Shelley O’Hara

Indianapolis, IN 317-***-****

Executive Summary

30+ years in IT as a writer, business analyst, editor, project manager, IT consultant, database manager, content provider, developer/designer of Web sites, trainer (e-learning & traditional learning). Translate complex information into business requirements, user stories, UX considerations, & other tech documents in agile (mostly), waterfall, or a transitional environment. A a strong work ethic with extremely high standards. Thrive on challenges, learning new things, building relationships.

Varied and high-level BA & IT experience: expert level at most software programs; SDLC skills, especially Agile and Atlassian products (JIRA, Kanban,

& Confluence) and processes (Visio, user stories/test cases, acceptance criteria); design, storage, maintenance, best practice, tools (HTML, XML, lTIL. SharePoint, excellent designer for documents, information mapping, infographic, industry standards, practices & tools (SharePoint, knowledge bases, Notes, ITIL, HTML, XML) &documentation (SOPs, policies, installation guides, online help, release notes, training materials), presentations, Web sites, process maps, videos, and demos (scripts, story boards), analytical reports, marketing materials, ‘

Worked w/ clients in software, hardware, utilities, publishing, healthcare, Big Pharma, finance, government, medical equipment, education, non- profit, real estate, airline, engineering, construction, etc. including w/ strict compliance & regulation needs. Information Architect/Business Analyst/Tech Writer Senior Consultant

• Define & review process of document normalization to prepare documents inherited from previous Division of Family Resources (DFR), including adding new branding, researching, and resolving Jira issues as well as updating existing content, assigning specific categories for audibility and compliance for over 8K documents. Collaborate with how existing documentation can best be updated and meet client need and SOW.

• Take over to establish onsite support (vs. outside vendor). Setup structure, conventions, regulations, contract requirements. Define high-level plan. Convert all former vendor to transition knowledge base articles.

• Create new business process flows based on requirements (verified info matched code).

• Write SOPs & create process maps for Major Incident, Problem Incident, etc. Follow ITIL principles & create so that usable for other clients. Fiserv Business Analyst July

2019-March 2020

• Gathered business requirements coordinating with existing business needs, client needs (separate from business), and technical (DEV/QA). Wrote all requirement & system documentation, including government-mandated changes, new/updated features, online portal, and more.

• Managed high-profile, high-priority project to take existing add-on scripts written for mainframe to automate processes/manual handling. Defined existing business use, documented business rules, coordinated work to revise and verify existing Visio business flow maps against code. Collaborated w/ system architects to propose new solution & retire current solution. Indiana Department of Homeland Security Tech Writer/IT Consultant December 2018-February 2019

• Created new & updated existing policies/ procedures as required by FEMA (for FEMA audit). Tracked all required items & managed project.

• As project manager also of new grant system, tracked all phases & wrote admin, end-user, and forms documentation. Helped w/ test cases, discovered and documented errors, pointed out security & validation weak points, & suggested new/revised features for future. TRIMEDX (thru Fusion Alliance) IT Writer/Business Analyst June 2018-September 2018

• Collaborated and documented complex Agile IT (not end-user) documentation for DEV/IT/Business on how features work, relate, connect, etc. Made & recommended best software development and documentation practices for entire IT team & stakeholders. Tracked, determined priority in backlog, wrote user stories & test cases as needed. Reviewed API system architecture plans. Anthem (thru Pyramid) Business Analyst II April

2018-June 2018

• As a liaison between business and IT, created, coordinated, collected, & documented user stories & user acceptance criteria for major system migration in Jira to ensure the technical requirements meet business needs and requirements.

• Created required documentation (tracking worksheets, SharePoint sites, workflows, etc.) to prepare for operational readiness and to analyze and identify root problems, risks, gaps, improvements, and to provide leadership transparency to project status. bcForward Business Analyst/Tech Writer

February 2018

• Overhauled content, style, templates, storage for documentation needs for Service Desk. Provided criteria & reviewed knowledge base software. O’Hara Page 1

Lilly (thru Volt) Technical Writer

August 2017-February 2018

• Worked with IT to document & provided practical, analytical, creative insight into database-driven, custom reporting system. Data is used to meet US government legislated requirements and global reporting requirements (42+ countries). Documented guide of over 120 pages of 40+tables & all fields. Included best practices for working with, updating, and revising the table working with the “owner” of each table,

• Created new & updated existing documentation for existing processes, including over 400 pages of new content. MISO Energy (thru TEKsystems) Business Analyst/Technical Writer/Content Manager July 2016-March 2017

• For enterprise-wide Access Management improvement project, collaborated w/ IT, HR, Access Management, Compliance, Network Operation, Cyber Security, & other stakeholders. Analyzed processes & risks, came up with practical and creative new or revised processes to be more accurate and efficient, lessen errors, and be audit ready. Documented new process improvements.

