EDUCATION:

. B.S., Computer Science, Morris Brown College, 1996

QUALIFICATIONS:

. Technical Writer, Business Analyst, Network/Systems Administrator,

Management

. Health Care, Telecommunications, Information Technology.

. Strong Analytical and Organizational skills.

. Excellent editorial/ writing and communication skills.

. Detail-oriented and self-starter.

TECHNICAL SKILLS:

. BOSS, CRM/Siebel, Oracle/ SQL Databases

. SharePoint 2007 & 2010

. Content Management Systems (CMS)

. Web Development: Expert in HTML, XHTML,UML, XML, PL/SQL, Java,.NET,

.ASP, UNIX shell scripting.

. Authoring Tools: Microsoft- (Word, Excel, PowerPoint), Adobe Acrobat,

Visio

RoboHelp, Framemaker, Data Structures, Data Dictionary, SnagIt, Flash,

Capitvate, Dreamweaver, FrontPage, InDesign, SharePoint, AuthorIT,

Information Mapping, Requirement Writing.

. Software: Microsoft Outlook, Word, Excel.

EXPERIENCE:

Kaiser Permanente

July 2010- Present

Atlanta, GA

EPIC Technical Writer

. Trained Managers and Project Managers and Directors, and EPIC Analyst

Coordinators on SharePoint.

. Created all work task for workflows of EPIC Analyst Coordinators in

SharePoint for EPIC System.

. Documented work flow processes and procedures on EPIC systems;

Ambulatory, Beacon, Cadence, Tapestry, Prelude, Resolute, Radiant, and

Willow.

. Work as single point Technical Writer for KPHC and RAD team, Beacon

Project, and Eastern Helpdesk, and Specialty Internalization Process

Project.

. Conducted several meetings with SMEs, Analyst, Doctors, Pharmacist,

and Nurses.

. Created a document repository for KPHC.

. Created user manual for Kaiser employees for MOSS SharePoint

. Writing all workflow process for Medical Doctor's, Nurses, and

Pharmacist, for Beacon Project with Oncology.

Hewlett-Packard (HP) August 2009- July 2010

Atlanta, GA

Technical Writer/ Web

Developer/ Business Analyst

. Created documentation for the

software implementation.

. Coordinated data migration

activities with Subject Matter

Experts.

. Generated Change request

efficiently.

. Designed and implemented the web

portal web site, and maintain it,

with HTML.

. Followed production and met

deadlines.

. Performed UAT testing.

. Coordinated data migration. From ACS

to HP GAMMIS.(GA Department of

Community Health)

. Documented and prepared

requirements.

. Updated documentation for database.

. Data migration activities.

. Uploaded documents to Content

Management System(Documentum)

. Handle all writing for publications.

(Provider Relations Field Services

Publications Coordinator)

. Editor for all Documents(forms,

reports, newsletters, banners, user

guides)

. Published documents to Sharepoint.

. Edit, create, and maintain Technical documents including Visio

diagrams to demonstrate work flow process.

McKesson Pharmacy Systems March 2008- April 2009

Atlanta, GA Technical Writer & Web Developer

. Performed database administration

and design.

. Validated the completeness and

accuracy of converted data.

. Documented migration of pharmacy

systems. (ParmacyRx and RelayHealth)

. Posted all release notes, FAQ's, created and updated four different

user guides. Updated CBT's; Adobe Connect; using Flash and Captivate

and Web Based development.

. Held meetings with internal clients to gather requirements for

software needs.

. Used MS-Project for all needs of requirements and Instructor Lead

Developer

. Edited and uploaded files for the Learning Management System for

global access; Used Adobe Presenter to provide instructional guides

and test.

. Collected, organized, and translated documentation for PharmacyRx

application.

. Used Adobe Acrobat, and Visio for flow process.

. Used current Style guides and Cascading Style Sheets.

. Managed all pages and documents for the web site

. Maintained documentation for software application, PharmacyRx used

within over 700 Pharmacies.

. Worked with a range of IT team

members consisting of programmers

and QA staff members, Team Leaders

of Level one, and Level two support,

Sales, and training specialist.

