Technical Writer

Location:

Gwynn Oak, MD

Posted:

October 30, 2020

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Resume:

MS. PAULA C. WILTSHIRE

Gwynn Oak, MD

301-***-**** (Cell)

Email: ********@*****.***

SUMMARY OF QUALIFICATIONS

Over 26 years of experience in the Information Technology (IT) field which includes business systems analysis (16 years), project management (six years), configuration management (10 years), technical writing (20 years), application programming (16 years), database design and maintenance (15 years), application testing (16 years), help desk support (10 years), training (20 years), systems analysis and design (18 years) and data entry (five years). Has applied system development principles to system development in finance, contract management, business information management, public housing support, call centers, correspondence management, departmental enforcement, compliance and etc.

JOB-RELATED SKILLS:

Methodologies, practices and standards: Waterfall, Agile, Systems Development Life Cycle (SDLC) and Information

Technology Infrastructure Library (ITIL) practices, Software Development

Methodology (SDM), American Psychological Association (APA) documentation

standards

Computer Systems and Networks: Amdahl, IBM, Data General, Unisys, various brands of desktops and various

brands of laptops, Local Area Networks (LAN), Wide-Area Networks (WAN), Internet,

Intranet, Extranet

Operating Systems and Languages: IBM OS, MAC OS X, Microsoft (MS) DOS, MS Windows (XP, Vista, 2010), UNIX

XML, HTML, UNIX, C++, Shell Scripting, PowerBuilder, COBOL, FORTRAN, Basic,

Assembler, Job Control Language (JCL), Extensible Computer Language (ECL),

Structure Query Language (SQL), Information Presentation Facility (IPF), Unified

Modeling Language (UML), MySQL, MS SQL Server, MS Access, Oracle, dBASE,

FoxPro, IBM DB2, System 2000

Tools/Software: MS Office Suite, MS Project, MS Visio, Adobe products (Acrobat, Captivate, Presentor, etc), SmartDraw,

Snagit, Bugzilla, JIRA, Remedy, HP Quality Center, Erwin, PVCS, Cognos, Crystal Reports, SQR, SQL Plus, Lotus Notes/Domino, MS Outlook, SharePoint, Wiki, TSO/ISPF, various Commercial Off-the-Shelf

(COTS) packages, and various Content Management Systems (CMS).

Web Development: .NET, C#, JAVA, J2EE, Cold Fusion, and Active Server Pages (ASP)

PROFESSIONAL EXPERIENCE:

Self-employed as an Independent Contractor Dates Employed: 12/2017-Present

Charlotte, NC/Washington, DC/Baltimore, MD

For various web-based software systems within the scope of the companies served, primarily utilizing SDLC concepts and following the Agile and/or Waterfall methodologies and ITIL practices. Provided support in the following roles:

Senior Business Analyst

Consulted with clients (management, end users and external stake holders) to analyze business strategies and processes for the consolidation of multiple systems to one web-based system providing support for infrastructure and application design

Participated and facilitated in Joint Application Design (JAD) or Rapid Application Development (RAD) workshops in collecting and processing business requirements using the prototyping concept for the new web-based system

Participated and occasionally facilitated daily scrum meeting and documented sprint backlogs, product backlog, etc. in developing prototypes for the sprints

Performed data extraction and analysis SQL, MS Excel and MS Access to determine data integrity

Applied reverse engineering techniques in researching various legacy software systems to analyze “as is” business processes, decomposition, identified incorrect or incomplete business processes, provided recommendation for improving business processes, identified the risk factors, and documented findings

Analyzed and resolved enterprise-wide case and defect management tickets from multiple Remedy applications

Reviewed and documented recommendations for an enterprise system for internal and external resources that would meet the needs of the client for both a UNIX and Windows OS environment

Worked closely with the business stakeholders, engineers, and developers in the design, construction and implementation of various system infrastructures and applications

Designed, created, and updated screen mockups/wireframes and prototypes to depict the website page layouts, arrangement of the content, including interface systems, and how they work together

Liaison between business and technical staff

Technical Writer

Created and/or edited Visio diagrams depicting workflows, use cases, business processes, data flows and the decomposition of infrastructures and applications that included UML and BPMN industry standards of business process modeling.

