Technical Writer Process Analyst
Resume:
Process Analyst/Technical Writer
Personal Details
Name:
Ann Byrnes
Address:
Surry Hills NSW
Telephone:
Email:
*********@****.***.**
Employment History
I have used the following applications in conducting process/business analysis and creating documentation:
MS Word, Confluence, Visio, Jira, PowerPoint, MS Excel, HPQC.
My industry experience has been extensive in both the private and public sector. I have had an on-going relationship with the Roads and Traffic Authority (Roads and Maritime Services) that spanned a 20-year period. I also have had an on-going relationship with origin energy (3 separate contracts from 2006-2007) and enjoyed a hectic but rewarding 15 months at News Ltd (2005-6). I think such experience has illustrated flexibility and adaptability in a diverse range of environments.
I feel I have demonstrated initiative in many different roles and capacities in both the private and public sector and that I am flexible in my approach, often working across a range of projects at times simultaneously. I also think I have shown an ability to work with a variety of SMEs, and overall still be able to get not only some information but the best, most relevant information (not always a straight-forward task!).
Fundamental to the role of Technical Writer is the ability to work under pressure. This certainly was a requirement when working in finance (FICS 1998-2000), St George Bank (2001), Westpac Bank (1999), KPMG 2003-4), in market-based entities (origin energy) and at News Ltd.
I have found that I thrive in this kind of environment!
I am interested in working in a dynamic environment with high standards.
The following is a brief history of my professional employment in IT training and documentation as well as Process Analysis.
November 2022 – September 2023
Client:
APA - an energy infrastructure group.
Job Title:
Responsibilities:
Technical Writer
Writing user guides, specifications and engineering practices as part of the Standards and Assurance team. Conducting research, conferring with subject matter experts and engaging in workshops to determine documentation content and approach.
Researching approximately 80 Digital Engineering Drawing documents to create a library of 6 comprehensive documents detailing Digital Engineering practices and guides.
Contributed to Standards and Assurance documentation definitions for general use within APA.
I also delivered 3 presentations to the Standards and Assurance group (which consisted largely of engineers) relating to safety and risk in the work place and other Health, Safety and Environment concerns in an attempt to promote sustainable safety and health practices.
June 2021 – May 2022
Client:
Standards Australia
Job Title:
Responsibilities:
Process Analyst/Policy Writer
Reviewing and editing Standards Australia publications in relation to changes in SA business practices, using Confluence.
Reviewing and assessing updated documentation issues raised in Jira.
Solely responsible for developing a Governance Process for Standards Australia documentation creation and management.
Developing business processes and creating documents for Legal department.
March – September 2020
Client:
John Holland Group
Job Title:
Technical Writer/Process Analyst
Responsibilities:
Reviewing and editing manuals and specifications relating to track engineering practices and procedures. Health, Safety and Environment factors were primary considerations as part of this review / edit exercise.
Conducting researching and writing a Bridge Assessment manual.
Conducting content analysis of practices and procedures of six primary engineering documents in relation to findings of an external audit of the Maintenance and Engineering division of JHG.
This involved reviewing and updating documents for consistency not only in regards to language, terminology and expression but intention in policy and implementation of process and procedure.
February 2016 – October 2019
Client:
Sydney Trains
Job Title:
Technical Writer/Process Analyst/Business Analyst
Responsibilities:
Writing a suite of Common Operating Model procedures relating to Engineering and Maintenance practices of the Engineering and Maintenance Directorate of Sydney Trains. This involves working with SMEs to obtain relevant information to structure the procedure model and consulting stakeholders to obtain review comments and verification of procedure development. The procedure document was then developed based on this information.
This role entailed:
Conducting research into as-is practices through consultation with relevant SMEs (often on a one-on-one basis)
Conducting workshops with stakeholders to develop proposed procedure structure in a flowchart representation (Visio)
Conducting analysis of proposed procedures (e.g. identifying anomalies, apparent inefficiencies, inconsistencies between different stakeholder interests, suggesting a more stream-lined approach etc.)