. Generated all technical writing for

user guides, and Learning Management

System.

. Upload content for Content

Management System.(CMS)

. Maintained on-line help for pharmacy

system.

. Perform editorial and writing for

system database.

. Maintain company intranet, used

Dreamweaver and HTML.

. Used daily communications with

Microsoft Outlook.

. Generated reports with Microsoft

Excel.

Kool Smiles October 2006-August 2007

Atlanta, GA Technical Writer & Business Analyst

. Analyzed data and management data

conversion.

. Developed documentation for a new

intranet.

. Converted documents to hypertext

markup language (HTML).

. Documented integrated systems into

one database Boomerang robust

management and monitoring.

. Created reports using Microsoft

Excel.

. Developed all writing and content

using Microsoft Word.

. Uploaded material to a Content

Management System. (CMS)

. Served as the editor for all content

across Technical Operations, Product

design, and Development and

Maintenance.

. Daily communication via Microsoft

Outlook.

. Trained the Trainers on Boomerang.

Cox Communications July 2006-October 2006

Atlanta, GA Technical Writer & Web Developer

. Developed tables, reports and

programs on short notice, for data

migration.

. Data integrity tests conducted to ensure accuracy of information.

. Ensures on-time deliveries and

accurate data gathering as well as

applications monitoring.

. Performed migration of data from one

application to another all Regions

in then United States.

. Used Content Management System

(SharePoint). (CMS)

. Writing/Authoring tools used: HTML,

RoboHelp and Capitvate for online

documentation.

. Created Technical documents:

Policies, Procedures, Processes and

Guidelines using Microsoft Word.

. Ensured all writing of content was

correct in database system.

BellSouth/ (AT&T) December 2005-July 2006

Atlanta, GA

Business Analyst & Technical

Writer

. Created and extracted reports from

existing database.

. Documented and prepared project

requirements using Microsoft Word.

. Created documentation process for

CONS & BIZ accounts used; for all

servers, Siebel, Oracle Database,

SQL Databases and UNIX, using

Microsoft Excel.

. Daily communications via Microsoft

Outlook.

Intercontinental Hotels Group September 2005-December 2005

Atlanta, GA Database Administrator & Technical Writer

. Project included 1500 Severs, UXIX & SQL platform to be updated

worldwide.

. Performed migration of data from one

application to another.

. Managed data conversion activity.

. Used extract reports to transform

data into required upload format.

. Validated completeness and accuracy

of converted data.

. Developed tables, reports and

programs on short notice, for data

migration.

. Created documentation for UNIX & SQL Databases, using Microsoft Excel.

BellSouth (AT&T) December 2003-September 2005

Columbia, SC Bellsouth DSL Help Desk Supervisor & Technical Writer

. Employee Management: Recruit, Managed, developed and retained call

center employees.

. Work BellSouth/AT&T Managers and SME's as needed with BOSS online

knowledgebase system.

. Developed technical content for DSL (Digital Subscriber Line) uploaded

into the BOSS system. Gave training on the BOSS system.

. Partnered with other Business Managers and cross functional points of

contact to identify potential process improvements.

. Used Microsoft Word and Excel to create Technical documents and

Policies documents.

. Conducted training for new hires, troubleshooting technical calls for

customers accounts. Business, Consumers, Activations, Presidential,

etc.

. Used Microsoft Outlook for communications.

Electronic Data Systems (EDS) June 1998- December 2003

Atlanta, GA Systems

Administrator

. Performed daily System Administrator activities within an Enterprise

environment.

. Worked in different environments, Windows NT Server Administration,

Light Novell Administration, and UNIX Platform support with provided

Windows NT Terminal server. Rotated an On-call Pager for Desktop and

Server related issues. Also, Delegated Responsibilities to team.

. Used Microsoft Word for communications.

. Used Microsoft Excel to create spreadsheets for reports and such.

. Used FrontPage and HTML for the creation of Intranet Website. Also

maintain it.

