As a Senior Business Analyst & Software Trainer, Tresha supports the development of the product roadmap and manages requirements for new and existing products and services. Tresha enjoys working with product team to understand and document business requirements, critically evaluate them and translate those business needs into user stories (INVEST model) that can be understood by software Developers.

Tresha is adept at working with the Product Manager to assist in comprehensive requirement gathering sessions and one-on-one and group interviews for the development of business, functional, and system requirement documents. Tresha has years of experience writing detailed user stories and prioritizing the product backlog to align with the product vision and priorities; along with writing detailed acceptance criteria for each user story. Tresha is skilled at obtaining consensus on requirements to consistently bring items to closure, managing change flow, and traceability of requirements documents. Tresha is skilled at managing review sessions to ensure the software requirements were interpreted correctly prior to development. Tresha excels in the role as the linchpin of cross-team communication between business development, software development team, and the customer. A true people-person, Tresha thrives in fast-paced environments, where she can enable, communicate, and lead change.

As a Sr. Business Analyst, Tresha has the ability to rapidly master new systems and tools and effectively teach others. Tresha is often praised for her superior resourcefulness and problem-solving skills, strong commitment to innovation and continuous improvement, and high degree of objectivity and analytic skill. With over 18 years of Software Development experience as a Sr. Business Analyst, Technical Writer / Manager, and Software Trainer in both Agile and Waterfall environments, Tresha has in-depth knowledge of all phases of the Software Development Life Cycle (SDLC). Tresha has developed exceptional written and interpersonal communication skills, a strong desire and willingness to provide both consultative/advisory support and hands-on execution, and apply prior knowledge and insights into tailored, iterative solutions in any environment. Tresha has the strong ability to effectively manage demand, manage expectations, and deliver multiple, overlapping projects.

PROFESSIONAL STRENGTHS

Agile SDLC / Scrum

Agile Roles, Events & Artifacts

Kanban

SharePoint Solution Development

Data Lakes (Hadoop) &

Data Governance (DAMA) and

I.T. Governance (COBIT, TOGAF, SOX, ITIL)

Elicitation / Requirements Gathering (BABOK 3.0)

Gap Analysis / JAD / Process Mapping

Data Dictionary / Business Glossary (SharePoint)

BPMN / Process Modeling

Use Cases / User Stories (INVEST)

Wireframes & Mock-Ups

Functional Decomposition

As-is/To-Be and Mind Mapping Diagrams

QA / UAT Testing

Training Program Design

& Deployment

Video & E-Learning Design

Post-Training Evaluation

& Executive Reporting

Online Survey Tools

Knowledge Base Management

Website End-User documentation

Enterprise Wikis & Corporate Social Media

TECHNICAL TOOLS – Expert/Power User

Business Analysis

IBM Blueworks Live

Balsamiq and Axure RP

Lucidchart / MS Visio

SmartDraw

SharePoint List for Data Dictionary

and Product/Business Glossary

Technical Documentation

TechSmith Camtasia 2018

MadCap Flare Certified

Microsoft OS365; Office 2013/16

Jira Confluence

SharePoint: Wikis, Sites, Calendars

Adobe Captivate & InDesign

SurveyMonkey /SharePoint Survey

Project & SDLC Management

MailChimp (Mass Emails/Marketing)

Microsoft Project 2013 / OneNote

VSTS / TFS

Innotas PPM / CA Tech PPM

TFS and Rational Clearcase

Jira, Bugzilla and Basecamp

SharePoint List Business Glossary / FAQ / Risk / Issue Management

ONLINE TECHNICAL DOCUMENTATION SAMPLES

Google Drive Docs accessible with the following link and organized by deliverable:

https://drive.google.com/drive/folders/0BwiYzF5LreBqWENBaXY1RVgwcjQ?usp=sharing

PROFESSIONAL EXPERIENCE

Spirit Airlines December 16 - Present

Sr. Technical Writer Contractor

Technical Documentation: Joined IT-PMO as a Sr. Technical Writer to assist on the Loyalty 2.0 Restructure Project.

Updated Project Management deliverables and assisted with data gathering during project meetings.

City of Miami September 5, 2018 - Present

Software Applications Trainer Contractor

Training Documentation: Joined Enterprise Program Management (EPM) team as a Software Applications Trainer

assist in city-wide project: Electronic Plans Review (ePlan Review). Conducted classroom and online (Skype) training for

residents and businesses who required building, public works, or special permits within the City of Miami. Created User Guides, Quick References, and FAQ References in Microsoft Word and PowerPoint.

