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Business Analyst / Technical Writer

Location:
Burlington, Connecticut, 06013, United States
Posted:
April 18, 2018

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Resume:

J

eannette F. Kullgren Technical Writer & Business Systems Analyst

Business Software Documentation ~ Technical Leadership ~ Committed to Success

A Technical Writer and Business Systems Analyst with over 30 years of experience driving systems improvement and documentation support to national and international organizations of all sizes. With a solid understanding of technological infrastructure and excellent writing abilities, delivers effective documentation methodology. Excellent at planning and implementing structural changes and training for seamless integration of new technologies. A keen ability to translate complex information into usable language to support organizational goals.

Areas of Expertise include:

Business Systems Analysis

Training Documentation

End-User Support

Technical Writing

Software Analysis

Organizational Analysis

Planning & Development

Process Improvement

Technical Support

Experience & Notable Contributions

Pratt and Whitney East Hartford, CT October, 2017 December, 2017

Technical Writer

Provided documentation support to the IT Infrastructure Team.

Key Contributions:

Designed a Sharepoint site with information geared toward new infrastructure employees.

Evariant Farmington, CT September, 2016 February, 2017

Technical Writer

Provided documentation support to the Implementation Team.

Key Contributions:

Documented installation processes, as well as various internal updates to client systems.

Travelers Insurance Farmington and Hartford, CT 2000 December, 2015

Business Systems Analyst

Provided support to Marketing, Underwriting, Account Management and IT departments with analysis and testing of technology infrastructure and software applications, including both policy writing and underwriting applications.

Key Contributions:

Business System Analysis: Served as liaison between end users and IT in both Agile and Waterfall environments to determine business requirements for Insurity’s policy writing system, wrote technical specifications and user stories, presenting them to the product owners and technical staff, to resolve any discrepancies. Followed the requirements to their completion with daily meetings and conference calls, testing the final results. Performed ongoing documentation tasks as well as final release notes for end users upon completion of each iteration.

Implemented three policy writing systems, analyzing user requirements, writing technical specifications, providing employee training and end-user documentation to ensure seamless technology changes. Wrote the user manuals used in training classes at company branches throughout the US and delivered the training to a variety of users, including marketing, user support, and data entry personnel.

Quality Assurance: Provided telephone as well as direct support to users of the systems. Analyzed the problems, determined the cause, analyzing the xml data, reports, and rating results produced by the system. Produced requirements and followed them through to successful completion. In addition, used HP’s Quick Test Professional software to produce a suite of more than ninety test cases for all lines of insurance.

Implemented and administered WCPOLs, which produces strictly formatted files of policy information to be sent on an ongoing basis to various insurance bureaus. This involved mapping xml data produced by the system to the final formatted files and preliminary testing of files with bureau IT personnel. The administration aspect of this process included daily troubleshooting of problems.

Independent Consultancy Farmington and Hartford, CT 1996 2000

Contract Writer, Training & Business Analyst

Delivered independent professional services for various clients including Symmetrix, Inc., Lexington, MA, Travelers Insurance, Hartford CT, and Discover Re Managers, Farmington, CT.

Key Contributions:

Provided business and software analysis providing professional recommendations for technology upgrade and process improvement based on business specification and client goals.

Delivered technical writing products and support services based on client needs including drafting and updating user documentation, developing training programs, and providing on-line help content.

Structured Computer Systems, Inc. Avon, CT 1983 1996

Senior Technical Writer (1992 1996)

Oversaw the consistent and efficient development of all documentation methodology for sales, marketing, QA, help desk and technical staff, as well as client base. Created and developed system and user support documentation.

Key Contributions:

Maintained all user and technical documentation for a large purchasing, materials management, and accounts payable application.

Incorporated programming changes into user manuals, training materials, and implementation plans on an ongoing basis, keeping abreast of new technology and its impact on the application.

Wrote release documentation and conducted internal training classes to keep staff up to date on recent system development.

Documentation and Training Director (1983 1992)

Provided team supervision and technical leadership for the development, publishing and distribution of software documentation on applications supported by the company. Created and designed software documentation including product overviews, user information, and training literature, and helped clients implement training and appropriate workflow for international clients.

Key Contributions:

Managed and executed the implementation of a purchasing/accounts payable system consisting of 800 programs and 400 data files in large corporate environments.

Designed and executed more than thirty unique plans which involved assessing client needs, educating management in the application’s options and capabilities, and determining the most effective use of the system in the client environment.

Effectively assimilated the requirements of user departments during the training phase in order to aid the management team in creating an efficient work flow.

Conducted training classes in-house and at client sites throughout the U.S., Canada, and United Kingdom. Clients included the United Nations, American Museum of Natural History, Citicorp Savings, Liberty Mutual Insurance, United Jersey Banks, and GTE.

Other Professional Experience

FREELANCE WRITER, Independent Contracts

VICE-PRESIDENT, CO-OWNER, TECHNICAL WRITER, Software Systems, Inc., Marlborough, CT

DEPARTMENT CHAIR AND ENGLISH INSTRUCTOR, Regional District #11, Chaplin, CT

ENGLISH INSTRUCTOR Grades 9-12 Bridgeport Public Schools, Bridgeport, CT and Lebanon Public Schools, Lebanon, CT

Education

MA – English

University of Bridgeport Bridgeport, CT

BA – English

Connecticut College New London, CT

Diploma in Business Computer Programming

Computer Processing Institute East Hartford, CT

Other Relevant Training:

Curriculum Development Graduate-level Coursework (6 cr. hrs.) Eastern Connecticut State University Willimantic, CT

Computer Science Coursework University of Connecticut, Storrs, CT

Agile Methodology Coursework Travelers Insurance, Hartford, CT



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