Created and/or edited Requirement Traceability Matrix (RTM), Function Design Specifications (FDS), Software Requirements Specification (SRS), and etc. utilizing a variety of software such as MS Word, MS Visio, Smart Draw, IBM Requisite Pro, SharePoint, and etc.

Developed and updated SDM documents, such as, needs statement, project plans, feasibility studies, risk analysis, cost benefit analysis, security plans and etc.

Developed and updated user manuals and quick reference guide documents for new web-based system

Artech Information

Wells Fargo & Company Dates Employed: 02/2017-06/2017

Charlotte, NC

On contract with Wells Fargo and provided documentation support utilizing various software tools, primarily but not limited to Microsoft Office tools (Word, Visio, PowerPoint, Project, Excel and Outlook) and SharePoint. Utilized SDLC concepts and followed Agile and/or Waterfall methodologies and ITIL practices.

Business Analyst

Gathered requirements from and collaborated with the Project Manager, Engineers, and other Business Analysts (BAs) in creating and/or editing technical documents for the PAC2000 system for the Test, Development and Production environments.

Participated in daily scrum meeting and documented sprint backlogs, product backlog, etc. in developing prototypes for the sprints

Technical Writer

Incorporated standards in creating/editing user process documents and templates to standardize the PAC2000 processes and procedures.

Combined the text of Business Requirement Documents (BRDs), Functional Specification Documents (FSDs), and Change Requests (CRs) to create a single relative document.

Created and/or edited Visio diagrams depicting workflows, business processes, data flows, and etc. that included the UML and BPMN industry standards of business process modeling.

Managed project SharePoint library to upload and edit documentation in various folders and subfolders.

Collabera

LPL Financial Dates Employed: 11/2016-02/2017

Fort Mill, SC

On contract with LPL Financial and provided documentation support utilizing various software tools, primarily but not limited to Microsoft Office tools (Word, Visio, PowerPoint, Project, Excel and Outlook) and SharePoint. Utilized SDLC concepts and followed Agile and/or Waterfall methodologies and ITIL practices.

Business Analyst

Gathered requirements from and collaborated with the Project Manager, Subject Matter Experts (SMEs) and other BAs in creating and/or editing documents for various financial systems for the Test, Development and Production environments.

Participated and occasionally facilitated daily scrum meeting and documented sprint backlogs, product backlog, etc. in developing prototypes for the sprints

Technical Writer

Incorporated standards in creating/editing user process documents, templates, and Technical Writer’s manuals to standardize financial system processes and procedures.

Performed analysis in combining the text of BRDs and FSDs to create a single relative document.

Created and/or edited Visio diagrams depicting workflows, business processes, data flows, and etc. that included UML and BPMN industry standards of business process modeling.

Created and modified screen mockups/wireframes

Managed the SharePoint libraries of various project to upload and edit documentation to their perspective folders and subfolders.

Apex Systems, LLC

Wells Fargo & Company Dates Employed: 09/2015-09/2016

Charlotte, NC

Technical Writer

A member of the Contact Handling Technologies (CHT) Integration and Design team for Call Centers in the areas of telephony applications, such as, Genesys, NICE, Cisco, and various work force managements.

Created/edited user process documents, user guides, templates, and Technical Writer’s manuals to standardize CHT business processes and procedures.

Created and/or edited Visio diagrams depicting workflows, business processes, data flows and etc. that included UML and BPMN industry standards of business process modeling.

Managed project SharePoint library to upload and edit documentation in various folders and subfolders.

