Project Manager Customer Service

Location:

Pflugerville, TX, 78660

Posted:

June 24, 2011

Contact this candidate

Resume:

Regina Thomas

***** ****** ****** **.

Pflugerville, Texas 78660

*********@*******.***

404-***-**** (cell)

Summary of Experience: 20+ years working experience in IT serving as

Business Analyst, Technical Writer, QA Analyst, Trainer and sometimes

performing the task of Project Manager for software development,

network monitoring and administration, and system/application

maintenance.

As a Business and QA Analyst I interview SMEs and facilitate JADS write

business requirements and functional specifications for technical

applications and end-user software applications. I develop Use Cases

and use case diagrams, perform UAT and maintain Error Logs; develop UML

models and data and workflow diagrams using Visio; create Use Cases for

UAT testing.

As a Sr. Technical Writer, I develop, test and edit end user processes,

procedures, policies for software applications and products. I convert

MS Word and FrameMaker docs to help files and create training

curriculum, which includes hardcopy & online. Other types of documents

that I have developed include marketing campaigns, RFPs, proposals,

Security Guides (for SOX compliance), System Reference Guides, and

Operations Guides.

Solid working knowledge of all aspects of software development life

cycle (SDLC) for Enterprise Resource Planning (ERP), eCommerce,

Telecommunications (cable, VoIP, video), education, health, financial

services (mortgage banking and insurance), manufacturing (semi-

conductor), Dot com, Association management systems, student loan,

human resource, manufacturing, state government (Texas & Georgia), Call

Center CRMs and airline reservation CRM systems.

Platforms and Development Environments worked in:

Mainframe (COBOL, MVS, CICS), .NET (web-based applications), Client-

Server, Dot com, Enterprise Databases, Cross-platforms, C#, JAVA, and

LINX (EBox), Cisco (VoIP)

Software Skills:

FrameMaker AuthorIT Database Skills and

MacroMediaTools Instant Intranet Builder Training: Standard SQL,

(DreamWeaver, Freehand, (IBB) Database Structure and

Flash, Captive and SharePoint Theory, Introduction to

Authorware) RoboHelp (Administrator) SASQMF, Navigator, DB2,

(Classic, HTML,& DreamWeaver MS Access, Oracle,

SoftCam) MS FrontPage UNIX, LINX, Windows XP,

MS Office 2007/2010 Ektron CMS400.NET Windows 2000 (Citrix

Suite (Word, Access, Network), CISCO,

PowerPoint, Publisher, JIRA Taradata Report Writing

Excel, InfoPath) Trackit-IT Tools: Crystal Reports,

PageMaker Joint Application Brio

Adobe Acrobat 7.X Development (JAD)

Professional Information Mapping Lotus Notes

PhotoShop Methodology OutLook

Visio 2003 Yourdon

RAD / RUP Brio - testing tool

PaintShop Pro Agile Scrum Test Director

Camtasia

PaintShop Pro (capture iRise Records Management

and animation) MindMaster OnBase

Captivia Kofax

Snag It Lotus Notes

HTML write/read, C# OutLook ERP (Ariba & Emptoris)

(read only)

XML (XSLT) & CSS, PHP Brio - testing tool

(read only) Test Director

Work History

Assurant Special Property's - Duluth, GA

March, 2011 - June, 2011

Project Objective: Migration from Avaya to Cisco VoIP for Chase and

Citi Bank Call Center Specialist

. Meet with business sponsor and stakeholders to review existing

requirements and update accordingly

. Coordinate and participate in UAT

. Complete Service Request and/or Work Request for identified issues in

testing and submit to IT

. After initial migration, provide hardware and software support to

Call Center Specialist

Delta - Atlanta, GA

August, 2010 - March, 2011 - Contract Sr. Technical Writer

Project Objective: Phase 1 - Rewrite of existing Airline Reservation

System with a new GUI

. Interviewing Reservation Agents to collect and create workflows of

'as is' processes/procedures using iRise..

. Define required documentation for all phases of the project and

manage all information.

. Working with UX (user experience) team in identifying 'look & feel'

of new reservation GUI.

Comcast, Inc - Chamblee, GA

May, 2009 - August, 2010 - Sr. Business Analyst / Sr. Technical Writer

. Perform duties of Project Manager, Business Analyst, QA Analyst,

Technical Writer and Trainer for Comcast Southern Division network

operating center (OSS/LMC) projects. This position requiree heavy

multi-tasking and the ability to refocus on a different project on

short notice.

. Develop project schedules, coordinate and lead requirements gathering

and design meetings.

. Interview and work with upper-level management (internal Engineers

and third-party vendors) to gather business requirements and

functional specifications for new or enhanced applications.

