Technical Writer

Location:

Posted:

November 03, 2024

Resume:

SUMMARY

• Results-driven Senior Cybersecurity Technical Writer; has implemented ground-up 24x7 ITIL, IT Security best-in-class documentation for Allstate, Berkshire Hathaway, BMO Harris Bank, FIS, and others

• MA degree in Mass Communication; BA in Foreign Language and Literature, Certified Project Manager

• Strong work ethic; uses time wisely, smoothly engages diverse teams and leads meetings

• 20+ years of experience in the application of commonly accepted concepts and practices specific to Information Technology Service Management (ITSM) and SDLC management including, yet not limited to, ITIL and DevOps methodologies – implemented two instances of ITIL compliant Security operations Centers for major international businesses: Allstate and the S. C. Johnson Company

• Experienced with WIKI development including organization, set up, content management

• Experience with Web design and content management – created the first Internet presence of Cooper Power Systems back in 1997

• Proven ability using strong industry knowledge to relate to customer needs and resolve customer concerns; continuously exemplifies a high level of focus and superlative attention to detail

RESPONSIBILITIES AND DUTIES

• Highly experienced IT policy writer with proven abilities to bring in-scope policies to the appropriate level

• Utilizes a streamlining process to simplify policies and limit extraneous details, providing positive impact to policy integration as corporations and departments evolve into larger regional and global organizations

• Reviews and provides policy outcomes and necessary procedures aligned with applicable regulations

• Provides documentation recommendations and implements the full range of requirements-based materials pursuant to internal and external standards and emerging best practices in the areas of ITIL / ITSM and IT/Technology Operations:

“When it comes to best practices, Dennis O’Boyle is best practices!”

Charles Dowell, Manager, Network Operations Center Capabilities Team and Manager, Security Operations Center, the Allstate Insurance Company, reviewed over a hundred resumes, then hired Dennis for the Technical Writer position to stand up a 24z4 world class global security operations center. As the project progressed and concluded, Charles declared, “When it comes to best practices, Dennis O’Boyle is best practices! Phone: 847-***-**** • *****@********.***

“Dennis O’Boyle is the best technical writer that I’ve ever worked with.”

Patricia Wiet, Project Manager Senior Technician - PMP, the Allstate Insurance Company, sifted through over 100 resumes, then worked with Charles Dowell to interview and select Dennis as the Tech Writer for the SOC project. Pat has many years of experience at FTD, Rockwell, and Allstate, and stated that Dennis is “the best Technical Writer” that she has ever worked with.

“We need an emergency press release. Corporate told us it would take at least two weeks to create, but I remembered from his resume that Dennis had a background in journalism and asked him to help. Twenty minutes later, he produced the highly polished document that was immediately approved and released. Our director, Marcus Maltbia, said it was the best press release he had ever seen.”

Phone: 847-***-**** • *****@********.***

CAREER FOCUS

• Develops documentation for technological products/services to meet customer needs, driving innovation

• Ensures a secure operational platform and helps to safeguard systems and data, improve product design

• Develops new and updates existing worldwide information security policies, standards and guidelines

• Certified Quality Assurance Auditor – directs security assessments, training, and audits

• Engages team efforts across the organization to help assure a strong infrastructure

• Provides documentation involving data centers, cloud migration and operations, corporate internal and external networks, database services, and more

• Assists with managing the safety communications network for direct stakeholder communications

Functional/Technical Knowledge & Skills

• Expertise in the application of style guidelines and practices, including accessibility

• Expert knowledge of all common business applications, including the Google suite of applications, Microsoft Office, Visio, Draw IO, Lucidchart, Adobe Technical Communication Suite – especially Acrobat

• Proven ability in editing Markdown language on wiki sites including Azure and Atlassian Confluence sites

• Experienced with WIKI development including organization and content management

• Superior knowledge of concepts and artifacts that facilitate the development of process documentation and achieve organizational change-management objectives

• Strong research skills using the Internet and other tools

• Strong written, verbal, presentation, and interpersonal communication skills – professional broadcaster

EXPERIENCE

01/2020 – Current • Senior IT Security Technical Writer – Various contract consulting roles with KGPCo, Novaspect, Siemens, Berkshire Hathaway, Visa, Walmart, and others

