Quality Assurance Manager

Jewel Kennington

Email: *********@********.***

Address: **** *** ******* ***

City: Duluth

State: GA

Zip: 30096

Country: USA

Phone: 770-***-****

Skill Level: Management

Salary Range: $62,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Jewel Kennington

3217 Ivy Station Way

Duluth, GA 30096

(Business: 770-***-****) (Cell: 678-***-****) (*********@********.***)

Summary of Qualifications

Over twenty years in technical and business communications, working as a process analyst, writer, editor, trainer, and manager. Experienced in a variety of industries, including telecommunications, software development, construction, banking and financial, internet design, engineering, government, energy, accounting, manufacturing, and medical.

Accomplishments

* Managed documentation and training departments. Managed budgets of over $2,000,000. Developed project estimates, plans, and schedules; assigned staff; and tracked projects to completion. Performed all human resource management functions for the departments, including analyzing staffing requirements, selecting and hiring new writers and trainers, coaching staff, and evaluating performance. Established standards and processes to bring consistency and efficiency to publications departments. Wrote documentation standards manuals, style guides, and internal procedure documents. Developed document designs and formats. Managed language translation and localization. Selected outside vendors, maintained vendor contact, and managed translation and localization budget of $1,500,000.

* Managed complex enterprise projects involving multiple deliverables, functional areas, and enterprise-wide business and technical requirements. Analyzed project tasks, developed and coordinated project plans, tracked projects to completion through all project phases, and managed project personnel and budgets. Resolved project conflicts and problems.

* Set up and managed technical and user documentation libraries and designed procedures for document production, control, and management.

* Gathered information on and documented process flows to enable thorough analysis and decision making for systems analysis and development. Produced process flows, use cases, business cases, test cases, requirements definitions, scope definitions, workflows, technical specifications, and business definitions. Reviewed requirements for completeness and accuracy, coordinated various requirements to achieve consistency and agreement among all interested parties. Performed gap analysis to determine additional needed information and resolve questions.

* Documented and mapped business and technical processes and job tasks in text and graphic formats. Performed troubleshooting of process flow issues and problems and worked with all interested parties to determine effective and efficient solutions for these issues and to establish consistency across all processes in the enterprise. Recommended changes in processes to improve efficiency.

* Interviewed technical personnel, business sources, and end users to gather and document business and technical requirements for system enhancements and for new application design, development, testing, and implementation. Participated in meetings and JAD sessions with interested parties to discuss, gather, and document requirements. Maintained all records from meetings and design sessions.

* Maintained open communications among all interested parties to resolve issues and questions and to ensure thorough and accurate recordkeeping of all relevant information.

* Documented enterprise standards, policies, and procedures for analysis and design. Designed standard formats and templates for requirements documents.

* Performed data analysis and data modeling to determine the business sources and uses of data. Documented data sources and uses and determined instances of data duplication and overlap. Designed forms (paper and online) for capturing and processing data. Streamlined data collections processes for efficient and thorough data gathering to eliminate waste, save time, and ensure accurate recordkeeping to establish a knowledge base.

* Participated in system and user acceptance testing and documented test results. Coordinated with analysts and developers to resolve issues. Documented policies and procedures for system disaster recovery. Performed usability testing and documented system inconsistencies and usability issues.

* Designed, wrote, and edited user, system, online, and training documentation in a variety of formats, including information mapping and WIKI. Wrote and edited policies and procedures. Worked on documents for telecommunications, general accounting, inventory control, work-in-process, billing, engineering, quality assurance, banking and financial, e-commerce, plant safety, academics, sales force automation, scientific research, software utilities and databases, disaster recovery, risk and compliance, incident management, and web site development.

* Wrote and edited technical documentation, including systems, installation, design, database, quality assurance, troubleshooting, and software documentation. Wrote and disseminated technical and user release notes. Audiences for this documentation were systems analysts, software engineers, quality assurance analysts and testers, and installation and support personnel.

* Wrote training documents and conducted training.

* Regularly present training seminars, workshops, and professional conference presentations on technical writing, indexing, and editing.

* Designed and wrote corporate training courses and conducted classroom training for corporate training programs. Designed and taught business writing and communication classes in the continuing education program at Clayton State University.

Work History

August 2012 to Present. Tek Systems. Atlanta, GA. Technical writer. On contract to RockTenn Corporation writing process documentation in support of an ISO certification initiative. Processes cover human resources, accounting, engineering, and manufacturing areas.

June 2012 to August 2012. Veredus Corporation. Atlanta, GA. Technical writer. On contract to SunTrust bank writing policies and procedures.

April 2011 to April 2012. WorldPay US. Atlanta, GA. Project manager. Managed projects for enterprise change management initiatives. Coordinated with project sponsors, champions, business subject matter experts, and senior management to develop and track project plans. Facilitated JAD sessions.

2008 to Present. Clayton State University. Part-time instructor, Continuing Education. Teach classes in writing and editing.

