Quality Assurance Customer Service

Lori Y. Woods

216-***-**** - **********@*****.*** - www.linkedin.com/pub/lori-woods-ma/5/6aa/999/

Seeking to further my career in a Business Analyst role. Astute professional and strategic thinker with requirements gathering,

data mapping, documentation and leadership experience. Conceptualize and see projects through to completion. Strong

analytical, critical thinking and problem solving skills. Team player with a strong customer service focus. Driven to deliver results,

take accountability and ownership of work, while proactively striving for continuous improvement.

CORE COMPETENCIES

COMMUNICATION SKILLS CONTENT IDEATION COST-REDUCTION INITIATIVES DOCUMENTATION MANAGEMENT

EDITING/PROOFREADING LEADERSHIP PRESENTATION PROJECT MANAGEMENT PROCESS IMPROVEMENT PROOFREADING

REQUIREMENTS GATHERING TEAM BUILDING TECHNICAL W RITING TRAINING/FACILITATION W ORKFLOW PRIORITIZATION

Business process management and customer requirements gathering and translation to specific software requirements.

Continuous process improvement, re-designing of business processes, creation of policies and procedures, and

implementation.

Functional and business requirements gathering, analyzing, and documenting for internal and external customers.

Group facilitation, interviewing, training, and other forms of knowledge transfer and management.

Internal/external liaison services to management and technical staff.

Knowledge of common business process/workflow concepts and approaches.

Knowledge of reengineering methodologies and principles, and process modernization projects.

Process improvement recommendations and implementation.

Situational issue identification, follow through, resolution, and post-resolution analysis.

Technical knowledge coupled with business intelligence and ability to understand customer's needs.

Translation of customer business requirements to software requirements.

EXPERIENCE

PHASEONE CONSULTING GROUP, ALEXANDRIA, VA (REMOTE) 12/12 – PRESENT

FUNCTIONAL ANALYST (CONSULTANT) - VETERAN’S AFFAIRS HEALTHCARE SYSTEM

Functional Analysis

Gather project requirements, maintain files, and perform software quality assurance testing.

Interact with leadership and cross-functional teams, as well as participate in task and information sharing.

Manage multiple projects.

Update and enhance existing SharePoint sites.

W ork with business managers and senior leadership to implement content or communication plans that address business

needs and goals, as necessary.

Business Analysis (Remedy Software)

Provide 1st level support for the Veteran's Affairs Healthcare System environment and Event Management medical software.

Provide application support, as well as support including incident and request resolution.

Provide end-user communications in support of incident/request resolution.

Review incoming tickets to the team’s Remedy queue and ensure correct categorization and team member assignments.

Technical Communications

Develop, revise and edit management systems documentation.

Facilitate communications between customers, SMEs and technical staff.

Perform peer reviews and publish documentation to SharePoint sites.

PHILIPS HEALTHCARE, 04/05 – 11/12

LEARNING PRODUCTS DEVELOPER, BOCA RATON, FL – 2011 - 2012

SENIOR TECHNICAL WRITER, HIGHLAND HEIGHTS, OH – 2005 - 2011

Project Management and Business Analysis

Analyzed application defects to determine if they fall within scope of project requirements.

Communicated effectively with clients to identify needs and evaluate alternative business solutions.

Ensured team compliance with organizational style guidelines and standards, along with participating on employee

committees to evaluate internal issues and share cross-functional information.

Interacted with many players including Subject Matter Experts (SMEs), business managers, senior leadership and cross-

functional teams to coordinate and negotiate efforts.

Performed research to gather business and project information.

Liaised among product managers, project leaders, and associates to determine clinical documentation requirements for

products while keeping projects on track and eliminating all roadblocks.

EXPERIENCE (CON’T)

Performed project management tasks, including making sure that all documentation-related projects were performed

accurately, met quality assurance standards, and client deadlines.

Reduced costs, enhanced efficiency, and improved and simplified documentation delivery by establishing key standards,

along with developing plans and layouts for taking hard copy to electronic formats.

Utilized content ideation, presentation, and planning skills while working on various projects.

Technical Documentation

Created end-user clinical documentation, print and online help, for Computed Tomography (CT) scanners and software and

Event Management medical application.

Developed English-language content optimized for translation to multiple languages and verified accuracy and localization.

Steered the writing, revision, and editing of end-user clinical documentation while efficiently balancing multiple projects and

deliverables to meet strategic goals.

Utilized information architecture, single sourcing, Adobe Technical Communications Suite and various software to produce

quality print and online help documentation.

OHIO SAVINGS BANK (SAPPHIRE TECHNOLOGIES), CLEVELAND, OH – 12/03 - 02/05

CONTRACT TECHNICAL WRITER

TECHNICAL WRITING

Authored CBS test scripts and wrote online help procedures for Branch Operations Online Knowledge Source.

Contributed analytical abilities toward writing test scripts, policies, and guidelines for transition to a new banking system, including

coordinating training and testing information, and creating on-line help systems.

Led targeted processes for accurate creation and publication of documents and change requests.

W rote end-user policy and procedures for mortgage lending products, in the Methods and Procedures department.

ONLINE HELP DEVELOPMENT

Developed and maintained Windows and HTML online help using authoring tools for Mortgage Operations.

Developed and maintained content for Intranet sites.

ERNST & YOUNG (KELLY SERVICES), CLEVELAND, OH – 04/03 - 07/03

CONTRACT SOFTWARE TESTER

Drove operations growth for the Center for Business Knowledge by creating product specifications and performing quality

assurance testing on (K-Web) application, including following test scripts, creating test cases, and documenting findings.

PPI TECHNICAL COMMUNICATIONS, INC., SOLON, OH – 03/00 - 04/03

PRODUCTION ASSOCIATE/EDITOR

Created style guides, editing standards, and departmental procedures while using key publishing systems.

Delivered consistent on-budget and on-time projects.

Exhibited dynamic prioritization and organizational skills to successfully drive multiple projects and technical communications

for various high-profile clients (e.g., Philips Medical Systems, General Motors (GM), Swagelok, Panther, TRW, and Timken).

Maximized efficiency by converting engineering drawing files from AutoCAD to QuickSilver, FrameMaker, and Microsoft Word,

along with creating and maintaining archival systems and documenting processes.

Performed all facets of desktop publishing, rebranding, formatting, documentation layout/design, and graphic placement; created

and maintained FrameMaker templates; and created indexes and tables of content.

RESPONSIVE DATABASE SERVICES, INC., BEACHWOOD, OH – 07/94 - 11/99

EDITORIAL ANALYST

Analyzed print media for trends and timely news to include database products, summarized jargon-heavy trade articles into easy-

to-understand abstracts, and edited abstracts to minimize database error rates.

Demonstrated solid multitasking skills and created summative abstracts of articles taken from various industry publications for

the research databases, such as Business & Industry database (B&I) and Women’s Issues database (CWI), as well as editing

for diverse Business and Management Practices database (BAMP).

EDUCATION

Master of Arts in Organizational Leadership (Graduate Certificate, Servant Leadership) 5/09 - GONZAGA UNIVERSITY (WA)

Bachelor of Arts in English (Scientific & Technical Communications) 5/94 - BOWLING GREEN STATE UNIVERSITY (OH)

COMPUTER SKILLS

Adobe Technical Communications Suite; Acrobat Pro, Framemaker, Photoshop, Robohelp, Snagit, MS Office; Excel, Powerpoint,

W ord, Visio, MS Project, Outlook, Lotus Notes, Remedy, Sharepoint

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