Quality Assurance Customer Service

R ESU M E

MARGARET KUMAGAI

***** ******** **** **., #***, Northville, M I 48167/ TEL: 630-***-**** (Cell)/ email:

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

Summa ry

I am an experienced professional Project Coordinator and Technical Writer with a 14- year t rack record

of exceptional contributions in the areas of Requirement Gathering for User Guide writing, Training,

Compliance, Disaster Recovery, RFP’s, and Quality Assurance.

S kills

• Microsoft Office Suite (Word, PowerPoint, Excel, Project,

V isio)

• Dedication to Customer service

• Project Management

• Test Director

• Microsoft Project

• HTML

• WCM

• SnagIt

Experience

April 2013 – October 2013

Computer Resource Solutions (CRS)

Hoffman Estates, I L

Technical Writer (for Sears Holding Corporation)

• Improved the quality of more than 8,000 migrated help desk solutions in an IBM ticketing

application called SUCCEED.

• Ensured that each owner escalation path was correct in all solutions

• Ensured Knowledge Owner information was present in the administration section of solutions

• Verified the workability of all cross reference links within solutions, and fixed broken links

• Corrected all formatting errors, per the established template

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• Maintained a spreadsheet to track the status of solution clean-up completion

• Reformatted Knowledge Management support documents, as requested

November 2012 – March, 2013

TEKsystems

Downers Grove, I L

Technical Writer (PNC Mortgage Bank)

• Converted online help documentation from RoboHelp to Web Content Manager (WCM)

• Managed the multi-level approval process of as many as ten policy and procedure documents

assigned to me at one time

• Managed content on SharePoint

• Peer reviewed colleagues’ documents prior to publication

• Maintained 2 separate t racking spreadsheet on the status of all assigned policy and procedure

documents

• Conferred via phone and internet with subject matter experts (SMEs) on process clarification

• Conducted application audits to prevent and monitor unauthorized access to the company’s

network

November 2006 – October 2012

Allstate I nvestments, L LC

Project Coordinator/Technical Writer Northbrook, I l

• Created Business Process Review documents (including Visio process workflows)

• Created Test Case using Test Director

• Updated policies and procedures to comply with both Sarbanes Oxley and Dodd Frank

• Conducted research, performed analyses, and completed process f low documentation to provide

i nsight into processes and integration points

• Produced release notifications

• Worked closely within Business System Analysts/SDLC/ITIL

• Organized and maintain all Quality Assurance (QA) documentation on SharePoint

• Created detailed step-by-step Hosting Infrastructure Deployment procedures linked to a

Request

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Center designed to eliminate delays in project completion in the Architecture Department

• Created governance and deployment user guides that support an initiative that I helped to

create in order to better manage server orders and cut costs

• Volunteered to do a 6-week audit of applications and login ID’s that were no longer

used by the Investment Department

• Disaster Recovery project work as part of the Compliance Department

• Produced Technology and Architecture standard operating procedures that defined a

standard set of layered solutions that were leveraged to host applications, i.e. UNIX, Windows

V irtual and Windows Shared

• Documented all existing Investment department processes and procedures for a disaster

recovery project

• A total of one year’s experience creating Use Cases

June 1997 – October 2006

DeV ry University

Registrar/Technical Writer Oakbrook Terrace, I l

• Provided academic advising services to undergraduates in all North American campuses

• Registered students for courses appropriate to their degree programs

• Evaluated undergraduate progress toward graduation

• Supplied VA verification on demand

• Planned bi-annual graduation ceremonies

• Provided Financial Aid advice and information to students

• Generated and mailed final grades

• Wrote training materials for the Student Services department

• Lead a group of 12 DeVry and Keller Graduate School of Management Registrars in

documenting current and future state processes and procedures

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E ducation

Governors State University Bachelor of Science in Psychology (1979)

University Park, I L

Sophia University Certificate in Conversational Japanese (1983)

Tokyo, Japan

References provided upon request.

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