Identifying any clashes in approach by different groups within ST business
Creating first draft of the procedure structure and distributing to stakeholders for review comments
Following-up with reviewers to obtain review comments
Creating second draft of procedure diagram based on review comments
Writing procedure document (following the review procedure).
The review, analysis, and consequent creation of processes and procedures largely concerned Health, Safety and Environment practices relating to maintenance and upgrades for the Engineering and Maintenance directorate.
I was also involved in writing health-check documents usually in the form of Work Instructions.
Writing SAP Geo.e Proof of Concept document - an overview of the Proof of Concept involved in developing a technical solution to integrate GIS with SAP using Geo.e.
Writing Human-Centred Design document – reference document detailing the process involved in implementing HCD for customer user interfaces for EAM Release 2.0.
Documentation of implementation of QA practices relating to the introduction of the Proof Point QA procedure for Release 2.0 of EAM.
This involved:
Writing an overview of the concept
Participating in workshops
Creating a visual representation of the components that relate to the QA Proof Point procedure (Visio).
Documenting:
Geo.e Proof of concept
EAM Design Process
Human-Centred Design
Deployment related documentation including creating a Visio-based representation of the deployment process.
Creation of an EAM/asset-specific glossary consisting of over 850 entries.
Developing 10 Practice Standard documents relating to Asset Management (reviewing and editing).
Coordinator of tracking program issues for Release 1 of Continuous Improvement Program using Hewlett Packard Quality Centre (HPQC). Facilitating at weekly meetings to assess progress of issue development, assign issues to relevant teams and individuals. Communicating progress of issues and highlighting areas of concern to relevant program stakeholders by means of program reports.
Reviewing and rewriting ARIS Training Manual – a process modelling tool.
General editing and rewriting of EAM CIP business correspondence within Sydney Trains and Dept. Transport New South Wales.
September 2015 – December 2015
Client:
UXC (for Transport NSW)
Job Title:
Technical Writer/Process Analyst
Responsibilities:
Editing/proof-reading customer support documents relating to the transition of transport for NSW project. Creating visual representation of diagrams (Visio process maps) based on process and procedure documents.
September 2014 – August 2015
Client:
Telstra
Job Title:
Business Analyst/Process Analyst
Responsibilities:
Telstra Operations Westpac Transition and Transformation of communication services from Telstra to Westpac. Service Support Guides were fundamental to the handover process in outlining the delivery of services to WBG. This was necessary to comply with the conditions of the contract Telstra had with WBG.
Writing 10 service support guides which detail the technical support provided by Telstra to Westpac Banking Group users. Co-wrote 9 Service Support Guides. I co-wrote the following SSGs:
Ancillary Carriages Services
Video conferencing Services
Audio conferencing Services
Off-site ATM Services
Mobile Services
EFTPOS Fixed Payment Services
EFTPOS Mobile Payment Services.
Fax Gateway Services.
I also wrote the Cabling Management Services Operational Procedure Manual. This document needed to be developed to detail a new arrangement that Telstra has devised with independent cabling practitioners on a national basis.
Duties included:
Writing Cabling Management Services Operational Procedure Manual
Conducting analysis to determine and create roles for stakeholders to implement the procedure (WBG and Telstra)
Analysis of roles in relation to the implementation of the procedure and interaction of roles
Conferring with the Project Manager to investigate requirements for the procedure
Liaising with Telstra stakeholders and WBG stakeholders to consider and evaluate both spheres of interest in the procedure
Identifying issues resulting from analysis of the procedure as it developed in workshops
Identifying issues based on analysis of documented process map of procedure
Tracking issues also monitoring and managing issues in conjunction with project manager
Documenting discussions arising from workshops (Telstra and WBG stakeholders)
Documenting (report ) issues which need to be addressed
Identifying and documenting (report) outstanding issues and issues with a no movement status.
Writing Work Instructions for a new role (Telstra Cabling Services Coordinator) and the role of the Telstra Integrated Service Desk in the CMS procedure.
Writing a CMS Knowledge Article document for Integrated Service Desk personnel.
