Technical Writer

Joshua J. Gillis

Indianapolis, IN 317-***-**** **********@*****.*** https://www.linkedin.com/in/joshua-gillis/

Technical Writer

Over 16 years of experience in the Information Technology field supporting business and IT operations creating/modifying documentation for knowledge base, policy, process, and procedure to meet requirements of stakeholders and clients. Experience in working with subject matter experts to drive policy and process improvement. Solid track record of delivering results in time and resource constrained environments.

Skills and Abilities

Gather information and communicate complex ideas to target audience

Meet with subject matter experts to establish requirements for documentation

Translate technology terms and process into readily understood language

Create documentation tailored to desired audience and in compliance with style guides and regulations

Lead meetings with stakeholders to present work in progress, confirm requirements, suggest best practice options, determine opportunities to close gaps in existing policy

Present information on project and finished product to executive level leadership

Compile process flows from disparate groups into a cohesive over-arching process flow

Areas of Knowledge

ITIL Best Practices including:

oIncident Management

oChange Management

oRequest Management

oProblem Management

oKnowledge Management

oMajor Incident Management

Network Account InfoSec/Move, Add, Change, Delete best practices

Information Technology compliance with data privacy laws

oGDPR

oCCPA

oHIPAA

Data reporting tools including data mart and PowerBI

Agile (Scrum, Kanban)

Project reporting and shared workspaces

oJIRA

oSmartsheet

oConfluence

Customer service (Situational Service)

ITSM platforms (including process flow and optimization)

oServiceNow (Jakarta and Kingston)

oRemedy and RemedyWeb

Microsoft products including:

oAccess

oProject

Professional Experience

Fusion Alliance, Indianapolis, IN April 2019 –June 2020

Technical Writer

Contracted to major medical device and services company to document global IT policy, procedure, and regional addenda. Cooperate with team members and Product Owner within Agile Kanban structure.

Gather and document global IT policy and procedure requirements, including content related to data privacy regulations for GDPR, CCPA, and Data Privacy Risk Assessment

Meet with subject matter experts from multiple departments to assess and document their current process and desired future state

Evaluate existing content to identify redundancy and areas for update

Lead meetings with stakeholders to present work in progress, confirm requirements, suggest best practice options, determine pain points and opportunities to close gaps in existing policy

Create content and assemble policy documents based on stakeholder input, previous policy, and best practice research

Own iterative review and edit process, along with Product Owner

oIncludes meeting with international stakeholders, and creating regional addenda based on needs and requirements

Update documentation templates in MS Word, including adjusting/creating Styles to conform to style guides and readability standards

Document progress in project tracking system, maintaining up-to-date information on in-progress policies, and accurate dates for delivery to ratification process

Bell Techlogix, Indianapolis, IN March 2005 – February 2019

Position - End User Computing Operations Manager 2/14 – 2/19

Lead new engagement on-boarding efforts, including documentation of process and procedure, as well as knowledge base creation.

Managed multiple dedicated and shared service desk teams, servicing users from different workplace cultures and business models around the world.

Responding to RFPs, crafting statements of work for potential new engagements

Conducting comprehensive Discovery prior to engagement go-live or project roll-out

oMeeting on-site with client stakeholders to determine current process, as well as expectations and client culture

oCreating and proposing process improvements to align multiple business lines into a cohesive process flow

oCreating and maintaining knowledge documentation to support the new process

Managing to Service Level Agreements and Key Performance Indicators for each client engagement

Understanding and leveraging data analytics to action continuous improvement, including:

oCompiling reporting data related to the delivery of Service Desk operations

oRegularly involved in process development, review, and implementation - following ITIL best practices in such areas as ITSM configuration, Incident, Change, and Problem Management

Acting as primary point of contact within the Service Desk organization for the external customer and the internal Service Delivery team

Position - End User Computing Supervisor 12/11 – 2/14

Managing day-to-day operations of the Service Desk, including:

oProviding training and coaching to Level 1 and Level 2 analysts

oAssessing employee skills through Quality Assurance audit and documentation

Position - End User Computing Technical Lead 12/10– 12/11

Ensuring Knowledge processes and procedures are followed, and that Service Level Agreements related to First Call and First Tier Resolution are achieved

Participating in meetings with clients and upper level management

Performing Call and Ticket QA

Position - Service Desk Analyst 3/05 – 12/10

Providing Tier 1 and 2 phone and e-mail support for multiple clients and their end users, including:

oTroubleshooting for network and desktop issues, supported a wide range of software and hardware, including Outlook, Lotus Notes, VPN clients, wireless access, remote desktop access, and DSL

Certifications

ITIL Best Practices (ITIL Foundations Certified – 2014)

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