. Facilitate JAD sessions with Managers and third party vendors for

system enhancements and bug fixes.

. Develop Use Cases and coordinate end user UAT testing for multi-use

telecommunications tracking systems. Implemented industry standards

for testing, as this was the companies first time performing formal

testing.

. Write User and System Administrator Guide for new and existing

network and cable hardware tracking systems and software applications.

. Create interactive PowerPoint training presentation and perform

Instructor-led training for upper-management, field personnel and

LMC/dispatch personnel. Presentations included .AVI Show-Me files for

more detailed process and procedures using Captivate and SCROM

(sharable content objects)

. Schedule and provide training for multiple geographical regions with

multiple user levels for different versions of the same application.

Recently trained Comcast University Trainers and was asked to perform

Watchtower 2.0 training in HFC Sessions (3).

. Converted Guides to web-based help files using RoboHelp.

. Managed content for network operating center intranet.

. Learned apps quickly and completed deliverable by designated

deadline.

SunTrust Bank, Inc. - Atlanta, GA

Jan, 2009 to May, 2009 - Contract Sr. Technical Writer/Business

Analyst, Communication Specialist

Project Objective: Implement Ariba ERP

. Develop business requirements for new ERP system (Ariba) used for

improved spend management for Supply Chain Operations.

. Participated in the UAT for at least four of the six modules

(furniture, IT procurement, contract management and accounting

interface).

. Write Ariba ERP end-user procedures using FrameMaker 7.x. Developed

standard template and CSS for company use on all user docs; trained

and supervised two other writers with limited experience.

. Develop and distribute mass communication and surveys as they relate

to the project.

AT&T - Atlanta, GA

December, 2007 - December 2008 Business Analyst (IT Sales Operations)

- Contract Consultant

. Develop requirements for process and operational improvement from PMO

(present mode of operation) to FMO (future mode of operation) of

legacy BellSouth pricing, sales order and contracting applications

that interface with AT&T eCRM (UI) for telecommunication products, MIS

(Managed Internet Services) and Voice Over IP (VoIP), which includes

ERP (Emptoris).

. Documented 'as is' procedures for ERP (Emportis) for Sales Order

Processing, Contracting, Pricing and Billing and publishing

information in JRD (joint requirements document).

. Hosted meetings with Business Process (pre-sales, sales, post-sales

and service delivery) to gather JRD (joint requirements document),

which includes identifying required and minimum data sets.

. Perform Use Case Analysis and create Use Case Diagrams for system

interfaces such as Siebal

. Attend data analysis sessions to ensure efficiency and effective

internal controls (business rules) using Visio (UML Modeling).

. Perform data analysis and develop Use Case diagrams and data models

for working sessions with data architects in data mapping sessions.

. Coordinate and lead design and technical review technical review

process with assigned departments and functional areas to understand

an clarify processes to generate Use cases (working scenarios)

. Ensure technical and business issues are identified, tracked,

reported on and resolved in a timely manner

. Liaison between the business process units, technology teams and

cross-functional teams

. Work with the cross-functional team to ensure effective change

management.

. Develop working scenarios (use cases) from which test cases are

derived

. Create Wire Frames for UML diagrams

. Provide base lined requirements to Training department for the

development of job aids and user procedures. - primary audience was

customer service and sales personnel

Note: My team and business process users were literally all over the

world. We used MS LiveMeeting, email, instant messaging and phones to

communicate. I have never met anyone face-to-face, therefore the

ability to 'clearly' communicate verbally and in writing was essential.

Moxie Interactive - Atlanta, GA

June, 2007 - November, 2007 Sr. Technical Writer/Business Analyst -

Contract Consultant

. Document Information Security (logical and physical) policy,

procedures (FISMA, NIST, ISO-17799 and PCI) and guidelines in

preparation for SOX audit. Interview System Administrator, Project

Manager, and other Corporate Management to obtain necessary process,

procedures and guidelines.

. Developed training curriculum and performed instructor-led training

for project tracking system (JIRA).

. Provided leadership to Jr. Business Analyst in writing business

requirements, creating work/data flow diagrams using Visio. Introduced

standard Business Analyst requirements form for new projects and

product 'fix' request from customers

. Defined scope definition and project plan for Disaster

Recovery/Business Continuity

. Worked with IT Infrastructure to develop Risk Management system and

understand the need and process

RaceTrac - Atlanta, GA

May, 2007 (short independent contract) - Sr. Technical Writer -

Instructional Designer

Create job aids for store associates and document application

procedures for store managers.

