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Documentation Specialist

Fontana, California, United States
May 20, 2017

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**** *. ******** ***. #****

Ontario, CA 91762

Phone: 909.***.****


Samples of IT business solutions delivered:


30+ yrs experience delivering business solutions to protect company capital assets and create new revenue streams.

Capital protection and creation of new revenue streams: PFIZER: Managed an IT wiki project to identify drugs eligible for repositioning in the marketplace; DIRECTV: Independent contributor for a multiphase IT project to ensure customers received proper credits resulting in less customer churn; REUTERS AMERICA: Influenced key stakeholder (buy vs. make decision), to hire an outside vendor to produce a video providing detailed cues for technicians performing 5,000+ upgrades of Reuters Terminal workstations at client sites.

Generate revenue: FRANKLIN HEALTH: Established tools to promote software offerings to BCBS health plans nationwide; IMAGING PARTNERS: Delivered marketing collateral and sales leads; GEOFIN: Facilitated investor access to company financials in the emerging Asian capital markets; DIRECTV: Expedited the offer definition processes to beat the competition to the marketplace for consumer satellite television programming.

Education: Bachelor of Science in Electronics Engineering Technology, DeVry University, Phoenix, Arizona. Graduated.


Project Management tools and methods:

Word, Excel, PowerPoint, MS Project, PlanView, Visio Professional.

Kanban charting.

Software specialties & development methodologies:

XML (Request/Response), HTML, Wiki markup, DPL, SQL.

Agile, Scrum, Kaizen, Waterfall.

Business Analysis:

Gather requirements to create User Stories, Use Cases, User Experiences (UX), Technical Specifications.

Documentation Specialties & tools:

Quick Start Guides, User Guides, Standard Operating Procedures, Flowcharts, Test Procedures, Online Help, Data Gap analysis, Data Mapping, Data Dictionaries, Policies-Standards-Procedures-Guidelines (PSPGs), Site Surveys.

Adobe PhotoShop, InDesign, Acrobat, Captivate, Illustrator.


1/2017 – Present


Role: IT Consultant

Web development projects to promote businesses, advertise, and increase sales.



3750 University Ave, Riverside, CA 92501, (951) ***-****

Role: Process Improvement Specialist/Analyst

Developed PSPGs (Policies, Standards, Procedures, and Guidelines) templates to: (i) Streamline workflows, (ii) Provide consistency, i.e., a standard “look & feel” utility-wide, and (iii) Ensure SOPs comply with State and County regulations concerning mandatory retention schedules for all assets, e.g., poles and substations (electric utilities) and pumps & valves (water utilities). Goals: Improve efficiency of service delivery and increase customer satisfaction.

Captured data flow between databases in the company’s current data management system in order to render streamlined (future state) systems architecture diagrams.

2/2015 – 8/2016

RETURN FROM EARTH PUBLICATIONS (17173 Jefferson Ct., Lakeville, MN 55044, (952) ***-****)

Role: Author, Editor, Publisher

Authored manuscripts for publication.

Edited, proofread, and prepared manuscripts for printing.

Provided publishing services.

11/2012 – 1/2015


Role: Business Analyst

NASDAQ/AIG call center project: Implemented Siebel-based system (production plans, acceptance testing) using latest EDW/CRM and KPI methodologies. Goals: Improved marketing and end customer experiences.

5/2012 – 11/2012


Roles: Project Manager, Pharmacometrics Software Developer, Business Analyst

Gathered business requirements through iterative meetings with management and rendered the requirements as graphical User Stories/User Experiences.

Coded a software solution to emulate database querying capabilities for the Pfizerpedia internal wiki.

Empowered Pfizer personnel to make informed R&D decisions based on Pfizerpedia query results that returned Target, Disease, and Pfizer drug information, fully cross-referenced. Goals: Protect Pfizer capital by avoiding unnecessary R&D expenditures, and create new revenue streams by re-positioning Pfizer drugs in the marketplace.

