Beverly A. Osbon

Greater Atlanta Metro Area

Cell Phone 770-***-****

E-Mail Address: ac179r@r.postjobfree.com

EXPERTISE:

Twenty plus (20+) years of experience performing tasks as a Sr. Project Coordinator, Sr. Technical Writer, Documentation Specialist, Documentation Manager, Proposal Writer, Pre-Sales Engineer, Systems Analyst, (including facilitating JAD sessions, gathering requirements, and monitoring SDLC), HP Service Manager (HPSM) Knowledge Manager, EKSM, ITSM, and HP Service Automation (HPSA) across all platforms and environments. Work performed has been in both Public Corporate Sectors and Government Sectors.

Support:

UNIX Open Systems Engineering Team (includes HP-UX, AIX, and Linux)

Windows Open Systems Engineering Team (SCCM e-Learning certification, created support processes)

RHEL6 Build Team (documented Build and Bare Metal Recovery)

IT Operations Infrastructure (created documents across all platforms and environments)

Infrastructure (Build, Design, Configuration, Implementation, Disaster Recovery, Run Books)

IT Operations Deployment Support (created SOP and patching templates for HP-UX, AIX, Linux)

Operational Readiness (ensured documents were ready for operational turnover to Production)

ITIL v3 Foundations (support ITIL environments)

SharePoint (managed Libraries, Document Uploads, Workflow, Alerts)

HP Service Manager (knowledge base Manager, creating new knowledge articles and updating existing)

HP Service Automation (Hadoop, TomCat Grid, Dell, RHEL6 Configuration OS Deployment Documents)

IT Finance and IT Procurement (documented Process Flow)

Change Management and Release Management (IRB pre-screening/scribe, Training, Documentation)

VMware (e-learning and hands-on training/certification and created customized documents)

VMware Clients (e-learning and hands-on, P2V migration using PlateSpin)

VDI Horizon Clients (end user documents and participated in Pilot

ESX Hosts (maintained server inventory and CMDB)

EMC Avamar (40 hours training, created customized documentation)

Migration Team (VMware, ESX, EMC Avamar, UNIX Refresh, Windows Refresh, documented troubleshooting for P2V migrations of 3,000 servers using PlateSpin

PMO (created Charters and other end user Quick Start Guides, Reference Guides, How-To documents, Login and Registration documents for new applications)

Certifications: I received ITIL v3 Foundations, VMware, and SCCM e-Learning certifications, Mercator 5.0 certification, and 40 hours professional training on EMC Avamar, and Service-Now training. Capgemini Financial Services USA Inc. Diplomas: Finance_101, Global Information Security, Global Anti-Corruption, Group Competition Laws, Winning in Cross-Cultural Environments, Code of Business Ethics, and Effective Listening.

EXPERIENCE:

October, 2015 – July, 2017

WellStar Health System (WHS) – Worked as s Sr. Project Coordinator / Sr. Technical Writer as a member of the IT Technology Services Enterprise Architecture Team. I Created 54 macro-enabled templates for all phases of the SLDC from Intake to IT Operational Readiness. Work also involved EPIC Upgrade Enterprise Architecture documents, WHS customized Symantec Two-Factor Authentication documents (for Security), VMware AirWatch WHS customized documents, MDM documents, NOC DOC Training Document, SaaS documents, Microsoft Office 365 WHS customized documents, and many VMware and VDI WHS documents. As a member of the Enterprise Architecture Team and the IT Operations Team, I created Playbooks, Procedures, SOPs, Processes, Swim Lane Flow Charts (for SDLC), Help Desk Support Guides, Reference Documents, How-To documents, Quick Start Guides, Login and Registrations documents for new applications, and many other documents as requested.

October, 2013 – December, 2014

Fiserv – Worked as a Senior Consultant employee of Capgemini Financial Services USA Inc. onsite at Fiserv. As a member of the Documentation Group, I was assigned to document complete infrastructure of Major Banks and Financial Institutions using Fiserv Managed Solutions. The worked working with Engineers, Business Analysts, and Project Managers to complete the documents and complex Visio infrastructure diagrams to be approved and uploaded to Remedy. I also created Knowledge Articles in Remedy for Support of infrastructure documentation.

