Technical Writer Business Analyst

SUMMARY

Extensive experience producing high-quality documentation that is appropriate for its intended audience. Additional experience in business analyst with a clear understanding of the Software Development Lifecycle - SDLC. Experienced in gathering / consolidating info from SMEs, and writing / creating usable processes. Experience in creating advanced detailed flow processes with Visio as well as presentation and training material. Excellent interpersonal partnering and collaboration skills; working with peers, cross-functional teams, SMEs and executives.

CORE COMPETENCIES

Business, Data and Gap Analysis

Working knowledge of Rational Unified Process (RUP) methodology.

Strong knowledge of MS Project, Excel, MS Word and Visio Drawing tool.

Ability to grasp complex technical concepts and deliver easy to understand information

Experience writing user guides and manuals

Deliver high quality detailed documentation

Requirement gathering, writing, and analysis of Service Level Agreements – SLAs, Request for Proposal - RFP, Functional Specification Document - FSD, Business Requirement Document - BRD, Design Documents, Third party documentation, and White Paper Requirements

Analyze existing / potential content, focusing on reuse / single-sourcing opportunities

Risk Management Analysis

Strong experience gathered detailed information from all levels of SMEs and discussions.

Wrote Process Improvements, Proposals, IT Compliance, Finance & Auditing Reports

Created and maintained the information architecture

Cross-Functional Collaboration with teams and clients

Wrote and designed User and Knowledge Base Manuals

Issue Tracking, Remediation and SQL Queries

Wrote Policy and Procedures that met Federal Financial Institutions Examination Council – (FFIEC) requirements

Wrote Network Security and Cyber Security documents

Created multiple User Manuals, training materials

Generated Strong Audit Compliance, Audit Trail & Internal Audit Processes

System Techniques; Training, Instructional and Presentation Design

Experience writing Business Continuity Plan and Disaster Recovery documentation company-wide

Strong detailed experience in data mapping, ITIL, SEI, ISO, and SDLC since 1999.

TECHNICAL EXPERTISE

Proficient in Zoom and Teams video meetings, MS Office Suites; including MS Project, ServiceNow, Visio; Information Mapping, business process flows, data flow diagramming and Adobe RoboHelp, SnagIt,Screen Capture. Monday, SmartSheet, FrameMaker, Author-It, FrontPage, Author-It, Dreamweaver, WordPress, Wiki, SharePoint, Snag IT, Data Modeling with; LucidChart, IGrafx, Gliffy, JIRA, SQL Queries, XML, HTML, PageMaker and Adobe Acrobat/Reader/Writer, Cloud, Visual Studio, SaaS, MS Dynamics, training material, Confluence, Teamworks, Sametime/Web Conference, WebEx. Skype, Lotus Notes, Outlook, Crystal Reports, Learning Management Systems (LMS)

PROFESSIONAL EXPERIENCE

Norwegian Cruise Lines – Remote Permanent

Sr. IT Technical Writer/Jr. Architecture Systems – May 2022 to July 2024

Wrote Software Design Documents – SDD, and diagrammed ship documentation.

Researched SDD material to gleam additional Summary details for the SDD

Created and maintained Excel Spreadsheets, wrote, designed and created templates, SDDs from BRDs.

Worked closely with engineers and solution architects to create and achieve high quality technical content.

Created proposals, incident reports and trouble-shot various items for the team.

Submitted ServiceNow tickets for Server and database request.

Developed and delivered Weekly Synopsis for all IT projects.

USAA Corporation – Remote Contract

Sr. Technical Writer/Sr. Business Analyst Consultant – October 2021 to January 21, 2022

Wrote and edited processes for Team.

Interviewed Adjusters and other team-member for processes.

Reviewed project plans, generate documentation for Agile and met with team daily on projects.

Created diagrams in Visio, reviewed with team and identified gaps.

Guidehouse Corporation – Remote

Sr. Technical Writer/Sr. Business Analyst Consultant – January to September 2021

Created new and updating current management processes for the Navigation Tool Workday.

Created 40 modules for Workday.

Wrote the manual for management and employees, all procedures from scratch and utilizing the tools: Visio, Microsoft Word, SnagIt, and Workday primarily for this process. Utilized SharePoint, Teams, and online meetings daily and presenting.

Chroma USA – Remote, Chandler AZ

Sr. Technical Writer, Sr. Business Consultant – October 2020 to December 2020

Wrote a User Manual for a Testing Robot System using Microsoft 365 and SnagIt.

Created Templates the manual and other items as needed.

Used Skype, Teamwork, and SharePoint and worked remotely.