• Created, tracked, and prioritized evidence of completed action items: instructions, policies, presentations, training courses, process maps, emails, etc. Reviewed and documented secondary controls to ensure new processes were in place and working as intended.

• Worked with Q&A, Agile, and Jira/Kanban/Confluence product owners to document new processes for software divisions & enterprise. NCAA (thru Randstad) Technical Writer/Short-Term Project April 2016-June 2016

• Created 100+ new documents for procedures, policies, training for internal employees and IS Service Desk staff. Reviewed, evaluated, tracked, and managed new and existing content on ServiceNow Knowledge Base and internal SharePoint site. Anthem (thru Fahrenheit IT) Document Analyst/Project Manager July 2015-December 2015 + May 2014- June 2014

• Created new & revised existing documents (procedures, bulletins, overviews, brochures, training & marketing materials) by collaborating & facilitating meetings w/ SMEs, Learning Consultants, Project Managers to gather information & build consensus. Tracked documents through review & approval. Published documents to SharePoint &/or Knowledge Library. Worked on major Medicaid documentation/project.

• Analyzed & tracked 1K+ documents from multiple systems/ databases to create analytical reports for stakeholders. Teradata Marketing/Aprimo Content Manager/Business Analyst June 2014-May 2015

• Created new & updated online help, training materials, release bulletins, installation guides (200+ pages), schematics of database and system tables for a complex marketing management program w/ 250+ different modules. Managed transition from RoboHelp to Mind Touch for help system and provided testing, feedback, and direction on fixing issues with w/ new system. Assigned to three agile teams to approve any new on- screen text, raise UX issues, & determine documentation needs.

• Educated IT on marketing including activities (finance, digital asset management, campaign planning) and methods by creating concept, storyboard, script, and video on marketing as well as creating various types of marketing (email, social media, etc.). Roche Diagnostics (thru Allegient) Document and Database Validation March 2012 –July 2012

• Overhauled new online system for 1K+ end users and customers, ensuring requirements were met and processes documented mainly to ensure that existing content flowed to right locations and was searchable in online system. Assigned and ensured correct metadata was applied to 1K+ documents (brochures, product info sheets, bulletins, etc.). Various Freelance Writer/Project Manager/Business Analyst October 1993 — December 2013

• Wrote over 150+ books on a variety of subjects from the best-selling Easy series to books in the Complete Idiot’s line to Nietzsche Within Your Grasp to digital quilting column (see attached list). Generated 30+ million dollars or more.

• Proposed & created various written and online publications (marketing materials, technical manuals, online learning courses, training materials, Web content, Web sites, articles, columns, grant proposals, etc.). Que Corporation Associate Publisher/Project Manager/Business Analyst April 1988 – October 1993

• Researched market to discover potential titles for my area (emerging topics). Set content, price, packaging, page count, etc.

• Created, designed, and wrote several new book series, including many best-selling titles. Responsible for 13+ million in sales.

• Oversaw and tracked all phases of development, acquisitions, editorial, production, marketing, sales. Managed editorial staff. Teaching & Training Experience

IUPUI, IUPUI Div. of Cont. Ed, U of MD, St. Francis College, Kaplan, Online, Custom Clients Associate Faculty Member/Trainer

• Devised syllabus and content for Composition, Literature, and created curriculum, assignments, testing for online courses (Marketing, Marketing Research, Praxis Prep, Custom). Carried out class activities, provided feedback, graded students.

• Created custom curriculum based on job to train adult learners on programs for various companies. Education/Honors & Awards/Volunteer Work

O’Hara Page 2

Master of Arts degree in English. 3.5/4.0. University of Maryland, College Park, MD. Sigma Tau Delta Honor Society

Bachelor of Arts degree in English. 3.8/4.0. University of South Carolina, Columbia, SC. Phi Beta Kappa. Magna cum Laude. Most Outstanding Senior in English. President’s List. National Dean’s List. Frank Durham Creative Writing Contest winner.