September, 2011 – June, 2013

The Home Depot (THD) Store Support Center (SSC) – Worked as s Documentation Specialist supporting THD Atlanta SSC and Austin ATC data centers serving as a member of the UNIX Open Systems Engineering Team, IT Deployment Support Team, IT Operations Team, Windows and UNIX (AIX, Linux, HP-UX) Patching Team, Server Decommission Team, and Store Server Refresh Team. Researched, Analyzed, and created various Infrastructure documents, including Build, Configuration, Disaster Recovery, Bare Metal Recovery, Server Decommission, Project Charters, Processes, Procedures, SOPs, Flowcharts, Swim Lane Flowcharts, and various other documents as requested. The patching templates and processes (created for off-shore patching team of data center servers) included Dependencies, Implementation Plans with pre-populated code, Blackout Plans, and Alternate Blackout Plans. I also updated customized Home Depot Wikipedia documents.

January, 2011 – April, 2011

Hewlett Packard – Worked as a HP Systems Manager (HPSM) Knowledge Manager. Created new knowledge articles and updated existing knowledge articles for the Eli Lilly Pharmaceutical account. I trained on EKMS system for migration of knowledge articles for Eli Lilly.

January, 2009 – May, 2010

Siemens IT Solutions and Services (SIS) – Sr. Consultant II / Documentation Specialist - As a Microsoft employee, was transferred to Siemens employee working on VMware Team, Migration Team, Network Team, Operational Readiness Team, Backup and Storage Team, and Documentation Team for moving 3 data centers (over 3,000 servers) to one data center (migrating from P2V). I received e-Learning ITIL v3 Foundation certification and 40 hours of training in EMC Avamar. Researched and created Siemens customized VMware documentation and Siemens customized EMC Avamar documentation. As a member of the Tugboat Innovations Virtual Hype (Virtual Data Center) project for 3rd Level Engineering Support for Tugboat Operational Readiness turnover to Production, I worked with the Network team to document (Nexus/Cisco equipment), Compute Fabric/Build (VMware ESX 3.5 and ESXi 4.0 server specifications, Fujitsu blade chassis, and topologies), Facilities (Rack Build/Design topologies, switches, cables, etc.), Data Center Topologies (Data Center Equipment and Servers, including Fujitsu), Data Center (Design documents, Build documents, and Runbooks), Storage Area Network, Storage Filers, and Tools, including Management Tools Technologies, Client Instances, and EPV Instances. I created documentation processes, procedures, flow charts, technical information, reports, etc. for supporting IT network, server, application, and data center consolidation and migration services for Siemens' internal and/or external customers.

Positions Prior to 2008:

State of Georgia Technology Authority (GTA) – Worked as a Systems Analyst/Configuration Analyst assigned to the Information Technology Infrastructure Services (ITIS) Design & Engineering (D&E) distributed computing group. The GTA Operations Division ITIS D&E group functioned as a hosting provider for all State of Georgia agencies, providing engineering and support services across the UNIX, Windows, Mainframe, and UNISYS platforms across the state-wide area network. I created application and system Design documents (Technical Operating Environment) documents for all Georgia State agencies to ensure up-to-date information for turnover to IBM and AT&T for outsourcing. I also created all new Service Descriptions (describing each application’s or systems’ SLAs). I pre-screened all change requests for the IRB and scribed meetings. I supported UNIX and Windows IT Services and Solutions Teams. I received training in InfoPath and created online forms.

Faircloth Home Improvement – Performing tasks of Sr. Technical Writer/Proposal Writer, I created Bid Proposals, responses to RFPs/RFIs, installation manuals, user manuals, administrator manuals, training manuals, and online help for Remodeling software system and trained field personnel on use of software.

BellSouth Technology Group (BTG) – As an Analyst/Sr. Technical Writer, I created requirements specifications for the BellSouth Billing and Ordering tool (BBOT) for the State of Georgia Technology Authority and the State of South Carolina. On a separate assignment as a Documentation Developer, I created all documentation for Enterprise Service Bus (ESB) on-boarding of internal / external BellSouth customers as first phase of new SOA project. I created knowledgebase for troubleshooting and resolution of ESB on-boarding, registration, etc.

SunPlus Data Group – Short-term independent assignment as a Proposal Writer to assist in writing and editing a response to a RFP for reengineering the State of Georgia Statewide Automated Child Welfare Information (SACWIS) project.

Equifax – As a Sr. Technical Writer, I created context-sensitive Help Text for the Equifax internal Auditing system. On a separate project, created User’s Guide for new ReadiScreen order processing system for external customers. These projects were in a J2EE environment and involved integration with the Equifax ePort common gateway (for accessing web-based applications) and the Equifax Internet-to-Internet (iSTS) connectivity application (a server to server certified web service with a secure link for data sets from Authorized Equifax Members to the Equifax ePort common gateway.

Captain Vendor Services – As a Sr. Technical Writer/Proposal Writer, I created proposals (RFPs, RFIs) for prospective new clients and Business Policies, Processes, Standards, and Procedures for field personnel and office staff.