February 2011 to April 2011. SunTrust Bank. Atlanta, GA. Contract technical editor. Edited training materials for SunTrust University.

July 2010 to December 2010. WorldPay US. (SB Services, Stateline, NV) Atlanta, GA. Technical writer, Contract with financial transaction processing company. Produced process and business flows for new system development, data gathering forms, policies, procedures, and software documentation in a PCI-compliant environment. Worked with numerous areas of the company, including technology, facilities management, incident management, and internal policies and procedures.

October 2002 to Present. Eloquas Communications, Inc. Atlanta, GA. Owner, Consultant specializing in process/business analysis, writing, editing, indexing, training, web content, policies and procedures, technical documentation, information architecture, and communications strategies. Taught writing and editing classes in the continuing education program for Clayton State University (currently teach copyediting and content editing). Prepare requirements documents, articles, newsletters, white papers, reports, technical and user documentation, QA documents (test scripts, test plans, requirements, test results), marketing materials, and academic papers. Clients included CoreCommerce (e-commerce), Imedex Corporation (medical), DOD (U.S. Air Force: aircraft flight systems training documents), WorldPay, Inc. (financial), and SunTrust Bank.

October 2000 to March 2002. Aetea, Inc. Atlanta, GA. Process analyst and writer. Contract with Panasonic Corporation (cell phone technology). Analyzed and documented business and technical processes for telecommunications company. Wrote policy and procedure documentation and performed process gap analysis. Wrote procedure web pages and published information to corporate intranet using HTML and Dreamweaver. Wrote user and technical documentation for general users and IT staff, including documentation of database structures and network architecture. Also documented software utilities used in configuring PCs, administering network security and firewalls, and maintaining and upgrading networks. Information was designed for effective online presentation.

December 1999 to September 2000. OneWeb Systems, Inc. Atlanta, GA. Manager of documentation, training, and customer support. Managed the documentation and training department for internet software and development company. Managed a staff of three writers and one trainer. Worked with customers to determine training needs and established training curricula. Edited web content and QA documentation. Wrote and edited database and programming documentation for software engineers and installers, including documentation of program code, database architecture, and web building utilities.

August 1998 to December 1999. Nortel Corporation. Atlanta, GA. Contract writer and indexer.

Wrote manuals in multi-volume documentation set and indexed documentation, including detailed system architecture documentation and installation documents. Also conducted customer satisfaction surveys to obtain detailed feedback from customers on documentation needs. Audiences included telecommunications and software engineers and field installers of telephone equipment.

June 1997 to August 1998. Harbinger Corporation. Atlanta, GA. Manager and Director of publications. Managed a group of 25 technical writers in four locations around the country. Responsible for all publications schedules, budgets, standards, and policies. Managed language translation projects.

Jan. 1997 to June 1997. Alltel Information Services, Inc. Atlanta, GA. Editor and documentation supervisor. Edited all technical and user documentation for cellular telephone applications, including user, technical, and QA documentation.

Feb. 1995 to Jan. 1997. Brock International, Inc. Atlanta, GA. Documentation manager and editor. Edited all technical, installation, QA, and user documentation for company`s software products. Also managed the technical writing department. Responsible for all schedules, budgets, standards, and department procedures. Implemented department style standards and wrote a style and standards manual. Redesigned and rewrote training manuals.

Oct. 1993 to Feb. 1995. Sales Technologies, Inc. Atlanta, GA. Editor. Edited all technical, installation, and user documentation for sales force automation software.

Aug. 1992 to Oct. 1993. Ross Systems, Inc. Atlanta, GA. Technical writer and editor. Wrote and edited user manuals for inventory control and manufacturing process control software.

Jan. 1990 to Aug. 1992. Information Systems of America. Atlanta, GA. Technical writer. Wrote and edited user documentation for financial and insurance software.

Tools Used

Microsoft Word Microsoft Project Robohelp FullShot

HTML UML Adobe Acrobat Information Mapping

Adobe FrameMaker Snag-It Microsoft Excel PowerPoint

WIKI format SharePoint Dreamweaver

FrontPage Visio Hijaak

Education

B.A. degree, Anthropology and history, 1975. University of North Carolina at Greensboro.

Data processing diploma, 1976. Raleigh School of Data Processing, Greensboro, NC.

Courses in accounting and business, Boise State University, Boise, ID.

Courses and seminars in technical writing, web design, editing, information mapping, project management, personnel management, supervision, HTML, XML, and indexing.

Professional Associations

Society for Technical Communication:

* Past managing editor of Atlanta chapter newsletter

* Speaker at STC Currents Conference, STC chapter meetings, and regional conventions

* Instructor for indexing, grammar review, and effective writing workshops

* Judge for publications competitions

* Recipient of numerous publications awards for writing and editing

* Recipient of Distinguished Chapter Service Award

* Mentored graduate students at Southern Polytechnic University

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