Wrote Maintenance Manual.

Met with several team-members on the manual and had reviews of various processes.

Used the GUI tool and learned the process for using the System online that is in reference to the Robot.

Gathered information through Subject Matter Experts as well as researching information for several sections of the manual.

Blackhawk Network – Remote, Phoenix AZ

Sr. Technical Writer / Business System Consultant – December 2019 to February 2020

Researched, prepared and edited Consolidated Settlement Platform Manual – (CPS) on one of the company systems

Created templates, wrote user manuals with the new processes and new screenshots

Diagrammed new flows with LucidCharts and updating processes

Wells Fargo – Remote Contract, Chandler AZ

Business Systems – Consultant – July 2019 to Sept 2019

Worked remote as a Business Analyst Liaison on a short contract, acted as a liaison and Business Analyst for the Wells PVSI location;

Created, analyzed, tracked, and monitored Jira tickets for the PVSI Shared Services

Tracked all approvals and pushed tickets along, identifying any holdups, risks and issues.

Kept records of all issues tracked and generated

Worked remote as a Business Analyst Liaison on a short contract

Used Excel, Visio, Jira, Bike to all issues

Boeing Corporation – Contract, Mesa AZ

Technical Writer – Consultant – July 2018 to January 2019

Wrote and edited high level procedures – (PRO) for Engineering, Communications and Quality Control areas; PROs – High-level process; not step by step.

Identified compliance and regulatory requirements

Analyzed, tracked and monitored JIRA Tickets for the PVSI Shared Services Business Process Management Team.

Kept records of all issues tracked and generated

Used Excel, Jira, Bike to lookup all issues, requirements that were missing or not complete.

Identified high risks, financial items, as well as other items not documented and noted on Project Requirement comments.

Wrote Government Certification documentation

Met with Financial Analyst, then Subject Matter Experts to identify updates for documents.

Researched other business requirements and identified gaps in the PROs

Albertson/Safeway Corporate – Contract, Phoenix AZ

Business Analyst – Consultant – Nov 2017 to July 2018

Wrote job requirements and descriptions for HRIS and ServiceNow side of the Department

Troubleshot Level 1-2 issues for ServiceNow in facility and remotely

ServiceNow; Wrote Business Requirements, created and submitted Business Enhancements for various dashboards and Incidents and tracked through the ServiceNow portal.

Liaison to the ServiceNow Developer and assisted with his needs.

In-depth hands on experience in Agile, Scrum and Lean software development methods

Wrote SDLC, Agile, Six Sigma requirements, proposals and process diagrams and for department to follow

Migrated several hundred company contracts to new SharePoint site

Created, maintained business process flows, data flows for all in-scope reports and processes

Created 14 presentations and training materials for Quality, ServiceNow, Projects and Business Analyst areas.

Wrote job description requirements for Business Analyst Developers, BRD, Functional Business Requirement and Project Status Templates.

Wells Fargo – Contract, Chandler AZ

Business Systems – Consultant 6 – April 2017 to Nov 2017

Analyzed and rewrote process documents for efficiencies as well as correctness in the business: Internal Loss Data, Quarterly Control Assessment and Risk and Control Self–Assessment

Set-up SharePoint location for the department; as a SharePoint Site Owner

Responsible for assigning the quarterly process and documented several flow processes for the team with Visio

Created PowerPoint presentations for the team and one of the executive members

Utilized SharePoint for online storage

Scheduled, attend and facilitate Skype and WebEx for online meetings

Worked at an accelerated pace to meet delivery timelines

Reviewed, updated, and created Business Requirement Documents – (BRDs) and Functional Requirement Specifications (FRDS)

Created and documented several different processes and procedures for teams spelling out work process flow and recreated the process document – documents, Quarterly Control Assessment Report Letter (QCA), Internal Loss Data, Risk and Control Self-Assessment Review (RCSA) – which are completed quarterly, then reviewed and presented to executives.

McKesson – Contract, Scottsdale AZ

Senior Technical Writer – Consultant – Oct 2016 to Jan 2017

Worked with the Risk Evaluation and Mitigation Strategy – (REMS) Program, writing and designing templates for Federal Drug Administration – (FDA) submittals for various drugs and supporting documents to ensure compliance requirements were met.