Mercator Software (an E-Business Transformation solutions company) – As a Pre-Sales Engineer, I supported US Field Services in writing technical responses to RFPs/RFIs for worldwide sales force. I trained with U.S. Field Services staff for pre-sales tasks and supported 40 other Pre-Sales and Sales Engineers, which included the creation of a knowledgebase of 2,500 “canned” responses for inclusion in the RFPs/RFIs. I received Mercator 5.0 certification.

RedCelsius Inc. (formerly E-Solutions Inc.) – As a Technical Documentation Specialist, I assisted sales reps, engineers, developers, and users for Web-based E-Commerce (multi-tier with XML and JAVA). Software developed for ERP and CRM.

BellSouth Cellular – As an Analyst/Sr. Technical Writer, Analyst, read RPG AS/400 code and created Technical Specifications for BellSouth Cellular System Billing System (CARE). I also created User Guides for the BellSouth Cellular Tables and Roamer/Switch Tables. I also assisted in database cleanup project.

CR Systems – As a Systems Analyst, I tested and created Installation and Configuration guides for the CR Systems’ Configuration Builder software for their Branch CommServer product, including documenting both software and hardware.

Medaphis Corporation – As an Analyst/Technical Writer, I gathered requirements and created System Administrator. Operator, Database Reference Manuals, and SOPs for the Gemini system. MDIV system, and Mercury System. The documents were written for UNIX operating systems and uniVerse Database Management systems.

Hewlett Packard – As an Analyst/Sr. Technical Writer, I created various online documents for a Service Order Distribution Application (SODA) system, a Due Date Manager (DDM) system, and a Measurements System. The systems were developed by Hewlett Packard for GTE Headquarters. The systems are all UNIX based systems with GUI.

GTE PCS Division – As an Analyst/Sr. Technical Writer, I documented new application modules for the GTE Rental Phone Inventory Tracking System (RITS) and developed in-house procedures for programmers and project teams.

UNISYS Corporation – As a Sr. Technical Writer, I created the hardware sections of the User’s Guide for the U.S. West Remittance Processing System. The Remittance Processing System was a UNIX based system developed by UNISYS for U.S. West.

IBM Education & Training – As a Sr. Systems Analyst, I created documentation for IT Operations and Systems Development Teams for promotes of a new Training Administrator windows-based application by Gyrus Systems, Inc., On a second assignment as a Sr. Technical Writer, I created a Purchasing System User's Guide for end-users of the IBM customized version of the Software 2000, Inc. Financial System. Both Systems reside on the RISC 6000 with access via the LAN and OS/2 Operating System.

Coca-Cola USA/Corporate – As a Documentation and Project Manager with USA/Corporate I/S Quality Assurance groups, I managed the Standards & Practices project creating the IS Technical Orientation Self-Study Guide and created the I/S Quality Assurance Guide and the Prestige/Project Cost System Procedures Manual.

IBM Corporation, Development Solution Center – As the Project Manager/Documentation Manager, I acted as project liaison for IBM, responsible for coordinating and managing IBM writing projects for IBM DMAS, CMAS, COPICS, and MAPICS. Managed technical writing staff (19 Technical Writers/Editors) assuring IBM standards and vendor criteria were satisfied.

IBM Corporation, Applications Systems Division – As a Sr. Technical Writer, created, edited, and published the following MAPICS/DB AS/400 applications documentation. I also created, edited, converted, and published IBM Patient Care Systems (PCS) application documents.

Management Science America, Inc. (MSA) – As a Sr. Technical Writer, created, edited, and published MSA documentation for Financial mainframe applications.

Meidinger & Associates – Executive Administrative Assistant to the Vice President of Communications, responsible for writing employee benefit booklets for the client base.

New York State Farm Bureau – Executive Administrative Assistant to the Vice President of the New York State branch, creating reports and maintaining the New York State Farm Bureau Blue Cross/Blue Shield enrollment and correspondence.

Columbia Broadcasting Systems (CBS) – As the Word Processing Manager, I managed the work of 35 Word Processors for CBS tape club correspondence, reports, and promotional brochures.

EDUCATION:

College: Indiana State University - Completed 2 years of study toward B.S. Degree, completing all required courses and focusing on an elective in Mathematics and English.

High School: Gerstmeyer Technical High School - Academic and Business curriculum with straight-A honors on the Dean's List and served as President of Student Council.

Certifications: I received ITIL v3 Foundations, VMware, and SCCM e-Learning certifications, Mercator 5.0 certification, and 40 hours professional training on EMC Avamar.

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