Edward W. Henderson

**** ***** **** **** *****

Charlotte, NC 28210

Cell Phone: 704-***-****

Email: acxjzy@r.postjobfree.com

Qualifications Summary

Senior Technical Writer and Project Manager with over twenty-five years experience in project management, training, and technical writing, primarily in financial services. Also skilled in process analysis, business analysis, and major presentations. Other strong skills in customer communications.

Specialized Skills

Six Sigma Green Belt Project Management Certification

Development of test scripts and stress testing

SharePoint document management system

Employment Highlights (additional details upon request)

Duke Energy, Charlotte, NC

Consultant, Technical Writer and Senior Editor through Johnson Service Group

June 2015 – December 2015

Worked with the NERC Critical Information Protection (CIP) team to edit, write, and apply consistent standards to the documentation for the implementation of the NERC 503 program across all business areas of Duke.

Developed job aids and cross references for documentation across eleven different portions of the NERC CIP program.

Reviewed, edited, and revised user manuals, job aids, and training programs for annual reviews of the documentation.

Maintained all documentation on team’s SharePoint sites.

Wells Fargo Bank, Charlotte, NC

Consultant, Technical Writer through ATR Consulting

September 2014 – February 2015

Worked with the Private Cloud Enablement (PCE) team to establish standards for documentation, presentations, release notes, and change request notifications.

Edited and maintained the team’s wiki page that allowed interested departments to become engaged with PCE and establish the service. This includes the technical documentation and the initial engagement process documentation.

Edited procedures for the home loan foreclosure and bankruptcy department, including procedures for referring loans to attorneys.

Converted procedures from Word format in SharePoint to Open Text, the corporate standard for internal procedures.

TIAA-CREF, Charlotte, NC

Consultant, Technical Writer through Accrue Partners

May – July 2014

Edited schematics for the Information Security team to prepare for audits by the OCC and corporate internal audit.

Developed recommendations for a standard template to be used for schematics.

Organized schematics for the team on corporate SharePoint site.

Duke Energy, Charlotte, NC

Consultant, Technical Writer and Training Developer through Johnson Service Group

January 2013 – December 2013

Worked with the Finance Program Office to integrate financial systems after the merger with Progress Energy.

Maintained project documentation during the analyze, design, build, test, and deploy phases of the project.

Reviewed, edited, and revised user manuals, job aids, and training programs for financial applications.

Created storybooks and produced training videos using Captivate.

Bank of America, Charlotte, NC

Consultant, Technical Writer through TEK Systems and Axeon Consulting

August 2011 – December 2012

Developed policies and procedures for the home mortgage organization based upon government regulatory requirements.

Worked with the cash management, investor asset management, and financial reporting teams.

Centralized technical support documentation on SharePoint site for BA Direct, Cash Pro, and Cash Pro Online.

Industrial Leasing, Statesville, NC

Consultant

June 2011 – August 2011

Developed web based applications for real estate listings.

Wrote copy and posted advertisements on web using Dreamweaver.

Managed web-based replies to real estate listings.

Piedmont Natural Gas Company

January 2011 – June 2011

Consultant, Technical Writer through VisionCor

Managed project to produce operating, safety, and emergency procedures for natural gas plants at three sites.

Traveled to remote sites in three states to collect data from the on-site subject matter experts.

Organized all procedures to be accessible using Adobe Acrobat.

IBM, Charlotte NC

Consultant, Technical Writer through VisionCor

May 2007 – December 2010

Served as VisionCor project coordinator for procedures for IBM associates working with mortgage processing systems.

Used Dreamweaver and PageMaker to convert procedures to html format for storage on SharePoint.

Used web-based presentation systems to conduct procedure training domestically and remotely for outsourced teams in India.

Developed test scripts and conducted stress testing for newly developed mortgage loan processing software.

Independent Consultant, Charlotte, NC

Queens College Communications Department

May 2006 - May 2007

Managed training materials for professional development seminar for human resource professionals. Seminar entitled Innovation and Human Capital.

Edited all presentation materials, speaker biographies, and participant handbooks.

Facilitated round-table discussions for the two-day event.

Bank of America, Charlotte NC

Vice President and Business Support Manager, Electronic Banking Services (EBS)

August 1999 - May 2006

Established process to streamline responses to online customers through e-mail, text chat, and telephone. Responsibilities included writing, revising, and updating standard messages for customer response using Kana message management software.

Conducted quarterly focus groups at six sites to gather voice of the associate and the customer for process improvements. Managed associates who serve as database administrators for all databases. Overall e-mail quality scores improved as a result of using these standardized messages.

Managed Business Continuity Plans (BCP) for all six EBS sites. Prepared executive summaries of all BCP findings and distributed to all EBS site executives and the senior EBS executive. Conducted yearly tests of all BCPs to ensure compliance.

First Union National Bank, Charlotte NC

Senior Technical Writer, Capital Markets Technology

February 1997 - August 1999

Documented systems to support Capital Markets trading activities including telephone, web pages, network, and disaster recovery.

Delivered training to new associates on telecommunications systems and support.

Managed and documented database for tracking work orders for telecommunication moves, adds, changes.

Osprey Systems, Charlotte NC

Technical Writer

July 1995 - February 1997

Developed training curriculum for SAP software installations. Clients included Compass Group and Celanese.

Developed documentation for procedures and conducted training classes for new SAP installations.

Student Loan Marketing Association, Washington DC

Technical Writer, Marketing Systems Applications

August 1987 - July 1995

Managed documentation and graphic design for online applications offered to financial institutions to track student loans.

Developed in-house desktop publishing support for training materials and documentation to support marketing activities.

Conducted yearly customer focus groups.

Education

N. C. State University, MA, English

N. C. State University, BA, Economics and Business Administration

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