Technical Writer/Trainer
Resume:
Scott J. Hosonitz, ITIL v* & ITIL-SO
Alpharetta, GA 30004
******@*********.***
Summary of Qualifications
< Outstanding leader dedicated to fostering result-oriented
relationships with both internal & external customers
< Detail-oriented professional with close attention to deadlines and
capable of handling multiple projects and clients simultaneously
< Highly skilled at architecting business-critical documentation sets
for Fortune 500 clients
< Proven track record of successfully translating highly complex
material into user-friendly, comprehensible documentation by
effectively matching tone, style, and method of delivery to target
audiences
< Keen understanding of the entire software development lifecycle (SDLC)
including Agile and waterfall development methodologies
< Champion for clear and effective business requirements capture,
documentation, and management in order to increase operational
efficiencies that result in less software development re-work
Professional Experience
03/11 to present
Fiserv, Inc.
Senior Technical Trainer
. Assimilated Fiserv best practices for Change, Incident, Problem,
Knowledge, Service Request, & Work Order Management into the
Information Technology Infrastructure Library (ITIL) framework to
produce robust training curriculum and classroom instruction in order
to capture repeatable processes.
. Advised on process flow within the given Remedy toolset by utilizing
my business analysis experience to relate end-user needs to existing
business logic and systems architecture.
. Taught the Fiserv enterprise on all consoles of the BMC Remedy
software suite by delivering live instructor-led Training (ILT) in in-
person classroom settings and via Cisco WebEx.
. Designed and developed a voluminous catalog of technical curriculum
encompassing Quick Reference Guides, Job Aids, PowerPoint Training
Decks, Assessments, and certification policies. This included the
introduction of new templates, Cascading Style Sheets (CSS), and
content development.
. Trained entire staff of remote internal Help Desk located in Costa
Rica focusing on best practices for the BMC Remedy suite, internal
business practices, and Help Desk dynamics.
. Engineered a complete onboarding training package, which also included
an interactive online help system, for new hires to Fiserv.
. Instrumented a training curriculum and documentation set for Fiserv's
Data Center Transformation Strategy (DCTS), which enabled the
enterprise to consolidate data centers and integrate various business
units from multiple mergers and acquisitions (M&A's).
. Provided Tier I & II support for BMC Remedy software applications in
both training environments and higher environments up to and including
our production system and production databases. Acted as initial
point-of-contact (IPOC) for all Remedy students.
. Created learning path and certification approach in order to ensure
that end-users were proficient in understanding Fiserv business logic
& correlative processes and how that relates to overall operational
corporate hardware and software business drivers.
. Provided additional training on Digital Fuel & BMC Analytics to
maximize the value of the reporting and metrics available through the
BMC Remedy system.
. Held monthly Remedy Roundtable sessions to communicate the value of
the corporate system while serving as both the expert voice and face
to answer specific end-user questions.
09/03 to 10/09 Scientific
Games International
Manager, Business Analysis & Technical Documentation
. Managed a team of 10 technical writers and 4 business analysts with
responsibility for budget, P&L statements, hiring, firing,
recruitment, career pathing, software & hardware procurement and
overall tactical and strategic departmental vision, direction, and
strategies.
. Implemented policy changes that allowed conversion from Adobe
FrameMaker to RoboHelp and Microsoft Word resulting in greater team
collaboration and reduced production and shipping costs as well as
single-sourcing content.
. Earned credit and acknowledgement from the Open Group Technical
Committee for best practices (see
http://www.opengroup.org/naspl/uploads/40/11837/BP0601.pdf) with
requirements documentation, XML standards, and bar code specifications
for retailer accounting and point of sale.
. Oversaw all technical documentation deliverables for a 90-day lottery
roll-out for the state of Oklahoma making it the fastest start-up in
lottery history.
. Interacted with the Educational Services Manager to deliver quality
technical curriculum and on-site training using ADDIE and SCORM
methodologies.
. Wrote scripts, directed, and produced numerous training videos for
Scientific Games products and services that were used during best and
final proposal offers as well as videos loaded onto point of sale
retailer terminals.
. Key projects included lotteries for Pennsylvania, Connecticut, Mexico,
and Maryland.
Senior Technical Writer
. Led business analysis activities for the Icelandic Video lottery
including requirements capture, documentation, review, and management.
. Provided support to the Business Development Department by writing and
reviewing content for critical lottery jurisdiction RFPs.
. Acted as first point of contact for all documentation translation
needs.
. Participated on a number of Process Action Teams (PATs) during company
initiatives for NASPL (North American and State Provincial Lotteries)
and CMMI (Capability Maturity Model Integration) certifications.
. Served on executive committee for mergers and acquisitions during two
critical company acquisitions.
. Ensured technical documentation deliverables met compliance standards
for Sarbanes-Oxley (SOX), American Disabilities Act (ADA), W3C, and
Section 508
. Built on-line help systems for numerous lottery jurisdictions in order
to lessen Help Desk calls by making information quicker to access
using full text search capability and content grouping.
. Key projects included lotteries for Puerto Rico, Philippines,
Colorado, North Dakota, and New Mexico.
03/96 to 09/03
Predictive Systems
Regional Manager
. Oversaw all aspects of the Technical Publications Group of the
Southeast region:
V Led a delivery team that included 3 Junior Technical Writers and 8
Senior Technical Writers.
V Provided my staff with career pathing and development.
V Exceeded operational efficiency, employee morale, and client
satisfaction thresholds.
