Technical Writer/Project Manager/Business Analyst

JESSICA REID

Address: Charlotte, NC *****

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

Detailed-oriented and results-driven professional with technical writing/documentation management, quality assurance, process design, business systems analysis, and project management experience in the financial, banking, utility, telecommunications, retail, manufacturing and medical device industries, which include working with a diverse group of stakeholders, SMEs, and business owners in governance, operations, training, IT, quality, engineering, software development, audits, revenue billing, mortgages, process improvement, customer service, compliance, risks / controls, identity access management/security, safety, etc.

EDUCATION:

University of North Carolina at Charlotte: BFA - Graphic Design and Illustration with a Professional Technical Writing minor (Dean’s List)

Central Piedmont Community College: Certificates - Project Management and ITIL, Data Analytics with SQL Server, AdventureWorks/Database Fundamentals, Beginning TSQL, Advanced SQL, A to Z Grant Writing

Carolina Softech/Goodwill University: Certificate - Business Analyst and Quality Assurance Analyst

CERTIFICATIONS: CompTIA Project +, JIRA, Confluence Fundamentals

SKILLS:

Technical Writing

Project Management

Business System Analyst

Training Development

Document / Content Management

Cybersecurity: Identity Access Management

Web Design / HTML Programming

Process Mapping/Modeling-BPMN

Requirements Gathering

Presentations / Storytelling

Process Improvement

Time Management

Graphic Design

Compliance

Regulatory

Auditing

Testing

Marketing

Data Governance

Workiva (SaaS) platform

Detail-Oriented

Analytical

Critical Thinking

Organized

Communication

Editing

Self-Starter

Slack

Google Docs

Convergence

ConvergePoint

Microsoft 365,

MS Word, Excel, PowerPoint, Outlook

SharePoint, Project,

Teams/Kanban

Visio / Lucidchart

PeopleSoft

Oracle

SDLC / Agile

Snowflake

Confluence / JIRA

Adobe:

Photoshop, Illustrator, InDesign, FrameMaker, Workfront

QuarkXPress

Monday

Seismic

TechSmith Snagit

Camtasia

Blueprint

EXPERIENCE:

BANK OF AMERICA (Matlen Silver) – Data Quality & Controls (DQCE) Enterprise Finance Risk Technology (EFRT) - Charlotte, NC

Project Manager V / Data Quality Analyst – Data Governance, Metadata, Risk, Compliance, Audits, Regulatory: Current

Data Quality Analyst: Create and write new onboarding documentation. Develop presentation deck/slides that highlights progress, testing, and metrics updates, action items and key milestones/dates details. Develop a dashboard with metrics across the supply chain, ensuring visibility into data quality. Data Lineage Mapping: Trace upstream data lineage to source systems using existing metadata, aligning it with conceptual Business Elements. Build tracking spreadsheets and track stakeholders, domains and documentation status in Jira for Features, Stories, Tasks and Issues. Quality Assurance: Analyze large data sets to validate evidence calculations against metrics control requirements to ensure completeness, accuracy, values are within thresholds and no variances. Remediate/escalate issues found. Create breach details and executive summary for controls that breached.

Project Manager: Support data domains from all lines of business within Enterprise Finance Risk Technology. Assist stakeholders with Metric Evidence, data catalog, transport control documentation, risks assessments and other documents. Review stakeholder documents for accuracy/adherence to standards. Work with 1st-Line of Defense (LOD), 2LOD and 3LOD partners and understand the Risk Framework, EDM Standards, Transport Standards, BDBS 239 principles and other risk, data management, regulatory and compliance requirements to ensure stakeholders adhere to requirements, regulations, transport standards (data catalogs, asset flows, and control metrics) and policies, etc. Add stakeholders to DQCE team’s SharePoint site, coordinate resources, facilitate working sessions/meetings, provide tools and support to help resolve issues, remove roadblocks and meet deadlines. Submit priorities, identify and escalate risks and issues for leadership advisement and guidance. Assign and complete tasks in Jira. Manage/Ensure stakeholders follow guidelines for remediation of any controls or processes that are not satisfactory. Participate in meetings to understand and obtain key decision, action items, requirements, and make notes during the meeting. Collaborate with Risk Team to create detailed meeting agendas to ensure all critical topics are addressed. Ensure all changes and risks are documented.

