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Technical Writer Data Analyst

Hatboro, Pennsylvania, United States
July 16, 2019

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Constance Kyriacos

*** **** **** ****

Hatboro, Pa. 19040



Versatile Technical Writer with experience in pharmaceutical, healthcare, Medicaid, finance, telecommunications, engineering, insurance call centers, and hospital systems. Areas of expertise include technical writing, content management, requirements gathering, business analysis, software testing and training, and previous software development experience. Effective communicator that can manage multiple projects, meet all deadlines, plan and participate in meetings with stakeholders, development teams and subject matter experts. Familiar with both Agile and Waterfall methodologies (SDLC) and, participated in daily Scrum meetings with development teams.

Software: MS Word, Visio, EXCEL, PowerPoint, Content Management Systems, Adobe Acrobat, Captivate, Information Mapping, EPIC (XML), RoboHELP, SnagIt, Lotus Notes, Amplify, RightNow, Life Library, Outlook, Microsoft Team Foundation Server (TFS), Jira

Databases: SharePoint, Oracle, SQL, Bugzilla, E-Room, Document and Software Management, Clarity

Platforms: Salesforce, Microsoft Cloud

Methodologies and Models: Agile and SDLC, ISO 9000 quality management standards


Prudential, FT. Washington, PA 6/2018 – 4/2019

Consultant/Technical Writer and Data Analyst

Wrote process requirements and SOPs that were used to produce client takeover data. Analyzed data to verify accuracy. Conducted UA testing of the PruPassages and the Employer Data Exchange disability and absence processes for Group Insurance.

Produced requirements for the Liaison development team and developed test cases for the Absence Takeover Catchup year end process.

Met with stakeholders in the Disability Claims division to analyze the business need and discuss process changes. Gathered requirements, conducted document reviews and tracked progress.

Amplify was used to setup client files for automatic monthly processing.

State of New Jersey, NJ 3/2017 – 3/2018

Consultant/Technical Writer

Wrote the Concept of Operations Manual, training, the training plan and requirements for the new application. Gathered and maintained project documentation artifacts, including detailed user requirements documents, flowcharts, diagrams, use cases, system documentation artifacts for compliance with the CMS Centers for the Medicare and Medicaid Services Eligibility and Enrollment Checklist

Produced requirements and specifications used to develop the online applications included in the Integrated NJ FamilyCare Eligibility System which, facilitated the Medicaid application process. Designed wire frames for the online screens. The project involved automation of the paper application process and implementation of E-Delivery processes.

Participated in weekly stakeholder meetings to discuss modifications, legal impacts and explore potential solutions with the development team. Used Jira to write Use Cases to support system modifications and produced workgroup meeting notes for the team. Generated issues reports in Jira. Development was conducted utilizing Salesforce Government Cloud. This environment provided tracking of clients’ profiles, changes, updates and Medicaid status.

Johnson & Johnson, Spring House 9/2016 – 1/2017

Consultant/Business Analyst and Technical Writer

Wrote a functional specification for Study Planning Software PDMS (Pharmaceutical Development & Manufacturing Sciences) used to track pharmaceutical development and expenses.

Wrote UI Improvement user stories and logged bugs found during testing. They were documented and tracked on the Microsoft Team Foundation Server (TFS).

Worked on the User Community Tool (UCT) which provided a single user interface for functional planners to manage planning workflow (i.e. Work Requests, Change Requests, and Resource assignments, Study Approvals, Messaging and Compliance.

Attended and participated in Scrum meetings and followed all facets of the Agile Delivery Process. Reported daily progress on user stories, application testing and UI documentation. Conducted analysis of Discovery Sciences (DS) planning application in SharePoint used to set up and create research studies. Wrote documentation and participated in smoke testing after releases.

Prudential, FT. Washington, PA 9/2013 – 12/2014, 6/2015 – 8/2016

Consultant/Technical Writer

Worked with Knowledge Management and was responsible for documenting and implementing the review process used to write SOPs for the Group Insurance division.

Converted requirements into SOPs that were used by the training staff to train the Call Center, Customer Relations and Offshore personnel.

Created Process flow diagrams using Visio and wrote Requirement Documents for enhancements of existing products.

Met with stakeholders in the Group Insurance and Disability Claims division to analyze the business need and discuss process changes. Set up meetings with SMEs to gather requirements, conduct project reviews and track progress.

Health Management Associates HMA, Naples, FL 5/2013 – 9/2013

Consultant/Technical Writer

Met with subject matter experts to gather requirements and wrote a systems requirement document about hospital admitting/discharging applications for the development team.

Analyzed programs to determine the system functions and data structures for the front and back end applications of this system.

The requirement included all aspects of hospital patient care such as, system configurations, admissions and registration, discharge functions, patient billing, medical records, charts, order entry and dietary, MDR, physician assignments, reporting, etc. Requirements were stored in SharePoint.

RAM, Dresher, Pa 7/2010 – 3/2013

Consultant/Technical Writer

Wrote online help procedures and training for the medical claims system and designed an intranet website to store all the training and systems documents. Conducted needs analysis and wrote project plans. Responsible for analysis and testing of the application.

Wrote enhancements for a health insurance medical claims processing system. This system encompassed all aspects of healthcare claims such as Benefits, Provider, Customer Administration, Utilization ICD-10, EDI, Billing, Authorizations, Taxonomy, Subrogation, Reporting, etc.

Alcatel-Lucent, Bell Labs, Whippany, NJ 5/1998 – 12/2009

Senior Information Developer

Accountable for researching and writing training, installation, OA&M, and system maintenance documents for the CDMA Wireless organization using EPIC/XML and FrameMaker/SGML software and, designed an online help system using RoboHELP. Responsible for schematics and hardware graphical formats used in the documents. Processed change requests that were issued by the development team. Organized and conducted reviews with the appropriate subject matter experts and traveled to the installation test sites.

Met all deadlines for FOA installation and hardware testing. Wrote installation and site prep documents for RRH Remote Radio Head and the d2U Distributed Base Station hardware for Japanese customers.

Designed prototype for the Remote Maintenance Tool (RMT) using RoboHELP HTML development software. Subsequently, developed the new system used by the RMT software development team in conjunction with the interactive RMT test application. This product was globally distributed.

Ensured the implementation and software integration went as smoothly as possible. Provided support and assistance for the RMT test application and, wrote test plans for the developers.

The RMT project was sent to China. Continued to support the project from the U.S. Attended weekly meetings and interfaced with the international development and product management teams. Planned and hosted meetings with subject matter experts to discuss new features.


Business Analysis Certificate, Pennsylvania State University Abington College, Pa

Diploma of Computer Programming, Devry/Chubb Institute, NJ

BA, Major: History, Minor: English, Hunter College, NY

Security Clearance

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