Instructional Design (eLearning): Utilized TechSmith’s Camtasia 2018 to create over ten software tutorials for ePlan Review. Credited for leading the first wave of eLearning videos using Camtasia within the City of Miami’s I.T. Dept.

Created all video assets: PowerPoint course material, such as course objectives, intro/outro, and class structure.

Sourced commercially copyright-free music. Performed all voiceover talent work. To view, search YouTube and Vimeo for ePlan Review Miami (or ePlan iBuild). Created an internal staff Camtasia quick class: EPM Camtasia Quick Start. In under 2 hours, a new Fire Dept Project Team created videos using the Quick Start approach. Rave reviews for cutting through the clutter and producing results without wasting valuable staff hours with extraneous Camtasia onboarding. Compiled Camtasia Lessons Learned to advance the next wave of videos for other teams.

Software Support: Performed “Walk-Up Support” for customers of the ePlan Review systems: iBuild, iPW, and OAS. Assisted customers resolving logon issues (e.g., wrong password, forgotten User IDs). Troubleshooting common system issues and helping customers to pull and print permits within the system.

Pre & Post Class Management: Created and published ePlan Review training courses schedule on Eventbrite: cityofmiami.eventbrite.com. Updated meeting text, logos, and customized URLs. Used Eventbrite Planner Mobile Application to monitor registrations in real-time. Post-class follow up emails with course materials. Used MailChimp to craft creative messages to past & future participants list: https://us17.campaign-archive.com/home/?u=fa0755dc4ea1e93398ca2865f&id=cdb3987f4e

Additional Tasks: EPM Team SharePoint: edited team site and organized content. Assisted other departments with SharePoint calendars and updating the team pages.

RYDER October 2017 – December 2017

Business Analyst / Process Specialist II February 2018 – June 2018

Contractor

Agile Training Documentation: Joined Agile Transformation Office (ATO) to assist in early enterprise-wide Agile adoption project. Created ATO Agile Framework SharePoint Site to teach Agile principles, roles, events, artifacts, and metrics. Developed communication templates and content for monthly articles for RWorld (Ryder’s Employee News Portal). Documented VSTS basics.

Training Feedback: Created Agile training and documentation surveys to gather employee feedback. Assisted with the design of Ryder’s 1st Sprint Status Report for the new Mobile Fleet Application team. Created How-To Report Reference to explain Scrum metrics (e.g., Burndown, Velocity).

Project Coordination: Performed vendor research and proof of concept (POC) sandboxes (PPM tools). Organized and participated in stakeholder meetings, and ensured that communication project tasks are completed in a timely manner.

PPM Requirements: Scheduled PPM requirements gathering sessions to document PMO needs; individual and group meetings. Requirements were shared with several leaders in Gartner’s PPM Magic Quadrant (CA Technologies, Planview).

Communications Strategy: Created ATO Communication Strategy, including the approach to leveraging Ryder’s social tool, Yammer, to communicate ATO Agile core message across the enterprise. Created social media calendar and content.

Event & Training Class Management: Coordinated large, enterprise-wide Agile Transformation & Delivery event to host Fortune 500 panel to discuss the challenges and tools needed for an enterprise-wide Agile transformation. Coordinated Agile classes: registration and confirmation using SharePoint survey forms; managed classroom / skype attendance.

Executive Communications: crafted communications for senior leaders (PPTs and I.T. articles). Worked closely with senior leadership to champion Ryder’s new Agile transformation vision in print and online; also worked across all communications functions and the broader enterprise to cascade the core narrative: agility is a journey.

CITRIX June 2017 – October 2017

Business Analyst / Project Manager Contractor

Project Coordination: Joined the Support Portfolio Re-Design (SPR) project managed by the Support Services Organization. Interacted with large cross-functional team (30+) on large capital project (18 workstreams) to re-design the organization’s legacy support offerings. Coordinated and scheduled weekly project meetings with 10 active workstream owners to document work completed, milestones, and impediments; updated main Project Plan in MS Project 2016. Notified senior management of potential risks and impacts.

