Project Manager Customer Service

A significant portion of my career as a Technical Writer and Business

Analyst has involved documenting the functional requirements and business

rules used in the design and deployment of UNIX-based OLTP systems and

financial reporting software used primarily in the intelligent

transportation and electronic toll collection industries. On that palette

I also blend a solid background of IT project management, desktop

publishing, training and test planning experience.

During the past decade I've documented design specifications of

distributed, web-based applications developed during the re-hosting of the

New Jersey Turnpike's toll revenue accounting system. Subsequently, I've

managed the publication of RFPs for numerous Federal Highway Authority

projects involving technology upgrades and infrastructure improvements.

More recently, I've researched and published complex system administration

manuals for programs under the aegis of the Federal Aviation

Administration's Civilian Air Traffic Control modernization programs.

I am interested in exploring the opportunity of joining your organization

as a Technical Writer or Business / Operations Analyst. The enclosed resume

will provide you with specific information concerning my professional

background and areas of expertise. I am, however, always interested in

expanding my capabilities in a position that will afford the potential for

career growth.

I believe that I can offer a level of professionalism, talent, creativity

and commitment that will be of significant benefit to your organization.

Should my qualifications be of interest to you, I would welcome the

opportunity of a meeting to discuss your needs and how I can complement

them.

Thank you very much for your time and consideration. I look forward to our

future discussions.

Sincerely,

S. W. Sanderson

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

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

Ph. 856-***-****

Fax 856-***-****

Cell 609-***-****

Enclosure

OBJECTIVE

Secure a long-term position in well-managed, challenging IT environment

where superlative skills, creativity, humor, and a personal commitment to

professional excellence are both valued and rewarded.

QUALIFICATIONS AND SKILLS SUMMARY

As a technical writer, editor and operations analyst, I thrive on the

challenges of fast-paced, deadline-driven commercial development and

production environments. With extensive experience in software development

and systems integration projects, I offer the following summaries of my

background, skills and qualifications:

As an Operations and Business Analyst I've worked closely with Program

Managers, SMEs, developers and end-users to identify and thoroughly

document functional requirements and business rules during project planning

through to completion and hand-off. Responsible for managing publication

of system and software requirements specifications as well as all

subsequent design documents for complex system integration projects. Serve

as liaison between customers, stakeholders and development staff to ensure

conformance to specification and manage project scope.

My background as both a small business owner and an IT project manager

includes the negotiation and program oversight of multi-million dollar

system integration projects, the negotiation of maintenance contracts and

service level agreements, and the development and deployment of service

center softare. I utilize MS Project for task definition, scheduling,

project status tracking and reporting.

As a Test Manager and Software QA Analyst, I've developed test plans,

procedures and analysis reports used to validate compliance to

specification. Recent experience includes the acceptance testing of

numerous ETC and surveillance systems requiring end-to-end validation of

both data and revenue streams using customized financial applications and

the development of disaster recovery restoration procedures used in several

of the FAA's Air Traffic Control modernization programs.

As a Business Writer and Editor I have solid desktop publishing experience;

fully proficient with the MS Office suite, graphics/image editing programs,

process-mapping, CM and test tools (e.g., Visio, FlowCharter, Snagit,

Adobe's Creative Suite, RoboHelp 8.0, Rational Requisite Pro Web, Quality

Manager, ClearCase, ClearQuest), and HTML / XML editors (Dreamweaver,

Publisher, Front Page). Adept with Chicago, AP, Sun and MS Manuals of Style

and proficient with non-linear video editing and production applications

(on both PCs and Mac platforms using Premiere and Final Cut) and various

disk-based audio recording and editing programs.

ACADEMIC BACKGROUND

Rutgers University, Camden, NJ

Bachelor of Arts, English Literature

University of Pennsylvania, Philadelphia, PA

Graduate Studies, MLA Program, Technology and Society (ongoing)

Certifications: ITIL Foundations, Certified (March 2009)

SP-85 Confidential Clearance, Issued January 2009 ~

Present

Institute of Electrical and Electronic Engineers (IEEE),

Member 2005 ~

REFERENCES Professional and personal references provided on request.

PROFESSIONAL HISTORY

Hi Tec / Federal Aviation Administration (WJHTC), Egg Harbor Township, NJ

February 2010 ~ Present

Technical Writer / Analyst (Consultant)

. Assigned to the FAA's Remote Maintenance Systems Engineering Team to

manage the development, technical review and publication of detailed

System Administration procedures for a rehost project of the RMLS

remote maintenance program. The RMLS is a high-availability enterprise

system integrating Solaris/SPARC and HP Blade server resources

monitored by IBM's Tivoli Enterprise Portal and Storage Management

applications. The project uses Oracle 11g Enterprise Manager and Grid

Control to provide a single, replicated data repository among four

regional data centers and a DR site.

