Gregory S. Doyle

***** **** ****** ***** **********, Colorado 80015 720-***-**** (C) 303-***-**** (H) ac17yi@r.postjobfree.com

SUMMARY

Talented, seasoned Technical Writer/Business Analyst who pro-actively works with all levels of management and individual contributors to capture business requirements, identify broken or missing business processes, recommend opportunities for improvement, and develop and document an optimized operations model that adds value to the bottom line by increasing employee productivity. I leverage my Yellow Belt Certification in Lean Six Sigma with my on-the-job experience in scope and requirements development and process re-engineering/improvement to provide value for companies such as Amdocs, Nissan North America, Urban Lending Solutions, ViaWest, Comcast Cable Corp., Level 3 Communications, IBM, and others.

PROFESSIONAL EXPERIENCE

Healthgrades Operating Co., Inc., through B.W. Bacon Denver, CO

Health Care Referral Portal/Report to SVP of Infrastructure

Technical Writer/Analyst 6/17 – 9/17

Write, edit, revise, and publish HITRUST policies and procedures that include HIPAA and HITECH compliant language using Google Docs. Preparing for HITRUST compliance audit in this Amazon Web Services (AWS) environment. Policies are used also as collateral for responding to RFPs from Covered Entity clientele such as United Healthcare Group.

Write and am accountable to user stories posted in JIRA supporting the Agile development team.

Amdocs, LTD, through Collabera, Inc. Lone Tree, CO

Telecommunications/Reported to Consulting Principal Lead

Technical Writer/Analyst 3/17 – 6/17

Designed, developed and wrote user guides for a global telecommunications company’s implementation of Amdocs Network Navigator, an Operations Support Systems (OSS) application. Supported a multi-national team transitioning from legacy OSS to the Amdocs platform.

Nissan North America through Infotree Service, Inc. Englewood, CO

Automobile Manufacturing/Reported to Manager of Information Systems

Technical Writer/Analyst 1/16 – 11/16

Designed, developed and implemented a full-suite SharePoint 2013 Team Site, Enterprise edition, incorporating managed metadata.

Worked documentation projects using ServiceNow stories and tasks in this strictly enforced ITIL shop.

Urban Settlement Services, LLC, through Intellisource, Inc.; converted to direct Aug., 2012 Broomfield, CO

Financial Services Outsourcing/Reported to Vice President of Application Information Services 2012 - 2015

Business Analyst/Technical Writer 1/14 – 9/15

Wrote and published scope and requirements documents, in a modified Agile/Waterfall environment, following a strict SDLC, that provided application and database developers with precise line of business upgrades and enhancements, resulting in rapid deployment of system automation resulting in 23% enhanced productivity.

Managed, designed, and implemented process efficiencies that streamlined by 30% IT Change Management for multiple enterprise applications and complex network infrastructures.

Documented Reporting Billing Process by diagramming and describing processes for order input, billing, and invoicing to Bank of America.

Documented application/server architecture standards diagramming and describing network topologies/interfaces for 18 enterprise applications.

Technical Writer/Business Analyst 4/12 – 1/14

Designed and wrote 13 documents using a modified SIPOC methodology to capture some 40 processes describing Urban’s processing of U.S. Government HAMP borrower documentation for Bank of America (BAC). Documentation used in two zero-finding BAC bank audits.

ViaWest Corporation, through ConsultNet, LLC Denver, CO

Enterprise Data Centers/Reported to Senior Project Manager

Business Process Analyst/Technical Writer 5/11 – 2/12

Designed and wrote a cabling standard manual based on Telecommunications Industry Association (TIA) 942.

Developed an optimized process model for maintaining standardized spare levels of network devices at 22 separate enterprise data centers located in five states. Implementation has a projected productivity increase for network operations/engineering personnel of 25-30%.

Nations Business Resources Westminster, CO

Merchant Credit Processing/Reported to President

Freelance Writer/Analyst 2/11 – 3/11

Developed and wrote draft of sales training manual to increase sales closures of representatives establishing credit card customers.

