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Technical Writer Information Security

Oak Park, IL, 60302
November 15, 2018

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Gloria Ryan


708-***-**** mobile

Summary of Qualifications

Business Analyst with standards, policy and procedure writing experience able to interact well at all organizational levels. Experienced in Agile, Jira, MS Office, Visio, SharePoint, Access, RoboHelp, CSS, Version One, Rally, InDesign, FrameMaker, and MS Project. Also, HIPAA, SSAE-16 SOC, SQL, SAP, Sarbanes-Oxley, COBIT, SANS, ITIL, ISO 17799 and 9000.

Work Experience

3/2018-10/2018 Beacon Hill Staffing Group Chicago, IL

(completed contract)

Client: Rush University Medical College

Business Analyst

Responsible for overseeing and developing initiatives relating to the design and implementation of Entrada, a learning management system that allows teachers, students, and curriculum managers a way to access, interact with, and manage information within the Rush Medical College environment.

Initiated process improvement activities, identifying gaps in business processes and documenting work process flows.

Team Lead for User Acceptance Testing. Developed test plan and test scripts.

Created user stories and issues in Jira. Track and assign issues for team sprints.

Skills: Agile, Jira, MS Office, Visio.

9/2017-2/2018 CSI Healthcare IT Chicago, IL

(completed contract)

Client: Northwestern Medicine

Visio Business Analyst, EPIC implementation

Business process improvement of manual and automated Revenue Management business functions in preparation for EPIC EMRS upgrade. Documented current processes and systems, created requirements for new processes, developed use cases, and managed requirement changes.

Skills: MS Office, Visio, Agile



Agile development practices, Agile requirements foundations, Agile project management foundations, API documentation with JSON and XML.

5/2013-12/2016 HCSC Naperville, IL

Health Care Service Corporation

Lead Business Analyst - Retail Programs Oversight

Developed and streamlined process for the Retail Business Rules Database Project within Service Delivery Operations, Retail Markets. Expertise with the federal Affordable Care Act (ACA) business rules for the retail line of HCSC business. Promoted to a permanent employee role within the Retail Programs Oversight Division. Team Lead for enterprise-wide implementation of a 3000+ Retail Business Rules Database.

Owned and implemented the process to govern content management for the Retail Business Rules Database. Worked with subject matter experts across the Retail Division to document business practices in business language, implementing HIPAA and SSAE-16 SOC standards.

Developed standards and best practices for content creation, publication, and maintenance and socialized with team and stakeholders.

Implemented changes and controls, ensuring the forecasted financial outcome.

Trained internal business customers when implementing changes.

Elicited business requirements through facilitating meetings with Finance, Membership, and Enrollment to create and update retail business rules.

Led Retail Programs Oversight teams, especially Internal Audit and Compliance to implement solutions, changes and controls across HCSC per HIPAA, PHI, and SSAE-16 SOC standards. Managed change process and communicated to team and stakeholders.

Planned and executed test plans and test cases. Collaborated with User Acceptance Testing (UAT) group.

Authored and created artifacts such as business rule standards and socialized with team and stakeholders.

Retail Rules Team Lead and Project Manager for preparing business rules templates for HCSC’s filings with the Centers for Medicare & Medicaid Services (CMS). Negotiated business requirements with stakeholders to complete template filings.

Skills: MS Office, Visio, SharePoint, MS Project, Agile.

3/2011-4/2013 Exelon (ComEd) Oak Brook Terrace, IL

Technical Writer –Identity and Access Management

Technical Writer for ComEd Real-Time Access Management and North American Electric Reliability Corporation (NERC) Compliance teams.

Managed Access Management through the design, implementation, and integration of NERC policies. Activities included online help, awareness and training, process improvement, access controls, information mapping, and audit coordination.

Gathered requirements and developed process flows and other charts pertinent to access management. Provided training, oversight, and guidance for all professionals who required access to NERC systems. NERC and FERC certified.

Skills: MS Office, Visio, SharePoint, MS Project, RoboHelp, HTML, CSS, Acrobat Pro, Remedy.