Project Communications: Scheduled weekly project status meeting for 100 attendees (20 in room; approx. 80 on Skype). Managed weekly 50+ page, collaborative PPT status deck utilizing OS365 OneDrive; organized weekly highlight (key workstream achievements). Documented meeting action items and posted to internal project site, Podio.

Minutes / Action Items: Reformatted meeting minutes for usability and readability; created weekly SPR post-meeting package for over 100+ internal attendees. Praised for re-designing announcement for a crisp, clean message with supporting graphics. Produced and ensured materials adhered to the highest standards of editorial quality, relevance, readability, accuracy and corporate brand standards.

Marketing Communications Writing: Assisted the Marketing & Communication (MarCom) lead with editing support services collaterals and guides. Offered guidance on layout and readability from user’s perspective (User-Centered Writing & Design). Team struggled with documenting, managing, and tracking workstream action items; many slipped and hindered progress. Praised for organizing action items by workstream, utilizing existing tools (OneDrive Excel), and organizing ShareFile to easily find deliverables.

BLUEGREEN VACATIONS January 2017 – April 2017

Business Analyst / Enterprise Application Analyst Contractor

Process Improvement: Joined Bluegreen Vacation’s Core 2 Enabler Early Start project team: documented current (As Is) and future (To Be) process mapping for the Reservations team utilizing IBM Blueworks Live (BPMN). Created over 200 workflows. Trained business team members to edit workflows in BlueWorks Live.

Requirements Management: Worked closely with the Reservations team to gather and document business requirements to hand-off to vendor, TimeShareWare - SS&C Technologies for the new system implementation. Created and maintained Requirements Traceability Matrix (RTM). Facilitated reservation requirements discussions, confirmations, and approvals. Managed sign-off Excel spreadsheet (scanned sign-off sheets and attached to Excel; posted in SharePoint).

Use Cases: Created Reservation system Business Requirements Document (BRD) based on current timeshare reservation processes for “Shared Ownership and Shared Membership”. Created Use Case Diagrams. By identifying development synergies upstream: “shared” benefits functionality prior to deploying a sandbox, the Reservation’s team could process a full reservation, instead of small sections of a reservation. Helped to document and validate business value, cost, and risks for new functionality, “Shared Benefits”.

Business Terminology Management: Created business glossary for a common understanding between the external development vendor, TSW and the Reservations team. Leveraged Lessons Learned in Phase 1:

an absence of a common language hindered development; multiple fields were renamed and standardized.

Authoring Tools: IBM Blueworks Live (Workflows), Office 2016, Visio 2016, and SnagIt.

MEDNAX August 2016 – October 2016

Sr. Business Analyst (I.T. Security Dept) Contractor

Requirements Gathering: Joined MEDNAX Information Services Security team to assist with a short-term assignment for the implementation of the new Identity Management System, NETIQ. Worked with engineering team to document department requirements for enterprise-wide rollout.

Auditing / Active Directory Maintenance: Performed Active Directory Review for Clinical Information Services to ensure that access to MEDNAX technical tools were aligned with current job roles. Many employees retained permissions from prior permissions that violated internal audit rules. Identified issues and wrote up recommendations for resolutions.

Technical Writing: Created new SOP templates. Updated existing Security SOPs to meet current operating procedures, such as how to create a new I.T. user for a doctor’s office after it has been merged/purchased by Mednax.

FLORIDA POWER & LIGHT, Doral, FL (NextEra Energy) October 2014 – July 2016

Sr. Business Analyst / Sr. Technical Writer Contractor; reached 2 year legal limit

FPL Data Program (Data Lake / ADKAR / Metadata): May 2015 to April 2016.

oSharePoint Site Creation & Management: Created two project SharePoint sites: FPL Data Governance and Information Management Data Lake Pilot. Created all site content: site maps, style guides, and site maintenance reference sheets; used SharePoint lists for Project Status updates and Issue / Action Item tracking.

oProject Management: Assisted Product Owner with Product Backlog management. Migrated backlog from MS Excel to Microsoft Project 2013 and SharePoint Lists for better tracking.

oProject Communication / Change Management: Wrote I.T. Project Status Updates to inform organization about new, internal software solution. Utilized ADKAR principles to assist with notifying stakeholders of system rollout.