V Maintained accountability for the quality of all client deliverables
for the entire region.
. Wrote and reviewed numerous proposals (including a successful response
to an RFP issued by GE Capital ITS for a new Enterprise Management
System (EMS) Technology Design) for more than twenty different
clients.
. Wrote and reviewed technical biographies for numerous Predictive
Systems' employees from Performance Management, Network Management,
Information Security, Business Integration Services, and
Internetworking Technologies practice areas.
. Awarded Most Valuable Player for the third quarter of 2001 by the Vice
President of Major Accounts.
. Key client projects included BellSouth, Cbeyond, Cypress
Communications, Sony Electronics Corporation, Vox2vox Communications,
Scientific-Atlanta, iLeap.net, and Raytheon.
Principal Consultant
. Provided expertise on all aspects of technical writing, technical
editing, and documentation architecture for the entire Southeast
region (Virginia to Texas).
. Instructed network engineers on the fundamentals of effective business
and technical communications.
. Worked closely with Business Development Managers to outline project
activities and determine pricing for numerous proposals, Statements of
Work (SOWs), Request for Information (RFIs), and Request for Proposals
(RFPs), including two successful responses that won "Preferred Vendor"
status from a state technology agency.
. Wrote articles for internal corporate publications including monthly
periodicals and newsletters.
. Key client projects included AT&T, the University of Florida, Radian,
and Saudi Arabia Telecom.
. As the charter member, built the Technical Publications Group to
deliver on all technical publishing needs for Predictive Systems and
established the Technical Publications Group's operational processes,
procedures, and standards.
. Developed the Predictive Systems Style Guide and compiled the
Predictive Systems Technical Glossary to ensure consistency of
terminology for the company nationwide.
. Edited various Installation and Configuration Guides, User's Manuals,
Device Analyses, Administrator's Guides, Release Notes, and
Troubleshooting Guides for scores of clients.
. Conducted research on the operational functionalities of Electronic
Database Management Systems (EDMS) such as PCDocs, Documentum,
Interleaf, Filenet, and others.
. Translated technical manuals to portable document format (PDF) for CD-
ROM distribution.
. Designed and wrote marketing collateral including Service Offering
Data Sheets and Client Case Studies.
. Created and developed the Building a Network Operations Center Binder
for the CEO, which contained sample generic documentation that was
later used as a sales and business development tool by the Executive
Group, Business Development Managers, and others.
. Generated and reviewed more than fifty proposals and supervised the
development, generation, and assembly of large-scale Request for
Proposals (RFPs) for AT&T, Pacific Exchange (PCX), and Clark Atlanta
University.
. Assisted corporate attorney in the development and generation of
standard Non-disclosure Agreements, Master Consulting Agreements, Sub-
contractor Agreements, and other client contracts.
. Played a critical role in the review process, which helped to engineer
the execution of two major client contracts with AlliedSignal and
Nortel/Bay Networks.
. Key client projects included Unisys, Norton HealthCare, Louisville &
Jefferson County of Kentucky, Nortel/Bay Networks, and AlliedSignal.
Education & Professional Training
. Rutgers University: BA in English/Pre-Law
. Fairleigh-Dickinson University: ABA-Approved Certificate in Paralegal
Studies with Honors
. Completed Self-Study Course for Network+ and A+ Exams
. Completed Training Classes at CTEC Academy for MCSE 2000
. Completed Numerous Other Internetworking Technologies CBTs including:
V Data Communications: Networks and Standards
V Data Communications: Signals and Systems
V Networking Principles: Networking Technologies
V Networking Principles: Miscellaneous Protocols
V Networking Principles: Transmission Media
V TCP/IP Applications and Protocols
V TCP/IP Architecture & Routing
V TCP/IP Management: SNMP
V Cisco: Internetworking Overview
V Cisco: Router Configuration Basics
V Cisco: TCP/IP Addressing & Cisco Routers
. Studied several domains under (ISC)2's Certified Information Systems
Security Professional (CISSP) certification
. Currently studying Cisco Certified Network Associate (CCNA) Self-Study
Course
. Completed TeleLogic's "Writing Better Business Requirements" Seminar
. Completed IBM's "Business Requirements Management & Documentation "
workshop
. Completed Borland's "Continuous Process Improvement Initiatives"
Seminar
. Completed Jim Culver's "Delivering Effective Speeches & Business
Presentations" Seminar
. Attended "Being an Effective Leader" workshop presented by Jack Welch,
Stephen Covey, & Rudy Guiliani
. Certified in ITIL both in Foundations v3 & Service Operation
Tools
. Adobe Acrobat Reader, Writer & Distiller, PageMaker, FrameMaker,
Illustrator, and Photoshop
. Adobe RoboHelp, Doc-To-Help, & Madcap Flare
. ArborText Editor & Tagtool
. BMC Remedy
. Microsoft Office Suite (Word, Excel, Internet Explorer, Outlook,
OneNote, Power Point, Project, Publisher, & Visio), Binder, Front
Page, Picture-It, Works, and SharePoint
. Corel WordPerfect
. InfoMap & DITA Architecture
. HTML & XML
. Kaplan SST
. Lotus Notes
. Net X-ray
. Norton Utilities
. Paint Shop Pro, Full Shot, & Snag-It
. Trivantis CourseMill & Lectora
Available Upon Request
. References are available on www.linkedin.com at
www.linkedin.com/pub/scott-hosonitz/1/535/3a0.
Contact this candidate