Performed BA duties in:

oGathering requirements from and collaborated with the Project Manager, CHT Engineers, and BAs in creating and/or editing Integration Design Documents (IDDs), and Integration Design Supplements (IDSs) for the Test, Development and Production environments.

oParticipated in daily scrum meeting and documented sprint backlog and product backlog.

oPerforming analysis in combining the text of BRDs, FSDs, and CRs to create a single relative document (IDD, IDS, Users Guide, etc.).

Carolina IT Professionals

Lowe’s Company Dates Employed: 05/2015-07/2015

Mooresville, NC

On contract with Lowe’s Company and provided documentation support utilizing various software tools, primarily but not limited to Microsoft Office tools (Word, Visio, PowerPoint, Project, Excel and Outlook) and SharePoint. Utilized SDLC concepts and followed Agile and/or Waterfall methodologies and ITIL practices.

Business Analyst

Worked closely with the business stakeholders, infrastructure engineers, and developers in documenting the design, construction and implementation of various system infrastructures and applications

Participated in various meetings to document the business needs of the current and future system infrastructures and occasionally provided support in scribing the meeting minutes. Documentation was formally formatted in accordance to APA standards and delivered to stakeholders for review and approval.

Created and modified screen mockups/wireframes

Provided support in error bug tracking, issue tracking, and project management functions utilizing JIRA software.

Technical Writer

Identifying and documenting high level and and/or detailed specifications and decomposition of business processes by creating/editing Standard Operating Procedures (SOPs), use cases, business process diagrams, workflows, Functional Requirements Document (FRD), FDS, Technical Design Specifications (TDS) and etc.

Created and/or edited Visio diagrams depicting workflows, business processes, data flows, the decomposition of infrastructures and applications, and etc. that included UML and BPMN industry standards of business process modeling.

Ace Info Solutions, Inc.

Environmental Protective Agency Dates Employed: 05/2013-07/2014

Washington, DC

On contract with the Environmental Protective Agency (EPA) Office of the Chief Financial Officer (OCFO) and provided documentation support utilizing various software tools, primarily but not limited to Microsoft Office tools (Word, Visio, PowerPoint, Project, Excel and Outlook). Utilized SDLC concepts and followed Agile and/or Waterfall methodologies and ITIL practices.

Technical Writer

Reviewed, revised, and delivered the combined monthly and biweekly status team reports, and executive summary reports.

Identified and documented high level and and/or detail specifications of business processes by developing SOPs, use cases, business process diagrams, workflows, FRDs, FDSs, TDSs, and etc.

Worked closely with the business stakeholders and developers in the design, construction and implementation of various systems

Participated and occasionally facilitated daily scrum meeting and documented sprint backlogs, product backlog, etc. in developing prototypes for the sprints

Created and/or edited Visio diagrams depicting workflows, business processes, data flows and etc. that included UML and BPMN industry standards of business process modeling.

Self-employed as an Independent Contractor Dates Employed: 03/2011-05/2013

In support of Department of Housing and Urban Development Dates Employed: 04/2006-10/2010

National Bureau of Affairs

Maryland Aviation Administration

Washington, DC

Senior Business Systems Analyst

Participated and facilitated in JAD or RAD workshops in collecting and processing business requirements using the prototyping concept for the new web-based system

Participated and occasionally facilitated daily scrum meeting and documented sprint backlogs, product backlog, etc. in developing prototypes for the sprints

Performed data extraction and analysis utilizing SQL, MS Excel and MS Access to determine data integrity

Reviewed and documented recommendations for an enterprise system for internal and external resources that would meet the needs of the client for both a UNIX and Windows OS environment

Worked closely with the business stakeholders, engineers, and developers in the design, construction and implementation of various system infrastructures and applications

Designed, created, and updated screen mockups/wireframes and prototypes to depict the website page layouts, arrangement of the content, including interface systems, and how they work together

Liaison between business and technical staff

Technical Writer

Created and/or edited RTM, FDS, SRS, and etc. utilizing a variety of software such as MS Word, MS Visio, Smart Draw, IBM Requisite Pro, SharePoint, and etc.

