Customer Service Project

Sharon K. Tharas

203-***-**** (H) 214-***-**** (C) ( ************@*****.***

Professional Profile

Writer/Manager with excellent strengths in team building, project

management, technical writing, and training:

. Motivated achiever who exceeds goals, is recognized regularly for

achievements, earned highest customer satisfaction rating, and has

garnered numerous awards.

. Solutions-driven professional with extensive experience in management and

building teams from scratch.

. Customer-focused, highly organized self-starter with effective customer-

service skills and demonstrated ability to manage solution strategy,

product offerings and provide support to customers.

. Proactive in identifying and solving problems with ability to recognize

strengths in staff and peers to achieve best use of resources.

. Skilled at grasping technical concepts quickly and communicating in an

easy to understand manner to produce desired results.

. Articulate communicator who can easily speak the languages of both people

and technology, blending the two with exceptional interpersonal skills

while interacting effectively with customers, staff, and

technical/engineering teams; adept at delivering presentations and demos.

Professional Experience

The Judge Group May 2013 - August 2013

Provider of IT staffing and services - Onsite at Bristol-Myers Squibb a

leading pharmaceutical company -Research & Development Learning and

Collaboration Therapeutic Area Asset and Protocol Learning Team provides

learning support to all clinical teams for both internal BMS staff and

investigative site staff.

Senior Technical Writer/Learning Specialist

. Developed online knowledge-sharing modules, using Adobe Presenter and

Audition, to present key data from medical congresses to an internal

BMS audience:

o Created slide content from SME materials

o Segmented original audio file into individual audio clips to

accompany each slide; imported and synced those individual audio

files into the slide presentation

o Worked with SME's to review and finalize presentations for final

publishing to the SharePoint site

o Supported various internal SharePoint sites by posting links and

details on those presentations

. Performed quality checks on various training modules and SharePoint

pages, checking for accuracy and correct functionality

. Supported a program that developed online-knowledge sharing for new

products.

. Performed training needs analysis and storyboarding for a series of

training modules on tumor assessment methods

. Developed/documented an internal team guideline for using Adobe

Presenter 8

. Updated existing procedure for Video Taping at an Event

. Drafted a guideline for Creating Online Knowledge-Sharing Modules From

Medical Congress Presentation

. Supported the LMS implementation plan thru material quality checks and

publishing the training to the LMS.

. Compiled internal survey results for quarterly presentation to RDLC

management.

Apex Systems Inc April 2012 - February

2013

Provider of IT staffing and services - Onsite at Boehringer-Ingelheim a

leading pharmaceutical company -IS PMO ensures effective and efficient

governance of IS resources, budgets, priorities, and organizational

performance.

Senior Technical Writer/Instructional Designer

. Evaluate internal Boehringer-Ingelheim documentation to understand

enterprise initiatives.

. Define desired learning outcomes of the project.

. Determine the desired learning objectives and created a detailed

course outline

. Identify required resources to meet learning objectives.

. Develop and execute strategy for technical training for specific

software products and solutions.

. Create e-learning modules from start to finish and track integration

into the LMS using Lectora.

. Develop measures to identify performance strength, such as:

achievement tests, questionnaires, simulations, interviews, and

performance checklists.

. Manage the flow of projects from inception through delivery.

. Develop proposals for course updates and new courses, following

established procedures.

. Manage course development projects in budget and on schedule according

to the established process.

. Develop and maintain procedural quick reference documentation for

project management software, internal document repository, and project

management processes using MS Word.

. Develop and maintain process user guides and reference manuals for the

internal project management process.

. Special Assignment: Work with budget software team to verify project

personnel data in the project management software.

. Develop several Quick Reference Guides for internal software

application using MS Word and Power Point.

. Develop user guide for base users and project managers for the PMO

project management tool.

United Nations March 2010 - April

2012

Office of Information and Communications Technology (OICT) - provider of

overall computing, telecommunications, office automation, software and

hardware support, and infrastructure support at UN Headquarters; and in

conjunction with the Department of Peacekeeping Operations for leased lines

and satellite communications to the oversees duty stations.