TSI, Inc., February 1998-May 1998

Roswell, GA Network Administrator

. Project Management -Installations of company software, DOS based and

Windows based programs on Monorail PCs, Toshiba's, IBM Thinkpads, AT&T

Globalyst, Hitachi, AMS TECH laptops, and others.

. Installed hard drives, RAM, LAN network cards, PCMCIA modem/fax cards,

on both laptops and PCs.

. Handled all add/move changes to employee's computers. Installed

Windows 95, Ms-Office 95 & 97, I.E. 4.0, and many others programs.

. Setup new employees with e-mail accounts, (Outlook Express) and

Network connections

. Assigned IP Addresses, patched connections on Ethernet switchboard,

worked with hubs and routers.

. Handled communications repair, and ordering of new equipment, and

lines. Managed shipping and handling of PCs and laptops.

. Performed test on software and hardware on computers. (POS)

. Also provided third level support for help desk.

Vanstar Corporation, Roswell, GA January 1998-March 1998

Roswell, GA Tier 1&2 Help Desk Specialist

. Single point of contact for 12 different accounts nationwide.

. Provided 100 % phone support in a networked, multi-user Windows 95/ MS-

Office environment.

. Supported Windows 95/NT and various software application packages, and

e-mail packages.

. Responsible for answering technical inquires and problems from

customers regarding company products and services on the telephone.

. Analyzed problems and recommended solutions for corrective action.

. Provided technical support and training to less experience help desk

personnel.

. Resolved complex multi-user application problems.

. Resolved complex networking and communications problems.

G.E. Capital November 1997-January 1998

Alpharetta, GA PC Help Desk Analyst

. 100% Phone Support-

. Single point of contact for support of internal and external users

within the USA and Canada, and several other countries.

. Responsibilities included taking request for new users, security

issues, telephone request, and moves. Resolved issues for passwords

resets for IBM mainframes, IDMS, TSO, CICS, ACF2, LAN/WAN servers, and

printing problems.

. Also resolving issues with Access Database problems for mainframe and

desktop (LAN/WAN). Handled mainframe printer resets, mainframe print

jobs, and VTAM terminal resets.

. Updated status on existing problems, or request tickets.

. Request to recycle a test region.

. Handled slow response calls, SNA connectivity, and ropes transfers.

. Assisted customers with all software applications, such as Lotus

Notes, Ms-Office, and cc: Mail.

Georgia Department of Medical Assistance August 1997-November 1997

Atlanta, GA PC Help Desk Analyst

. Supported 300 internal users of the government.

. Supported Microsoft Office (MS-Word, MS-Excel, MS- PowerPoint, MS-

Access)

. Supported HP LaserJet 3 and 4 printers, and HP Color Laserjet through

JetAdmin Utilities.

. Reset network connections for printer. Supported EDSNET and GONET

helped users to get an active session if they picked up a bad session

from the network.

. Helped users restore connections to Network, by mapping the drives.

. Supported Eudora Light, helped users to correct & setup their E-mail

addresses.

. Supported MS- Mail, gave users personal training on "How to" questions

about mail, and many other software applications that was on the

network, created documentation in support of training.

. Created a Library and maintained it. (Catapult Training Manuals).

. Organized and maintained & regulated all training for Catapult

training classes.

. Provided phone support and desk side support.

. Delegated responsibilities to other team members.(Supervisory Role)The

environment consists of Novell and Windows NT 3.51 Servers, the

majority of the users were using Windows NT workstation 3.51 some 4.0,

was in the process of switching everyone to Windows NT 4.0.

G.E.Capital January 1997-August 1997

Norcross, GA PC Help Desk Analyst

. Provided Technical support for NEC Ready series computers. Provided

100% Phone Support for United States & Canada.

. Assisted customers with software and hardware problems with their

computers. Handled problems with DOS, Windows3.1, Windows 95,

Netscape, all ISP, TCP/IP, modems, CD-ROMS, Memory, Configuration

settings.

. Also helped in reinstalling software, and aided in the process of

adding additional memory. Promoted to the Borland account.

. Created documentation for Knowledgebase system, using RoboHelp.

. Used HTML in support of helping developers create their web sites.

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