Technical Writer Customer Service

Summary

More than ** years of experience as a business analyst for various industries such as Insurance, automotive, travel, and medical devices. Functioned as a key member in the planning and design of software development projects at all lifecycle phases using Agile (Scrum) or Waterfall methodologies to meet firm deadlines. Created SDLC documentation to assure SDLC standards are met, as well as the GMP and FDA regulatory standards.

Professional Experience

New Management Services, Jacksonville, FL January 2016 to November 2016

Billing Analyst

Daily, monthly and quarterly billing cycles

Information is tracked in Great Plains – a Tribridge software

SQL queries to assure all information is validated

Business Analyst

Change Request documentation in behalf of the Clients for new or modification of functionality.

Including Functional Design specifications, pricing from the vendor, Help Text modifications and other documentation updates.

Valentin Creations January 2006 – Present

Web designer and content editor/ management

Create and currently maintain three websites

Maintain SEO ranking, online marketing etal

WWW.nameakanu.com

Vistakon a Johnson and Johnson Company, Jacksonville, FL March 2014 to October 2015

Business Analyst

Incorporating SDLC as the basis of project flow, interacted with the SMEs and developers to create a tool using SAS office analytics to interface with several databases within the company to gather, validate and implement a process which was once a cut/copy/paste and hand-key to minimal human intervention.

Conducted studies to define User, Functional, Design, Test and user manuals Project Coordinator Tracked the progress of each entity participating in the project by conducting necessary meetings to meet the objective Tracked the budget

Assured the deliverables were on track Technical Writer III /Analytical Support Initially hired for Technical Writer III / Analyst Support, but evolved to also work as a Project Coordinator and Business Analyst, while retaining Technical Writing duties.

Support 2 projects within the Research and Development group: SAS Office Analytics, and Product Documentation for Regulatory submission

Prepared requirements documentation for new product submission to regulatory which included corroborating evidence to meet the regulatory standards.

Created and prepared studies and created the SDLC documentation

DMEautomotive, Jacksonville FL September 2012 to August 2013

Technical Writer – Trainer Contract

Consultant to document process and procedures for their engineering and IT offices, utilizing Red Rocket Technology.

Created online/mobile documentation utilizing Confluence Wiki Pages, and BOX.

Created templates for users to create standardized documentation.

Maintained and administered permissions for users of Jira/Confluence Setting

Created training documentation for different audiences – Dealership and their stores, Engineering and PMO internal processes and procedures.

Trained users on different applications utilizing the documentation created

Rangam Consultant Inc. @ Vistakon – Jacksonville FL March 2010 to April 2012

Technical Writer III - Trainer

Created SDLC documentation and assure they meet the SDLC standards as well as the GMP and FDA regulatory standards

Tested application from development through to deployment

Created test script for validation and acceptance

Created Training documents – Manual and online training for local or international audiences

Trained users in a classroom, one-on-one and NetMeeting environments.

Gathered, analyzed and made recommendation to standardize methods and procedures

Recorded bugs found and submitted to CIM group for further action.

Farmers Insurance, Los Angeles, CA December 2006 to December 2009

Business Analyst/Technical Writer

Gathered, analyzed and made recommendation to standardize methods and procedures throughout Client Services – Includes SLA and Escalations

Created, maintained, and documented Access Databases to track staff intervention with their customers for such functions as ROMs, RFSs, Executive Support, Remote Imaging, and Resource Tracking.

Coordinated and supported companywide user computer upgrades to XP

Created/stored content for Desktop/Executive /Software distribution support teams

Created documentation for different audiences with ITIL standards in mind

Project Coordinator to assist Desktop Support and Executive Support in the administration of project(s)

Provided Management with weekly report numbers

Liaison for Desktop Support/SW Distribution/Executive Support for Service Center

CWGT, San Antonio, TX February 2005 - December 2006

Business Analyst/Trainer

Technical, Business, and Procedure writer

Site administrator for a third party software integrated for Customer Service purposes.

Liaison between Rightnow Technology (RNT) and our in-house application integration is stable and Functional in all lines of business that require this SW application.

Created and configured modules for external and internal users.