• Assists in the design, development, and maintenance of process flow diagrams

• Creates detailed standard operating procedure instructions to assist stakeholders in the performance of complex tasks as a part of delivering IT services

• Edits and enhances technical source documentation to help ensure derived artifacts are clear, concise, comprehensive, and user-friendly

• Assists with presentation preparation, including adapting process documentation into slide content

• Develops new and follows existing corporate style guides involving brand and writing standards for employees and contractors

• Adheres to guidelines about department and corporate branding, terminology, grammar, common errors and more to help all stakeholders to communicate consistently and effectively with agency customers, the general public, and within the organization

• Collaborates with subject matter experts (SMEs) to document, track, and archive patches for software and operating system (OS) updates that address security vulnerabilities within programs and products

• Manages release libraries and updates to fix performance bugs and provide enhanced security features

• Provides subject matter expertise for design, development, and maintenance of artifacts for Information Technology, Management Information Systems, Office of Information Technology, and Chief Technical Officer-directed organizational transformation initiatives involving standards, ITIL, regulatory compliance

• Develops and delivers process flows, communications, documentation, and training to stakeholders that address the changes, issues, issue resolution, and other aspects of the full range of in-scope work streams

• Continuously assesses and provides positive impact to the project, staff, enterprise functions, agency service delivery, and other stakeholders; creates clear, concise, and comprehensive documentation from technical source materials, subject matter expert (SME)interviews, and meeting discussions

• Create, design, and develop new technical IT, ITIL, Security, Business Continuity, Disaster Recovery, Incident Response, and other documents; create new, update and manage existing documents

• Determine required content information models and templates; structure technical content, and research and implement the best methodologies to simplify the authoring process

• Translate regulatory requirements into technical requirements and communicate security risks to different audiences ranging from technology leaders to engineers, business staff, regulatory affairs

• Responsible for delivering updates and analysis to senior stakeholders regarding the portfolio to communicate project status, key performance indicators (KPIs), emerging trends and patterns

• Gather information about needs, objectives, functions, features, and requirements

• Perform writing tasks for technical documents including yet not limited to user manuals, installation manuals, help documents, process diagrams, presentations, tutorials, SharePoint administration, etc.

• Write technical documents in compliance with industry and corporate standards and guidelines

• Evaluate and recommend revisions to standards, guidelines, and documentation materials

09/2019 – 12/2019 • Technical Writer – ApTask - Iselin, NJ

• Worked for global financial giant FIS on contract through ApTask and Tech Mahindra covering an Agile Scrum project involving major IT systems updates and two acquisition implementations for broker- and customer-facing banking technologies and internal recipients for commercial bill payment. Also created and implemented a Technical Writer mentoring program.

IT and ITIL POLICIES and other DOCUMENTATION • Ask for copies as desired

PARTIAL list of IT / Security documents created by Dennis include but are not limited to:

• Acceptable Use Policy

• Access Control

• Access Control Policy

• Access Control: Elevated Privileges (EP)

• Account Setup Request

• Audit and Accountability

• Audit and Accountability, External

• Audit and Accountability, Internal

• Authentication

• Awareness and Training

• Awareness and Training – Quick Reference Guides

• Certification and Accreditation (C&A)

• Certification, Accreditation, and Security Assessments

• CHARTER – Information Security

• Communications and Wireless

• Communications Security Policy

• Confidential Data Policy

• Configuration Management

• Contact Document / Emergency Contacts and 24x7 Vendor Contacts

• Contingency Planning

• Contingency Planning: Guidance and Templates for Plan Development, Maintenance, and Test

• Cryptographic Policy

• Cryptography

• Data Backup Policy

• Data Classification Policy

• Day One activities documentation

• Digital Media Sanitization

• Digital Signatures

• Disaster Recovery and Business Continuity Policy

• Documentation

• Email Policy

• Encryption Policy

• Event Management

• Event Response

• FFIEC and SSAE-16

• Forensics

• Format and Procedures for the SOC Operations Manual

• General Security Operations Center Information

• Guest Access Policy

• Guest Access Request

• Human Resource Security Policy

• Identification and Authentication

• Incident Management

• Incident Response

• Incident Response and Management

• Incident Response Policy (disaster recovery, etc.)