. Assigned to the Systems Engineering Team to document, manage and scrub

system software requirements for custom-developed applications

deployed in the NAS; presently assigned to evaluate cost vs. benefits

to adopt RequisitePro, ClearCase, ClearQuest, and Rational Quality

Manager tools with an aim of creating an integrated development

environment.

. Utilize FAA and NASDOC SharePoint sites and libraries to manage

technical updates and shared reviews of a variety of configuration-

managed project documentation; responsible for coordinating the

technical and editorial revisions to Interface Requirements Documents

and Maintenance Handbooks in accordance with governing FAA Orders,

Standards and formatting guidelines.

. Assigned to the Configuration Management - Process Improvement Team to

define, document and map internal business processes related to field-

service technical support and help desk operations; also, assist in

the conduct of QA and CM audits of software utilizing VSS and

Subversion prior to national release.

. Responsible for maintaining the RMLS Lab systems test schedules to

coordinate multiple test activities and manage contention for system

and personnel resources.

. Tasked to write Data Migration Plans, Transition Plans, Release Notes,

Contract Service Level Agreements, FAQs, and detailed Test Analysis

reports.

E-Transit / CTI, Conshohocken, PA May 2009 ~ March 2010)

Project Manager, Operations Analyst (Consultant)

. Served as Project Manager and technical point-of-contact during the

design, development, deployment and acceptance testing of a customized

electronic toll collection system for the Gasparilla Island Bridge

Authority (Placida, Florida). Project deployed redundant fiber and

TCP/IP data networks used for data and video transmission.

. Conducted detailed operational analyses with the Authority and

authored the Concept of Operations material for inclusion in the

system's functional requirements specification; responsible for the

delivery of a customized customer service center application that

integrated web-accessible billing and patron account management

features; ensured all contractually-defined requirements were tracked

through subsequent design phases, Factory Acceptance Testing and

formal acceptance testing.

. Authored database migration and operational transition plans, test

scripts used in the verification of patron account reconciliation and

oversaw the conduct of Commissioning Test efforts during end-to-end

system validation testing. Worked with the Bridge Authority's

auditors and administrative customer service center personnel to

ensure that all operational and fiscal reporting requirements were

addressed satisfactorily and in compliance with State regulations.

. Responsible for the oversight and management of various

subcontractors' work during roadway construction, electrical,

mechanical and fiber-optic installation and termination tasks;

designed and coordinated the industrial fabrication of stainless-

steel, machined hardware and supports used in the roadway environment

for RFID antennas, Patron Fare Displays, and electronic variable

message signage.

. Coordinated with RFID vendors to fabricate a customized transponder

"hang tags" for use exclusively with the Authority's patrons.

Computer Sciences Corporation, Egg Harbor Township, NJ December 2008 ~

September 2009

Senior Technical Writer, Operations Analyst (Consultant)

. Responsible for managing the development and publication of CDRL

documentation and on-line help procedures in support of the FAA's

Traffic Flow Management-Modernization Program's Help Desk call center

at the William Hughes Technical Center in Atlantic City, NJ.

. The TFM-M Help Desk utilizes an HP OpenView Operations-based system

management console used to monitor, troubleshoot, and resolve reported

technical problems and service disruptions to any of the hardware and

software within the secured NAS Traffic Flow Management System (TFMS)

infrastructure.

. Required to research and document comprehensive system diagnostic,

troubleshooting and administration procedures for National Airspace

System (NAS) legacy systems and assist in the preparation of training

materials for upcoming deployments.

HNTB Corporation Wayne, NJ June 2005 ~ December 2008

Senior Technical Writer / Operations Analyst

. Managed the editorial and publication processes of clients' RFP

advertisements related to Electronic Toll Collection (ETC) system

procurements, FHWA technology upgrades and infrastructure

improvements.

. Involved in the review and evaluation of technical proposals and

deliverable documentation; responsible for ensuring strict compliance

to functional and contractual specifications.

(HNTB) Consultant under contract to the New Jersey Turnpike Authority

(2005 ~ 2007)

. Coordinated and published technical analyses, design specifications

and phased migration planning presentations during the course of the

NJTA's two-year transition from a Client-Server to thin-client N-Tier

architecture of their toll revenue and accounting (Host Consolidation

Project / "HCP") system.

. Coordinated design meetings between auditors and developers to refine

UML diagrams used by J2EE programmers to reverse-engineer existing

applications and optimize performance of the new web-based financial

accounting software applications.

. Assembled and published technical analyses and product evaluations of

HP hardware and technical support options, Oracle 10g and WebSphere

development tools. Responsible for the creation and version control

of all system architectural diagrams; maintained various HCP-related

status meeting minutes, plans and technical reviews on the NJTA's

intranet.

Computer Sciences Corporation / Ajilon LLC, Egg Harbor Township, NJ July

2000 ~ February 2005

Senior Technical Writer

. Contracted by CSC's Technical Publications Department to research and

document comprehensive system administration procedures for the Center

Traffic Control Automation System (CTAS) - an integral component of

the FAA's National Airspace System (NAS) modernization programs. This

assignment required extensive collaboration with SMEs during the

preparation of complex theories of operation, system configuration

procedures and daily administrative checklists. Assigned to develop

test scripts, system recovery procedures and trouble-shooting guides

used to validate CTAS' compliance to functional specifications and

demonstrate system restoration and data recovery processes used during

Administrator and Operator training classes.