HS: Valedictorian. Chatard High School, Indianapolis, IN.

Volunteer: Christmas Gift Tree. Hosted NCAA Final Four Tournament contest. Gleaner’s Food Bank. Habitat for Humanity. Blood Drive, Communication Coordinator, Eucharistic Minister, Confirmation Sponsor, Coach. Immaculate Heart Church (IHM) & School. O’Hara Page 3

Publication Credits

50 Windows XP Things You Must Know, Que, 2004

Absolute Beginner’s Guide to Windows Vista, Que, 2006 Absolute Beginner’s Guide to Windows XP, Que, 2002 Access Essentials, Que College, 1995

ACT! for Windows, Brady, 1994

All About Me, Autumn Leaves, 2006

American Quilt Society, columnist, 2002-2004

AOL Bible, IDG Books, contributing author, 1997

Big Book of Office 95 Basics, Que, 1995

Big Book of Windows 95 Basics, 2nd, Que, 1997

Big Book of Windows 95 Basics, Que, 1995

Big Book of Windows 98 Basics, Que, 1998

Borders Family Pet Tails 2006, Wiley, 2006

Business Computer Information Systems II, cont. author, Pearson, 2004 Christian Family Guide to Buying and Selling a Home, Alpha, 03 Complete Idiot’s Guide to Buying & Selling Home, 2E, Alpha, 97 Complete Idiot’s Guide Buying & Selling Home, 3E, Alpha, 2000 Complete Idiot’s Guide Buying & Selling Home, 4E, Alpha, 2003 Complete Idiot’s Guide Buying & Selling Home, 5E, Alpha, 2005 Complete Idiot’s Guide Buying & Selling a Home, Alpha, 1994 Complete Idiot’s Guide Buying & Upgrading Computer, Que, 95 Crash Course in Using the PC, IUPUI, 1995. Revised 1998 Designing with Digital, Autumn Leaves, 2005

Digital Photography, Gateway, 2002

Discover Office 97, IDG Books, 1997

Discover Word, IDG Books, 1997

Easy 1-2-3 for Windows, Que, 1993

Easy 1-2-3, 2nd edition, Que, 1992

Easy 1-2-3, Que, 1991

Easy Access 2003, Que, 2003

Easy Ami Pro, Que, 1992

Easy DOS, 2nd edition, Que, 1993

Easy DOS, Que, 1991

Easy Excel 2000, Macmillan, 1988

Easy Excel, Que, 1991

Easy Google, Que, 2004

Easy Harvard Graphics, Que, 1992

Easy Mac, Que, 1991

Easy OS/2, Que, 1993

Easy Outlook, Que, 2003

Easy PCs, Que, 1992

Easy Quattro Pro for Windows, Que, 1992

Easy Quattro Pro, Que, 1991

Easy Quicken, Que, 1992

Easy Web Publishing, Que, 2006

Easy Windows 2000, Macmillan, 2000

Easy Windows 95, 3rd edition, Macmillan, 1998

Easy Windows 98, 2nd edition, Macmillan, 1999

Easy Windows 98, Macmillan, 1998

Easy Windows Millennium, Macmillan, 2000

Easy Windows Vista, Que 2006

Easy Windows XP, 2nd edition, Que 2003

Easy Windows XP, 3rd edition, Que 2005

Easy Windows XP, Que, 2001

Easy Windows, 3.1 edition, Que, 1992

Easy Windows, Que, 1991

Easy Word 6 for Windows, Que, 1993

Easy WordPerfect 6 for Windows, Que, 1993

Easy WordPerfect 6, Que, 1993

Easy WordPerfect for Windows, Que, 1992

Easy WordPerfect, Que, 1991

Easy Works for Windows, Que, 1992

Excel 4 Quick Reference, Que, coauthor, 1993

Excel Cheat Sheet, Alpha Books, 1994

Excel the Lazy Way, Simon & Schuster, 1998

Going, Going, Gone! article, Artitude zine, 2006

Hopeful Tails, Wiley & Borders, 2007

ICan iPod, Que, 2005

Improving Your Study Skills, Wiley, 2005

Internet Explorer 4.0 Select, Addison-Wesley Longman, 1998 Internet Explorer 4.0 Select, Brief Edition, Addison-Wesley, 1998 Introduction to Computers & the Internet for Seniors, DDC, 2001 Introduction to PCs, Instructional Manual, GTE edna, 1993 Introduction to PCs: First Run, Que College, 1994