Comcast Corporation, West Division, through Apex Systems, Inc. Englewood, CO

Cable Communications/Reported to Division Vice President

Senior Technical Writer/Analyst 8/10 – 1/11

Developed standards documents using that defined MSO industry best practice metrics and key performance indicators (KPIs) for the Customer Service/Technician line of business, measuring agent adherence, efficiency and effectiveness.

Used SharePoint Designer to develop SharePoint websites as document repositories with full scale document management functionality in order to track the progress of multiple documents in various stages of review.

TeleTech Services Corporation Englewood, CO

Call Centers/Reported to Manager of Business Analysis

Senior Technical Writer/Analyst 1/10 – 5/10

Documented a Data Treatment Guide for all technical and user functions of Digital Fuel's data warehouse dashboard/scorecard tool that reported six-figure-daily Oracle and SQL Server transactions, providing enterprise business intelligence KPIs to VP and C-levels.

Wrote and published KPI metric definitions that were being integrated into the Digital Fuel application, and methods and procedures that included FAQs, a Help Desk Escalation Guide, and How to Access LOCUS, all published on a CreateSpace web document repository.

Think Up New Media, LLC Centennial, CO

Social Media Marketing/Reported to Principal

Freelance Writer/Analyst 12/09 – 1/10

Developed an outline and draft of a book explaining how to develop a personal brand for publication on LinkedIn, Facebook and Twitter.

Level 3 Communications, LLC Broomfield, CO

Telecommunications/Reported to Manager of Information Systems 2005 – 2008

Senior Technical Writer/Analyst 9/07 -12/08

Wrote Private Dedicated Ring (PDR) Metro Ethernet process and documentation that reduced circuit turn-up time by 85% (30 days to 5 days).

Managed and documented gap analyses using time-in-motion studies, SQL query results, and Six Sigma Pareto charting.

Senior Technical Writer (Level 3 Communications, LLC, continued, through MicroStaff Corp.) 8/05 - 9/07

Supported the Switch Access Business Management and IP Operations Engineering Teams to decompose and improve current processes within the end-to-end voice factory model of planning, provisioning, translations, and test and turn-up.

Wrote product development artifacts, documented physical and system architectures, and provided process and procedure documentation, including engineering Methods of Procedure that streamlined engineering and technician workflow.

Wrote, edited and published 750-plus HTML text pages and Visio flowcharts that documented departmental processes and task-oriented procedures for Internet Protocol (IP) engineers in IP and Data Services.

Documented engineering standards for domain name servers (DNS), IP testing protocols, UNIX PERL scripts, tools and utility software that helped engineering departments reduce operating costs.

COMPUTER SYSTEMS SUMMARY

Software tools: Proficient in MS Word 2010, FrameMaker 6.0, Visio 2010, Adobe Acrobat, SnagIt. Experienced in Confluence Wikipedia, Excel, PowerPoint, Project, SharePoint 2013, Lotus Notes, and Google Docs. Familiar with Blueworks, RoboHelp, Savvion, Minitab Statistical.

Applications: ServiceNow (Fuji), SalesForce, Team Foundation Server (TFS), BMC FootPrints, JIRA, Confluence Wiki, Digital Fuel, CreateSpace, Kronos, Siebel, Telcordia Granite Inventory, Telcordia Network Engineer, MetaSolv, Pipeline, Remedy

Operating systems/platforms: .NET, Windows 7.0, XP, UNIX, IBM 370 MVS and VM/CMS, AS/400

Software development environments: ITIL, Agile (both using SDLC)

Product data management systems: Agile CM and SAP

Database familiarity: SQL/Server, Oracle and MS Access

Modeling: Object-oriented analysis, UML

Document encoding: SGML, HTML, XML (familiarity only)

CERTIFICATIONS AND TRAINING

Urban Lending Solutions University

IT Financial Security Compliance - 2015

.NET Basics - 2015

Bank of America Lending Compliance - 2015

Mortgage Document Processing – 2012

Wombat Security Training – 2017

Yellow Belt Certification – Lean Six Sigma – 2011

Cable/Broadband Basic Training – 2010

Operations Science Training – 2007

Savvion Business Process Modeling Training – 2007

KANSAS STATE UNIVERSITY – Manhattan, KS

Bachelor of Science - Journalism/Mass Communications

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