Manager Data Analyst

GAIL HINES

512-***-**** adbmg7@r.postjobfree.com

Austin, TX 78745 https://www.linkedin.com/in/gailghines/

TECHNICAL WRITER

Strong and well-organized individual with proven leadership abilities. Experienced in mentoring, coaching, and managing small teams while increasing team and program performance. Experienced in writing multiple document types for multiple audiences. Fast learner.

SKILLS

Technical Writing/Editing Training Design and Delivery Small Team Management

CAREER HIGHLIGHTS

Technical Writing and Editing

Wrote and edited user manuals, training manuals, quick reference guides, and knowledge articles.

Wrote business proposal responses to RFPs (requests for proposal) for small security construction firm, earning the firm over $1m.

Developed and documented policies and procedures for performing electronic discovery queries and quality control actions related to processing of open records requests, resulting in a reduction in processing and response time from 10+ days to 5 days.

Wrote process documentation (instruction sets, policies, and procedures) for multiple employers.

Wrote and presented project progress reports for managed services company.

Wrote feasibility reports and policy/procedure documents for state agency, helping agency align program delivery with agency needs.

Interviewed subject matter experts and edited previously written content, translating complex technical information into easy-to-understand language for user guides.

Wrote content style guide for knowledge management team at federal agency service desk, managed service company, and state agency publications department, developing standards for consistency in written documents.

Training Design and Delivery

Designed and delivered new employee technology training for state agency, reducing training time from 5 days to 3 while still maintaining new employee understanding of topics.

Identified need for, designed, and delivered knowledge program training for federal agency service desk and managed services company, increasing overall staff awareness and understanding of program, and increasing knowledge use by 75%.

Identified skill set needed for new knowledge managers. Developed and delivered training for knowledge managers and subject matter experts (SMEs), ensuring a consistent skill set for team and SMEs.

Small Team Management

Acted as technical lead for team of 14 knowledge managers. Designed and delivered training, mentored and coached, monitored team progress toward goals, and improved employer satisfaction with program by 50% in 6 months.

Turned around unsuccessful state agency publications team by improving performance and productivity. Modified and eliminated departmental processes, created team specialist positions, reassigned responsibilities, cross-trained staff, motivated team through teambuilding training and activities, and improved communication with leadership team. Reduced production time by nearly 20%, eliminated department errors in publications, and eventually reduced staff from 10 to 7 members, but maintained higher performance level.

WORK HISTORY

OneNeck IT Solutions, Scottsdale, AZ 10/2017–11/2019

Operations Knowledge Manager

ASM Research, Austin, TX 4/2016–9/2017

Knowledge Manager for Veterans Administration Enterprise Service Desk

Adams Communication & Engineering Technology Inc, Austin, TX 11/2014–4/2016

Knowledge Manager for Veterans Administration Enterprise Service Desk

Intratek Computer, Inc, Austin, TX 2/2014–10/2014

Knowledge Manager for Veterans Administration Enterprise Service Desk

TEKSystems, Austin, TX 12/2013–2/2014

Report Writer for Flextronics (Contract)

Neu Security Systems, Austin, TX 1/2013–11/2013

Administrative Manager and Proposal Coordinator

APEX Systems, Austin, TX 8/2011–1/2013

Business Process/Data Analyst for City of Austin Communications and Technology Dept. (Contract)

Texas State Auditor’s Office, Austin, TX 1/1995–8/2003

Help Desk Coordinator and Knowledge Writer

Balanced Scorecard Administrator

Publications Manager

SOFTWARE

Office Productivity: Word, Excel, PowerPoint, Outlook, Visio, Project

Graphics and Video: Snipping Tool, Snagit, Camtasia

ITSM Ticketing Tools: Cherwell, CA Service Desk Manager (SDM), FrontRange HEAT

EDUCATIONAL COURSEWORK

English and Technical Writing, Austin Community College, Austin, TX

CERTIFICATION

ITIL Foundations v3 Certified

PROFESSIONAL DEVELOPMENT

Presenting Data and Information by Edward Tufte, Austin, TX

Train the Trainer, Texas State Auditor’s Office, Austin, TX

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