Introduction to the Mac, Instructional Manual, GTE edna, 1993 Introduction to the PC, IUPUI, 1996

Introduction to the PC, Revised, IUPUI, 1998

Kierkegaard Within Your Grasp, Wiley, 2004

Learning Computer Concepts, Brief Edition, DDC, 2000 Learning Computer Concepts, DDC, 2000

Learning Computer Concepts, Pearson Education, 2004 Learnlots, Buying a Home, Web Site Content, 2000

Learnlots, Windows 2000, Web Site Content, 2000

Lesson Plans Marketing Management, Westwood College, 04 Lesson Plans MKT 301 Marketing Research, Westwood College, 04 Look and Learn FrontPage 2002, Wiley, 2002

Master Visually Office XP, Hungry Minds, 2002

Master Visually Word, IDG, 1999

Microsoft 2000 Professional Quick Reference, Que, 2000 Nietzsche Within Your Grasp, Wiley, 2004

Office 97 Business Solutions, IDG Books, 1997

Official EarthLink Beginners Guide to the Internet, Ventana, 1996 Official EarthLink Book, Macmillan & EarthLink, 2000 Official Netscape Beginners Guide to the Internet, 2E, Coriolis, 1998 Official Netscape Beginners Guide to the Internet, Ventana, 1996 Online Instruction I, Online course. Pearson Custom, 2004 Online Instruction II, Online course. Pearson Custom, 2004 Paradox Essentials, Que College, 1995

PCs Cheat Sheet, Macmillan, 1998

Pet Tails, Wiley & Borders, 2006

Planning for Effective Teaching, Online course. Pearson Custom, 04 Puppy’s Brag Book, Wiley, 2005

Real Men Use DOS, Que, 1992

STAR Ami Pro, Boyd & Fraser, 1995

STAR Harvard Graphics, Boyd & Fraser, 1995

Successful Teaching and Emotional Intelligence, Pearson Custom, 04 Surf the Net the Lazy Way, Simon & Schuster, 1998

Teach Yourself ACT! 2000, SAMS, 1999

Teach Yourself Visually Scrapbooking, Art Director, Wiley 2005 Teach Yourself Visually Sewing, Art Director, Wiley 2006 TelStreet.COM, Web Content, 1999

Ten Minute Guide to ACT! 2000, SAMS, 1999

Ten Minute Guide to ACT!, Alpha Books, 1994

Ten Minute Guide to Approach, Que, 1995

Ten Minute Guide to Buying a Computer, Alpha Books, 1994 Ten Minute Guide to PCs, Que, 1997

Ten Minute Guide to Windows XP Home Edition, 2002

The Marriage Trifecta, 1st Books, 2001

THRESHOLD User Manual, PPM, 88

TickeTamer User Manual IATA, Switzerland, 94

TicketMaster User Manual, IATA, Switzerland, 94

Upgrading to Office 2000, DDC, 99

Using ClarisWorks for the Mac, Que, coauthor, 1994 Using Excel 4 for the Mac, Que, contributing author, 1994 Using Excel 4 for Windows, Que, contributing author, 1993 Using Excel 7 for Windows, SE, Que, cont. author, 1995 Using Excel 97 for Windows, SE, Que, cont. author, 1997 Using PCs, 2nd ed, contributing author, 1997

Using Word 7 for Windows, SE, Que, cont. author, 1995 Using Word 97 for Windows, SE, Que, cont. author, 1997 What Can You Do with A Psychology Major, Wiley, 2005 What Can You Do with An English Major, Wiley, 2005 Windows 2000 Quick Reference, Macmillan, 2000

Windows 95 Transition Guide, Que College, 1995

Windows CheatSheet, Macmillan, 1999

WinTools User Manual, Tool Technology Publishing, 1991 O’Hara Page 4

Word for Windows Cheat Sheet, Alpha Books, 1994

WordPerfect QuickStart, Que, 1988

O’Hara Page 5

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