Technical Writing Content Management Taxonomy Business Systems Analyst

Cynthia Enriquez

Cell: 210-***-**** E-mail: *****.***@*****.***

A quality-focused business analyst and content manager with a solid track record for developing, training, analyzing client business processes, and requirements gathering to implement process improvement and systems development.

Technical Writing

Content Management

Taxonomy

Business Systems Analyst

Business Process Analyst

CORE COMPETENCIES

Process Mapping

SharePoint 2010, 2013

Insurance, Financial Institution, Healthcare

Team Building, Leadership & Training

Microsoft Office Suite, SharePoint Designer 2010, 2013, Visio, Nintex, Documentum, Adobe Acrobat Professional, Photoshop, SnagIt, HTML, CSS, Java Script, Camtasia among others.

WORK HISTORY

Content/Asset Management Specialist (July 2015 - Present)

Consultant at HealthTech Resource: Clinical Education and Skills Development Team, WellMed Medical Management, San Antonio, Texas

Developed project plan to implement a new learning management system. Liaison between IT and Business Leadership team for technical specifications and business requirements. Developed business processes for new software. Developed and implemented SharePoint applications for employee project planning and tracking productivity. RAPS Wiki site content management and site administrator.

Consulted with business leadership team and gathered business requirements for a new learning management system

Conducted vendor/product research, cost analysis, and scheduled demos for product review by executive team

Developed and designed learning management system user interface, security, processes, supervised learning content and learner transcript data migration, established tagging and metadata protocols, created test scripts and quick reference guides, and conducted IT help desk and user training

Created SharePoint sites, sub-sites, document libraries, surveys, lists with content types, designed wiki pages using webparts and custom forms with workflows using SharePoint Designer with html and java script. Created quick reference guides and business process maps and managed permissions

Managed RAPS Wiki site for internal provider and clinical regulatory processes, content management, permissions, user interface using html, created and implemented service level guidelines for new content publication, updates, user support, and IT help desk escalations

Build strong relationships with IT to implement software and conduct release testing, user acceptance testing, and troubleshooting of the learning management system, SharePoint, and Wiki site

Provided continual business and user support for learning management system, SharePoint applications, and RAPS Wiki site.

Content Management Specialist (IT Business Systems Analyst) (May 2014 – July 2015)

Southwest Business Corporation (SWBC): Content Management SharePoint Team, Information Technology, San Antonio, Texas

Conducted project meetings, gathered business requirements, documented application procedures and processes, conducted end-user SharePoint training, user acceptance testing, and help desk support for SharePoint.

Created Sites, sub-sites, libraries, lists, workflows, and forms with SharePoint Forms Designer, SharePoint Designer, and Nintex. Managed taxonomy, metadata and tagging, project management sites, and other various SharePoint apps

Assisted in Central Admin configuration and support, managed permission levels for various sites through SharePoint groups and Active Directory domains, site collections, templates, content types, lists, and other components

Developed business process and documentation of Agile/Scrum methodology for newly implemented offshore development team for SharePoint and Documentum

Conducted meetings with multi-level clients to discuss business processes and application development progress in alignment with the software development life cycle model for the business solution

Developed test plans, test scripts, and performed manual testing on new application developments and enhancements to ensure specifications are met as described in business requirements

Developed Content Management Team governance documentation of business and development processes

Assisted clients in scoping of project business requirements by performing complex business analysis, conduct interviews, perform gap analysis and research to meet the business need. Used current-future state analysis to define the business process transition to the new SharePoint application

Supported business units with troubleshooting and resolving SharePoint and Documentum Help Desk tickets and providing clients with direct application/technical support and one-on-one training

Conducted and designed monthly topic specific training course materials, exercises, quick reference guides, and manuals for SharePoint Training classes and webinars designed for department site administrators and users corporate wide

Developed and maintained a corporate SharePoint Help Site designed to offer course materials and presentations, step-by-step guides, How to videos, frequently asked questions and blogs aimed to assist users of all experience levels in using SharePoint

Process Developer (Business Process Analyst) (January 2011 – May 2014)

Southwest Business Corporation (SWBC): Lender-Placed Operations (formerly Mortgage & Bank), San Antonio, Texas

Developed and maintained content repositories, documented business processes, conducted user training and supporting cross functional departments for the client-servicing functions for Mortgage Insurance, CPI, and all business units of SWBC Lender-Placed Insurance Servicing in SharePoint.