Developed, designed and updated presentations, metrics material for Client Interface presentations

Audited FDA approved submittals for similarities to design department submittal templates

Wrote and created the template for the Design Style Guide for the REMS Program, which created standardized method for submittals

Analyzed and compared approved submittals to ensure most efficient approval rating

Arizona State University – Contract, Tempe AZ

Business Analyst – Consultant – May 2016 to July 2016

Updated the current manual processes to more efficient electronic ways of operating

Reviewed processes for gap analysis, issued remediation and precise streamlining of all processes

Followed Agile and Scrum methods, developed, documented project plans, and schedules

Wrote proposals, and effectively remediated budget issues to reduced project from 5 months to 4 weeks

Wrote Business Requirement Documents – (BRDs) and Functional Requirement Specifications (FRS)

Cognizant – Conract, Phoenix AZ

Business Analyst – Consultant – Nov 2015 to May 2016

Provided remediation and reconciliation of data from the Federal Market Place and other health insurance exchanges, such as Midas, (Multidimensional Insurance Data Analytics Systems), to resolve consumer’s 1095-A coverage corrections

Accountable for supporting development and implementation for the Patient Protection and Affordable Care Act – (ACA) programs for the Centers for Medicare and Medicaid Services

Analyzed and accessed key data information, used tools such as Vlookup in Excel on each case, prepared case analyses, advising and recommending improvements while ensuring compliance with the state and federal regulations

Developed, researched, updated and tracked data documents across multiple systems utilizing MS Dynamics; as well as Cerrs and Excel software for detailed information regarding approval/denial process for 1095-A form

Orion Health, Scottsdale AZ

Business Analyst, Technical Writer – Consultant – Oct 2014 to Nov 2015

Created SharePoint area for all documents; Created SharePoint web pages AdHoc as needed.

Developed, created and updated the Major Incident Management – (MIM), process workflow and verbiage from scratch, gleaning workflow input from SMEs and lead managers

Developed Project Plan for documentation and department projects and scheduled and gathered metric information for Business Impact Analysis

Developed, created and updated the Root Cause Analysis – (RCA) workflow from scratch and critiqued process; posted to global company website – first documented process

Wrote/edited RCA report documents daily, creating template and standards for process

Identified, analyzed and revised the MIM and RCA processes for improvements and Gap Analysis Reviews, using agile methodology

Wrote proposals and edited Disaster Recovery documentation for company

Designed management and executive level communications, reports, training material related to technology incidents and a repository for the documentation, diagrammed and wrote a clear process to follow and storage for all documents/diagrams

Created JIRA Stories, JIRA tickets in the Ticketing System for changes to high-level signature authorities, WIKI pages and RCA Legal/Compliance Review Process

Arizona State University, Tempe AZ

Business Analyst – Consultant – Jan 2014 to May 2014

Conducted Sprint Sessions with developers and staff for deliverables; gather/extracted requirements from the technical resources, subject matter experts – SME refining and wordsmith into the proper requirements, data dictionaries, and workflows for the ServiceNow, Service Catalog

Created JIRA stories for administrator to add to the ServiceNow process; worked with Agile development methodologies and 2-week sprints for deliverables - accomplished ahead of schedule

Completed the beginning stages of the implementation of IT Service Management (ITSM)

Intel Corporation, Chandler AZ

Business Analyst, Technical Writer – Consultant, Mar 2013 to Nov 2013

Met with SMEs and conducted JAD Sessions to gather information for development of managing multiple projects, created project plan of all needed documentation and training on all new processes

Wrote procedures for 2 teams, Highly secured area and documenting procedures for creation of licenses and KEY generators for the software; process was high security - Key numbers; generated and distributed to private and public users all over the world.

Wrote Disaster Recovery documentation as well as security processes

Organized SharePoint area and created a location for processes; main web page and WYSIWYG DITA Editor

Updated/edited 10 operational manuals and 2 user guides, stored on SharePoint

Led training sessions on new processes I wrote.

First Solar, Tempe, AZ

Technical Writer – Consultant – July 2012 to Mar 2013

Wrote, edited, and created templates, in FrameMaker and Word

Diagrammed System illustrations of business network topologies setups in Visio

Formatted and edited processes/procedures, Safety User Manual in Microsoft Word, FrameMaker 10, Visio and worked on Safety web site in SharePoint 2010

Cable One, Phoenix AZ

Business Analyst, Technical Writer – Consultant – Feb 2012 to May 2012

Documented processes for Security and helped team understand PCI requirements, helping obtain an extension on PCI DSS Compliant requirements, collaborating with Internal Auditor in Washington to deliver Identified audit trails and Involved in internal audit process Identified audit trails and Involved in internal audit process compliance services via the PCI documentation.