Opteum Financial Services, LLC - Atlanta, GA

October 2003 - April 2007 Business Analyst / Technical Writer

Business Analyst

. Interviewed business sponsors and stake holders to gather and publish

business requirements

. Coordinated and facilitated Joint Application Design (JAD) sessions

. Lead BA for requirements gathering and testing on the following major

projects (end-to-end):

. Implementation of a major IVR (Interactive Voice Response) system for

the Servicing department, which entailed mapping data flow and call

flow diagrams, developing training docs and performing instructor-led

training for the customer service department - this effort resulted in

a 40% ROI.

. Implementation of a fully integrated enterprise-level document

management system using Kofax for document capture (OCR), indexing and

validation and OnBase for forms development and automated workflows.

This project entailed first learning the systems, developing

workflows, re-design of outdated forms, re-engineering (process

improvement) for all departments.

. Designed information models; identify all required information fields

and develop methods for systematically capturing and storing that

information in system tables and models; and establish and maintain

record management standards for the business function

. Understand and read scripts in the areas of application programming

(.Net, C#, Java scripting & XML),

. Performed Project Manager responsibilities on smaller projects using

MS Project

. Developed data and work flow diagrams using Visio; Mapped current

business processes to provide a foundation for defining business

activities; use business process maps to develop procedures, models,

and operational processes.

. Wrote test cases and perform User Acceptance Testing (UAT) using Test

Director.

. Provide training and orientation for department staff in the use of

system models to extract data.

Sr. Technical Writer:

. Develop application user manuals and help files using RoboHelp 5X

including policies and procedures

. Generate software Release Notes

. Develop IT Operation's Guide which included Development, IT

Infrastructure, Security, Project Management, QA and Change Management

. Copyedit various company documents

. Edit Web site content and publish new and updated information using

Instant Intranet Builder (IIB)

. Participate in developing security procedures and disaster recovery

guidelines for mortgage/financial systems

. Create and implement company Style Guide for all documents and web

content

. Train end-users on new applications

. Develop and maintain SOX documentation, which includes System

Security policies/procedures/guidelines

. Develop the departments (IT) Style Guide and templates

. Interview subject matter experts

Accomplishments:

Documented requirements for SharePoint 2007 implementation which

included template design (standard page layouts and workflows).

Assisted in implementation of CRM (Customer Resource Management)

system.

Georgia Technology Authority - Atlanta, GA

January 2002 to October 2003 Sr. Technical Writer - Contract

Consultant

. Documented Network operating procedures for backup, recovery,

installation and disaster recovery

. Wrote business specifications/requirements for new or enhancement

projects

. Set-up and monitored the Project Manager, BA and System

documentation SharePoint dashboards

Georgia Department of Motor Vehicle and Safety

December 2001 January 2002 Proposal Writer/Sr. Technical Writer -

Contract Consultant

. Wrote the contract request for proposal (RFP) for upgrade

(hardware and software) for Georgia's Digitized Licensing System -

this was approximately a 6 million dollar contract. The project

entailed extensive research of Biometrics; state-of-the-art

software/hardware for capturing and producing secured

identification, and National security standards

. Coordinated and lead meetings with all the stakeholders (all

levels of management) to collect and document requirements and to

resolve outstanding issues and decisions

BellSouth - MKIS Department (Marketing Information Systems) - Atlanta,

May 2001, to December 2001 Sr. Technical Writer/Marketing - Contract

Consultant

. Work with Project Managers in establishing ITEP standards and

standard approach to Project Management and application documentation

. Lead Technical Writer for project to define and implement a data

stewardship function for the corporations' data warehouse

. Developed a Data Stewardship Reference Guide using Word and PaintShop

Pro

. Designed data flow diagram (DFD) for each project phase using Visio

. Developed online training course for existing and potential Data

Stewards (web based)

. Developing a marketing presentation to introduce the data stewardship

function to the rest of the corporation

London Bridge Group (Financial Services) - Atlanta, GA

November, 2000 to May 2001 Sr. Technical Writer - Contract Consultant

. Prepared and presented single-source concept for user docs and

training material for upper management using PowerPoint and Robohelp

Softcam

. Enhanced standard template and implemented use for Release Notes,

ReadMe files, Product Alerts, Technical Reference material, and user

documentation

. Generated Help files using Robohelp for EAF (Enterprise Application

Framework) features from product specification only

. Generated single source document (reference and user guides) reusing

HTML and Word files

. Developed a system installation guide for the Diamond Project (new

EAF platform)

. Consulted with other departments on how to redesign and enhance their

docs for better reusability and readability

. Generated a System Administration guide using FrameMaker 6 0 and

updated other existing docs using the same

. Applied Information Mapping methodology in developing help files and