SUSAN HOLBROOK

Technical Writer / Business Analyst

acqsoq@r.postjobfree.com - 801-***-****

Work Experience

Business Analyst/Salesforce Consultant, Valley Behavioral Health, Salt Lake City, UT (8/14-9/14)

Business Analysis and Development: Created a compliance program, using Salesforce for the management of grants, including the tracking of grant compliance requirements, spend and spend match; Trained grant writing personnel on use of Salesforce to manage grant opportunities and run reports.

Proposal/RFP Manager, Varsity Facility Services, Salt Lake City, UT (4/12-7/14)

Business Development: Interpreted RFP’s, RFB’s, RFI’s and RFQ’s; Organized and lead response group; Conducted response coordination meetings; Interfaced directly with customers; Worked with operations personnel to close deals, Conducted market research, Created materials for marketing campaigns

Proposal Development: Managed Salesforce proposal pipeline, including processing up to 117 proposals per year from RFP to proposal; Wrote new material for proposals; Customized existing marketing collateral for use in proposals; Created a proposal snippets library; Created presentation materials and case studies

Reporting: Analyzed competitor proposals; Created a probability/desirability matrix for prioritizing bids; Utilized multiple online procurement sites; Organized data for quarterly and year-end reporting

Significant Stats: Increased win rate by five percent (25%-30% win rate); Maintained a 65%-73% short-list rate; Doubled production on proposals submitted; Significantly increased revenue from proposals submitted

Major Projects: Completed a 170+ questionnaire response for Fortune 500 Company, Managed production of up to nine proposals in ten business days, Completed two RFI and RFP responses for major express delivery company

proposals in ten business days, Completed two RFI and RFP responses for major express delivery company

Technical Writer / Business Analyst, Morgan Stanley Smith Barney, Draper, UT (1/12-2/12)

Program Analysis: Documented the use of a DOS program used for the opening of client accounts; Created test scenarios; Conducted end-user testing

Reporting: Worked with other analysts who were documenting programs that interfaced with the DOS management program

Significant Stats: Completed the contract four months ahead of schedule

Significant Projects: Wrote and edited 65 page manual for use by new client representatives unfamiliar with DOS-based programs.

Business Analyst, Sumaria Systems Inc., Layton, UT (9/10-9/11)

Program Analysis: Documented the work of all software team members; Created test scenarios; Conducted software testing using procurement scenarios, conducted end-user testing

Reporting: Worked with focus group on Federal Acquisition Regulation compliance testing

Significant Stats: Obtained a Confidential Clearance; Attended over 50 hours of federal procurement training; Completed project several months ahead of schedule

Significant Projects: Created a 250+ page manual for the maintenance of proprietary Air Force Logistics procurement software, ACPS; Learned how to program Federal Acquisition Regulation (FAR) updates into software; Updated and Maintained the FARSite while web master was in hospital

Instructor, English Department Weber State University, Ogden, UT (9/97-1/09)

Curriculum Development: I taught lower and upper division composition courses and was approved by the WSU IRB to conduct my dissertation research at Weber State; I developed detailed rubrics that I used for teaching literacy concepts, peer reviews, as well as assessment

Skills and Strategies Training: I also taught an academic strategies course for the Upward Bound program

Student Services: I often had courses where there were up to 12 students from the Women’s Resource Center

Significant Projects: I completed a chapter on the use of problem-based learning activities in the teaching of narrative strategies that was used by Prentice Hall Regents

Significant Accomplishments: I was consistently rated as one of the most desirable composition instructors according to the student evaluations performed each semester

Assistant Professor, Business Faculty, Ritsumeikan University, Kyoto, Japan (9/91-9/97)

Curriculum Development: I developed original curriculum for over 12 different courses designed to prepare graduating seniors for admission to MBA programs in the United States

Service Leaning Instruction: One of the courses I designed required students to work in groups to create a non-profit project that would help a needy class of individuals anywhere in the world; for example, one of the groups procured and sent sewing machines to Kenya for use by single mothers with no income and another group collected funds for micro-loans to be managed by a local financial service

Technical Writer / Editor, Diagnostic Engineering, Sierra Madre, CA (4/89-12/90)

Technical Writing: Worked with engineering team to create an asbestos abatement manual for the EPA

Customer Service Specialist, Oracle Corporation, Boston, MA (5/88- 2/89)

Customer Service: Did active in-the-moment problem solving with end users; Worked with a team on multiple projects to solve customer concerns; Made formal proposals to software development team

Technical Writer / Editor, AT&T Boston Major Markets, Boston, MA (6/87-5/88)

Business Analysis/Development: Developed and designed sales materials for sales team, including proposals

Education

Certificate in Contract Management

Weber State University, Ogden, UT

Ph.D. (ABD) in Teaching and Learning: Writing Theory and Practice (Have completed my dissertation-was unable to defend)

University of Utah, Salt Lake City, UT

Ed.M. in Counseling and Consulting Psychology

Harvard University Graduate School of Education, Cambridge, MA

B.S. in Psychology

University of Utah, Salt Lake City, UT

References

Edith Crane, Site Manager, Sumaria Systems Inc., acqsoq@r.postjobfree.com - 801-***-****

Conrad Naegle, Procurement Analyst USAF, acqsoq@r.postjobfree.com – 801-***-****

Shane Campbell, Manager, Varsity Facility Services, acqsoq@r.postjobfree.com – 888-***-****

SUSAN HOLBROOK

270 South Larkin Lane, Kaysville, UT 84037

acqsoq@r.postjobfree.com – 801-***-****

My time with Sumaria Systems, Inc., Valley Behavioral Health and most recently, Teleperformance, has given me sound experience in analyzing needs in business intelligence. My Certificate in Contract Management covers compliance and reporting issues associated with work with government agencies. Specifically, I learned how to create work breakdown structures and develop compliance matrices in order to meet federal requirements. I was required to complete reporting requirements and manage a project for which there was only the vaguest Statement of Work.