Project Intake SharePoint Solution: October 2015 to April 2016.

oCreated new SharePoint solution with Customer Service PMO to manage the new project intake process.

oSharePoint Administration: Utilized SharePoint list to provided visibility into project requests across several business units, while workflows automated request routing for estimation to the infrastructure team.

oTechnical Writing: Designed and wrote solution training guide (PPT) to onboard new users from participating business units. Worked closely with SMEs to ensure implementation of revised training materials, including user guides, online content, and job aids.

Smart Meter Analytics (MAUI): October 2014 to April 2015.

oTechnical Writing: Created a new technical documentation SharePoint Wiki; moved the project documentation to a paperless model to support collaboration across business units: data dictionary, user interface glossary,

software support process and workflows, and change management processes.

oSME Interviews: Interviewed technical stakeholders (e.g., DBAs, Principal Architects) and subject matter experts to define solution tables for the creation of a Data Dictionary. Documented new databases: MongoDB (collection), and Apache Hadoop. Worked with lead architects to define the Data Governance team structure and meetings.

oTraining Documentation: Created Job Aids: Navigating MAUI, Theft Analytics, and Welcome to MAUI (overview). Also redesigned and re-wrote email-based Product Release Notes template for WindLogics. Garnered praise for increased readability and usability by the end-user; removed all technical jargon and led with benefits (“WIFM”) of the change, not simply the technology that enabled the change.

oSupport Workflows: Created new technical support workflows to capture the end-user support process between FPL and vendor (sister-company), WindLogics. Documented the data required to create and route a Remedy ticket.

oForm Creation: Created an InfoPath form to capture 2015 Smart Meter Analytic Enhancement Requests; published to SharePoint (e.g., changes to meter theft algorithms or the addition of new data models requested by other FPL business units).

oAuthoring Tools: SharePoint 2010, Microsoft Project 2013, Office 2013, SnagIt 11, Visio 2013; heavy PowerPoint for job aids and presentations (Expert / PPT PowerUser).

EPIPHANY April 2014 – October 2014

Sr. Technical Writer / Business Analyst Telecommuting Contract

Technical Writing: Epiphany is a NetSuite Solution Provider and SuiteCloud Developer. Acquired and organized NetSuite source material for transformation and synthesis into customer-facing documentation that meets a high standard for accuracy and readability. Participated in peer reviews of technical documentation to ensure quality deliverables. Assisted with technical style guide creation and maintenance. Worked across departments to ensure the quality and consistency of documentation and written materials.

SME Interviews: Interviewed technical stakeholders and subject matter experts to create ‘How To’ documentation. Used test accounts to navigate the customer’s user interface (custom layouts) to create step-by-step guidance. Epiphany customized NetSuite modules for individual customers, which required customized end-user guides.

Documentation Processes: Established new internal processes, such as a Technical Style Guide and introduced a new online delivery framework, Confluence, for technical documentation. Identified content gaps and created action plans to resolve those gaps. Praised for introducing and implementing Epiphany’s first online documentation deliverables.

Deliverables: Software User’s Guides, End-User Training Documentation, Quick Reference Guides, and Gliffy (similar to Visio) for complex Workflow Diagrams. Corporate site: http://www.epiphanyinc.net.

Authoring Tools: Office 2013, Gliffy (add-on for Confluence), Jing, and SnagIt.

CITIBANK (LATAM: Technology, Planning & Analysis) October 2013 – December 31, 2013

Business Analyst (Regional Reorganization; Layoff)

Executive Communications: Created PowerPoint presentations for Executive I.T. Leadership. Able to take concepts and communicate key messages to leadership in presentation format.

Data Analysis: Analyzed monthly LATAM headcount (e.g., retired, voluntary, and involuntary leave). Produced Excel spreadsheet and charts to communicate results. Gathered work anniversaries, retirements, and birthdays across LATAM countries (over 200+ team).

SharePoint Administration: Reorganized SharePoint site to prepare for 2014 reporting. Initially the SharePoint site was a ‘data dumping ground’; poorly organized. Met with stakeholders to decide the most meaningful way to present the data: organized data around major projects to facilitate timely distribution of internal information to encourage collaboration across teams. Adjusted permissions to enable new folder structure.

Corporate Social Media Management: Co-managed TP&A team site on Jive, an Enterprise Social Platform, to facilitate team communication. Created and updated team profile documents, which highlighted areas of expertise and product / project knowledge.

Authoring Tools: Office 2010, Visio Professional 2010, Jing, and SnagIt.

