Project Customer Service
Resume:
Diana Hoober
Email: abo5p5@r.postjobfree.com
Address: ***** *. *. **** **. Unit 165
City: Redmond
State: WA
Zip: 98052
Country: USA
Phone: 206-***-****
Skill Level: Experienced
Salary Range: 78
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Diana L. Hoober
Redmond, Washington 98052
Cell w/vm: 206-***-**** abo5p5@r.postjobfree.com
www.linkedin.com/in/dianahoober
Summary
Technical Writer/Project Coordinator: Leads development of standards based documentation as well as creation or analysis of associated processes and performance objectives as needed in a variety of business settings including software development, nuclear engineering, healthcare, and structural steel construction; develops document repositories and associated processes and procedures such as retention schedules and standards based requirements for document storage.
Experience
12/2010 to 7/2012
Mahindra Satyam (fte) - Sr. Technical Writer
Establish project documentation deliverables processes for open source Linux based vendor middleware (Java, C++, XML) telecommunications application documentation:
* Client Advocate coordinates with client to establish processes and procedures that fit with their documentation path and goals.
* Editorial globalization review of v1.1 and v1.2 development document deliverables intended for developer audience for delivery of first version of APIs.
* Reports directly to management and functions with little supervision.
* Experience with internet and network protocols and related interface applications including telecommunications messaging interface applications, user guides, utilities, simulator applications and technical/functional specifications.
* First level administration and design responsibility for SharePoint 2010 portal for document and related items repository.
* Support client Writing Guidelines, templates and processes through training for project engineers.
6/2010 thru 7/2010
Bradson Technologies (hrly) - Sr. Technical Writer
Provide technical writing and editing support for NERC CIP audit preparation:
* Review to determine what modifications may be needed for existing change control narrative documentation. Contact authors to initiate changes to meet stated requirements.
* Provided document tracking for the approval process.
* Worked with subject matter experts and other peers in team and individual efforts.
* Accomplish audit-worthy standards across the field of documentation reviewed.
7/2007 thru 3/2009
Fujitsu Consulting (fte) - Technology Analyst onsite at Boeing
Develop new or update existing documentation deliverables for 787 Program Manufacturing Process Definition (MPD) applications (DELMIA, ENOVIA and some CATIA):
* Developed release-based user guides, requirements documents and related materials for existing and new software.
* Researched and tested content developed to provide reliable information for shop floor training courses for experienced technical and non-technical audiences.
* Created test scripts for pre-production test of updates to documentation.
* Contributed information for issues tracking when application functionality problems were discovered.
* Provided input for existing process improvement.
* Worked independently and in team settings with SMEs to provide timely delivery of documentation.
* Loaned out to other projects administratively (747-8) as needed.
3/2007 thru 6/2007
Q Analysts (hrly) - QA Analyst onsite at AT&T
Monitor and audit assigned IT MaP software development projects for adherence to the Systems
Development Life Cycle for SOX standards compliance:
* Coached projects in Systems Development Life Cycle (SDLC) methods and practices.
* Led audit meetings with IT Project Managers to support their efforts in SOX compliance.
* Accomplished a 95+% compliance rating for projects managed.
12/2006 thru 3/2007
Solutions IQ (hrly) - Business Systems Analyst onsite at T-Mobile
Assist with development of a reporting solution for ERP BackOffice implementation of Vertex O series Sales and Use Tax application updates:
* Assessed reporting needs through structured project meetings.
* Evaluated, developed and updated requirements documentation per ECN or SOW.
* Provided process improvement analysis.
5/2006 thru 12/2006
EDS Consulting (fte) - Information Specialist onsite at Microsoft
Support development and testing issues resolution for OSIT Digital Distribution licensing tool, pre-production and production environments:
* Evaluated and prioritized application functional issues identified by internal customers and then assigned to appropriate team for resolution and provided response to customers regarding resolution of issues.
* Assisted with requirements gathering for business process v1 documentation for digital licensing web services tool.
* Developed Use Case (UAT) scripts for testing using UML principles.
* Developed and administered SharePoint website for support group.
* Developed online training for audiences impacted by changes to the application.
* Developed/updated complex InfoPath customer forms including ECNs, License Package Requests, etc.
* Followed Microsoft SDLC (Cross-BUIT SDLC).
* Used Microsoft Manual of Style and used established documentation templates.
* Provided process improvement input.
3/2006 thru 4/2006
CIBER (fte) - Business Analyst onsite at T-Mobile
Developed business process base line documentation and flow charts for T-Mobile SAP Basis systems (SAP, CRM, ERP, HR, reporting):
* Developed/updated technical landscape diagrams, as well as installation, refresh and testing requirements documentation (using Visio).
* Performed process analysis to develop baseline process documentation for SOX compliance.
6/2005 thru 2/2006
Apex Systems, Inc (hrly) - Technical Writer onsite at Microsoft
Performed functional and process analysis and provided documentation to support the digital software registration and authentication for internal customers and vendors.