I have had direct experience with the following in response to the current position:

Explained business intelligence tools, functions, and features to end-users:

oExplained Oracle products to end users calling their 800 customer support number

oAm conversant with PeopleSoft

oHave designed Salesforce pages

oWorked with focus group on enhancing the use of Salesforce to predict RFP outcomes

Interviewed end-users to determine requirements for data, reports, analyses, metadata, training, service levels, data quality and performance

oAt Hill Air Force Base, I met with procurement analysts to determine how they were using ACPS, the Air Force’s dedicated logistics procurement software (I had no previous procurement experience)

oIn concert with a systems administrator, I created Crystal Reports to determine effectiveness of software

oI also created test scenarios for the ACPS program

oI created multiple ROI and KPI reports for my position at Varsity Facility Services

Created end-user manuals for use with business intelligence tools

oThis is my forte. Ex Nihilo, I job shadowed programmers responsible for maintaining ACPS and created an 83 chapter manual that describes, step-by-step how to update and maintain this legacy system

oI created a manual for Morgan Stanley Smith Barney that explained how to use DOS commands to operate a client management program from the 80’s that is still in use

Trained end-user in how to utilize business intelligence software

oTrained grant director in how to use Salesforce

oTrained grant director in how to meet compliance requirements for ESNAPS, a Federal reporting website

Translated abstract business questions and requirements into useful software configurations

oIn the Air Force ACPS lab, I was the intermediary between end-users and programmers

Worked with end-users to determine rightness of fit between business intelligence software and business requirements

oI have documented how people use a software package in order for programmers to determine how best to translate these requirements into their programming

oAt Hill Air Force Base, I created test scenarios based on end-user needs

oI also worked with programmers to configure and adjust the program to meet end-user needs

oThe manual I created for the Air Force was written specifically for programmers so that they could

Formulated system scope and design objectives through analysis and research to configure vendor maintained systems and modify in-house systems.

oUpon invitation, I made scope adjustment to my Sumaria contract in order to better meet the Air Force’s needs

oWithout knowing anything about procurement or the ACPS dedicated system, I was able to create a several hundred page manual that is still in use more than three years later

In addition, many of the tasks I performed in my most recent job as a Proposal/RFP Manager are also a propos to this position. The following describes the duties I have performed most recently while working as a Proposal/RFP Manager:

1.Received and analyzed Requests for Proposals (RFPs)/Requests for Information (RFIs)/Requests for Quotes (RFQs) from operations personnel, subscription procurement sites, and government agency sites and ensured appropriate Subject Matter Experts (SMEs)/operations personnel were assigned to and aware of the need for a response.

2.Managed all RFPs, RFIs and RFQs using Salesforce, including the re-design of Salesforce pages.

3.Designed Salesforce pages to track compliance of federal funding opportunities.

4.Designed Salesforce pages to track spend and spend match for federal and state funding opportunities.

5.Formed response team and planned, scheduled and moderated response coordination meetings.

6.Prepared new and existing proposal text and cover letters in response to RFPs and rebids, without assistance from management staff and based on feedback received from operations personnel. Managed RFPs independently, including complex, ill-defined, and poorly written RFPs/RFIs.

7.Suggested and implemented pricing and proposal strategies to improve quality of proposals. Collaborated with team members, operations and marketing personnel to customize and develop proposal submissions.

8.Suggested novel and creative solutions to RFP/RFI/RFQ responses based on experience with over 250 RFPs/RFIs.

9.Created a probability/desirability matrix to rank RFP/RFI opportunities in order to prioritize opportunities and determine appropriate response.

10.Managed the proposal process from RFP receipt to proposal delivery; identifying potential barriers or risks for completion and identifying and implementing mitigation strategies.

11.Created a proposal snippets library for use by field and administrative personnel for smaller proposals that did not come within my management. Trained and consulted with field and administrative personnel on RFP responses for smaller bid opportunities.

12.Performed peer quality control prior to manager sign-off.

13.Worked directly with clients and contract managers during RFP/RFI process. Prepared presentation materials for short-list interviews.

14.Served as backup to Vice President of Marketing when he was out of office for up to one month running.

15.Assisted department leadership with initiatives and process improvement.

16.Maintained a proposal data matrix that provided history and statistical data for all RFP/RFI opportunities. Ran statistical data on win rate and short-list rate for entire company, as well as for individual regions.

17.Maintained productivity reports, accounting for all proposal prioritization and preparation.

18.Obtained and analyzed competitor proposals, creating rhetorical analysis tools and history to guide future proposal development.

I have also developed marketing collateral, such as case studies, pamphlets, and vertical market bi-folds. I created a proposal snippets library in which operations personnel could copy and paste sections of themed material to fit any RFP/RFI they were completing in the field. I also created various templates for vertical markets that could be easily altered according to the specific requirements of RFP’s in those vertical markets.

Also of note are the numerous case studies I developed for use in proposals, over 20 in all. Case studies have been shown to be one of the most persuasive forms of evidence that a proposal can contain, and I feel I have now gotten the art down to a science.

I would love to show you samples of my work. They are authentic proposals and cannot be sent electronically.

Sincerely,

Susan Holbrook

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