Robert Heald

Email: abpnpq@r.postjobfree.com

Address: **** ********** **.

City: Burke

State: VA

Zip: 22015

Country: USA

Phone: 703-***-****

Skill Level: Experienced

Salary Range: $75,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

ROBERT C. HEALD

9910 Lakepointe Drive * Burke, VA 22015 * Cell: 703-***-**** * abpnpq@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Solutions-driven, resourceful, and experienced Technical Writer with demonstrated experience in leading technical communications initiatives with the ability to leverage knowledge and understanding of IT infrastructure in the preparation and maintenance of presentations, process and procedure documents, graphics, and desk reference user guides. Respected team leader and mentor with the ability to inspire confidence at all levels. Extraordinary capacity to multitask, manage competing priorities while achieving customer and organizational objectives, with the capacity to recognize solutions impact beyond application.

* Current full DHS background investigation (April 2011).

* Senior Technical Writer who has prepared presentations, process and procedure documents, graphics, document templates, and desk reference user guides.

* Experienced in the writing, editing, and formatting software development documentation, and administrative support including organization charts and Visio diagrams.

* Skilled in writing and maintaining the Program Office`s Documentation Style Guide and comprehensive list of Abbreviations, Acronyms, and Terms.

* Completed training and supported a SEI CMMI Level 3 effort as site coordinator by creating the filing system and organizing over 350 documents from 5 projects.

TECHNICAL SKILLS

MS OFFICE SUITE * SHAREPOINT *SERENA DIMENSIONS * CAPTIVATE 3 * VISIO

ADOBE ACROBAT * SNAG-IT * BMC REMEDY* PROJECT ADMINISTRATION

WORK HISTORY

SENIOR TECHNICAL WRITER UNISYS, RESTON, VA, JANUARY 23, 2012 TO PRESENT

Assigned to Customs and Border Protection for the Department of Homeland Security with full background investigation (BI) with responsibility for supporting Targeting and Analysis Systems Program Office Program Management and project leaders with weekly status reporting, implementation plan support, and other assigned tasks.

* Compiled and maintained a comprehensive list of TASPO related abbreviations, acronyms, and technical terms. Submitted the document to configuration management for uploading into SharePoint for program and project use.

* Supported program management collecting, reviewing, and editing project weekly status reports using a newly created word template. Submitted reviewed status reports to the Government Lead and filed them in folders on a shared drive.

* Created project implementation plans for production Web code and Oracle changes with the implementation manager using the SharePoint site. Submitted the completed documents for review to Security and database administrators for approvals, and informed configuration management of the approval. Attended Change Control Board conference call meetings.

* Collaborated with the Government leads and project teams on a variety of documentation and administrative task as assigned on TASPO SharePoint site.

* Provided support to a project team for a one off Commercial-Off-The-Shelf Proof of Concept project by creating a concept of operations, project charter, and functional requirements from a Vender Evaluation Excel spreadsheet and other available resources, which were maintained on the SharePoint site.

TECHNOLOGY DOCUMENTATION SPECIALIST THE CENTECH GROUP, FALLS CHURCH, VA, MARCH 2011- NOVEMBER 2011

Assigned to Customs and Border Protection for the Department of Homeland Security with full background investigation (BI) with responsibility for documenting technical and operating procedures for the CBP Help Desk. Successfully completed all DHS/CBP mandatory VLC online training courses. Made an impact on the efficiency of Help Desk technology in a fluid environment by creating new solutions and updating or retiring old ones.

* Published and maintained documentation using the BMC Remedy Knowledge tool.

* Assisted co-team members by performing peer reviews and consulting with subject matter experts to ensure documents were current and accurate.

* Transferred technical knowledge to analysts and other authorized staff members.

SENIOR TECHNICAL WRITER BART & ASSOCIATES, SPRINGFIELD, VA JULY 2001- NOVEMBER 2011

Assigned to Customs and Border Protection for the Department of Homeland Security with full background investigation security clearance with responsibility for the development of software documentation including the preparation, editing and formatting of system documentation for the Department of Homeland Security, Customs Border and Protection, Passenger Systems Program Office, Technical Integration Branch, Process Management Team.

* Collaborated with senior management, government leads, project managers, systems analysts, and software developers to create, scan, edit, and format project documentation while supervising a team of three to ensure project and administrative documents are completed promptly and accurately.

* Coordinated material control functions within the Serena Dimensions repository, maintaining document version control while providing user access to the system.

* Successfully achieved recertification at Capability Maturity Model Level 2 as integral member of the CMM SCAMPI A Appraisal Team.

* Provided ongoing support for the editing and formatting of documents for the Passenger Systems Program Office`s projects including TECS Modernization projects, as well as holding responsibility for revisions to the PSPO Documentation Style Guide.

* Administrative support activities include the preparation of information and process change announcements, and organizing presentation documentation for readiness review meetings.

* Created a Windows based user guide for the Eagle Bullion Order Processing System within the United States Mint, a computer-based system designed to process gold, platinum, and silver bullion orders from authorized dealers.

TECHNICAL WRITER ELECTRONIC DATA SYSTEMS, WASHINGTON, D.C. APRIL 2000- JULY 2001

Technical writer for the STARS Program of the U.S. Immigration and Naturalization Service responsible for the design, editing, and publishing of software and hardware documentation for U.S. Immigration and Naturalization Service (INS) border control systems.

* Prepared Functional Requirements, System Design, and Interface Control documents, Maintenance Release Notices, User Guides, Implementation Plans, and other documentation.

TECHNICAL WRITER & TRAINING DEVELOPER MICROS SYSTEMS, INC, BELTSVILLE, MD MARCH 1997- FEBRUARY 2000

Provided Clarify Solution writing and editing support for customer support center personnel within the hardware manufacturing and international call center group, working in conjunction with subject matter experts to ensure user knowledge and comprehension of the solution titles and problem resolutions spanning 10,000 items.

* Designed and implemented a process to streamline and expedite the development process that included training course on solution writing as part of the overall new process.

* Developed the Solutions Style Guide used in response to international user feedback.

* Led the development efforts to document and define the processes to edit and modify technical and non-technical documents, mission and vision statements, and client information letters.

* Used the Clarify Support and Web Administration applications, and managed the Case Management database.

* Processed, tracked, and documented login and password requests for system access, creating user instructions for 50+ major enterprises on the proper use of the information provided.

TECHNICAL WRITER MCFADDEN & ASSOCIATES, INC., SILVER SPRING, MD/WASHINGTON, D.C. AUGUST 1996-MARCH 1997

Assigned to the U.S. Department of Agriculture to coordinate the documentation operations for the records management system, collaborating on a prototype project to organize and manage several thousand agriculture documents as part of the Simplify Government Campaign.

* Developed system user documentation, maintenance manuals, and training materials to establish consistent workflow practices throughout the organization.

* Organized and maintained project files such as status and maintenance reports detailing project schedules and evaluation and tracking of project milestones and deliverables.

* Revised FAA system documentation for LAN and Help Desk support.

EDUCATION & PROFESSIONAL DEVELOPMENT

University of New Mexico, Albuquerque, NM

Bachelor of Arts, Psychology

College of San Mateo, San Mateo, CA

Associate of Arts, Psychology

San Jose State University * University of California, Berkeley * The Fielding Institute

Post Graduate Study, Engineering Psychology

Professional Organizations

Washington D.C. Chapter of the Society for Technical Communication

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