Developed and updated SDM documents, such as, needs statement, project plans, feasibility studies, risk analysis, cost benefit analysis, security plans and etc.

Developed and updated user manuals and quick reference guide documents for new web-based system

Tester

Developed test cases and test plans (manual and automated)

Tested system(s) during all stages of development and User Acceptance Testing (UAT) using a variety of testing tools (HP Quality Center and etc.)

Provided support in error bug tracking, issue tracking, and project management functions utilizing Bugzilla or JIRA software.

Trainer

Developed and updated testing material; training manual, training instructions, training scenarios

Developed PowerPoint presentations to aid in training process

Project Manager

Developed and updated project work plans including a Work Breakdown Structure (WBS), deliverable/milestone, and status reports to address work requests and task specifications.

Assisted in the preparation of Request for Quote (RFQ) in response to Statement of Work (SOW) from various government agencies

Participated in oral presentations to prospective clients in response to SOWs

Created and presented storyboards to clients in response to SOWs utilizing MS PowerPoint and incorporating MS Visio diagrams

Technisource

Department of Interior Dates Employed: 10/2010-03/2011

Alexandria, VA

On contract with Distributed Information Technology (DIT) for the Department of Interior (DOI) National Park Services (NPS).

Senior Business Systems Analyst

Participated in requirement gathering meetings to determine the business needs of current and future systems following the Waterfall methodology and ITIL practices

Participated in JAD workshops in processing and collecting business requirements using the prototyping concept

Created and presented storyboards to client utilizing MS PowerPoint and incorporating MS Visio diagrams and TechSmith Snagit screen mock-ups.

Created and/or edited Visio diagrams depicting workflows, use cases, business processes, data flows, and the decomposition of infrastructures and applications that included UML and BPMN industry standards of business process modeling.

Created and/or edited RTMs, FRDs, SRSs, and etc. utilizing a variety of software such as MS Word, MS Visio, TechSmith Snagit, IBM Requisite Pro, SharePoint and etc.

Performed process engineering techniques in researching the business processes of various software systems, identified incorrect or incomplete business processes, provided recommendation for improving business processes, identified the risk factors, and documented findings.

Provided support in error bug tracking, issue tracking, and project management functions utilizing Bugzilla software.

Designed screen layouts for the modification of a SharePoint web application

Designed, created, and updated screen mockups/wireframes and prototypes to depict the website page layouts and arrangement of the content

Worked closely with the business stakeholders and developers in the system design, construction, testing, and implementation in a UNIX OS environment

Provided recommendations that would yield the efficient results in accomplishing the client’s technical goals

AINS, Inc

Department of Housing and Urban Development Dates Employed: 08/2005-04/2006

Rockville, MD

In support of Department of Housing and Urban Development (HUD) Office of the Executive Secretariat (Exec Sec) in the Office of Administration the effort involved replacing two enterprise-wide legacy systems - the Automated Correspondence On-line Response Network (ACORN II) and the Correspondence Management System (CMS). ACORN II and CMS were replaced by the integration of three vendor COTS systems – CATXpress, SCANXpress and FOIAXpress, which are developed by AINS. Provided support in the following roles:

Business Systems Analyst

Analyzed the current manual and automated operations of ACORN II and CMS to implement the discipline of the Agile/Waterfall methodology and ITIL practices

Applied reverse engineering techniques in researching legacy software systems to analyze “as is” business processes and identify incorrect or incomplete business processes

Facilitated meetings with clients (management, end users and external stake holders) to analyze business strategies and processes

Participated and facilitated in JAD or RAD workshops in processing and collecting business requirements using the prototyping concept

Created and/or edited Visio diagrams depicting workflows, use cases, business processes, data flows, and etc. that included UML and BPMN industry standards of business process modeling.

Created and/or edited RTMs, FDSs, SRSs, and etc. utilizing a variety of software such as MS Word, MS Visio, Smart Draw, IBM Requisite Pro, and etc.

