Customer Service Analyst

Ellen Buck Anderson

**********@*****.*** 210-***-****

SUMMARY

I am a business professional with a BA in English (concentration in

Communications), technical writing, editing, quality assurance, process

reengineering/process improvement and project coordination experience. Six

Sigma Green Belt Certified and adept at working with cross-functional and

matrixed teams across multiple business components. I work quickly and

accurately, even with ever-changing timelines and priorities. I have

excellent communication skills and am not afraid to seek out answers. I

enjoy what I do.

SKILLS

Word, Excel, Visio, PowerPoint, Six Sigma Green Belt, Customer Service,

Business Process Analysis, meeting facilitation, business writing,

technical writing, training materials, process, procedure, and workflow

documentation, assembly and disassembly instructions, user manuals,

government technical documentation (software and hardware), Lotus Notes,

Outlook, Internet savvy, wordsmith, content (creation and editing for

consistency, clarity and accuracy), experienced with interviewing all

manner of subject matter experts.

Knowledge of and/or Training in: MS Publisher, MS Access, Console One,

ITIL, 8-D methods, minor editing of html pages, Sarbanes-Oxley

Documentation, AutoCAD lite, StarTeam, Project, CMMi, Cognos, Photoshop,

Adobe Acrobat, SharePoint, FrameMaker, Sound Forge7.0, SnagIt and BMC

Remedy.

EMPLOYMENT HISTORY

2/2008 - 12/31/2009 Business Process Analyst/Technical Writer/Information

Security Analyst Teksystems at Capital Group (Contract)

. Business Process Analyst/Technical Writer -

Analyzed current processes and procedures to create documentation, housed

in Sharepoint. Created workflows in Visio for the Information Security

Department, used for training, process modification and audits. (SMEs

included off-site in US and international time zones.)

.Information Security Analyst/IS Task Master

Monitored and analyzed incoming requests to assigned line of business for

proper verbiage and required details.

Verified that requests and any included documentation were clear and

adhered to standards set by Information Security for audit ability.

Worked queue while verifying audit traceability, procedure compliance as

well as the accurate and timely procurement of access (including

escalations), while providing exceptional customer service.

10/2007-12/2007 Technical Writer - Futurex

.Analyzed, created, edited and reformatted software technical documentation

(User Guides and Quick Start Guides - accomplished by gathering information

from engineers and usage of actual programs.

2/2007-10/2007 Technical Writer - Crosby at USAA (Employee Development)

(Contract)

.Analyzed, edited and wrote for multiple projects and designers

simultaneously (Instructor lead, computer based and self paced training

courses and materials). (Banking, Investments, Insurance, etc)

.QA for consistency, standards and guidelines adherence as well as AP style

guide suggestions.

.Rapid priority changes and tight deadlines SOP.

6/2006-2/2007 Technical Writer/Analyst- Teksystems at World Savings and

Loan (Contract)

.Analyzed current processes and procedures to create documentation, with

workflows in Visio for the Information Systems Department to both

facilitate future changes and coordinate with Sarbanes-Oxley Documentation.

3/2006-4/2006 Technical Writer - Robert Half Technology at NDU Systems

(Contract)

.Created two User Manuals (process/procedure based) for Client Help Desk

website used by Client's customers and technicians.

11/2005-1/2006 Technical Writer/Analyst- Technology Recruiting Solutions at

Blue Current (Contract)

.Analyzed current information. Formatted and edited documentation, web

content (editing, creating and revising)

7/2005-11/2005 Technical Writer/Analyst - Spherion at USAA (Contract)

.Utilized ITIL framework and Six Sigma methodology to document business

processes and procedures (as-is and to-be) for the Information Technology

Service Management groups.

.Analyzed for redundancies and non-value-added steps and made suggestions

for mitigation.

.Conducted interviews with involved individuals (SMEs) and groups for

detailed process information

10/2004 -6/2005 Technical Editor - Galaxy Scientific Corp. at USAA -

Learning Systems

.Edited storyboards/scripts for projects developing computer-based customer

service training - Lead editor for the Member Service Associate program

.Created and maintained processes, schedules and developed style guides for

each program

.Reviewed and tested the final e-learning product for usability

11/2002-10/2004 Senior Analyst, System Design - Harcourt Assessment

.Created, edited, reviewed and distributed Scoring System and Report

specifications for Catalog Products, integrating computer-based and

traditional paper/pencil standardized assessments

.Tracked the status of all attachments, ancillaries and responsible for the

tracking and archiving of unit documents

.Developed and/or presented training for departments across the business

systems for programs and processes

.Utilized Six Sigma methodologies to define and document testing workflow

processes and procedures

5/2000-11/2002 Engineering Data Management Technician 3 - TRW - S&IT Group

.Obtained DoD Secret Clearance and Received Green Belt Certification

.Created, integrated, edited and reviewed technical documentation -

accomplished by interviewing on and off site electrical, mechanical and

software engineers, end-users for military aircraft test equipment, AutoCAD

drawings and other specifications

.Created spreadsheet and database tools to track and coordinate timely

deliverable submittals. .Participated in proposal coordination and

submittal efforts.

3/2000-5/2000 Crude Oil Tax Accounting - Select Staff at Ultramar

(Contract)

.Created and compiled detailed report of state-by-state crude oil lease tax

accounting information with accurate backup documentation to facilitate

refunds.

11/1999-3/2000 Accounts Receivable/Banking Collections - Aerotek at Clarke

American Checks, Inc (Contract)

.Provided sales support, weekly report distribution, customer service and

collections in the Business-to-Business area's Banking Division providing

the necessary backup documentation.

7/1998-10/1999 Financial Analyst/Communications Specialist/ Coordinator -

Aerotek at USAA (Contract)

.Participated in the revision and construction of the Master Lease

Agreements and Technical Vendor Agreements by providing documentation and

research support, attending meetings and assisting with detailed briefings

for management in MS Word, Excel and PowerPoint

.Editor of the weekly newsletter for IT Customer Service, created database

to track training and equipment and contributed to the Y2K Contingency

Plans documentation

.Coordinated the scheduling of teams to complete the Y2K patching of all

desktops and laptops at USAA before deadline, collected customer

satisfaction information and resolved issues.

EDUCATIONAL BACKGROUND:

1994 George Leonard School of Real Estate, San Antonio, Texas - License

awarded - July 1994

1993 University of Texas at San Antonio - Bachelor of Arts Degree in

English (concentration in Communications)

1988 CBM-Electronics Division, San Antonio, Texas - Diploma awarded in

Basic Electronics

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