• Information Security Policy

• Internet Access

• Internet Usage Policy

• ITIL Implementation

• ITSM / Service Now / Help Desk / WorkDay and other workflows / documentation and testing

• Maintenance

• Media Protection

• Metrics

• Mobile Device Policy

• Network Access Policy

• Network Security Policy

• NIR IT Policies

• Notice of Policy Noncompliance

• Operation Level Agreement TEMPLATE

• Operations Security Policy

• Organization of Information Security Policy

• Outsourcing Policy

• Password Policy

• Personal Identity Verification (PIV) PKI

• Personnel Security

• Physical and Environmental Protection

• Physical and Environmental Security Policy

• Physical Security Policy

• Planning

• Planning: Information System Security Plan Template, Requirements, Guidance and Examples

• Policy Acknowledgement Form

• Process Flow Diagrams

• Quick Reference Guide

• Remote Access Policy

• Request for Policy Exemption

• Research

• Retention Policy

• Risk Assessment

• Risk Assessment: Procedures for Information System Security Penetration Testing and Rules of Engagement

• Roles and Responsibilities Crosswalk

• Security Assessment and Authorization

• Security Assessment and Authorization: Continuous Monitoring – Annual Security Control Assessments

• Security Assessment and Authorization: Extending and Information Systems Authorization to Operate Process and Templates

• Security Assessment and Authorization: External Information Systems

• Security Assessment and Authorization: FIPS 199 Low Systems

• Security Assessment and Authorization: FIPS 199 Moderate & High Systems

• Security Assessment and Authorization: Information System Security Plan Numbering Schema

• Security Compliance Policy

• Security Incident Report

• Security Incident Response Policy

• Security Operations Center (SOC)

• Service Level Agreement TEMPLATE

• Service Catalog development, publishing, management

• Services and Acquisitions

• Smart Cards

• SOC Policy for Creating Policies

• SOC Procedure for Creating Procedures

• SOC Record Retention Policy

• SOC Reporting Methodology

• SOC Service Desk Procedures

• Supplier Relationships Policy

• System and Communications Protection

• System and Information Integrity

• Systems Acquisition, Development and Maintenance Policy

• Systems and Service Acquisition

• Targeted Collection of Electronic Data

• Third Party Connection Policy

• Topic Clusters

• Triage

• Use Cases

• Virtual Private Network (VPN) Policy

• Viruses and Malware

• Wireless Policy

and many more . . . .

04/2019 – Consultant • Technical Writer – The Brewer Company - Menomonee Falls, WI

• Updated medical device technical manuals pursuant to FDA mandates and for International use.

04/2016 – 04/2019 • Technical Publications Manager for MITEL - Milwaukee, WI

(full time perm and contract/consultant)

• For MITEL, the leading International infrastructure and telephony network corporation, served premiere accounts in the USA, Canada, and EU -- helping corporations to operate their communications systems with flexibility, ease, and reliability.

• All 30 Major League Baseball teams use MITEL equipment and services

• Developed IT operations, technology manufacturing manuals, policies and SOPs for various clients

• Companies include three assignments at GE Healthcare; twice each: Johnson Controls, Allstate, Aerotek

08/10/15 – 03/14/16 • Technical Medical Writer II • AbbVie (HireGenics Duluth, GA) Mettawa, IL

• Developed pharma docs, videos and marketing materials for commercial and corporate areas / CMS

• Create effective communication solutions; developed and managed global content, DITA, Arbortext

02/09/15 – 07/31/15 • Project Manager – Training and Documentation • GE Healthcare (Artech)

• Managed budgets, processes, personnel, SharePoint instance, and 389,622 training/documentation deliverables for the global Oracle R12 implementation program, including language translations

5/5/14 – 12/12/14 • Senior International Regulatory Compliance Consultant / Technical Writer

TEKsystems consultant • BMO Harris Anti-Money Laundering (AML) Operations - Milwaukee, WI

• Researched, developed, implemented AML and anti-terrorist governance documentation programs

• Identified, approved for hire, and trained three new technical writers

• Created deliverables for dozens of lines of business utilizing latest compliance regulations

