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Technical Writer Project

Chandler, Arizona, United States
October 26, 2016

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Chandler AZ ***** 602-***-****


Focused and highly-motivated, self-starter, multi-diversified Sr. Technical Writer and Business Analyst offering 17 plus years of writing experience, 7 plus years business analyst, gap analysis, and project management experience. Designed and implemented dataflow for entire workflow for all projects. Expertise in working with technical systems, staff and subject matter experts – SMEs, eliciting technical requirements in the areas of Information Security and Identity and Access Management including PCI. Experience and excellent knowledge in industry standard methodologies, such as; Software Development Life Cycle (SDLC), Iterative Software Development Life Cycle Process as per Rational Unified Process (RUP), Agile, Scrum, Kanban/Lean, CMM (Capability Maturity Models) and Rational Tools, Agile and Scrum.


Business & Data Analysis • Business & Systems Solutions • Strategic & Tactical Planning • Detailed Oriented

Risk Management/Analysis • Test Scenarios, Cases & Scripts • Quality Assurance • Team Leadership & Mentoring

• Strong ITIL, SEI & ISO Requirements Experience • Strong ITIL, SEI & ISO Requirements Experience • Regulatory Compliance • Process Improvements • Project Management • Cross-Functional Collaboration • Requirements Analysis Editing & Writing • Creation of Proposal, RFP Creation, Functional Spec. Document - FSD, Business Requirement Doc – BRD, Design Docs, White Papers, Detailed Diagraming • Strong Interviewing Techniques • Knowledge in Train the Trainer & Learning Management System Techniques • Training, Instructional & Presentation Design

Technical Skills

• Proficient in MS Office Suites; including MS Project, Visio; Information Mapping, diagramming and Adobe RoboHelp, Screen Capture. DITA Content with FrameMaker, FrontPage, Author-It, Dreamweaver, Wiki, SharePoint, Snag IT, IGrafx, Gliffy, JIRA, XML, HTML, PageMaker and Adobe Acrobat/Reader/Writer, Visual Studio, Training material, Sametime / Web Conference, Skype, Lotus Notes, Outlook.

• Knowledgeable in Learning Management Systems (LMS), Articulate Studio/Storyline, Adobe Captivate, instructional design models; (ADDIE and Kirkpatrick's models) style guides (Chicago, MLA, APA) Cold Fusion, Crystal Reports, Agile process, Scrum/Sprints.


CURRENTLY –Utilizing; Studying Agile, ITIL and various trainings.


Business Analyst – Consultant - Insight Global

Updated current manual processes to more efficient electronic ways of operating. Project had budget issues; cut from 5 months to 4 weeks. Reviewed processes for gap analysis and precise streamlining of all processes

• Wrote Business Requirements Documents - BRDs and Functional Requirement Specifications – FRS Documents

• Attended and documented the monthly Auction process

• Develop and documented project plans, and schedules


Business Analyst/Case Analyst – Contract through Robert Half Technologies

Provided remediation and reconciliation of data from the Federal Market Place and other health insurance exchanges such as MIDAS, (Multidimensional Insurance Data Analytics System), to resolve consumer’s 1095-A coverage corrections. Accountable for supporting development and implementation for the Patient Protection and Affordable Care Act (ACA) programs for the Centers for Medicare and Medicaid Services.

• Analyzed and accessed key data information, prepared case analyses, advising and recommending improvements while ensuring compliance with the state and federal regulations.

• Developed, researched, updated and tracked data documents across multiple systems utilizing Microsoft Dynamics; Cerrs and Excel software for detailed information regarding approval / denial process for 1095 – A form for the State of AZ

• Develop and document project plans, and schedules

• Conducting detailed research, workflow investigations for the reconciliation of data process, working with peers and leaders to implement processes improvements as needed for business procedures

• Analyzed, resolved and tracked discrepancies in the eligibility reconciliation process for multiple stakeholders.

• Responsible for efficient and timely hands-on troubleshooting; remediation, coordination, escalation and tracking while triaging, research, collaboration, and technical knowledge to resolve transaction and processing issues

ORION HEALTH, Scottsdale, AZ 10/7/2014 – 6/20/2015

Technical Writer / Business Analyst, ITSM Department

Created and developed the Major Incident Management – MIM, Process Workflow and verbiage from scratch. Gleaned workflow input from SMEs and Lead Managers. First official process documented company-wide, and posted on Global company website. Created and updated the Root Cause Analysis – RCA workflow from scratch and critique the process, posted to Global company web site – first documented process.