Senior Business Analyst

. Create and maintain software and project documentation using MS Word,

Visio, and Power Point.

. Contribute to requirements specification for selected software

development projects.

. Create and maintain Operational Level Agreements (OLA) for IT

technology services within the Service Level Management (SLM) unit;

manage the OLA creation process.

. Create and maintain Service Level Agreements and service descriptions;

manage the SLA creation process.

. Create other technical documentation within the scope of SLM projects

and day-to-day operations.

. Work closely with service delivery professionals, data center

personnel, and other technical staff to determine workflows.

. Perform developmental editing and copyediting tasks as needed.

. Participate in content creation for the SLM Service Catalog portfolio

database.

. Perform general administrative duties as required, including

maintaining documents in Content Management System (CMS)/Document

Management System (DMS).

. Keep abreast of new development in technology both in the industry and

in the UN.

Senior Technical Writer

Responsible for writing hosting services Service Level Agreements (SLAs)

and implementing ITIL best practices within Service Level Management (SLM).

. Define standard ITIL-compliant template for SLAs.

. Collaborate with Customer Service Officers (CSOs) on continual

improvement of SLAs and SLA delivery.

. Set up a SLA dashboard to track status/collaboration efforts using EMC

e-Room.

. Join forces with Customer Service Officers (CSOs) to implement a SLA

online work environment to streamline SLA turn-around time.

. Partner with Customer Service Officers (CSOs) to initiate a standard

template for Operational Level Agreement (OLA).

. Work with internal customers and IT service providers to review and

clarify customer service requirements and priorities for hosting

service needs to develop Service Level Agreements (SLAs); oversee

review of SLAs with service providers and customer offices.

. Facilitate process focused meetings to determine how SLA service

providers will work together to accomplish division of responsibility

for service provision and resolution of issues and constraints.

. Direct development of a Master Service Level Agreement template that

encompasses all boiler plate information and a one page Service Level

Agreement approval page.

. Collaborate with IT service providers to understand functional areas,

enterprise infrastructure, and various provided services to develop

appropriate metrics for service level agreements.

. Lead team members in defining and developing ITIL compliant SLM

policies, processes, procedures, and work instructions.

. Work with colleagues on the 2012-2013 OICT budget information; input

OICT resource requirements into NOVA system.

Financial & Information Technology Specialists August 2009

- March 2010

Provider of highly skilled financial and IT technical professionals for

long or short term staff augmentation in two primary areas: Financial

Software Applications and Infrastructure Support.

Documentation Manager Consultant

Responsible for directing the development of SLAs and OLAs; overseeing the

design and development of software application documentation, directing

process development/re-engineering in support of client contracts,

development and maintenance of business continuity documentation,

management reporting and metrics, annual budget planning, and annual

headcount planning.

. Work with clients, product managers, and developers to review and

clarify service needs and priorities; and then oversee the examination

of our company history to determine the level of service that can

realistically be provided.

. Lead process focus meetings to determine how SLA developers will work

together to accomplish division of responsibility, potential

impediment issues/constraints resolution, communication style and

preferences.

. Developed a structure to develop draft SLA documents; oversaw review

SLA documents with developers and client

. Oversaw the completion of pre-implementation tasks and documents:

o Developed tracking mechanism

o Established reporting processes

o Developed procedures for carrying out stated responsibilities

and communicating expectations to staff

. Collaborated with programmer and developer subject matter experts to

develop software documentation; this includes gathering client

requirements, user guides, reference manuals, quick reference cards.

. Conducted requirements analyses, designed/documented marketing product

profiles, end user reference manuals, user guides, and quick reference

guides.

. Created project plans and time schedules for QA, Documentation, and

Training (OLAs) to ensure objectives are met to achieve desired

business results within the project deadlines.

. Conducted training needs assessments for technical writers, including

consultations with management to identify writer development needs and

prioritize training solutions.

