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Technical Writer Office

Location:
Irving, TX
Posted:
May 19, 2020

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Resume:

TECHNICAL WRITER

Excellent written and verbal communication skills used to coordinate technical writing in the Software Development Life Cycle (SDLC). My work-style is summarized as follows and will be an asset to your organization:

Efficient - Produces large quantities of work in short periods of time. Achieved “0” audit errors and the Summit Award.

Customer Oriented - Identifies the audience and customizes the final product to be “user friendly”. Received 95% approval rating from 1,000 users surveyed.

Detail Oriented - Ensures documentation is accurate and unambiguous by focusing on tasks.

QUALIFICATIONS

COMMUNICATION SKILLS: Simplified complex information into concise communications that create a cohesive environment for your company. Applied written and verbal communications skills to create procedures, policies, manuals and user guides in MS Word templates.

PROJECT MANAGEMENT: Organized multiple projects simultaneously in all phases of the Process Groups (Initiating, Planning, Executing, Monitoring and Controlling, Closing). Creative problem solving and conflict resolution skills. Completed 40 PDU hours of Project Management preparation.

PROACTIVE QUICK LEARNER: Ability to understand business problems by conducting in-depth investigations. Research techniques included Stakeholders/Subject Matter Experts (SMEs)/End-User interviews, surveys, observation and existing documentation. Accomplished goals as the team lead and independent self-starter.

DATABASE MANAGEMENT SKILLS: Managed large volumes of information in SharePoint using database administration skills. Reported team progress in status reports, meetings, emails and memos.

PROFESSIONAL EXPERIENCE

Key Bank

Technical Writer (January 2020 – Present)

Contract for Home Equity conversion from CACS to the MSP system.

Researched default procedures in MSP

Performed gap analysis

Interviewed Subject Matter Experts (SMEs) and testers to update documents

Updated current procedures with MSP steps using Word

Uploaded documents for review in BluePrint

Met all project deadlines

Maintained weekly status report to management

Stearns Lending

Mortgage Company

Technical Writer (June 2019 – November 2019)

Contract for rebranding policies and procedures for the purchase of SoFi, LLC.

Performed gap analysis to update Stearns documents and transfer to SoFi templates

Interviewed Subject Matter Experts (SMEs) to update documents

Researched and wrote the procedures for Stearns and SoFi

Coordinated the release and announcement of the SoFi AllRegs website

Obtained sign offs from users and management

Maintained weekly status report to management

Uploaded final documents to AllRegs

Computershare Specialized Loan Servicing, LLC (SLS)

Mortgage Company

Technical Writer (April 2018 – March 2019)

Contract writing procedures for Onboarding Services.

Sole writer responsible for writing, editing and project planning

Created procedures for loan transfers from scratch

Interviewed Subject Matter Experts (SMEs) for an overview and step-by-step procedures

Ability to quickly grasp complex technical concepts and make them easy to understand

Organized and wrote high quality documentation that is appropriate for intended audience

Gap analysis

Obtained sign offs from users, testers and management

Maintain library of files and project status

Utilized MS Office, SnagIt, FiServ, Pre-Boarding Interface (PBI)

Fay Services, LLC

Mortgage Company

Technical Writer (October 2017 – December 2017)

Short-term contract writing policies and procedures for Loss Mitigation.

Created job aids from scratch

Interviewed Subject Matter Experts (SMEs) for step-by-step procedures

Researched procedures using the MSP application

Obtained approval and sign-off from SMEs

Documented procedures in MS Word

PenFed Credit Union

Credit Union for Federal employees

Technical Writer (June 2017 – August 2017)

Short-term contract writing policies and procedures for Investor Reporting and Cash.

Completed 20 procedures in 8 weeks and achieved project goals.

Wrote procedures from scratch.

Interviewed Subject Matter Experts (SMEs) in Cash and Investor Reporting for step-by-step procedures.

Obtained approval and sign-off from SMEs.

Research procedures using the FiServ application.

Documented procedures and screen captures using MS Word/SNAGIT.

Pacific Union Financial

Provider of a full spectrum of residential mortgage loan options nationwide.

Technical Writer (January 2016 – March 2016, May 2016 – May 2017)

Contract researching and writing procedures for loan processors.

Interviewed Subject Matter Experts (SMEs) in escrow, bankruptcy, foreclosure, customer service, cash, etc. for step-by-step procedures in performing tasks.

Documented procedures, policies and screen captures in MSP using MS Word, Snagit and Adobe Acrobat.

Obtained approval and sign-off from SMEs and all levels of management.

Published documents to the Intranet.

Maintained status of each procedure in SharePoint.

Achieved the goal of the project by completing 52 procedures by the end of Feb. 2016.

Utilized writing, editing and proofreading skills

Prospect Mortgage

A leading residential mortgage lender.

Content Manager/Technical Writer – (April 2015 – October 2015)

Permanent position providing content management of policies, procedures, and alerts.