10/14/2013 – 03/13/2014 • Senior Technical Writer (MBI Staffing) • AbbVie – Vernon Hills, IL

• Assisted in the separation of AbbVie infrastructure organization from Abbott Laboratories

• Leveraged IT service providers; developed hardware and software documentation; Arbortext, Oxygen

• Created and integrated IT infrastructure operating model to support all key business processes

07/08/2013 – 10/04/2013 • Senior Technical Writer (Randstad) • Rockwell Automation - Milwaukee, WI

• Analyzed user requirements; created business-focused, results-oriented IT documentation and training materials for global SCCM operating system/software update and change management project

01/13 – 07/13 • Technical Writer / Editor II (www.DISYS.com consultant) • FIS - Milwaukee, WI

• Created, managed projects for new core systems - Consumer eBanking and Online Account Creation

• Served as Project Manager for Enterprise Project Management Methodology (EPMM) initiatives

• Implemented, managed SharePoint site, project documentation; utilized HTML, XML, DITA, CSS

• After contract was over, reported to Security the corrupt practices of hiring manager and others

09/12 – 12/12 • Senior Technical Writer (www.VIVA-IT.com consultant) • Allstate - Northbrook, IL

• Implemented best practices, ITIL foundation, process and procedure documentation, presentations, etc.

• Developed and deployed communications infrastructure for new global 24x7 Security Operations Center

05/11-07/12 Senior Technical Writer III (perm/full-time) www.TrueProcess.com - Milwaukee, WI

• Created full range of IT documentation materials and training programs for medical device market

• Developed field service training programs, marketing communications / public relations support efforts

12/10-02/11 – Technical Writer (www.Aerotek.com consultant) • ZBB Energy - Menomonee Falls, WI

• Developed documentation covering applicable sections of Underwriters Laboratories standard UL1741

• Created standardized templates, customer operations and maintenance manuals for several products

02/09-11/10 Technical Writer (Manpower/Experis consultant) • Honeywell HomMed - Brookfield, WI

• Responsible for all technical documentation, marketing communications literature, RFP responses, etc.

• Managed foreign language translations, hardware/software manuals, vendor management, and more

• Consistently produced over one-thousand pages per month; developed whitepapers and videos

05/08-02/09 Technical Writer (www.Adeccona.com consultant) • GE Healthcare - Waukesha, WI

• Researched, wrote, illustrated, published assembly manuals, step-by-step instructions, QA JIB and JIT

• Provided complete documentation utilizing, DTP, Arbortext CMS, FrameMaker, eLibrary, etc.

01/06-02/08 Technical Writer (RCM Technologies consultant) • Johnson Controls - Glendale, WI

Responsible for all technical documentation and marketing communications literature including videos for external audiences worldwide, as well as for Quality Assurance materials, Safety, and Training Programs. Winner of the Chairman's Award for Exceeding Expectations.

08/05-12/05 QA Analyst / Technical Writer (consultant) Ultra Tool Mfg. • Menomonee Falls, WI

• Served as a consultant assisting in the implementation of Harley-Davidson and ISO quality initiatives

• Researched, analyzed, implemented systems, procedures, and training for TS-16949

5/05 - 8/05 Technical Writer/Analyst (Spherion consultant) • Miller Brewing Company - Milwaukee, WI

• Researched, created, implemented Sarbanes-Oxley regulatory compliance initiatives as assigned

• Created Risk Assessment documentation/solutions for in-scope business applications and systems

• Placed third out of fifty personnel on ICU team taking the quarterly Sarbanes-Oxley proficiency exam

01/05-5/05 Technical Writer/Quality Analyst (Genesis 10 consultant) • SC Johnson - Racine, WI

• Developed materials pursuant to Sarbanes-Oxley Regulatory Compliance Act of 2002- Sub-section 404

• Created and managed SharePoint intranet site for documentation

• Operating from the global CoE, implemented global rollout/management efforts for 134 countries

04/01-07/04 Technical Writer (perm/full-time) • American Superconductor - New Berlin, WI

• Developed and managed technical documentation and marketing communications systems

• Produced all customer technical manuals and parts catalogs; PLC/HMI, Bosch CAN instructions

• Received two Distinguished Service Awards; sole technical writer; taught ESL to foreign employees

03/00-04/01 Technical Writer (TAC Worldwide consultant) • Abbott Laboratories - Waukegan, IL

• Developed and implemented Disaster Recovery documentation for FDA and DEA regulated NT, UNIX, and VMS computer systems, including SOPs, test protocols, SLAs, technical reports, etc.