. Conducted training needs assessments for client personnel, including

consultations with client management to identify development needs and

prioritize training solutions.

. Prepared annual budget plan, tracked actual vs. plan, and provided

variance analysis.

. Prepared annual headcount plan and variance analysis provided employee

turnover analysis.

. Developed and maintained business continuity plan.

. Developed office space allocation plan, including growth plan,

coordinated office moves and relocations.

. Facilitated the development of metrics and rolled all metrics up to

executive level report.

. Work with senior staff and clients to define business intelligence

functional specifications that supported client business objectives;

define the functional specs of the IT architecture to implement

business intelligence software.

Goodman Networks, Plano, TX

October 2008 - August 2009

Telecommunications equipment services company providing solutions

throughout the Telecommunications Equipment Lifecycle for carriers and OEMs

in the Wireless and Wireline industries.

Documentation Manager Consultant

Responsible for Overseeing all documentation efforts for ISO/TL company

certification, managing documentation day-to-day operations, documentation

quality compliance program rollouts and maintenance, drive business

initiatives and strategy by leading documentation team through development

of project plans, scope of definition, execution, and follow-up, develop

and communicate a cross-functional strategic plan for documentation, and

measure continuous improvement.

. Worked with executive and functional managers, functional service

representatives, end-user community, and PMO to evaluate and

prioritize documentation requests.

. Prioritized and distributed documentation workload among the

documentation staff so that documentation met all schedules.

. Liaised with stakeholders to keep them abreast of new/updated SOPs and

any preparation activities required for successful process

deployments.

. Implemented measures to report on performance levels toward meeting

process standards.

. Anticipated and identified user's needs in order to match wireless and

Wireline services with SOPs.

. Conducted internal management reporting on process deployment

schedules and plans.

. Coordinated with all functional areas during process deployment.

. Developed and implemented the documentation process and metrics.

. Led documentation trend analysis effort for areas of continuous

improvement.

. Directed and oversaw library structure and migration to Share Point;

. Led the initiative for Share Point automated electronic document

approval and automatic notification to the company when updated

documents are posted in the library; Led the initiative and

implementation for a documentation project dashboard on Share Point.

Senior Writer Consultant

January - October 2008

Worked with the technical writing team to define and document processes

across all lines of business for ISO/TL 9000 2000 audit and certification:

. Led TL9000 Training effort for all field personnel. This included

developing the training plan, training modules, rolling it out to the

field, and tracking results.

. Developed the standard procedure template used to document all Goodman

procedures and work instructions.

. Performed a gap analysis of Goodman Networks procedures against the TL

9000 Requirements; and, developed a matrix to visually display the gap

analysis to management.

. Worked with subject matter experts to define and document the overall

Operations Support process flow.

. Defined and documented standard operating procedures and work

instructions for Operations Support, Human Resources, Safety, Project

Controls, and Operations functional areas.

. Worked with IT to develop functional specs for various software

applications to enhance project tracking and reporting.

Education

Marketing/Communication

Western Connecticut State University - Danbury, CT

Additional Training/Certifications

. Certified ISO Internal Auditor

. Certification in ITIL Foundations

. Conflict Management, Project Management, Performance Improvement, and

Personnel Management

. Extensive IBM courses in Management, Leadership, Finance, Time

Management, Quality,

Professional/Civic Affiliations

. Society for Technical Communication (STC)

. International Society for Performance Improvement (ISPI)

. CASUL, Building Association for Square and Round Dance; Secretary

Software Skills

. Software: Operating Systems - Windows, UNIX

. Desktop Publishing/Word Processing - Microsoft Word, Frame Maker,

Interleaf, Word Perfect, Excel, PowerPoint, Visio, Lotus Office Suite,

ABC Flow Charter, Easy Flow, Book Master, HTML, Acrobat, RoboHelp,

Madcap Flare, SnagIt, Adobe Creative Suite, Alfresco Documentation

. Project Management - Microsoft Project, Microsoft Team Manager, Lotus

Notes, Quicken, Changepoint

. E-Learning Software - Lectora, Adobe Presenter

.