1/2008 – 3/2012


Role: Business Systems Analyst

Software Specifications: Directv’s Loyal Customer Provisioning Program (gifts of credits and free programming). Collaborated with software developers to implement the automated gift provisioning processes to replace the expensive manual processes. Benefit to Directv: 1,600+ man-hour overhead savings per year and improved customer satisfaction and retention.

Program Management: Created a wiki site to serve as the master program management tool to house projects and the software development lifecycle (SDLC) artifacts for access by project managers.

Document Management System (DMS): Using MS SharePoint Server 2003/2007, created multiple SharePoint sites and document libraries and managed permissions for departments and individual projects to facilitate team collaboration and workflows.

Middleware (API) specs and Data Dictionaries: Delivered a middleware interface agreement document containing the web service calls (Request & Response XML) to automate DIRECTV’s offers creation process.

User Guides & Quick Start Guides: Created guides to instruct Business Analysts how to operate Segmentation and CORE tools, thus expediting DIRECTV’s offer definition process for presenting new offers to the consumer a.s.a.p.

Data/Gap analysis: Populated 86 Excel worksheets with metadata obtained by running queries (Microsoft SQL Server) across 4 database systems for a multi-phase project involving 2 initial framework releases and 8 additional offer migration releases. Working in a team, rooted out and corrected production issues to ensure customers received proper credits for greater customer satisfaction and customer retention.

11/2005 – 12/2007


Role: Process Improvement Consultant/Analyst

Developed, revised, and published 260+ standard operating procedures and matching flowcharts onto the SharePoint portal site. Procedures served to ensure the company was SOX-compliant and covered Oracle-based supply chain business processes such as order processing, shipping confirmation, and resupply order discrepancies.

Delivered concise business continuity & emergency preparedness plans for product distribution centers.

6/2005 – 10/2005


Role: Process Improvement Specialist

Team player on a project to reengineer Toyota’s Data Center Operations. Team delivered 220 procedures per week in compliance with ITIL standards. Used Rational ClearCase & Lotus Notes (version control), Excel (project metrics).

1/2003 – 5/2005

Role: Management Consultant

GEOFIN – Investor quick start guide for retrieving company financial data in the emerging Asian capital markets.

FOX NETWORKS GROUP – Created instructional steps to guide FNG users of MS Outlook and Citrix through the Active Directory company-wide upgrade.

SEPRACOR (now: Sunovion Pharmaceuticals) – Researched, wrote and delivered physician peer review articles for publishing in the Clinician Review Journal, e.g., “Safe Levalbuterol Therapies for Patients Suffering with Asthma”.

4/2000 – 12/2002


Role: Business Analyst & Web Developer

Delivered 150-page software specifications and sales tools to pitch the web application offerings to Blue Cross/Blue Shield health plans nationwide.

Created online help (using RoboHelp/HTML) to guide new users in navigating the customer-facing web application.

1998 – 2000


Role: Project Manager

Redesigned inefficient Reuters Terminal (RT) work order processes for RT workstations being upgraded (5,000+).

Crafted site survey scripts to gather RT current state configuration data from Reuters clients.

Sourced outside vendor to produce a video instructing technicians how to perform RT workstation upgrades.

1996 – 1998

Role: Management Consultant

MERCER – Led a team on a database project to consolidate 18,000 disparate data records into 7,000 master records.

MERRILL CORPORATION – Formatted, edited, proofread, and used EDGAR to file annual reports (Form 10-K) and quarterly reports (Form 10-Q) on behalf of companies required by law to submit these forms with the SEC.

1990 – 1995


Role: Aerospace Engineer/Avionics Systems Test Engineer

Created 1200-page SVTs, conducted sell-run tests of software, and delivered test reports to the USAF.

Managed business risk for Boeing Military Airplanes Company by acting as the customer-facing representative and influenced the USAF positively concerning future competitive contract awards.

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