• Utilized Information Mapping technique and Word, Project, Excel, Visio, Visual Source Safe, Illustrator,

PhotoShop and other applications. Attained number one score globally, Building High Performance Teams.

03/98-02/00 Senior Technical Writer/Illustrator (perm/full-time) Jackson Graphics - Richfield, WI

• Managed all aspects of assigned projects including research, writing, illustration, project coordination, client meetings and more. Designed, wrote and illustrated a 400-page service manual for a 20-ton construction vehicle for SkyTRAK/OmniQuip division of Textron Corporation.

• Utilized FrameMaker, Adobe PhotoShop, Illustrator, MacroMedia FreeHand, Microsoft Word, PhotoEditor, Excel, Visio, Quark XPress, and AutoCAD.

12/94-03/98 Technical Writer (perm/full-time) • Cooper Power Systems - South Milwaukee, WI

• In a department of eight, personally produced 50% of all new projects and 80% of revised docs

• Managed the Literature Fulfillment Program; more than 400,000 copies of over 350 individual titles

• Developed parts catalogs, service manuals, marketing and training videos; sales and marketing

programs, promotions, newsletters, PLC instructions, created and managed initial Internet web site, etc.

• Trained and certified as a Quality Assurance Systems Internal Auditor through the Perry Johnson Co.

02/93-12/94 Technical Writer/Illustrator (perm/full-time) Garden Way, Inc. - Port Washington, WI

• Produced materials for Bolens and Troy-Bilt; served on Sears / Craftsman quality audit team

• Developed parts catalogs, owner/operator guides, service manuals, and other technical publications

• Documentation covered lawn and garden tractors, snow throwers, lawn mowers and accessories

6/92-2/93 Service/Training/Publications Manager (HL Yoh Co consultant) In-Sink-Erator - Racine, WI

• Managed staff; implemented DTP system; conducted training; created all product documentation

• Compiled 500+ pages of more than 20 OEM parts catalogs into one succinct, 64-page booklet

04/89-03/90 Senior Technical Writer/Project Manager/AE • Techcom (defunct) - Milwaukee, WI

• Developed parts catalogs, service manuals, training programs, marketing brochures, videos, etc.

• Created materials for numerous clients worldwide including Bell & Howell, Hirsh Industries, Illinois Tool Works / Paslode, Hurletron, Toyoda, Miller Brewing Company, In-Sink-Erator, and others

• Served as Senior Technical Writer, Project Manager, and Account Executive – Illinois market region

02/87-12/92 Desktop Publishing (DTP) Staff Writer • Current Notes Magazine - Langley, VA

• Served Joseph Waters, Director of Management Information Systems, Central Intelligence Agency

• Researched and wrote articles on DTP covering software, hardware, and substantive use for the internationally circulated monthly computer magazine.

• Also served the national trade show event and the local computer user group in various capacities

> Hyperlink to the March 1991 issue (see page 64):

https://archive.org/details/current-notes-volume-11-number-2-march-1991/mode/2up

> Hyperlink to the April 1991 issue (see page 42):

https://archive.org/details/current-notes-volume-11-number-3-april-1991/mode/2up

PROFESSIONAL REFERENCES

Sarah Pervo, President, monitored an intense client situation that Dennis turned around in a quick, professional manner. After another technical writer had been on the project for a month with no results, Dennis was brought in on the five-month assignment – and completed the work in only two months! This was an Information Technology role involving Sarbanes Oxley compliance across several IT departments, especially IT Security, for an international division of Berkshire Hathaway, #7 on the Fortune 100 list.