Previous Experience

Breakthroughit, Parsippany, NJ

July - September 2007

Provider of highly skilled IT technical professionals for long or short

term staff augmentation in two primary areas: Software Development and

Infrastructure Support.

Senior Writer Consultant

Worked with a small focus team on the Pfizer Worldwide Technology

Infrastructure and Engineering (WTI&E) process development project:

. Collaborated with all functional areas of WTI&E, across multiple

sites, to re-engineer the Server Request process to adhere to ITIL

requirements.

. Participated in weekly executive status meetings (both in person and

conference calls) and initial Demand Planning Requirements gathering

meetings.

. Worked with team members on the documentation efforts for process

flows and associated documentation and incorporating them into

Corporate Modeler.

. Participated in weekly status meetings with team members and

management; tracked issues to resolution.

. Led discussions with team members and management to determine process

hierarchy and how the overall processes would be linked, types of

documentation required, and suggested recommendations for a document

repository.

. Drafted project status communication updates for distribution to WTI&E

executive management.

. Participated in gap analysis discussions between legacy Corporate

Information Technology (CIT) and Engineering Life Cycle (ELC)

processes.

DynCorp International LLC, Fort Worth, Texas

2006 - 2007

Provider of web based applications, client/server software, and customer

services with operations in more than 30 countries. Served as a senior

member of the IT team supporting United States Government and Global Joint

Venture contracting services that provides outsource services for

documentation, training, risk analysis, IT implementations, software

application implementations, process improvement and regulatory compliance.

IT Manager, Documentation & Business Processes

Responsible for forming an international team of 21 personnel; overseeing

the production of all end user documentation and training materials;

directing process re-engineering in support of 17 world-wide contracts.

Conducted needs analyses, designed product profiles for 7 software

application products, created project plans and schedules,

developed/monitored budgets, interfaced with world-wide clients, oversaw

writing, and ensured objectives were met to achieve desired business

results:

. Managed and oversaw the documentation requirements, development, and

deliverables for 15 software applications taking the department from

zero output to publishing over 6,000 documents in less than one year

- increasing final document production to the clients by 112%. This

generated over $1,000,000 billable dollars for the company within a

year time period.

. Led a special project for the Department of State to document their

IT policies and procedures. This included interfacing across

functional lines within IT and interfacing with several DOS

officials. The project was completed one week ahead of schedule and

$3600.00 under budget.

. Implemented documentation standards, templates and a corporate style

guide; providing consistency and increasing productivity and

efficiency within the technical writing team.

. Facilitated client meetings to map and re-engineer their processes

to improve efficiency and suggest potential automation

opportunities.

. Initiated meetings with the Logistics and Operations team to define

financial process maps and system design description documentation

for the earned value management system (EVMS) being implemented for

a government contract.

. Drove the implementation and production of the Fort Worth DynCorp IT

newsletter.

. Created/implemented a weekly Executive Dashboard for the Director

providing status for Training, Documentation, Business Processes,

and Compliance on personnel workload and expended time per client

per project.

. Initiated and over saw the development of Product Profiles and

accompanying spec sheets for all software applications.

. Supported the product roadmap by gate keeping product suggestions

and feature requests as they became available through developers and

programmers, customer support, and direct customer communications,

to identify and prioritize documentation of products and features

for major and point releases as well as upgrades.

. Prepared annual department budget and headcount plan; tracked actual

vs. plan and provided analysis for any variances.

. Prepared office space plan, accounting for functional area growth,

and coordinated office move.

Affiliated Computer Services, Dallas, Texas

2004 - 2006

Provider of diversified business process outsourcing (BPO) and information

technology outsourcing (ITO) solutions to commercial and government clients

worldwide.