* Developed/updated documentation (v1 business requirements, functional and technical specifications, user guides, etc.) for the digital licensing tool web services using Microsoft SDLC (Cross-BUIT SDLC)
* Used Microsoft Manual of Style and established documentation templates.
* Developed UATs, test scripts and test summaries.
* Created instructional design training resource materials.
3/2000 thru 6/2005
PDS (hrly) - Sr. Technical Writer onsite at Boeing Writing & Editing Division
Provided application documentation deliverables support to DCAC/MRM NCM:
* Managed establishment, implementation and maintenance of the documentation process (created and revised technical documentation) for DCAC/MRM NCM using DMR Macroscope Productivity Centre document creation and Project Management principles (completed DMR Project Management course).
* Led the project to establish a document repository (Clearcase Multisite VOB).
* Completed training in Clearcase RUP to meet configuration management requirements as well as staff cross-functional needs and internal company security requirements.
* Accomplished a cost-savings of $70,000 per year - potential of $250,000 when fully implemented.
* Successfully coordinated project specific delivery of documentation and testing for implementation of a hand-held device for manufacturing floor technicians (C#, XML, .NET).
* Instituted Level III KPA principles (SEI CMM).
* As the project lead writer supervised and reviewed the work of junior writers.
6/1999-2/2000
Meridian Partners Ltd. (now closed) (fte) - Technical Writer at Microsoft
Provided internal documentation support for the Service Operations Center (MSN SOC) Tier One technicians for msn.com properties:
* Interviewed project managers and other project SMEs for -msn.com properties- to create v1 property-specific troubleshooting guides, installation instructions and operations manuals.
* Attended weekly technical training for effective functional documentation content.
2/1996 thru 6/1999
MindSpring Internet Svcs (now closed) (fte) - Documentation Administrator
Managed all aspects of internal Knowledge Base content, external Help resources online content and website information and the Interactive Voice Response (IVR) resource:
* Redesigned EDMS web tool (created in HTML - Perl - CGI script web pages help files, troubleshooting articles, etc.) for tier one customer service technical support representatives.
* Responded to ECNs to maintain and update the internal KB as well as confidential internal forms and management information.
* Researched subject matter to create v1 articles for troubleshooting new call center problems with connectivity.
* Updated the search engine (-Excite- search application).
* Managed and developed external IVR (customer voice support system) resulting in successful reduction of incoming calls to call center.
* Tested internet application updates and managed transfer of application to master CD for replication.
* Developed build support customer installation and usage documentation (provided with CD).
Application Proficiency Levels
OS:UNIX using Apache and iPlanet: Intermediate
OS:NT, XP, DOS (started with 2.3): Intermediate
Internet Access Software (web share servers, TCP-IP, etc.): Intermediate - Adv.
Rational ClearCase & ClearCase Multisite (admin): Intermediate - Adv.
Photoshop, Paint Shop Pro, Painter: Intermediate - Adv.
Multimedia (Studio MX 2004 Dreamweaver, Flash, Fireworks, Freehand, Captivate): Intermediate - Adv.
Word Processing (Word, WordPerfect, Framemaker training): Advanced
Spreadsheets (Excel, Lotus): Intermediate - Adv.
Database (SQL, Oracle, Access): Intermediate
HTML: Intermediate - Adv.
XML, SGML, XHTML: Beginning - Intermediate
PERL: Intermediate
CGI Scripts: Intermediate
RoboHelp for Windows Platform and Apple help system (used in 1999 & 2000): Intermediate
Education/Certifications/Continuing Education (College credit equivalent to two years)
2009 - VTC - various course refreshers: (Flash, Fireworks, Dreamweaver, XML, MySQL, Transact SQL)
2007 - 2009 - Boeing applications: DELMIA, ENOVIA, CATIA, SmartME, Adobe Reader
2005 - 2006 - Microsoft internal digital licensing application, reporting applications, SharePoint administration, InfoPath forms creation, One Note and others.
2000 - 2005 - Boeing applications: Cimlinc, NCM, ClearCase RUP and ClearCase Multisite. 1999 - 2000 - Training in msn.com properties and internet server functionality to support MSN Service Operations Center
10/1995 Keene, Inc. Seattle, WA - MCSE in: Windows '95, Networking and Core (for W `95) 1994 - 1995 Green River Community College Auburn, WA - Multimedia Certification Course 1988 - 1989 Columbia Basin College Pasco, WA - Basic studies, Quality Assurance and Computer Science
References
Pat Hyland
Test Engineer
Joe Bedell
Senior Technical Writer
abo5p5@r.postjobfree.com
Pete Peterson
Manager - Boeing
15017 10th Dr NW
Marysville, WA 98271
Michael Fulton
3315 Rio Vista Drive Bonita, CA 91902
abo5p5@r.postjobfree.com Home:
619-***-**** Cell:
Project Management Consultant - Boeing
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