Performed root cause analysis and current-future state analysis to determine appropriate level of process improvement, develop a plan and execute the plan to implementation

Defined purpose and scope of projects, conducted shadowing/interviewing analysis, developed recommendations, manage project lifecycle through to implementation and department roll out planning

Conducted business process analysis with Subject Matter Experts to design SharePoint site specifications

Developed and categorized a vast variety of proprietary content to include SOPs, program documentation, guidelines, reference material, process workflows using Visio, and other content in support of operations and client-servicing functions

Defined and re-engineered business processes using lean methodology, documentation, workflows, process diagrams, task analysis, job/work-breakdowns, for various uses including process improvement, and legal/compliance

Assisted in the architectural design, development of the 13 department Intranet sites in SharePoint to accommodate business needs and end-users. Also provided system support and troubleshooting

Organized, categorized, classified, and migrated share-drive data into SharePoint document libraries and lists and configured appropriate permission levels

Conducted employee trainings for SWBC’s Internet Portal, Intranet, and various SharePoint user trainings and created user manuals

Obtained valuable Voice of the Customer (VOC) feedback regarding site design and perceived user-friendliness from users by conducting focus groups, administering surveys, and creating reports to track feedback/complaint trends

Oversee the life-cycle of the projects to promote knowledge sharing and increased independence over time.

Mortgage Insurance Loss Draft Representative (November 2009 – January 2011)

SWBC: Mortgage & Bank Division, San Antonio, Texas

Professionally coordinated the release of mortgage insurance claims funds on the behalf of SWBC’s Lender clientele for their respective borrowers thereby protecting the interests of both SWBC and lenders.

Qualified the release of loss draft claims funds according to rigid release criteria of SWBC’s lender clients

Remotely managed claim repairs and the coordination of insurance inspections to qualify release of claim funds

Documented policy/procedural best practices leading to promotion as “Process Developer”

Staffing Coordinator (April 2005 – January 2006, January 2007 – November 2009)

Nix Healthcare System, San Antonio, Texas

Supporting the Nix Heathcare system serving in the following capacities: Staffing Coordinator, Nursing Assistant, Patient Coordinator, and Patient Care Tech in roles supporting the business the Nix Healthcare System spanning from 2005 through 2009

Supervised daily operations, trained nursing staff to daily charting management system, maintained inventory control of medical equipment and supplies

Served as liaison between patients, family, physical therapists, physicians, medical coordinators, and nursing staff

Commercial Sales Representative (June 2006 – January 2007)

Nationwide Insurance Company, San Antonio, Texas

Conducted needs assessment and qualified worker’s compensation coverage

Qualified coverage for contractor bonds, commercial building coverage, and various business coverage types

Agency Manager (March 2004 – December 2004)

Farmers Insurance, San Antonio, Texas

Established partnerships with third party general insurance managing agencies to offer accidental life, disability, contractor bonds, and builder’s risk policies

Conducted new employee interviews and office staff training.

Responsible for agency sales, claims handing, and daily operations

District Trainer (June 2003 – March 2004)

Farmers Insurance Company, San Antonio, Texas

Developed and conducted class environment topic specific courses, designed for new agents, on insurance coverage types, increasing sales, how to use the new web based system application and one-on-one agency support for agency and staff

Conducted quarterly agency visits traveling approximately 100 miles outside city limits

Created agency sales promotions to boost morale and increase sales

Member Acquisitions Representative (May 1999 – March 2003)

USAA, San Antonio, Texas

Conducted needs assessment and qualified potential insurer’s for membership with a private sector company

In call center environment, responsible for P&C Insurance sales and banking products

Conducted round-table and one-on-one training for new and seasoned employees on coverage types and sales strategies

Provided database support for various teams

Office Manager (August 1994 – May 1999)

State Farm Insurance, San Antonio, Texas

Responsible for P&C and life Insurance sales and banking products

Functioned as a field claims adjuster for auto claims by inspecting vehicles, disbursing claim payments to insurers and functioned as liaison between insurer and claims adjuster

Responsible for agency auditing and daily operations

Conducted new employee training

EDUCATION & TRAINING

Bachelor of Science (BS) Business Management, 2009 University of Phoenix San Antonio, Texas

American Society of Quality (ASQ) (membership)

Work-Related Training:

Various learning seminars: Business Writing, Critical Thinking, Situational Leadership I-II, DiSC Personality, Change Management

New Horizons: Microsoft SharePoint 2010, 2013 I, II, III, Adobe Acrobat, MS Word III

Fred Pryor: Managing Multiple Priorities

SWBC: Property & Casualty Insurance Training, Claims Adjusting Workshop

References Upon Request

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