Applications: Jira, Cisco Webex, Skype, SharePoint, Confluence (Horizon), Workiva, Process Owner Portal (POP), Data Management Intake Tool, DQC-RCITT Data Quality & Control Tool, Collibra (EMP – Enterprise Metadata Portal), AI

Teachers Insurance and Annuity Association (TIAA) via Experis – Financial, Retirement, Investments, Marketing - Remote

Senior Business Systems Analyst III (Technical Writer) – Governance Practices: (Contract) – 10/2022-07/2024

Technical Writer: Managed and maintained data governance documentation for auditing purposes (ensured all documents were accurate and complied with TIAA’s data governance and quality standards/compliance requirements) and end user support. Engaged client teams. Interviewed subject matter experts (SMEs) to write detailed runbooks for data management. Created and maintained low and high level current (as-is) and future state (target) process maps in Microsoft Visio using Business Process Model and Notation (BPMN). Prepared technical documentation and Standard Operating Procedures (SOPs) to guide system users and assisted with the ongoing operation, maintenance, and development of the system. Document in process flows/runbooks the practices that govern how data is acquired, captured, validated, stored, protected, transferred to vendors via FTP, and used. Converted complex ideas in an easy / clear language, addressed client concerns, identified/filled in gaps.

Business Systems Analyst: Supported Agile SDLC automation projects to streamline workflow process for Seismic, Fluent, Confluence, Oracle, MOD, Morningstar and Snowflake/Cloud and supported projects pertaining to investment data control groups, data lineage, aggregation, mapping, integration, transformation, ETL, SQL, migration from Teradata to Snowflake cloud data warehouse, data validation in Oracle Analytics Server, publishing data management processes, data tagging, etc. Analytical Thinking / Decision Making: Worked with large datasets and analyzed information to determine business needs. Recommended improvements to the existing IT systems and processes that can be accomplished through new technology or alternative use of existing technology. Conducted requirements gathering, translated business requirements into application requirements and worked with the team to execute the application. Content Management: Updated Kanban boards/check lists in Microsoft Teams. Tracked Seismic projects in Workfront (cloud-based project management/work management system). Organized and structured content and tasks in SharePoint.

KEYBANK (KPMG) – Compliance, Mortgage / Consumer Servicing, Collateral Management, Agile - Remote

Technical Writer – Oracle, Loan Services, Origination, Non-Real Estate Servicing, Default: (Contract) – 5/2021-1/2022

Created/updated training procedures and Quick Reference Guides to reflect tasks in Oracle application for the Client Resolution, Credit Inquiry, Consumer Lien Release, Lien Filing, Lien Records, Closing and Booking and other areas. Updated/verified procedures from use cases. Wrote procedures that were cohesive, clear of grammatical and syntax errors and worked with subject matter experts (SMEs) to make sure process steps were accurate and complied with requirements. Collaborated with other team members and Testers from impacted areas to obtain understanding of product and training documentation requirements. Learned new applications and processes. Reviewed workaround lists to remove fixed defects. Communicated complex ideas in a clear, concise manner to end user. Reviewed and connected procedures within the scope to ensure continuity in process from beginning to end, with no gaps. Ensured written materials were structured / formatted logically, resolved inconsistencies and included any defects / risks and line of business (LOB) requirement changes. Edited and rewritten documents to KeyBank’s standards and appropriate style. Video content creator: Created and edited training video tutorials by recording Oracle tasks and processes in Camtasia.

ConvergePoint Policy Management/Compliance: Policy management software used to create, revise and approve policies /procedures with audit trails and version control. Reviewed ConvergePoint for all procedure overdue dates and tracked due dates to send late notices/reminders to SMEs or reviewers. Submitted all documents for review/approval to reviewers and Compliance. Validated metadata in ConvergePoint to procedures, data tagging and updated designated Ad Hoc fields.

Manual and User Acceptance Testing (UAT): Performed manual testing on Oracle to evaluate the software’s functionality and identify issues. Tested steps for procedures in Oracle to verify steps were accurate and had no gaps and ensured no defects in the Oracle application. Logged all discrepancies found with Oracle and corrected issues with process.