Updated screen mockups/wireframes and prototypes to depict the website page layouts, arrangement of the content, including interface systems, and how they work together to customized the three COTS to the needs of the client

Liaison between business and technical staff

Developed and updated system manuals

Developed and updated documentation in accordance to the contract and HUD’s SDM utilizing IBM Requisite Pro

Tested systems during all stages of development and during UAT

Trainer

Developed and updated training materials such as training instructions and training scenarios

Developed and updated user materials such as user manual, user guides, quick reference guides, etc.

Created and presented storyboards in training sessions utilizing MS PowerPoint and incorporating MS Visio diagrams

Conducted training of CATXpress, SCANXpress, FOIAXpress in an audience of 1-20 HUD employees

Shiva Information Technology Services

Department of Housing and Urban Development Dates Employed: 10/2003-07/2005

Washington, DC

Business Analyst

In support of HUD’s Office of Public Housing Management & Occupancy within Public and Indian Housing (PIH) the effort involved the Form HUD-50058 and Form HUD-50058 Moving to Work (MTW) submission and reporting modules of the Public and Indian Housing Information Center (PIC), Rental Housing Integrity Improvement Project initiative (RHIIP) which includes Rental Integrity Monitoring (RIM) and additional work which expanded in other areas within the program office.

Duties for PIC: Provided support in the following roles

Researched policies, regulations, and laws for internal, Congressional and public inquiries

Gathered, analyzed, and documented business requirements utilizing IBM Requisite Pro and following the Agile methodology and ITIL practices

Facilitated and participated and in JAD workshops in processing and collecting business requirements using the prototyping concept

Coordinated program office meetings for MTW Public Housing Agencies (PHAs)

Developed and updated project related documents

Duties for RHIIP and RIM:

Coordinated program office meetings with nationwide regional offices of HUD and Public Housing Agencies (PHAs)

Developed and updated project related training documents

Developed and updated user manuals

Assisted in the training of HUD and PHA personnel

Systems Analyst

In support of HUD’s Exec Sec in the Office of Administration this task effort is for the corrective maintenance of the ACORN II and CMS.

Monitored the Service Ticket Action Resolution System (STARS) for request for assistance in UNIX OS environment

Diagnosed and determined corrective action, performed corrective action and closed STARS tickets

Collected, analyzed, and generated statistical reports on STARS tickets utilizing MS Access and SQL

Administered user accounts

Provided user support for corrective actions on CMS and ACORN II

Systems Analyst

In support of HUD’s Office of Chief Financial Officer (CFO), the effort involved the corrective and adaptive maintenance of the Loan Accounting System (LAS), the Departmental Accounts Receivable Tracking/Collections System (DARTS) and the Low Rental Housing System (LRH) Security Ledger.

Developed and updated documentation such as the project work plan including a WBS, weekly status reports, daily operational status reports, HUD SDM documentation, and other related documentation for the contractual task

Developed and maintained COBOL programs and ECL on a Unisys mainframe platform

Assisted in group meeting and gave oral presentations to HUD personal to provide insight and advice by presenting findings, recommendations and statistics of software and hardware

Provided support for the conversion and interface efforts of LAS, DARTS, and LRH to create a support system, Loan Accounts Housing (LAH) utilizing the PowerBuilder application tool.

Provided data analysis and integrity of the LAH support system using PowerBuilder

Management Technology, Inc

Department of Housing and Urban Development Dates Employed: 10/1994-04/2003

Washington, DC

Project Manager

Supervised 11 technical staff members with MTI on various tasks sponsored by HUD’s Community Planning and Development Program Area (CPD) for a variety of systems. The systems for these tasks included: Empowerment Zone/Enterprise Community (EZ/EC), Grants Management Process (GMP), Disaster Recovery Grant Reporting System (DRGR) and Special Needs Assistance Program System (SNAPS).