Manager, Center for Information Management (CIM)

Formed and managed a documentation team of 12 personnel, oversaw the

production of all end user documentation and training materials; Led the

knowledge management initiative; Conducted needs analyses; Designed end-

user documents; Created project plans and schedules; Developed/monitored

budgets; Interfaced with world-wide clients; Oversaw writing; Ensured

objectives were met to achieve desired business results:

. Implemented basic rules and reassigned workload improving personnel

efficiency and morale 100%.

. Led the strategic initiative for corporate knowledge management tool

standardization; Drove the implementation of the Knowledge Management

solution for customer service and support, improving Help Desk first

contact resolution by 5%, agent efficiency by 15%, and customer

satisfaction by 5%.

. Directed documentation efforts to meet client business objectives.

. Worked with the Project Management Office (PMO) to ensure

documentation requirements and schedules were part of the overall

client project plan and schedule.

. Implemented document templates, standards, and style guide.

. Facilitated weekly client status meetings and guided resolution of

documentation issues.

. Developed/managed department budget.

. Provided monthly personnel performance metrics.

. Implemented a personnel/work/client tracking system to provide reports

for executive management on workload assignments/time per client.

. Prepared annual budget, tracked actual vs. plan, and provided analysis

for any variances.

. Prepared annual headcount plan, including growth and attrition,

provided analysis on employee turnover.

. Developed a plan for allocation of office space and coordinated office

relocation.

Carnegie Software Solutions, Inc. Plano, Texas

2000 - 2004

Publications Manager

. Managed the creation of all publications.

. Developed project plans and schedules and participated in all planning

meetings.

. Participated in client negotiation meetings, compiling meeting

minutes, tracking and driving project issues and action items to

closure.

. Implemented documentation standards, templates, and style guide.

. Worked with executive staff to develop proposals, RFPs, and RFIs

. Created PowerPoint presentations for executive's client meetings

. Assisted the CEO/President in setting up and running employee

recognition events.

. Instituted final customer document delivery standard.

. Assisted executive management with capital and budget planning and

tracking; headcount planning and tracking.

. Worked with the Chief Operations Officer to set up a new office site

location.

. Directed the creation of the company website and content.

Accu-Word Processing, Dallas, Texas

January - September 2000

Senior Technical Writer Consultant

. Collaborated with subject matter experts on product updates.

. Created product user guides using Frame Maker.

. Researched product information to glean appropriate information for

training courseware.

. Developed and authored web-based training courseware.

. Collaborated with team members to ensure consistency in training

courseware.

. Participated in developing certification questionnaire.

Carnegie Software Solutions, Inc.

1998 - 1999

Senior Technical Writer Consultant

. Collaborated with programmers and engineers to develop and author

client-specific infrastructure management installation and

implementation documentation using Frame Maker.

. Conducted internal and client document review meetings.

. Ensured hard and soft copy document delivery to the client.

. Provided plan and schedule support to project management.

. Worked with the executive team to research, develop, and author client

ROI analyses.

TAD Technical Data Services/Aerotek Contracting/CoreComm

1995 - 1998

Senior Technical Writer Consultant

. Worked with programmers/hardware engineers to develop/update existing

end-user product documentation.

. Worked with engineers and other company staff to define/document a

vendor qualification program; and facilitated implementation of this

program.

. Worked with system test engineers to define/document the system test

process.

IBM

1977 - 1995

Lab Technician, Senior Staff Assistant, Technical Writer

. Developed/updated new and existing Main frame and RS 6000 product

documentation and product replacement procedure documentation for

field personnel.

. Devised and implemented an automated process for updating error

messages documentation.

. Worked with functional area personnel to ready the area for ISO 9000

certification; conducted internal audits; ISO Internal Auditor

certified.

. Developed yearly strategic plans for capital dollars, budget dollars,

manpower, and facilities; and tracked expenditures to the plan;

assisted in running the corporate suggestion plan; assisted with HR

functions.

. Worked with engineering to perform chemical analyses to predict

product behavior.

. Performed CVD (chemical vapor deposition), hot oxidation, and

photolithography experiments for future products.[pic]

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