Personal Details

Name:

Ann Byrnes

Address:

**/*** ***** ******* ******, Surry Hills NSW 2010

Telephone:

Mobile: 041*-***-***

Email:

adlo92@r.postjobfree.com

Employment History

The following applications have assisted in the development of documentation:

MS Word, Visio, PowerPoint, MS Excel, Lotus Notes, HPQC.

My industry experience has been extensive in both the private and public sector. I have had an on-going relationship with the Roads and Traffic Authority (Roads and Maritime Services) that spanned a 20-year period. I also have had an on-going relationship with origin energy (3 separate contracts) and enjoyed a hectic but rewarding 15 months at News Limited. I think such experience has illustrated flexibility and adaptability in a diverse range of environments.

I feel I have demonstrated initiative in many different roles and capacities in both the private and public sector and that I am flexible in my approach, often working across a range of projects at times simultaneously. I also think I have shown an ability to work with a variety of SMEs, and overall still be able to get not only some information but the best, most relevant information (not always a straight-forward task!).

Fundamental to the role of Technical Writer is the ability to work under pressure. This certainly was a requirement when working in finance (FICS, St George Bank, Westpac Bank), in market-based entities (origin energy) and at News Ltd.

I have found that I thrive in this kind of environment!

I am interested in working in a dynamic environment with high standards.

The following is a brief history of my professional employment in IT training and documentation.

Dates: March – September 2020

Client: John Holland Group

Job Title:: Technical Writer

Responsibilities: Reviewing and editing manuals and specifications relating to track engineering practices and procedures.

Conducting researching and writing a Bridge Assessment manual.

Conducting content analysis of practices and procedures of six primary engineering documents in relation to findings of an external audit of the Maintenance and Engineering division of JHG.

This involved reviewing and updating documents for consistency not only in regards to language, terminology and expression but intention in policy and implementation of process and procedure.

February 2016 – October 2019

Client:

Sydney Trains

Job Title::

Technical Writer/Process Analyst

Responsibilities:

Writing a suite of Common Operating Model procedures relating to Engineering and Maintenance practices of the Engineering and Maintenance Directorate of Sydney Trains. This involves working with SMEs to obtain relevant information to structure the procedure model and consulting stakeholders to obtain review comments and verification of procedure development. The procedure document was then developed based on this information.

This role entailed:

Conducting research into as-is practices through consultation with relevant SMEs (often on a one-on-one basis)

Conducting workshops with stakeholders to develop proposed procedure structure in a flowchart representation (Visio)

Conducting analysis of proposed procedures (e.g. identifying anomalies, apparent inefficiencies, inconsistencies between different stakeholder interests, suggesting a more stream-lined approach etc.)

Identifying any clashes in approach by different groups within ST business

Creating first draft of the procedure structure and distributing to stakeholders for review comments

Following-up with reviews to obtain review comments

Creating second draft of procedure diagram based on review comments

Writing procedure document (following the review procedure).

I was also involved in writing health-check documents usually in the form of Work Instructions.

Writing SAP Geo.e Proof of Concept document - an overview of the Proof of Concept involved in developing a technical solution to integrate GIS with SAP using Geo.e.

Writing Human-Centred Design document – reference document detailing the process involved in implementing HCD for customer user interfaces for EAM Release 2.0.

Documentation of implementation of QA practices relating to the introduction of the Proof Point QA procedure for Release 2.0 of EAM.

This involved:

Writing an overview of the concept

Participating in workshops

Creating a visual representation of the components that relate to the QA Proof Point procedure (Visio).

Documenting:

Geo.e Proof of concept

EAM Design Process

Human-Centred Design

Deployment related documentation including creating a Visio-based representation of the deployment process.

Creation of an EAM/asset-specific glossary consisting of over 850 entries.

Developing 10 Practice Standard documents relating to Asset Management (reviewing and editing).

Coordinator of tracking program issues for Release 1 of Continuous Improvement Program using Hewlett Packard Quality Centre (HPQC). Facilitating at weekly meetings to assess progress of issue development, assign issues to relevant teams and individuals. Communicating progress of issues and highlighting areas of concern to relevant program stakeholders by means of program reports.

Reviewing and rewriting ARIS Training Manual – a process modelling tool.

General editing and rewriting of EAM CIP business correspondence within Sydney Trains and Dept. Transport New South Wales.

September 2015 – December 2015

Client:

UXC (for Transport NSW)

Job Title::

Technical Writer/Process Analyst

Responsibilities:

Editing/proof-reading customer support documents relating to the transition of transport for NSW project. Creating visual representation of diagrams (Visio process maps) based on process and procedure documents.

September 2014 – August 2015

Client:

Telstra

Job Title:

Technical Writer/Process Analyst

Responsibilities:

Telstra Operations Westpac Transition and Transformation of communication services from Telstra to Westpac. Service Support Guides were fundamental to the handover process in outlining the delivery of services to WBG. This was necessary to comply with the conditions of the contract Telstra had with WBG.

Writing 10 service support guides which detail the technical support provided by Telstra to Westpac Banking Group users. Co-wrote 9 Service Support Guides. I co-wrote the following SSGs:

Ancillary Carriages Services

Video conferencing Services

Audio conferencing Services

Off-site ATM Services

Mobile Services

EFTPOS Fixed Payment Services

EFTPOS Mobile Payment Services.

Fax Gateway Services.

I also wrote the Cabling Management Services Operational Procedure Manual. This document needed to be developed to detail a new arrangement that Telstra has devised with independent cabling practitioners on a national basis.

Duties included:

Writing Cabling Management Services Operational Procedure Manual

Conducting analysis to determine and create roles for stakeholders to implement the procedure (WBG and Telstra)

Analysis of roles in relation to the implementation of the procedure and interaction of roles

Conferring with the Project Manager to investigate requirements for the procedure

Liaising with Telstra stakeholders and WBG stakeholders to consider and evaluate both spheres of interest in the procedure

Identifying issues resulting from analysis of the procedure as it developed in workshops

Identifying issues based on analysis of documented process map of procedure

Tracking issues also monitoring and managing issues in conjunction with project manager

Documenting discussions arising from workshops (Telstra and WBG stakeholders)

Documenting (report ) issues which need to be addressed

Identifying and documenting (report) outstanding issues and issues with a no movement status.

Writing Work Instructions for a new role (Telstra Cabling Services Coordinator) and the role of the Telstra Integrated Service Desk in the CMS procedure.

Writing a CMS Knowledge Article document for Integrated Service Desk personnel.

June 2014 – August 2014

Client:

Australian Aged Care Quality Agency

Job Title:

Technical Writer

Responsibilities:

Creating staff induction presentation material for new employees of AACQA.

Conducting research (analysing statistics, referring to ministerial papers, media reports and other publications) to gather information for the development of the presentation. Also conferring with SMEs within AACQA relating to the content and flavour of the presentation.

February 2014 – May 2014

Client:

Downer Mouchel

Job Title:

Technical Writer / Process Analyst

Responsibilities:

Conducting research and developing processes and procedures to implement traffic management practices and related infrastructure development.

Assessing and selecting process, procedure and Work Instruction documentation for audit purposes as a contractual obligation for our client Roads and Maritime Services.

Also identifying documents to complement this suite as additional process-related documents. Developing and writing such documents in conjunction with DM SMEs.

Tertiary Qualifications

My tertiary qualifications are listed below.

Master of Arts, University of New South Wales

Bachelor of Arts, University of New England

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