June 2014 – August 2014
Client:
Australian Aged Care Quality Agency
Job Title:
Technical Writer
Responsibilities:
Creating staff induction presentation material for new employees of AACQA.
Conducting research (analysing statistics, referring to ministerial papers, media reports and other publications) to gather information for the development of the presentation. Also conferring with SMEs within AACQA relating to the content and flavour of the presentation.
February 2014 – May 2014
Client:
Downer Mouchel
Job Title:
Technical Writer / Process Analyst
Responsibilities:
Conducting research and developing processes and procedures to implement traffic management practices and related infrastructure development.
Assessing and selecting process, procedure and Work Instruction documentation for audit purposes as a contractual obligation for our client Roads and Maritime Services.
Also identifying documents to complement this suite as additional process-related documents. Developing and writing such documents in conjunction with DM SMEs.
Dates:
March 2011 – February 2013
Client:
Salmat/Fuji Xerox
Job Title:
Technical Writer / Process Analyst
Responsibilities:
Writing in-house documents outlining mail production processes and procedures for a variety of clients e.g. Vodafone. Also writing user guides, functional requirements specifications and operating manuals for client use e.g. RMS (formerly the RTA).
Designing and creating templates (adhering to company standards guidelines) for use by Salmat’s IT department.
Liaising with technical and production personnel to determine processes and procedures for promotion within Salmat’s IT department. Analysis of processes and procedures was largely developed along the lines of ITIL for this project.
Also responsible for developing document management practices and converting templates to the new Fuji Xerox standard (resulting from the takeover in October 2012).
Dates:
August – November 2010.
Client:
Nokia Siemens Networks
Job Title:
Technical Writer / Process Analyst
Responsibilities:
Conducting analysis and documenting network transition process from NSN to another telecommunications client. Procedures relating to the Managed Service Provider (NSN) delivery in the area of Services Management.
These areas include Incident Management, Fault Management, Problem Management, Operational Support, Security, Management, Change, Management, Continuous Improvement and Operational Support.
Working with SMEs to determine procedures to cover these areas and document procedures in a variety of NSN IT sections.
Dates:
June 2010 – July 2010
Client:
NSW Fair Trading
Job Title:
Technical Writer
Responsibilities:
Documenting a new procedure (the role of carrying out investigations of traders by NSW FT). Consulting with SMEs who are involved in the development of this new procedure. It is still being developed, so this role calls for analysis of that development as well as the documentation of what comprises the procedure.
Dates:
October 2009 – May 2010
Client:
Roads and Traffic Authority
Job Title:
Technical Writer
Responsibilities:
Writing Dealer Online User Manual. Dealer Online is an Internet application which enables motor dealers to register new and second-hand vehicles on behalf of the RTA. This arrangement forms part of the Dealer Vehicle Registration Scheme and the Authorised New Vehicle Inspection scheme.
This required researching source documents, interviewing Subject Matter Experts and editing existing documents. (October 2009)
Conducting user testing, system / application analysis of OH&S application (EnSafe). Writing User Guide for this application (April – May 2010).
Dates:
January 2008 – October 2009
Client:
Department Environment, Climate Change and Water
Job Title:
Technical Writer
Responsibilities:
My role comprised of Technical Writing (approximately 80%) and Document Control. DECCW is now a composition of 5 government departments. As a result of the amalgamation there is usually 5 different ways of doing everything, so my skills as a process analyst were utilised a great deal. Apart from technical writing tasks (writing policies, procedures, form design, user guides, how to guides) this role required quite a bit of research and writing proposals, interviewing SMEs and other relevant personnel to determine how the department is performing certain tasks, what the concept/school of thought is concerning certain policies and how processes and procedures may be implemented once concepts have been developed and agreed upon.
I was working primarily as a Technical Writer writing application-based documents such as, Application Context, Functional Requirements and Business Requirements documents in consultation with Subject Matter Experts.
