Management Support

Location:

Hackensack, NJ

Posted:

February 03, 2013

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Resume:

Natalie Diener

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

551-***-****

Qualifications Summary:

• 15 years experience with Technical Documentation.

• 13 years experience as a Technical Support Analyst and Manager in a large distributed Enterprise Environment.

• Experience with Business Analysis Requirements, ITIL and FFIEC concepts & taxonomy, Project Mgmt. and

Tracking.

• Proficiency with: HTML, CSS, Wiki/Twiki, Dreamweaver, SharePoint, Snagit, Visio, Adobe Illustrator,

Photoshop, Flash, Captivate(Training Module Software), Microsoft Office Applications: Word, Excel, PDF,

Power Point, Remedy

Work Experience:

JP Morgan Chase

Consultant - Technical Writer for the Global Datacenter Documentation Initiative

October 2011 - February 2012

• Worked with Department Representatives and Subject Matter Experts to convert Regional Data Center

Documentation into a Global standardized template format. Documentation platforms included Word, Excel,

Power Point, Visio, and Captivate.

• Entered new documentation into the SharePoint 10 Repository and initiated the Approval Workflow

Process. Worked with SMEs and Governance throughout the editing and revision process through to final

approval and release as business as usual.

• Prepared and presented bi-weekly status reports to the Project Team.

• Created Usage Documentation, Acronym Tables, Documentation Templates, Indexes, Style Guides,

Reference Cards, FAQ Sheets, and developed integrated Training Modules and Assessment Tests in Captivate.

Morgan Stanley

Consultant - Application Support Specialist and Technical Writer for the Technology Risk Documentation Project

October 2009 - December 2010

• Participated in a cross department analysis of Technical Support Documentation Requirements for Core

Systems. Including review of all Support Documentation: Knowledge Base Articles, Support Procedures,

System, Business, and Data Architecture, Life Cycle, and Flow Diagrams, Associated Reference Materials

(Data Dictionaries, Standardized Taxonomy), Applications and Tools, and Training Materials. Based on actual

usage view statistics and UI feedback, made determination if information was up to date (based on last

access, modification, and SME certification) or should be revised or archived as legacy, and if it met current

Regulatory Requirements.

• The Project Team created a standardized Twiki support template that was widely adopted firm wide

incorporating ITIL and FFIEC concepts and taxonomy.

• Created and conducted presentations for client groups interested in improving their web based or

SharePoint support documentation.

• Developed customized documentation solutions with individual Development and Application Support

Groups and worked with them on content conversion across a wide variety of documentation platforms

including HTML, Twiki, SharePoint, Word, Excel, PDF, Power Point, Visio, JPG, GIF, PNG, and Camtasia. Wrote

User Guides, Quick Reference Cards, and User Training Materials. Organized daily or weekly status meetings

with the client groups to review progress.

Lehman Brothers Inc/Barclays Capital

Assistant Vice-President/Team Leader/Senior Support Analyst

August 1995 - November 2008

• Primary for overseeing the group's Twiki website organization and content. Primary contributor for

technical and procedural writing integrated with scripting and automated operator logic diagramming.

• Developed support procedures and wrote all web based run books for the Server Operations off hour

support initiative when it was first taken over from the System Administration groups.

• As a Senior Support Analyst, reviewed and evaluated new support areas and functions for the group, then

wrote the new first level supprt procedures and worked with the client groups to certify, and establish SLAs.

Examples: Taking over first level monitoring and support for SAN, LDAP, and SMTP.

• Performed hands on first line monitoring, technical support, and team management for 2900+ Unix Servers

and 10000+ Linux Servers (Americas and Asia) for the Server Operations Group. Monitoring for Neuberger

Berman Trade Processing. Monitoring and escalation for Autosys Batch Processing. First level contact and

support for Client and Application Support, Incident and Crisis Management. Prepared daily shift reports for

handover to offshore support.