Collaborated with management to develop, document and maintain written processes, procedures, manuals and alerts

Liaison between stakeholders and management

Maintained database entries of dates, people, and events involved in writing the documentation

Utilized writing, editing and proofreading skills

Creative problem solving and conflict resolution skills

Managed special projects as needed

Performed tasks across multiple platforms, databases, and applications including MS Office, SharePoint, and Snagit

J. Walter Thompson

Marketing communications company - U.S. Marine Corps. Account

Technical Writer – (September 2014 – December 2014)

Contract position utilizing Business Analysis expertise in an agile environment.

Wrote Business Requirement Documents (BRD) for agile team and Interface Control Documents (ICD) for technical team for desktop and mobile websites

Established working relationships with SMEs to gather requirements for 6 products

Researched functional and non-functional requirements

Used root cause analysis skills

Applied verbal and written communication skills

Constructed Visio diagrams

Created User Guides for USMC Officers

Utilized, MS Word, Visio, Acrobat, Snagit, SharePoint, XML and Adobe Documents

Nationstar Mortgage

Leading residential mortgage servicer.

Technical Writer – (November 2013 – September 2014)

Full time position utilizing Technical Writing expertise to perform gap analysis and write procedures.

Conducted research by interviewing subject matter experts, reviewing existing documentation, and gleaning information from the system or product being documented.

Performed gap analysis, and delivered all requirements within specified time-lines.

Translated information of medium to high complexity into clear, concise documents appropriate for various target audiences.

Supported multiple document projects concurrently, independently, and with minimal supervision.

Worked with the business to create process maps.

Adept at shifting/competing project priorities.

Utilized Microsoft Office, Visio, SharePoint, Archer, HTML, Adobe

IBM (Global Services Division)

The second largest company in the U.S. providing business solutions.

Technical Writer/Business Analyst – (May 2013 – September 2013)

Contract position working with AT&T wireless as the customer.

Researched and gathered information for business requirements document.

Interfaced with AT&T as the client to obtain information.

Produced documentation in short time frames for engineers.

Performed Gap Analysis.

Created mock-ups.

Utilized Microsoft Office, iRise and Visio.

Think Finance

Next generation financial services providing short-term loans.

Business Analyst – (November 2012 – March 2013)

Full time position utilizing Business Analysis expertise to gather and write system requirements.

Elicited and researched functional business requirements.

Conducted meetings with SMEs, Stakeholders, Developers and QA to review requirements.

Lead daily stand-up meetings in an Agile environment.

Created and maintained Business Review Documents (BRDs) outlining requirements.

Wrote and defined functional business requirements that were used to code and write test cases.

Developed project plans, tasks and deadlines for myself and team members.

Utilized SharePoint, strong logical, analytical, and problem-solving skills.

Microsoft Office, Snagit, Visio.

Bank of America

The second-largest bank holding company in the United States by assets serving clients in more than 150 countries. Maintains relationships with 99% of the U.S. Fortune 500 companies and 83% of the Fortune Global 500.

Technical Writer – (May 2012 – June 2012)

Contract position utilizing Technical Writing expertise to evaluate security issues.

Elicited and researched functional and non-functional business requirements.

Created documentation and workflows for security issues.

Utilized SharePoint, strong logical, analytical, and problem-solving skills.

Microsoft Office, Power Point, Visio, Snagit, SharePoint

Soft Card

A start-up joint-venture with AT&T Mobility, T-Mobile USA, and Verizon Wireless providing nationwide mobile commerce networking utilizing smartphones and near-field communication (NFC).

Technical Writer – (November 2011 – March 2012)

Contract position utilizing Technical Writing expertise for iPhones and Androids.

Documented the Issuer Planning Package for onboarding banks concerning security issues.

Elicited and researched functional and non-functional business requirements.

Created workflows.

Utilized SharePoint, strong logical, analytical, and problem-solving skills.

Microsoft Office, Power Point, Snagit and Visio.

Burlington Northern Santa Fe (BNSF Railway Company)

A subsidiary of Berkshire Hathaway Inc. that owns one of the largest freight railroad networks in North America.

Technical Writer – (December 2009 – October 2011)

Contract position utilizing Technical Writing expertise to write and develop online help procedures using Robohelp. This project was created from scratch.

Interviewed developers, stakeholders, Subject Matter Experts (SMEs) and end users to gather information.

Interfaced as liaison and main contact for business and development teams providing functional guidance.

Documented step-by-step computer system procedures used by field and office technicians.

Developed project plans, tasks and deadlines for myself and team members. Tracked project success and time-lines with MS Project.

Utilized SharePoint, MSF Agile Software Development, Windows XP and Office 2007, Snagit, Visio and Adobe Acrobat 9.0, Robohelp.

EDUCATION

Bachelor of Arts, Spanish, Texas Tech University, Lubbock, Texas



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