8/2010-12/2010 Deloitte Chicago, IL

Technical Writer - RoboHelp

Led the conversion of MS Word help documentation to RoboHelp 8.0.

Produced RoboHelp files for on-line and offline content packages, as required for the deployment team of the Office of Information and Management, which oversees end user training development and delivery.

Skills: RoboHelp, HTML, CSS, Snagit, Word, Visio, Power Point, MS Project.

3/2010-7/2010 Vistex, Inc. Hoffman Estates, IL

(Ryan Technical Writing & Associates)

Senior Technical Writer/Business Analyst

Created online help system for embedded SAP R/3 add-on modules developed by Vistex.

Performed gap analysis of training program and help system. Proposed and developed improvements to training courseware and help system. Developed and managed UAT. Directed rewrite of online help system.

Skills: SAP, RoboHelp, Word, Visio, Power Point, ITIL.

11/2009-2/2010 Multiple Clients Oak Park, IL

(Ryan Technical Writing & Associates)

Senior Technical Writer

Created proposals and RFP (Request for Proposal) responses.

Clients included: Trumpet Networks and Arias Information Solutions, Inc.

Skills: MS Project, Access, Word, Visio, MadCap Flare, Power Point, ITIL.

5/2009-10/2009 Terra Technology, LLC Schaumburg, IL

Senior Technical Writer

Created documentation deliverables for the leading provider of demand sensing and inventory optimization solutions for consumer products industries. Wrote Release Notes, Installation Guides, User Guides, System Admin Guides, and Configuration Manuals.

Skills: Word, Visio, Power Point, Subversion, Oracle 9i and 10g.

8/2007-4/2009 Cleversafe, Inc. Chicago, IL

Documentation Manager

Created documentation process in an Agile environment. Collaborated with software development teams to turn product information into customer-facing content. Wrote release notes, technical references, user documentation, and white papers.

Skills: Word, Visio, MS Project, MadCap Flare, Rally, JIRA, VersionOne, Agile.

2/2007-7/2007 ABN AMRO Bank Chicago, IL

Technical Writer -Cyber Security

Global Cyber Security Transformation Project

As a KYC/AML team member, produced global documentation standards in collaboration with North American policies and standards.

Developed relationships between North American teams and global team to elicit areas of concern regarding information security.

Negotiated with stakeholders to reach agreement on security standards.

Project deliverables included the following:

Information Security Manual (ISM)

Implementing global procedures into North American region.

Skills: Word, Visio, InDesign, Acrobat Pro, MS Project, Excel, PowerPoint.

7/2006-1/2007 U.S. Cellular, Inc. Chicago, IL

Technical Writer – Cyber Security

Key member of enterprise-wide Cyber Security Program, working with Information Security Director to develop a Cyber Security Documentation Program.

Skills: Word, Visio, MS Project, Excel, ISO 17799, COBIT, SANS.

11/2005-6/2006 Exelon Corporation Chicago, IL

Technical Writer –Cyber Security

Security Event Monitoring (SEM) for Exelon’s Sarbanes-Oxley initiative. Developed strategies for addressing audit findings, documentation, and remediation.

Conducted requirements gathering meetings and documented user requirements.

Produced a set of Sarbanes-Oxley documents including:

Configuration Compliance Procedure

Access Attempt Violation Procedure

Elevated Privilege Procedure

White list Procedure

Other deliverables included executive summaries, Power Point presentations, project charter, proposals, and documents specific to resolving audit findings.


Skills: Word, Visio, Excel, Sarbanes-Oxley, COBIT.

University of Illinois at Champaign-Urbana

Bachelor of Arts, English


Society for Technical Communication, Chicago Chapter


MS Office Suite, Excel, Visio, Jira, Sharepoint, MS Project, Acrobat Pro, MadCap Flare, RoboHelp, InDesign, PRISM, SAP, Agile Software Development Technology, Access, PowerPoint, SQL, Documentum, COBIT, SANS, ISO 17799, ITIL, Information Mapping.

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