Applications: Microsoft 365, SharePoint, ConvergePoint, Snagit, Camtasia, Oracle, WebEx, Blueprint, Cisco Jabber

BANK OF AMERICA (SkillStorm Staffing) – Banking, Financial, Mortgage Servicing - Charlotte, NC

Technical Writer / IT Project Manager IV – Global Technology and Operations, CPC: (Contract) 2/2019 – 8/2020

Project Manager: Reviewed and scoped project. Performed impact assessment to determine impacted documents, amount of work/documents needed, project goals, tasks and capacity (determined timeline/SLA and estimated hours needed to complete project). Engaged team members and facilitated cross-functional efforts within Centralized Procedures and Correspondence. Assigned and created projects, performed time and project status, and approval validation in Procedure Management Tracker. Scheduled kickoff meeting / established relationships with LOB and SMEs to ensure their departmental procedure needs were fulfilled and completed documents were reviewed, approved and published to portal. Analyzed business requirements for large, complex projects to understand impacts to procedures and accurately account for impacted procedures. Checked timelines and procedure development to ensure deadlines were met. Managed and communicated changes: created announcements for new and updated procedures and published to the portal. Closed project.

Technical Writer: Created, updated, archived and maintained procedure documentation for Mortgage Servicing, Securities and Exchange Commission and Regulatory Compliance Reporting (Purpose, Requirements/Order of documents/schedules for each specific report, SQL to pull financial data, Reconciliation, Validation, Quality Reviews, Submission, etc.). Developed new and updated existing step/action procedures for LOB converting to Black Knight Mortgage Servicing Platform (MSP). Screen-shot/formatted images, add links and macros to procedures and published approved docs to correct repository. Researched processes, asked probing questions, followed up on gaps and verified details to produce quality procedures that were clear and accurate for end-user. Communicated with SMEs to update changes, write and approve docs. Quality / Content Validation / Compliance: ensured standards and procedures aligned and complied with Consistency Guidelines and contained accurate information. Conducted reviews and audits of existing documents to identify and correct errors and update changes.

Applications: Microsoft Visual Studio, InfoMap, Snagit, WebEx, Skype, MS Word, Excel, SharePoint, Process Automation System, Procedure Management Tracker, CRE Intranet Administration, Procedure Portal, Solutions Center, MS SQL Server

RGIS – Retail, Merchandising, Asset, Supply Chain - Charlotte, NC

Inventory Auditor: (Seasonal) 10/2018 – 2/2019

Responsible for conducting accurate physical inventory count and audits of customer locations and merchandise and matching the physical count to the computer inventory in accordance with company standards. Analyzed data to determine if it was accurate and complete and consistent with computer inventory.

Utilized handheld scanners to ensure that all data collected were accurately recorded and reported. Reconciled any discrepancies or issues found. Worked independently and efficiently to meet deadlines. Followed all safety protocols and procedures when handling merchandise. Adhered to all RGIS policies and procedures.

DUKE ENERGY (Meridian Technologies) – Utility, Product Development - Charlotte, NC

Documentation Manager/Technical Writer – Outdoor Lighting (OL) Controls / Retail Programs: (Contract) 6/2017 – 7/2018

Business Technology Solutions Intelligent Digital Banner (IDB) Infrastructure Project, Agile: Process Improvement

Documentation Management: Led as a collaborative team member in a matrix environment to manage documentation process for the IDB infrastructure project. Worked with engineers, stakeholders and SMEs from various locations and departments during the projects entire life cycle to develop business and technical work process development material.

Technical Writing/Research/Interviewing: Researched corporate standards and safety handbook to ensure all documentation created complied with company guidelines and safety regulations and were identified in the IDB install / user manual. Observed the IDB installation process, researched and analyzed current processes to comprehend banner install infrastructure and complex workflows. Wrote/designed technical installation manual to help with installing digital banners and light pole fixtures. PowerPoint presentations / Storytelling: Used visual data, compelling narratives to create engaging jurisdiction based presentations and user catalog for Business Development to use when meeting with potential host customers, FAQ guide, and information fact sheets. Ensured all document accuracy, quality and safety concerns were met in all deliverables. Consulted with marketing to make sure all images met corporate standards. Observed and met with SMEs to interview and gather technical / business requirements for the IDB project to clearly understand the IDB business process and gaps. Worked with engineers/installers to learn light pole infrastructure. Photographed banner installation and components for use in installation manual and parts list. Recorded installation for online tutorial video as a training tool for installers.