Dates:
September – November 2007
Client:
Star City
Job Title:
Technical Writer
Responsibilities:
Writing installation acceptance document for Star City hotels reservation system. This included aspects of installation in relation to business practices and technical procedures. As well as outlining the role of Business Continuity Processes in relation to the installation and an overview of a Disaster Recovery Plan. This document was developed in conjunction with Operations personnel. It was intended for IT and business managers.
Dates:
March 2007 – September 2007
Client:
ASIC
Job Title:
Process Analyst / Technical Writer
Responsibilities:
I have been working primarily as a Technical Writer writing application based documents such as, Application Context, Functional Requirements and Business Requirements documents in consultation with Subject Matter Experts.
I have also written business rules and functionality of application relating to on-line lodgement facilities through the ASIC website and the availability of external portals (such as that covered in the Australian Financial Review Monday 23 July 2007).
I have also reviewed and updated a number of system based documents and reviewed the documentation management system used by ASIC
Dates:
December 18 2006-February 23 2007
Client:
NSW Railcorp
Job Title:
Business Case Writer – Process Analyst
Responsibilities:
Interviewing SMEs to compile business cases relating to requesting for funding in relation to operations of Railcorp's ICT e.g. maintenance of RC Infrastructure.
Analysing how this funding will improve / complement business practices.
Writing each business case (total of 6).
Dates:
September 2006 – December 2006
Client:
State Transit Authority
Job Title:
Process Analyst/Technical Writer
Responsibilities:
Analysis of procedures relating to providing services in the operation of Sydney buses and Newcastle buses. Conducting research in consultation with a number of Subject Matter Experts. Developing procedures based on this analysis for review by management.
Writing a Risk Analysis report based on risks identified in the analysis of each procedure. Identify inconsistencies and other anomalies within the overall process.
Editing operating reports received from various depots. Identifying trends irregularities and anomalies underlying operating reports.
Dates:
February 2006 – May 2006
Client:
Origin Energy
Job Title:
Process Analyst
Responsibilities:
Conducting analysis of practices relating to trade in the Renewable Energy process working with a variety of SMEs.
Developing procedure based on this analysis.
Writing procedure documents outlining detailed instructions, work instructions, reference material and other relevant information relating to the procedure.
Writing a Risk Analysis report based on risks identified in the analysis of each procedure. Develop an overview of the process of Renewable Energy trade from a department-specific perspective. Identify inconsistencies and other anomalies within the overall process.
Identify user needs in implementing each procedure.
Translation of department-specific terms (jargon, use of acronyms) into plain English in the procedure document.
Developed an overall global appreciation of trade in Renewable Energy from a high level perspective.
Dates:
February 2005 – February 2006
Client:
News Limited
Job Title:
Process Analyst
Responsibilities:
Analysing processes and procedures in lieu of audit based on Sarbanes-Oxley Act. Analysis of processes and procedures is based on principles of ITIL.
Documenting current policies, processes and procedures.
Writing proposed policies, processes and procedures for Information Technology and Telecommunications department for audit based on Sarbanes-Oxley Act.
Project Manager – Management of across business Process Improvement Project developing inter business related processes for 10 departments.
Dates:
August 2004 – February 2005
Client:
Origin Energy
Job Title:
Process Analyst
Responsibilities:
Analysing and documenting procedures relating to wholesale energy trade practices. Identifying patterns and anomalies within procedures. Recommending alternative approaches for procedures.
Dates:
April 2004 – June 2004
Client:
State Emergency Services
Job Title:
Technical Writer
Responsibilities:
Analysing payroll application (CHRIS 21), analysing payroll procedure. Writing a user manual for payroll staff to independently run monthly payroll.
Dates:
February 2003 - April 2004
Client:
KPMG
Job Title:
Process Analyst
Responsibilities:
Conducting analysis of processes and procedures relating to IT Services. Identifying process patterns. Documenting processes and procedures. Reviewing and editing related user assistance documentation. Implementing standards that promote Quality Assurance by adhering to ITIL principles.
Tertiary Qualifications
My tertiary qualifications are:
Master of Arts, University of New South Wales
Bachelor of Arts, University of New England
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