. Worked with the Change Control Board and Configuration Management

staff to assess all impacts of scheduled software releases on affected

technical documentation; responsible for managing all documentation

updates and revisions during the CMM-5 certification effort.

. Developed User's Guides and Technical Reference materials for web-

based applications (TM-Log) used to provide secure text-based

communications between ground controllers and the cockpit; developed

online application help files and coordinated with CBE/CBT developers

in the preparation of course guides and training materials

MFS TransTech / WorldCom, Mount Laurel, NJ March 1993 - July 2000

Senior Business Analyst, 1996 ~ July 2000

. Between 1996 and 2000 reporting to the Director of QA/QC, I was

actively involved in the development of system requirements

definitions and design specifications for numerous projects including

the $500 million Regional Consortium's E-ZPass electronic toll

collection (ETC) system in NY and NJ, CalTrans' ATCAS system, SR-91's

FasTrac, MassPike's Ted Williams Tunnel, Denver's E-470 Toll Beltway

Management System and several smaller projects in Canada and South

America. In this role, I worked closely with clients and our senior

engineers and was responsible for managing the publication of detailed

system and software design documents and shepherding these through the

formal review and revision process until final customer acceptance.

. Involved in the operational analysis and functional requirements

specification of Customer Service Center application software and web-

based patron account management applications for several domestic and

international projects.

Project Manager/Validation Test Director, January 1997 ~ July 2000

. Served as Project Manager for the Atlantic City Expressway's

validation testing and operational deployment of E-ZPass in November

1998. Continued through project completion in June of 2000. Oversaw

the Y2K testing and certification efforts for the SJTA's Atlantic City

Expressway ETC system.

. Throughout 1997 I served as the on-site Installation and Test Director

for two Canadian ETC projects (Highway 104's Cobequid Pass and the

Saint John Harbour Bridge) and a third deployment at the Santiago

International Airport in Chile. In this capacity I coordinated the

system integration, installation and final acceptance testing of these

small and innovative ETC and surveillance systems.

Technical Writer, Trainer, March 1993 ~ January 1997

. Hired to develop user's guides and administration manuals for toll

revenue and accounting systems provided under contract to the Florida

Department of Transportation and the MTA / Triborough Bridge and

Tunnel Authority in NYC. Developed curriculums, course materials and

conducted training in the use of customized toll revenue auditing and

surveillance applications for these agencies and several others during

my time at MFS.

. By 1995 I was increasingly involved in the documentation of functional

requirements specifications and the definition of business rules/logic

for numerous agencies' personnel management, toll audit and revenue

reporting applications.

. Founded and directed the growth of the company's Technical

Publications Department during a period of rapid expansion; between

1995 and 1997 I was responsible for the recruitment and staffing of

technical writers, RoboHelp authors, production editors, word

processing and administrative assistants.

Faulkner Information Services, Pennsauken, NJ 1990 ~ 1993

Technical Writer/Associate Editor, Analyst

. Authored and edited technical product reports of high-end hardware

platform vendors (Cray, Unisys, nCube, etc.,) for "Data World" an

annual subscription publication that provided analysis of industry

trends and technology developments.

. Negotiated and managed freelance submissions for Data World's high-end

and mid-range systems from a variety of technology authors and

contributing editors.

Boeing Helicopters / McGraw Hill Information Services Group 1993 ~ 2000

Consultant / Freelance Writer, Editor

. Retained as a freelance editorial consultant during the development of

a variety of aircraft design and fiber optic flight control systems

used in the V-22 "Osprey" VTOL and Commanche attack helicopter

programs. This work focused initially on supporting Boeing

Helicopter's proposal responses to the DoD and subsequently

encompassed work on the submission of detailed aircraft variant design

documentation.

. During this period I was also a frequent contributor to McGraw Hill's

Information Services Group ("DataPro") where I authored or edited

technical reports for a variety of their monthly periodicals.

Stellar Technology Corporation, Camden NJ 1986 ~ 1990

Technical Editor / Proofreader

. Developed Technical Manuals and Repair Standards for a naval

engineering firm that specialized in the overhaul and calibration of

periscopes and advanced optics systems on the USN submarine fleet.

Edited and proofed engineering document submittals in support of the

overhaul and refurbishment of the USS Independence (CV-62) and the USS

Kitty Hawk (CV-63) at the Philadelphia Naval Shipyard.

. Oversaw Stellar's extensive Technical Reference Library and was

responsible for managing the updates and publication of official Naval

Technical Repair Standards (TRSs) for numerous shipboard systems and

weapons platforms. Also responsible for writing, editing and

publishing the company's biweekly newsletter.

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