Developed and updated project work plans including WBS, deliverable/milestone reports, status reports, addressing work requests, task specifications, and other related HUD SDM documentation for various task efforts

Human resource management and staff evaluation

In-house effort

Assisted in the preparation of RFQ in response to Statement of Work SOW from various government agencies

Participated in oral presentations to prospective clients in response to SOWs

Created and presented storyboards to clients in response to SOWs utilizing MS PowerPoint and incorporating MS Visio diagrams

Assisted in contract development

Senior Systems Analyst

As a member of the management team that oversaw the effort to re-engineer SNAPS for HUD’s CPD office

Researched best suited software and hardware for the effort within the guidelines of HUD software and hardware standards

Applied reverse engineering techniques in researching various legacy software systems to analyze “as is” business processes to aid in “to be” development, identified incorrect or incomplete business processes, provided recommendation for improving business processes, identified the risk factors, and documented findings

Updated systems graphical tools representing system structure, system flow, data flow, database structure and etc. utilizing MS Visio, IBM Rational Rose and Erwin software tools

As a member of the team for HUD’s Departmental Enforcement Center Management System (DECMS)

Developed Section 508 compliant video training utilizing RoboDemo software

Tested for Section 508 compliance across various applications within DECMS

Provided Quality Assurance (QA) support for all documentation and development efforts

In support for HUD’s CPD Automated File Tracking System (AFTS)

Gathered requirements for the re-engineering of the system following the Agile/Waterfall methodology and ITIL practices

Utilized MS Visio, IBM Rational Rose and Erwin to depict system structure, system flow, data requirements, data flow, workflows, and etc.

Researched and made recommendations for the software and hardware in UNIX and Windows OS environments

Proposed cost for the software and hardware for the re-engineering effort within the guidelines of HUD software and hardware standards

In support of HUD’s Office of Real Estate Management (OREM)

A member of a team responsible for reviewing and revising HUD’s software release standards

Served as the Year 2000 coordinator participating in the certification/re-certification of PIH and Multi-family Housing systems

Instrumental in the resolution of Status 2000 and Integrated Automated System (IAS) conflicts

In support of HUD’s Office Fair Housing and Equal Opportunity (FHEO) Grants Management System (GMS)

Developed and maintained NOMAD programs for reports and data extraction on the Hitachi mainframe system

In support of HUD’s Office of Inspector General (OIG)

Developed and maintained three System 2000 (S2K) Database Management Systems: Investigative Complaint Filing System (ICFS), Investigative Case Management System (ICMS) and Office of Inspector General Name Indices System (ONIS) utilizing COBOL programs, System 2000 (S2K) databases and ECL on a Unisys mainframe system utilizing SDLC concepts

Developed, updated systems documentation

Developed and updated disaster recovery plans and scripts for operations department

Developed and updated automated procedures to backup systems codes and database for the disaster recovery process

Part of a team in OIG’s efforts to replace legacy systems which involved gathering requirements, data analysis and testing of the new web-based system utilizing HP Quality Center tool suite following the Agile methodology and ITIL practices

Participated in JAD and RAD workshops in processing and collecting business requirements using the prototyping concept

Updated all systems to ensure they were up to date with HUD’s compliance, laws, and regulations

Designed, created, and updated screen mockups/wireframes and prototypes to depict the website page layout and arrangement of the content for the proposed system to replace the three S2K systems

Created test plans, test cases and test and during UAT

Provided user support and training

PVCS Configuration Manager

As a member of the team for HUD’s FHEO Title VIII Automated Paperless Office Tracking System (TEAPOTS)

Monitored, analyzed and scheduled deployment processes and identified areas of risk or conflict

Identified discrepancies in software components being modified

Provided support in error bug tracking, issue tracking, and project management functions utilizing Bugzilla software.

Managed the scheduling and merging of source code

Utilized tools to automate and integrate task

Software Developer

Technical support for HUD’s Public and Indian Housing (PIH) Regional Operating Budget and Obligation Tracking System (ROBOTS)

Developed and maintained COBOL programs and ECL on a UNISYS mainframe system

Developed and updated system manuals

Help Desk Coordinator

In support of HUD’s Public

Contact this candidate