• Identified, analyzed and revised the MIM and RCA processes for improvements and ‘Gap Analysis Reviews’.

• Worked primarily on an Agile Foundation Planning Strategy environment

• Served as the Customer Liaison to the Account Managers

• Wrote /edited RCAs – Root Cause Analysis Report documents daily – created template, standards for the process

• Created management and executive level communications, reports, training material related to technology incidents and a repository for the documentation, diagrammed and wrote a clear process to follow and storage for all documents/diagrams

• Created Project Plan for documentation and department projects and schedule

• Gathered metric information for Business Impact Analysis – BIA

• Created JIRA Stories, JIRA tickets in the Ticketing System for changes to high-level signature authorities, WIKI pages and RCA Legal/Compliance Reviews

ARIZONA STATE UNIVERISTY, UTO DIVISON, Tempe, AZ 01/07/2014 – 05/24/2014

Business Analyst / Project Management, ServiceNow Project – Consultant – K-Force

• Conducted Sprint Sessions with developers and staff for deliverables; gather/extracted requirements from the technical resources, subject matter experts – SME refining and wordsmith into the proper requirements, data dictionaries, and workflows for the ServiceNow, Service Catalog

• Partnered with business users and acted as a liaison between bussiness and technical teams

• Created JIRA Stories for the Administrator to add to the ServiceNow process

• Worked with Agile Development Methodologies and two week Sprints for deliverables

• Accomplished my deliverables ahead of time and assisted other Business Analyst on her deliverables

• Completed the beginning stages of the implementation of IT Service Management (ITSM)


Technical Writer / Business Analyst – Consultant – Net Polarity

Responsible for writing procedures for two teams; Technical Team and the Secured Key Generation Facility

• Wrote procedures for access into highly secured area with keypad login entry

• Managed and organized all

• Documented procedures for creation of licenses and KEY generators for the software - Key numbers; generated and distributed to private and public users all over the world

• Develop and document project plans, and schedules; all projects on short Sprints

• Met with SMEs and conducted JAD Sessions to gather information for development of managing multiple projects, created project plan of all needed documentation and training on all new processes

• Organized SharePoint area and created a location for processes with WYSIWYG DITA Editor

• Updated/edited ten Operational Manuals and two User Guides, stored on SharePoint

FIRST SOLAR, Tempe, AZ 07/03/2012 – 03/01/2013

Technical Writer – Consultant – TekSystems

• Wrote, edited, and created templates, in FrameMaker and Word

• Diagrammed System illustrations of business network topologies setups in Visio

• Formatted and edited processes/procedures, Safety User Manual in Microsoft Word, FrameMaker 10, Visio and worked on Safety web site in SharePoint 2010

CABLE ONE, Phoenix, AZ 02/2012 – 05/31/2012

Technical Writer / Business Analyst – Consultant – Zareq

• Documented processes for Security and helped the team to understand the PCI requirements

• Able to help Cable One to obtain an extension on their PCI DSS Compliant requirements

• Processed/Filled-in PCI Extension Form; 285 line items of PCI requirements

• Facilitated/Met with SMEs to create PCI DSS required processes and PCI expert in Washington via telephone to understand information necessary for Cable One to become compliant

• Created checklist of all gaps checking against the Internal PCI DSS 2.0 Audit/Assessment

• Met with SMEs to understand the companies’ network architecture system and standards needed/required

• Worked with PCI Analyst and Project Manager to wordsmith correct verbiage for PCI Extension Form

• Project Manager used the checklist to obtain a clearer understanding of where the team was at on goals and to create a new Project Schedule

T-SYS ACQUIRING SOLUTIONS, Tempe, AZ 03/2001 - 12/2011

Technical Writer / Business Analyst / Web Documentation – Consultant – Randstad Technologies

• Completed a project for T-Sys Acquiring, updated the Software Development Kit; consisted of converting, updating and diagramming the SDK, Eleven hundred plus page document from RoboHelp to Author-It. Over a million dollar project for the company

