Technical Writer Information Security

Sneads Ferry, NC *****

919-***-**** www.linkedin.com/in/gaylenk

**********@*****.***

GAYLEN KIRKWOOD

PROFILE

Experienced Analyst and Technical Writer recognized for an innovative ability to speak with experts from all areas, interpret and convey knowledge to others, including high level management, finance, IT, and end users.

SKILLS AND QUALIFICATIONS

Profoundly accomplished ability to communicate with technical resources, end users, and upper management and create agreeable goals, requirements, and key performance indicators (KPIs).

Expansive analyst capabilities including Black Belt Six Sigma (and Lean), ITIL, SCRUM, Agile and PMP training and certifications

Exceptional documentation skills for highly technical documents, workflows, detailed SOP’s and user manuals

Expert level knowledge of MS Office products including Visio, and Project

Detailed knowledge of multiple document repository systems including Documentum, MS SharePoint, multiple cloud and custom systems

Extensive experience writing for a regulated environment including specifically knowledge of ISO 9000 and ISO 27000 publication standards and controls

Extremely familiar with working in a global environment using Skype, WebEx and other collaborative tools

EXPERIENCE AND EXPERTISE

GLAXOSMITHKLINE, RESEARCH TRIANGLE PARK, NC

IT Business Partner, Worldwide Real Estate & Facilities (2013-2018)

Senior Process & Service Improvement Consultant, Information Security (2009-2013)

Senior Project Manager, Personal Computing & Access Management (1995-2009)

TECHNICAL WRITING

Wrote and managed documentation including requirements, test cases, test plans, SOP’s and user manuals for significant number of Global validated IT projects from initiation through to closure.

Defined and managed Facilities Maintenance Project to ensure all developer and online articles and links for Help Desk services for Facilities service calls such as lighting, temperature, bathrooms could be retrieved quickly

-Decreased number of documents from 17,000 to 1,800

-Consulted with owners to ensure content was accurate and current

Managed global teams and created documentation for multiple Information and Security Access (ISA) projects including policies and processes

Designed document standards, processes and templates with MS Word macros, help and style guides for ease of use and standardization.

Responsible for documentation plans, change management, testing, and QA, for software lifecycle for security and facilities including GDPR changes

PROJECT MANAGEMENT

Directed Design, Architecture and Implementation of AspenTech Manufacturing Services for Facility Maintenance in Upper Providence and Upper Merion, PA

-Ensured all documentation was planned and created for validation to prevent incidents arising from FDA, local government, and internal audits

-Primary author for large portion of the IT documentation

Designed and implemented security information and event management (SIEM) monitoring and management tool for global IT and Site Security services.

Managed and coordinated portfolio for global Security Access (ISA) projects

-Developed Service including Security, Legal and other outside groups including documenting detailed processes with agreement from all process owners

Coordinated multiple security projects as moved through global IT pipeline including encryption, data loss prevention and escalation processes.

EDUCATION

APPALACHIAN STATE UNIVERSITY, BOONE, NC,

Bachelor of Science

Major: Communications

Minors: Business Administration and Electronic Engineering

NORTH CAROLINA STATE UNIVERSITY, RALEIGH, NC

Information Technology Studies Certification

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