KAREN L. GATTO
Wake Forest, NC 27587-7906
Phone: 919-***-****
Alt Phone: 919-***-****
acqvh7@r.postjobfree.com
Abilities:
Excellent communication skills both written and oral. Extensive experience in Technical Writing, Lean Six Sigma, Process Analysis and Design, Process Improvement and Product Development (Software and Hardware). Very organized, process oriented, and work well alone and in a cross functional / global team environment.
Professional Skills
Experienced Technical Writer (policy, product and end-user)
Detailed Process Work-flow and Gap analysis
- Process mapping in Blueworks Live and Visio
- Focus on Process improvement
Project Management
Microsoft Office Suite proficiency
IBM BookManager / Adobe FrameMaker / and other Authoring Tools
Lotus Notes Database Administration
Organized and talented multi-tasker
Results-oriented
Analytical thinker
Requires minimal supervision
Purpose driven and tenacious
Certified Lean Six Sigma Green Belt (Black Belt trained)
Experienced working in Agile Software Development environment
Experienced in Application Management and Release Management
ServiceBench (Administration) – Used Part Return Process
Excels in Team building
Excellent interpersonal skills
Employs Critical and Creative thinking
Experienced team leader and member of Global and Cross Functional teams - collaboration and facilitation
SOX Compliance testing and reporting
Experienced liaison working with internal and external auditors
Employment History:
Technical Writer
05/2015 – 06/2015 Collabera 25 Airport Dr Morristown, NJ 07960
Writing, editing, and rewriting company policies, policy and procedure manuals, and procedural documentation under contract for large a mortgage financial services company.
Freelance Technical Writer
04/2014 – 05/2015 Self-Employed Wake Forest, NC 27587
As a freelance technical writer, I have worked for various companies, and:
Wrote desk procedures, technical procedures; and standards for preserving the integrity and security of data, reports and access.
Developed work-flow charts and diagrams to ensure production team compliance with client deadlines.
Business Professional, Business Operations Specialist
10/2000 - 03/2014
International Business Machines (IBM)
3039 Cornwallis Rd, Durham, NC
Organizational Business Controls representative concentrating on process improvement to reduce warranty cost. Performed compliance testing to ensure business process controls were well defined and operating as designed including:
Created detailed analysis of process flow using Lean Six Sigma methods, input through output, to ensure desired output(s) and KPI results were being attained.
Identified process improvement opportunities for several internal business processes related to Warranty Cost savings.
Led a process improvement project for Warranty Returns using Lean Six Sigma DMAIC phases. Project implementation results achieved $900k savings in first year and $1.4M second year.
Documented process improvements by providing detailed written desk procedures for each geography, writing a Global Process Overview, and setup an interactive database to receive, document, and manage process change requests.
Co-authored the rewrite of a Corporate Financial Instruction to better support the businesses operational processes.
Attained LSS Green Belt certification through education and hands-on project management experience. Received LSS Green Belt of the Quarter award for 4Q2013.
Generated monthly and quarterly control reports for line and senior management as well as for Executive Process Control scorecards.
Software Project Manager:
09/1996 - 10/2000
International Business Machines (IBM)
5600 Cottle Rd, San Jose, CA
Managed OEM relationships as a SW Development Project Manager and oversaw the conversion of software products from those OEM companies into an IBM Logo'ed product.
Developed and wrote the a Distribution and Support Plan for the software products, coordinated the software supplier conversion activities and the supporting internal departments and delivery / support channels.
Technical Education Coordinator:
07/1992 - 08/1996
International Business Machines (IBM)
5600 Cottle Rd, San Jose, CA
Managed the Skill Management Process for the Storage Software Development organization. Achieved Customer Satisfaction goals of 95% and managed the education budget for two sites. Managing a Skills Management Process requires:
Understanding current organizational business goals and objectives and business drivers
Analyzing what skills are required to deploy and implement to meet the goals and objectives; and
Mapping skill requirements to educational resources;
Engaging appropriate instructors to provide the necessary education and training;
Working with educators to develop specialized education modules and training;
Scheduling classes / training events, and
Managing enrollments, certification programs, and customer satisfaction surveys and results;
Managing purchase orders and education expenses; and
Tracking and reporting results to management.
Technical Writer:
07/1990 - 06/1992
International Business Machines (IBM)
2953 Bunker Hill Ln, Santa Clara, CA
As Lead Technical Writer, I led a team of writers to revise existing acquired Manufacturing Operations documentation into the IBM format, transitioned technical support documents and end-user materials into IBM editing and publication tools, and trained new employees on IBM policies and use of the tools.
Technical Writer and Editor:
04/1989 - 07/1990
International Business Machines (IBM)
1500 Riveredge Parkway, NW, Atlanta, GA
Reviewed, edited and revised documentation and end-user materials of existing Manufacturing Software (MAPICS). Led a team of six writers to produce end-user documentation and training modules for a bedside Patient Care Software System and Nursing Station Network to complement a hardware product offering. Planned the documentation content deliverable's, managed the schedule of work assignments, coordinated and managed review cycles and production cycles to meet agreed General Availability dates.
Technical Writer and Editor:
04/1987 - 03/1989
Carson's and Associates Atlanta, GA
Roswell Rd, Roswell, GA
As a contract technical writer, I worked for various companies (such as: IBM, Coca-Cola, BellSouth, and Contel) and:
Wrote and implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and system access.
Developed work-flow charts and diagrams to ensure production team compliance with client deadlines.
Aligned related office departments and increased inter-department communication and data sharing.
Provided written end-user methodologies for object-oriented software development and efficient database design.
Utilized a pipe and filter model to find bottlenecks and enable measurement of system resource usage and process behavior at boundary limits of all operations for a mainframe library management system.
Education History:
Issuing Institution
Location
Qualification
Course of Study
Stuttgart American High School
Ludwigsburg, DE
High School Diploma
General High School Curriculum
Certifications:
Certification Title
Issuing Organization
Completion Date
Lean Six Sigma Black Belt (training only)
IBM / Moresteam University
02/2013
Lean Six Sigma Green Belt (Certification)
IBM / Moresteam University
05/01/12
Project Management
IBM / George Washington University
05/1997
Honors:
Received an Eminence & Excellence Award for being recognized as the Lean Six Sigma (LSS) Green Belt of the Quarter in 3rd Quarter 2013.
Received 5 Bravo Awards and 5 Informal Awards from Management during my tenure at IBM. I also received 16 Thanks! awards from my piers.
Activities:
Volunteer at Dress for Success here in Durham, NC.
Volunteer at Richland Creek Elementary school here in Wake Forest, NC.
Secretary/Treasurer of the Water's Edge Home Owners Association (HOA) since 2009.
References Available on Request