• Researched, gathered and reported detailed information from SMEs and clients

• Managed projects, all large and small tasks for timelines

• Made adjustments to .ccs files for the Software Development Kit, diagrammed XML Table/Codes in Visio and imported into the SDK, added XML code samples and new navigation methods with new software tool

PRUDENTIAL RELOCATON AND REAL ESTATE, Scottsdale, AZ 09/2010 – 12/2010

Business Analyst / Project Management – Consultant –TekSystems

• Met with SME to gather information, designed/created process maps; process flows, swim lanes using Visio and IGrafx software

• Worked with business managers/leaders; reviewed business and system requirements

• Managed, tracked/updated all project information in Quality database system, and SharePoint adding status

• Facilitated meetings online and in person with domestic and international locations using conference room/Sametime to hold meetings, documented and completed processes

Independent Consulting 09/2009 – 08/2010

Assisting Friends / Referrals

• Updated/created resumes, brochures and web sites for clients

• Software training/troubleshooting software and web applications, mentored in job search metrologies

FREEPORT-MCMORAN INC, Formerly PHELPS DODGE, Phoenix AZ 03/2008 – 08/2008

Technical Writer / Business Analyst / Web Design / Project Management – Consultant – Ensynch

• Updated FM MIS Help Desk company website links and company name changes using SharePoint, HTML, FrontPage, Microsoft Word, Excel, Adobe Acrobat and Paint

• Re-linked and updated Excel spreadsheet of over 700 Help Desk live reference processes

• Analyzed documentation and templates for consistency and usability

• Documented and diagrammed the network architecture and standards

• Met with SMEs; gathered information on updated processes and re-wrote MIS Help Desk procedures where needed for easy readability and quick access

• Managed/coordinated all project completion timelines to ensure approval dates with overall program timeline

• Reformatted, edited and re-wrote documents on web site

• Created Software Requirements Specifications

• Updated templates and created new templates where needed

• Utilized RoboHelp and FrontPage to develop web sites, including framesets, menus, search engines and glossaries

• Streamlined version control, documentation and revision control processes

US AIRWAYS, Tempe, AZ 10/2007 – 03/2008

Senior Technical Writer – Consultant through Ensynch Consulting

• Created, FrameMaker templates, rules for revision control, requirements, updated, enhanced, the IT documents with FrameMaker for the IT Help Desk Document Control

• Generated Key Milestones and defined ownership of deliverables by initiating meetings with IT SMEs to define key activities for completion, created/generated the project plan, and ownership of the deliverables, to enhance, create, and improve IT Help Desk ITIL Procedure and Process documentation, managed multiple projects and tasks

• Gathered detailed information from SMEs, prepare Field technician training documents and manuals; ensure that the training was submitted to specific hubs

• Met with SMEs, documented and diagrammed the network architecture system and standards

• Organized and created folders and layout on SharePoint backend and frontend

• Created seven PowerPoint presentations for IT Help Desk developers; new versions of Magic; internal software training material.

US FOODSERVICE, Phoenix, AZ 10/2006 – 10/2007

Sr. Technical Writer / Business Analyst /Designer & Trainer – IT Finance /Development Team

• Managed, organized, wrote the IT Finance Team processes using Microsoft Word, RoboHelp, and Visio

• Created Web Help and Flash Help documentation sites for the IT Team

• Met with teams, documented and diagrammed the network architecture system and standards

• Met with clients, key leaders, SMEs; gathered information and wrote policies and procedures for Finance and IT Departments

• User tested all web documentation for consistency and usability

• Created templates for all processes, procedures, projects and presentations

• Monitored, managed and coordinated multiple projects

• Diagrammed the physical topology of the network, and the data flow between the components

• Wrote Automatic Clearing House ‘’ACH’’ electronic transactions procedure for vendor payments and employee reimbursements

• Researched and verified information to provide content for IT Standards

• Wrote Thursday/Friday night Journal Generation Job Stream Process; and diagram the job stream process

• Documented system requirements; and confirmed in agreement with requirements

• Conducted JAD session to create and write Software Requirements Specifications hardware, software, Use case, test case requirements, help text, and presentation materials.