ADT LLC, Boca Raton, FL August 2013 – October 2013

Business Analyst & Project Manager Contract; Project Moved to Next Phase

Project Coordination: Assigned to the Arise New Sales Order Entry (SOE) project. Supported Sr. Project Manager by facilitating project logistics such as meetings, conference rooms, and conference calls.

Defect Management: Routed defects utilizing the HP Application Lifecycle Management tool. Praised for closing a high amount of bugs / defects in a short time. Verified resolutions with end-users; ensured that bug fixes were tested and pushed to production.

Issue Resolution: Helped to resolve Arise training issues with agents during deployment phase (e.g., training or infrastructure issues). Attended Arise trainings to observe information provided to agents and identify gaps based on feedback. Escalated known issues and their potential solutions to key stakeholders when necessary for approvals.

Requirements Gathering: Worked with business stakeholders to gather and validate requirements for the onboarding new agents in the system. Served as a conduit for managing system requirements between the business and the software development team throughout the duration of a project.

Technical Writing: Updated existing project documentation; typically worked with SMEs and business leads to clarify ambiguous or new system functionality and business rules based on the Arise business model (outsourced call agents). Updated existing workflows to reflect changes to older ADT processes being replaced with the Arise solution.

Authoring Tools: Office 2010, Visio Professional 2010, Jing, and SnagIt.

UNITED AUTOMOBILE INSURANCE, Miami Lakes, FL February 2012 – April 2013

Sr. Technical Writer & Business Analyst (Employee) (Large Corporate Layoff)

Active Directory Audits: Utilized strong internal controls knowledge to help update, audit, and in some instances develop, I.T. processes, policies, and procedural documentation to strengthen internal I.T. controls. Provided a systematic, disciplined approach to the analysis of I.T. activities and governance processes to conform to Florida Insurance standards and regulations (COBIT & ITIL).

Project Management: Acted as the System Administrator and SME for Innotas (cloud-based project management software). Instrumental in the new system’s implementation (e.g., onboarding new users, end-user training and support). Created Executive Dashboards and Management Usage Reports to provide an overview of current projects and assigned project resources.

SOP / Mobile Policies: Created and implemented new Mobile Policies (BYOD & Company-Owned) utilizing DocuSign (paperless e-signing). Created internal education (newsletters) for business users on the pros and cons of BYOD, and how to assess risk and mitigate risk without interfering with productivity.

InfoSec Policies: Assisted in the evaluation and procurement of a new Information Security Policy package. Revised and published new policy to internal end-users. Created follow-up internal training on corporate USB usage, corporate data security (PII, PCI, and HIPPA), and customer data protection. Worked closely with the Security Engineer to assess and document network risks. Topics addressed: email retention and privacy, customer data security, laptop and mobile phone security.

I.T. Communication & Change Management: Assisted CIO with deploying email encryption and data security program throughout the organization. Created review and reminder e-mail campaigns to help ‘bake’ the new policies into the corporate culture thus creating accountability and reinforcement.

ServiceDesk Admin: Administered ITIL & Asset Management tool, ServiceDesk Plus Enterprise. Defined requirements and trained Help Desk team on new modules: purchasing, contracts, and asset tracking. Transformed the usage of this expensive tool from 30% to 60% for many I.T. tasks through internal training and product awareness. Analyzed internal business user requirements, created process maps, and gained buy-in from management through various presentations. Commended by Executive Management for stronger corporate asset tracking and corporate accountability.

Audit Prep and Compliance: Provided project leadership on I.T. audit events, including discovery, sample delivery, management response, gap analysis, and remediation activities. Identified and engaged key stakeholders in remediating compliance issues. Participated in strategy sessions with management and subject matter experts to develop effective and cost-efficient remediation plans.

I.T. Training: Created a new internal compliance training and awareness program (e-newsletters and desk-side training) to foster a culture of corporate data safety and security. Provided continuous coaching regarding internal and industry controls requirements to I.T. managers and end-users. Walked through the building providing “See It, Say It” – spotting security risks and immediately educating users on the risk and how to mitigate (e.g., logons written on post-it notes).

On-Site Auditor Engagement: Managed interactions and engagements with external auditors (Dixon Hughes) regarding annual audits. Praised by external auditors for high attention to detail, strong organization, and proactive data gathering before artifacts are requested. Served as the point of contact for Dixon Hughes for all documentation requests.