Met with SMEs to create PCI DSS required processes and PCI expert in Washington via telephone to understand information necessary for Cable One to become compliant

Worked with PCI Analyst and Project Manager to wordsmith correct verbiage for PCI Extension Form

Developed checklist for project manager to obtain a clearer understanding of team status as to goals and to create a new project schedule

TSYS Acquiring Solutions, Tempe, AZ

Technical Writer, Business Analyst, Web Documentation – Consultant – Feb 2011 to Dec 2011

Completed $1M project, PCI Software Development Kit; converted, updated and diagrammed SDK, 1,100-page document from RoboHelp to Author-It

Re-wrote step by step processes that were user friendly processes for client and customers to follow

Made adjustments to ccs files for PCI SW Development Kit; diagrammed XML table/codes in Visio; and imported into SDK; added XML code samples and new navigation methods with new software tool

Prudential Relocation and Real Estate, Scottsdale AZ

Business Analyst, Project Management – Consultant – Sept 2010 to Dec 2010

Managed, tracked, and updated all project information in Quality database system and SharePoint

Met with SME to gather information; designed/created process maps, process flows, and swim lanes using Visio and IGrafx software

Facilitated meetings online and in person with domestic and international locations, using conference room/Sametime; documented and completed processes

Independent - Consultant – Sept 2008 to Sept 2010

Updated and created resumes, brochures and websites for clients as well as software and web applications training/troubleshooting; mentored in job search candidates

Freeport - McMoRan Inc., – Formerly Phelps Dodge, Phoenix AZ

Business Analyst, Technical Writer – Consultant – Mar 2008 to Aug 2008

Updated FM MIS Help Desk company website links and company name changes using SharePoint, HTML, FrontPage, Microsoft Word, Excel, Adobe Acrobat and Paint

Utilized RoboHelp and FrontPage to develop websites, including framesets, menus, search engines and glossaries

Re-linked and updated Excel spreadsheet of over 700 Help Desk live reference processes; analyzed documentation and templates for consistency and usability; and documented and diagrammed network architecture and standards

Reformatted, edited and re-wrote documents on website; created Software Requirements Specifications; and streamlined version control, documentation and revision control processes

US Airways, Tempe AZ

Senior Technical Writer – Consultant – Oct 2007 to Mar 2008

Managed multiple projects and tasks, created FrameMaker templates, rules for revision control, requirement; updated/enhanced IT documents with FrameMaker for IT Help Desk Document Control

Created Certified documents for US Airways

Generated key milestones and defined ownership of deliverables by initiating meetings with IT SMEs to define key activities for completion; created/generated project plan and ownership of deliverables, to enhance, create, and improve IT Help Desk ITIL Procedure and Process documentation

Created 7 PowerPoint presentations for IT Help Desk developers and new versions of Magic, internal software training material

US Foodservice, Phoenix AZ

Senior Technical Writer, Business Analyst – Oct 2006 to Oct 2007

Wrote over 850 new processes and procedures, managed, organized and Wrote IT Finance Team processes using Microsoft Word, RoboHelp, and Visio and researching and verifying information to provide content for IT Standards

User tested all web documentation for consistency and usability

Met with and interviewed teams to document and diagram network architecture system and standards; met with clients, key leaders, SMEs to gather information and write policies and procedures for Finance and IT Departments

Diagrammed physical topology of the network and data flow between components

Researched, prepared and edited technical documents; including process manuals

Involved and assisted with Internal audits and compliance

Wrote step-by-step procedures that included informational content and screen captures

Documented access to various systems, diagrammed system setups in Visio

Wrote Disaster Recovery processes for company

Wrote technical user materials, manuals and guides for network, software and hardware procedures

Created Web Help and Flash Help documentation sites for the IT Team

Wrote Automatic Clearing House ‘’ACH’’ electronic transactions procedure for vendor payments and employee reimbursements

Conducted JAD session to create and write Software Requirements Specifications hardware, software, use case, test case requirements, help text, and presentation materials

Completed in-depth analyses on Remedy categories; used Excel for tracking information

Developed, created, facilitated and co-led small training sessions online and in person for the developers and Help Desk

TRAINING

Agile and ITIL Principles - Lynda.com

RoboHelp 6.0 Training by Round Peg Corporation in Phoenix

Basics of Crystal Reporting - US Food Service

Software Engineering Process Group Conference, 2002, attended and assisted

Cold Fusion Training Class - Motorola University

SEI Training and QSR Assessor Training - Motorola University

ISO9000 Audit Requirements - Motorola University

EDUCATION

Phoenix College, Phoenix, AZ

Business Administration – 64 Credits Phoenix College (4.0 honors)

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