• Prepared, Organized and Conducted weekly Change Control Meetings for the Operations, Linux and Unix

System Administration Groups, as well as for Emergency and Scheduled Maintenance Work such as Power

Downs and DR Testing.

• Served as the liaison between the Server Operations Group and the Unix and Linux System Administration

Groups. Responsibilities included: preparing monthly status reports, performance metrics, procedural review,

Change Management review and scheduling, application and tool development.

• Primary for RealOps (Automated Operator/Workflow) process logic. (Technical advisor)

• Hardware Support. Preparation of system files and dumps for Sun fault analysis. All phases of Linux

hardware support (Windows platform).

• Project Work, including: Created online hardware architecture reference tables, Designed automated

web form for client notification and outage tracking, Designed dynamic monitoring prioritization tool,

Worked with programmers to develop scripting for standard checks, Created Sentinel branch and

cluster monitoring views. Developed training materials for the intern program.

• Personnel Management: Interviewing, training, scheduling, projects, work flow, management, time sheet

approval and bi-annual employee performance reviews.

Demonstrated Performance:

• RealOps Application work flow process designs are now handling 30% of all fault monitoring events.

• Metrics captures developed for Service Reviews (performance) and for reporting from the client

notification server and hardware outage web forms have proven valuable as an instant and archived

source of information for multiple use planning, tracking and evaluation.

• Event analysis for recurrent, redundant, non-essential, bugs, required patching and updates improved

monitoring efficiency by 90%, reduced associated labor and the database overhead significantly.

• Task automation and tool centralization yielded and expanded standardization of procedure and

greatly increased efficiency, QA, and metrics capture. The greatest measure of success was the

adoption of these tools by other groups and locations.

• In coordination with the Engineering Group, structured and wrote all web based run books for Server

Operations first level monitoring and support of the LDAP Application.

Picatinny Arsenal, US Army Armament Research and Development Center

Printed Circuit Board Designer

February 1990 - September 1994

• Unix Platform - Primarily worked with telemetry research and testing. 3-D wireframe modeling.

Allied Signal Bendix Aerospace

Printed Circuit Board Designer

June 1984 - February 1990

• Unix Platform - All phases of printed circuit design - from schematic capture to layout, routing, heat

sink, NC control, component list, and documentation drawings for electronic military avionic design.

Education:

Seton Hall University

- Computer Science and Mathematics

AMA/Management Courses

- Leadership ILT, Cross Functional Communication, Effective Interviewing, Business

Writing, Performance Management for Managers, Presentation Skills, Problem Solving and Decision Making, Tackling Change, Strategies for IT Managers

Business Courses

- Capital Management: Commodities, Credit Risk, Fixed Income Products, Foreign Exchange, Investment Banking

Sun Education

- Solaris 10 for Experienced System Administrators, Sun Cluster 4.1 Administration, Sun Systems Fault Analysis,

Shell Programming for System Administrators, Core Services LDAP Training

Red Hat

- Linux System Administration

CEAS Certification

(Corporate Emergency Access System) Credentialed for New York City Emergency site access.

Platforms:

Sun Microsystems Models:

SPARCS, UltraSPARCS, Enterprise, SunFires, Netras Solaris Versions: 5.8 - Solaris 10

Linux (Windows Platforms):

eserver xSeries 336, COMPAQ ProLiant DL360 G5/DL380 G5/DL385 G1/DL580 G2/DL585 G1,

IBM eServer Blade Centers Red Hat Versions: Enterprise AS 3 - 4

Applications/Languages:

VERITAS Cluster Server 4.1, RealOps, StorageTEK, Autosys 4.5, NetApp, NetBackup, HP Openview,

Remedy, shell script, Perl, Html, Twiki, Dreamweaver, Anfy (Java based), JavaScript, Adobe Photoshop, Flash, Microsoft Office Applications, Visio, SharePoint

Sample Documentation:

• Business Requirements Documentation Package Sample

• Troubleshooting Procedure Sample

• Solaris Hardware Architecture Reference Table Sample

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