Created Proposals, requirements, specifications, functionality, testing, user manuals and web-based online help.

Content Management

Trained - content personnel for respective interfaces

SPARWARSYSCEN-Wizardworks NOB, Norfolk, VA March 2003 – August 2004

Technical Writer (Crystalview Technologies)

Created Proposals, requirements, specifications, functionality, testing, user manuals and web-based online help

Implemented and tested the software developed per the requirements and specifications requested.

Created Crystal Reports for web-based online application

Designed, developed and edited documents appropriate to different audiences.

Gathered and translated technical requirements into a format appropriate for technical and non-technical audiences.

Developed and documented technical standard operating procedures

Interface between SPAWARSYSCEN and Wizardworks on current and future programs.

Work with end-users to define and execute test scenarios and appropriate end-user training Wrote proposals and cost projections for current and future projects.

Installed and trained new users on the new application(s)

Pitney Bowes, Fairfield, CT October 2001 – October 2002

Technical Writer/Business Analyst

Consulted at Pitney Bowes in their Software Engineering department

Create SDLC documentation for different audiences

Software testing included testing the software developed by the requirements and specifications requested

Analyzed system requirements and specifications with Systems Analyst and developed detailed Test plans, Test cases, Test data, TSL scripts for testing the functionality, GUI, security, and usability of the Application

Interface between other departments and Software Engineering on current and future programs.

Wrote proposals and cost projections for current and future projects.

Installed and trained new users on the new application(s)

DSL.net, New Haven, CT June 1999 – October 2001

Network Site Capacity Administrator Database Administrator

Created the "Collocation Database" (an Access database) to track the day-to-day activity of the company's backbone.

Administered and implemented the use of this database to all concerned personnel.

Developed reports for upper management as well as the Sales and Marketing Group for their daily operations

Negotiated over 500 site contracts with major ILECs to collocate at their facility and followed its progress through its completion

Reconciled and approved NRC and MRC billing for each site.

Business Analyst

Gathered and translated technical requirements into a format appropriate for technical and non-technical audiences

Involved in reviewing Entity Relationship, Data Flow, State Transition and Class Diagrams with the Systems Analyst

Involved in drawing Business event diagrams, data dictionary and logical database design.

Wrote online web-based Fundamental Plan Handbook for administrators and end users

ZYGO Corporation, Middlefield, CT June 1994 – June1999

Customer Care Administrator

Developed, administered and implemented the new Customer Service, Order Entry methods and procedures for International and Domestic Sales.

• Hired, trained and managed a staff of 5

Did monthly coaching to keep them in line with their goals

Maintained a good relationship with the Director of sales and his sales staff as well as other department heads and their staff to maintain a seamless flow of process. Database Administrator

Maintained three databases - RMA database, Sales Quotation system and MK7

Coordinated synchronization of the RMA and Sales Quotation databases with MK7. Technical Writer

Wrote and developed the methods and procedures for the Customer Care department.

ISO 9000 Internal Auditor

Performed periodic internal audits to assure process and procedures meet the ISO 9000 standards

Projects

R&D Business Analytics

R&D Regulatory submissions

Red Rocket technology for automotive customers and internal business

Pilot Line and PALMS integration into LabWare

PLM - Knowledge base

gMES and gFPS manufacturing

Client Services for Farmers Insurance products

RightNow technology - CRM for travel agency

Technical Skills

Adobe Acrobat Professional

Adobe Creative Suite Adobe Dreamweaver

Adobe Robo-help

Agile Project Management

Cloud Technology

HP Service Center AKA Peregrine

HTML Knowledge (Portal publications)

Info Mapping

ISO 9000

Knowledge Management

Mercury Test Director (Quality Assurance)

Microsoft Access (TAMIS)

Microsoft Office Excel

Microsoft Office

SharePoint Server

Microsoft Office Word

Microsoft Power Point

Microsoft Visio

Education

Honolulu Business College, Honolulu, HI Associates - Business Administration

Certifications

TQM, ISO 9000 Team Leader and Internal Auditor On Site at ZYGO Corp through Qualtec Institute

Seagate Crystal Reports, ACCESS, Info Mapping(Technical Writing), Visio New Horizons, Windsor, CT

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