Promoted to Project Manager / Business Analyst:

Project Manager: Supported the execution of the IDB project as it transitioned from proof of concept to implementation. Utilized waterfall methodology and agile / iterative characteristics. Helped manage developing and launching new business processes, created process inventory to determine and identify business resource needs and SMEs to assist financial analyst with redefining estimates and finalizing business case, created team action records, identified tasks, key dependencies, assumptions, critical issues, risk management, assigned ownership, formalized next steps for lighting controls.

Business Analyst: Reviewed existing documentation and conducted risk assessment to ensure audit and controls were identified. Validated diagrams and designed/mapped as-is and future state business processes using BPMN standard. Document regulated and non-regulated business process for how the new line of business will operate beyond the pilot. Identified gaps (looked at existing processes with the new process to understand business needs and identify what OL is not doing and what will change).

Product Database Project - OL Business Services, UX Design:

Project Manager: Responsible for communication and development for the Product Database project (develop an online product database that consolidates all product data in one multifunctional database). Managed activities within project life cycle. Initiate: Determined project approach, schedule and responsibilities. Organized meetings with sponsor to identify scope, and resources to develop requirements and project charter. Strategic Planning: Developed implementation plan, issue log (analyze and prioritize issues, track and assign responsibility for each issue), and document assumptions / dependencies. Developed work plan, assigned/managed work tasks to resources, setup team meetings, helped determine resources and timelines. Received approval for charter and all deliverables. Execute: Ensured project resources had software access and tools to build the project deliverables for database. Ensured project team carried out the plans to produce database and completed the work defined. Monitor: Setup weekly status meetings, created resource and team status reports to monitor database development, communicated status and changes via PowerPoint presentations, continued to identify/manage any issues, constraints, changes and monitored project status. Close: Transferred all deliverables and duties to process owner.

Business Analyst: Arranged meetings with sponsor/stakeholder to identify problem and determine solution, and defined requirements. Defined current vs future state process, performed gap analysis to identify discrepancies/inconsistencies and verified data. Obtained acceptance from sponsor. Ensured database design met requirements.

TIME WARNER CABLE / SPECTRUM (Meridian Technologies) – Telecommunications, IT Legal and Security, Process Improvement - Charlotte, NC (Contract) 3/2016 – 12/2016 (Human Resource Information Systems)

Project Manager/Business System Analyst – Cybersecurity/Identity and Access Management Unit (IAM):

Project Manager: Supported IAM Unit as the team transitioned from TWC to Charter Communications. Managed onboarding, badge creation, and application / access (building security, user authorization and authentication) documentation process from start to end using project life cycle methodology (initiated, planned, executed, controlled and closed project). Created communication documents to keep business informed about process, analysis, issues / recommendations, changes and ensured employees / vendors received correct building and software access. Created tasks checklists to determine and organize documentation needs. Managed changes and communicated business needs/changes clearly to the team.

Business System Analyst: Participated in requirements review sessions with business to understand and write requirements to push and ensure a standardized process, reduce errors, increase production, document risks/controls and evaluate current process for improvements. Process Improvement / Problem Solving: Reviewed, analyzed and evaluated current processes and identified application improvements against enterprise business requirements and internal customer needs (Identified any gaps or discrepancies with existing business process that needed to be removed. Mapped out plan of action to make recommendations for issues found that helped change / improve current to future state). Process Mapping (BPMN): Created and designed over 70+ complex and detailed current to target state business/IT process charts in Microsoft Visio. Validated diagrams, evaluated existing processes and tested all future state processes. Testing/Quality (Manual/UAT): Performed end user testing for onboarding processes and software via testing environment. Tested the badge systems using the test environment apps. Tested all documentation to recognize any gaps and ensure accuracy of process and applications functionality (no issues with systems).

Technical Writer / Policy and Procedure Development: Worked with stakeholder and SMEs to write and review process maps and procedures (SOPs). Created a standard process with templates for SOPs and workflows. Research and Observation: Researched and analyzed existing processes and comprehended complex workflows and documents to write online procedural documents that captured all related process, policies and exceptions for AMU. Interviewed and observed SMEs to clearly understand processes, gaps and exceptions. Wrote / managed over 144 documents for AMU process and badge systems. Uploaded /maintained all documents and reviews on SharePoint.

