughout IT

policies and procedures.

Motorola Solutions Inc., Schaumburg & Arlington Heights IL January 1989

to April 2001

Program/Project Manager, Technical Training & Publications, ISO/Quality &

Workflow Process Improvement

. Built and project managed cross-functional teams to resolve a myriad of

process issues in production, shipping, installation & optimization,

customer satisfaction, and quality system improvement including metrics

tracking and reporting-developed and/or managed document control system

aligned with ISO9000 standards as internal consultant/auditor/trainer

(1992-2001) for regions in North and South America.

. Managed assigned areas of project responsibilities within a two-year

quality system review process for all phases of audit preparation

(including training business units for the audit event) within the

cellular marketing and sales.

. Managed electronic document authoring and management software project to

facilitate responding to RFIs and RFPs among the various technology

groups.

. Managed standards development and implementation for training

administration, including tracking system for internal /external training

hours, billing, training program costs, scheduling requirements,

technical content translations.

. Collaborated with various business units within the cellular division to

document existing workflows and the interdependencies among the units;

Coached designated authors in documentation writing standards; Wrote

extensive processes and procedures across units and subsequently

delivered process training.

. Applied risk and cost analysis and scheduling techniques to 5-year

training program expansion projections for end-users/customers and

corporate functions/operations based on corporate initiatives and

personnel resource requirements.

Adjunct Professor, Part-time Endeavors, and Volunteer History

. Community college-teaching (business education, vocational office

technologies, professional and personal development), curriculum

development, and community relationship liaison (adult education

programs) and small business development programs; coordinating work-

study programs, corporate-owned/operated/sponsored education program

evaluation for college accreditation-cumulative 10 years

. Editorial and freelance writing-high school and university textbooks,

teaching materials which included testing and developmental and

progressive levels of scholastic achievement-cumulative 5 years

. High-end, designer apparel and "big box" on-the-floor retail sales-

personal sales consultant for men and women (clothing, cosmetics,

fragrances, shoes, and accessories)-cumulative 3 years

. Business development consultant-researching, implementing, and evaluating

the results of a myriad business development/marketing campaigns across a

variety of product and service industries, including temporary, long-

term, and consultative staffing solutions- cumulative 5 years

. Volunteer service and fundraiser activities include: Chambers of

Commerce, Community Family Services, Help the Homeless (walks/runs,

public pantry, silent auctions, etc.), Komen Race for the Cure, Lions

Vision Program, Toys for Tots, SPCA of Dallas, Lone Star Westie Rescue

and Angel Trees-lifelong

Professional and Personal Interests and Achievements

. American Training and Development (ATD); International Society for

Performance Improvement (ISPI); American Society of Quality (ASQ); and

Society of Technical Communications (STC); Certified Information Mapping

writing professional; Legislations of interest include Sarbanes-Oxley

(SOX), SAS70, PCI / PA - DSS, Dodd-Frank Act

. Northwest Sailing Association, NWSA, Arlington Heights, IL - Editor-in-

Chief and Social Chair, each 2 years

. Colgate School of Sailing, Ft. Meyers, FL - Certified private cruising

captain for sailing vessels up to 42'

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