• Documented access to various systems, diagrammed system setups in Visio

• Attended special discussion sessions and participated in Policy and Technical development discussions

• Completed in-depth analysis on the Remedy categories and used Excel Spreadsheets for tracking information

• Wrote technical user materials/manuals and user guides for network, software and hardware procedures

RYLAND HOMES, Scottsdale, AZ 05/2006 – 07/2006

Business Analyst / Quality Assurance – Consultant – Ensynch

• Tracked and monitored bugs for inconsistency and performance problems on the website

• Utilized Visual Studio 8.0 to document and track bugs and user testing

• Managed projects and coordinated timelines within the Quality Assurance Department

• Tracked bugs on the loan applications and other generated forms

• Created Summary Reports of Bug Pareto defects and submitted to developers - top Bug Defects seen and the reasons why


Senior Technical Writer – Consultant – Volt Technical

• Created/reviewed Engineering Test Reports and diagrams for all Airbus slides and ramps

• Submitted certificate reports to Designated Engineer Representatives to review

• Generated and shared input on the Qualification Test Plan/Reports - QTP, QTR and FMEAs and all Accredited Test Reports for Goodrich Engineering

• Defined and planned Key Deliverable Schedules, Summary and Status Update Reports

• Conceptualized, designed and evaluated all certification reports

• Edited, developed, generated, and implemented Quality Test Procedures

GREENTREE SERVICING, Tempe, AZ 09/2003 – 06/2005

Senior Technical Writer / Project Management

• Managed, created and maintained the Home Equity Manual, Processes and Procedures

• Managed project activities, tasks and reviewed with “Subject Matter Experts” to write the Home Equity Manual updates and update the schedule milestones

• Home Equity Liaison to the Business to ensure regular communication with key stakeholders and team players

• Updated White Papers for company Business and Compliance Reviews

CISCO LEARNING INSTITUTE, Phoenix, AZ 09/2002 – 03/2003

Curriculum Process Analyst – Consultant – Aires Consulting

• Edited and created storyboards for electronic training curriculums and illustrations for final stages to publisher

• Wrote, researched Feasibility Study document on Biotechnology training and cross-over from other professions /career transition for potential new curriculum training

• Wrote white paper drafts and design documents – produced final version of white paper

• Met with SMEs to document processes for online school curriculums

AMERICAN EXPRESS, Travel, Tempe, AZ - Consultant 01/2002 – 06/2002

Technical Writer / Business Analyst – Consultant – Volt Technical

• Maintained large Lotus Notes database for storage and access to ongoing projects

• Developed and maintained procedure/diagrams for processes

• Extracted numbers from Excel, Microsoft Project and Gantt Charts for presentations in PowerPoint

• Created manuals and templates to company standard, format, and style guidelines

MOTOROLA COMPUTER GROUP, Tempe, AZ 11/1999 – 05/2001

Technical Writer / Business Analyst – Consultant – Superior Technical

• Shared implementation knowledge of best practices for Software Configuration / Change Management processes.

• Experience with the Process Methodologies - S.E.I. Capability Maturity Model level compliance and Information Technology Infrastructure Library

• Full-project life cycle of the Change Management Process and Gap Analysis

• Managed the Project over four teams on the SEI process

• Created SEI software requirements into internal web site pages for four Motorola internal groups

• Strong interviewing techniques along with the ability to translate technical concepts into plain English

• Created Quality Assurance Standard Operational Procedure manuals with process flow diagrams using Visio

• Communicated, interpreted, and developed overall project revision plan for the RTSS processes and procedures, to meet the Software Engineering Institute’s requirements

• Scheduled, met and interviewed developers from both Software Test and RTSS groups to ensure that all documents met SEI level 2, working to meet level 3


Attended RoboHelp 6.0 Training by Round Peg Corporation in Phoenix

Speaking and Presentations Seminar – Patricia Fripp

Basics of Crystal Reporting,

Attended/Assisted at the Software Engineering Process Group Conference for 2002

Attended RoboHelp by a certified trainer for two week

Attended a Cold Fusion Training Class the beginning of September with a private vendor

Attended SEI Training and QSR Assessor Training through Motorola University

Trained on ISO9000 Audit requirements

Additional Roles:

Rated Auto and Workmen’s Compensation Insurance - Trained and experience - 6 years


Phoenix College – Deans List, Honors Program

Continuing Educational Courses, Workshops, Seminars and Tutorials

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