Software: MS Word, Excel, Access, Visio, SharePoint Document Management System (DMS), Outlook, Lync, Oracle PeopleSoft / HRIS, Vanderbilt, Brivo, Continuum, Win-DSX SQL, Win-PAK, Report Exec, Adobe Nitro Pro

DUKE ENERGY (Meridian Technologies) – Energy, Utility, Billing/Payments, Customer Service Management - Charlotte, NC

PM/Training Developer – Process Improvement, Revenue Business Analysts: (Short Contract) 10/2015 – 12/2015

Short contract to train business analysts how to write technical docs and ensure they meet end of year deadlines:

Project Manager: Managed stakeholders and deadlines, managed content and monitored the revenue business analyst’s mass market and complex summary billing team documentation process and project expectations throughout project life cycle to ensure quality, timeliness and communication on team’s progress. Implemented/executed milestone to meet project deadlines. Communication and Strategic Planning: Created documents, updated spreadsheets and track teams progress in Excel. Organized meetings with analysts via web and audio conferencing to communicate project expectations, provide status updates and ensure tasks were completed on time. Interpersonal: Developed working relationships with analysts and customer service specialists to support billing team documentation needs. Fulfilled role as a liaison between manager and analysts. Organization and Time Management: Provided status updates, changes and reports to manager. Tracked analyst’s schedules and reviewed all team documents to ensure on time delivery of job aids, process maps and procedures. Created/edited and published content online for storing, organizing, team sharing and collaboration on SharePoint.

Training / Information Developer: Collaborated with trainers to develop training plan and communicate business needs. Taught analysts how to write revenue specialists ideas for job aids, how to translate information into process flow maps and how to use the information given in training dialogues, using the methodology for the call centers job performers and ensuring the information complied to company standards / regulations. Trained analysts on how to interview SME’s: how to ask the right questions and properly test documentation to help customer service properly use CMS, CRM and other software to bill, track, adjust statements, etc. Process Mapping (BPMN): Taught analyst how to use Visio and how to transform process information from SMEs to designing process charts in Visio using BPMN standard. Testing/Quality: Trained analysts how to verify if the documented billing process for the various billing systems is correct by properly performing user acceptance testing (UAT) on billing process and systems, and how to recognize gaps to ensure accuracy of process and required business functions.

GEORGIA-PACIFIC LLC (Encadria Staffing) - Operations, Process Improvement, GMP Manufacturing - Mount Holly, NC

Technical Writer / Training Development Project Manager: (Contract) 4/2014 – 4/2015

Project Manager: Managed documentation process for 6 nonwoven air laid processes. Pushed multiple projects from start to finish. Tracked work assignments and progress in Excel. Leadership / Relationship Building: Encouraged team to align with MBM Guiding Principles and GP’s vision. Encouraged healthy working relationships between members. Convergence Test Administrator/Compliance: Managed testing and training documentation. Used Convergence to manage and organize production (50+ employees) training process and status. Monitored / tracked training progress and ensured compliance with periodical and policy training. Added approved training procedures, test status, completed results and new hires to correct teams/groups within the learning management system.

Training Analyst: Developed training docs for all tasks (safety, machinery, audits, risks/controls, quality, troubleshooting, and computer skills). Developed training checklists and problem/issue analysis. Planning/Requirements Gathering: Participated in requirements review sessions with Operations Manager to gather requirements to create a standardized training and work process that included production team input to address safety, risks, controls, training standards, quality, waste reduction and process improvement concerns. Process Improvement and Optimization: Identified issues with existing training process and provide solutions to increase production, improve quality, reduce waste, decrease risks, etc.

Technical Writer: Wrote over 160 multi-paged SOPs and training materials using MS Word. Researched existing documents, interviewed and observed 50+ team members to learn various nonwoven air laid work processes. Designed 100 page Components Identification Guide with photographs, detailed machinery references and links to all SOPs to display technical info to non-technical audiences and trainees. Developed a standard template and naming/numbering standard to ensure consistency and development. Filled in gaps without missing details to create accurate and clear SOPs to help new hires learn / understand their job and help current employees improve quality and performance. Compliance/Risk and Control Assessments: Led group reviews with teams to ensure process and document accuracy, industrial, safety, risks and quality concerns were met in SOPs and Hazard Identification Risk Assessments (HIRA) with hazards, controls and risks were identified and included for each hazardous step. Manual and UAT Testing and Quality: Tested all procedures, made revisions from reviews and testing until all docs were accurate and given approval.

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