• Phone: (w) 216-***-**** (c) 216-***-**** • Email: ******@***************.***

LinkedIn: https://www.linkedin.com/in/sarahl3/

Divya Krishna, Director, Talent Acquisition and Client Success, supervised and worked with Dennis involving various internal Intuitive.Cloud and external client initiatives for hiring technical writers, coordinating projects, developing technical deliverables, and more. • Mobile: 1+ 813-***-**** • Email: *****.*******@*********.*****

LinkedIn: https://www.linkedin.com/in/divya-krishna-t-783074140/

Calvin Rice, Director of IT Business Continuity, Disaster Recovery and Information Security, hired and supervised Dennis at KGPCo to create new and revise existing IT documentation focused on the ISO 27001 certification and compliance project. Calvin was impressed with the attributes that Dennis portrayed, including experience, advanced skillset, professionalism, approach to quality and thoroughness, writing abilities, and personality. Calvin requested, and Dennis provided leadership in driving the documentation process through completion. Calvin is looking forward to hiring Dennis again, as needs arise. • Mobile 202-***-**** • ******.****@*****.***

Nick E. Martell, IT Director, Novaspect division of Emerson Electric Corporation, Schaumburg, Illinois, collaborated with Dennis over the last two years in developing the full range of policies, SOPs and other procedures, guidelines and more for IT, Network, Cyber Security and related documentation requirements. • Phone: 874-***-**** • ********@*********.***

Nick stated on April 23, 2021, during the project wrap-up / exit interview:

1) All work that Dennis did was excellent and exceeded expectations. Dennis balanced the workload based on designated priorities. He adhered to all requirements and provided scheduling, organization, research, creation, writing, editing, and electronic delivery. More than 200 documents were completed. A particular note of mention was that the organization of content and writing clarity were superior, creating order out of chaos.

2) The documents were far and above what anyone on Nick's team had ever seen. Thanks to the expertise that Dennis provides, team members were accusing Nick of somehow, overnight, becoming an English grammar and Spelling expert.

3) Nick also remarked that he would definitely use Dennis again, for other projects and annual updates are required.

Frankie Mouzon Jr, PMI-PMP, ACP, CBAP, Senior Business Systems Analyst now at Sentara Healthcare, collaborated with Dennis during their mutual tenure at GE Healthcare on a major global infrastructure project. Dennis also was assigned the role of Project Manager for a late breaking development involving Madhavi Ganesan and the "give me a neck to choke" high impact timeline.

• Mobile: 262-***-**** • Email: *************@*****.*** • https://www.linkedin.com/in/fmouzon/

Dr. Clyde R. Anderson, PhD, Manager, Open Systems Platform Integration for Abbott Laboratories hired and supervised Dennis.

“Dennis is a Microsoft Word expert. He a gifted, highly skilled professional communicator “

“Every manager, including our director, had comments to say about Dennis O'Boyle's skill at communicating and making things very interesting. This was also echoed from all of my staff attending as well. The wealth of knowledge that Dennis has at hand is a part of unique giftedness. Dennis has this gift. It is not learnable. If you ever have an opportunity to get Dennis to communicate for you, you will understand that this is Dennis' calling."

Email: *********.****@*****.*** • Postal address: 4411 E Kuhn Rd, Richmond, IL 60071

Phone: 773-***-**** • 847-***-**** • 847-***-**** • LinkedIn: https://www.linkedin.com/in/clyde-anderson-8b6112/

Michael E. Kraemer, Engineering Services Manager, hired and supervised Dennis at American Superconductor.

Cell 262-***-**** • *.*.*******@*******.***

“When it comes to best practices, Dennis O’Boyle is best practices!”

Phone: 847-***-**** • *****@********.***

Jamaica Eilbes, IT Manager- Transformation Management for KOHLS, was a Recruiter for Manpower / Experis when she located and hired Dennis for a Senior Technical Writer position with Honeywell. She has called Dennis “A rock star!” and received timely status updates of how Dennis exceeded expectations during the assignment.

Cell: 414-***-**** • *******@*****.***

Paul Elko, Product Marketing Manager, supervised and approved deliverables including technical manuals, RFP responses, foreign language translations and more that Dennis created for Honeywell Lifesciences – HomMed Division during a 21-month period.

Phone: 262-***-**** • *-*-****@***.***

Mark Willer, Professional Engineer, supervised and assisted Dennis with the creation of various technical manuals, marketing brochures and a technical marketing video at Cooper Power Systems.

Phone: 262-***-**** • ***********@*****.***

END

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