Audit Documentation: Reviewed and analyzed complex, technical information and summarized for management in preparation for SAS 70/SSAE 16 audits. In addition, performed annual vendor SAS70s (SSAE16) reviews from all I.T. service providers (e.g., Innotas, Verizon, AT&T, Avaya, and firms hosting UAIC data).

Authoring Tools: Office 2010, Visio Professional 2010, Jing, and SnagIt.

CAMPUS MANAGEMENT CORP, Boca Raton, FL January 2011 – February 2012

Sr. Technical Writer & Migration Documentation Team Lead

Vendor Selection: Researched leading online help vendors; prepared a cost and benefit analysis. Selected MadCap Flare. Became certified in MadCap Flare. Conducted lunch and learn sessions to onboard writing team onto the new tool. Assisted with the migration away from RoboHelp.

Online Help Strategy: Developed WebHelp strategy for migrating HTML Help for proprietary educational software written in Visual Basic that was rewritten / refactored over two years onto a .NET platform.

Technical Writing: Created two WebHelp systems for stand-alone Financial Aid software products.

Team Wikis: Utilized internal wiki to communicate with offshore staff of five. Successfully updated back-end documentation for creating several large webhelp systems (e.g., writer how-to, interaction with Business Analysts, and maintaining style guide).

Terminology Management: Initiated and implemented the company’s first SharePoint-based terminology management database (product glossary) to improve document quality across multiple development teams to ensure a common syntax throughout the user interface and documentation. In the second phase, the term database was synched with the Enterprise Architecture system using a nightly script. Ensured the alignment of project artifacts across teams (e.g., Project Sponsors, Product Owners, Business Analysts, and Content Developers). Utilized a nightly scripting job to synch the SharePoint and Sparx databases.

Documentation QA / Feedback: Created and implemented the documentation team’s first computer kiosk utilizing Survey Monkey to gather feedback from software conference attendees regarding the software documentation. Created a t-shirt prize package for survey participants and generated management reports that summarized the survey results.

Team SharePoint: Assisted with the migration and reorganization of the Documentation Team’s SharePoint site from a

small, unorganized wiki to robust SharePoint team site. Automated productivity status reports for 5 member doc team.

Project Management: Project Server 2007 and Microsoft Office Live Meeting 2007.

Authoring Tools: MadCap Flare 7.0, MadCap Contributor 7.0, Microsoft Office 2010, SharePoint

Server 2007, and Jing.

FIRST DATA CORPORATION, Denver, CO July 2010 – January 2011

Sr. Technical Writer and E-Learning Designer (Telecommuting Contract – Extension from HOPS)

Technical Writing: Documented proprietary, SaaS Gift Card software built on a Cognos Business Intelligence (BI) platform. Defined large amounts of report data to non-technical end-users. Created Training Manuals and Quick Reference Guides for the migration of large corporations (McDonalds, Red Robin, and Bank of America) onto the new Gift Card BI platform.

Also re-designed existing report reference documentation (e.g., How to Understand the Report) for internal reporting portals.

E-Learning: Authored three training videos: Welcome to Prepaid Business Intelligence, Introduction to Analysis Studio, and Introduction to Query Studio. Videos were available for download from an end-user First Data Support Portal. Primarily used captions to guide users through the steps to view reporting pages (BI Dashboards), build custom queries, and run reports. Created supporting documentation to assist end-user in accessing and viewing videos based on their platform.

Project Management for Telecommuting: Microsoft Office Live Meeting 2007, OneNote 2007, and Outlook 2007.

Authoring Tools: RoboHelp 8, Captivate 5, Microsoft Office, Microsoft Publisher, PhotoShop,

SnagIt and Jing.

RYDER, Miami, FL April 2010 – July 2010

Sr. Technical Writer, Enterprise Architecture Group (Short-term Contract)

Business Processes: Documented internal processes for the engagement of Enterprise Architecture (EA) team for internal technology projects. Developed forms and templates for employees to use during the EA engagement process. Published forms and templates to the department’s SharePoint site for employee download.

SME Interviews: Conducted interviews with SMEs, identified business definitions and rules, and captured business process narratives to share with other Ryder teams.

Deliverables: Process Reference Guides, Swimlane Diagrams (Flowcharts and Activity Flows), internal SharePoint sites, Department Newsletters, and Technology and Infrastructure Standards.

Authoring Tools: Microsoft Office, Visio Professional,

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