Software Development Assistant Director
Resume:
Scott J. Hosonitz, ITIL v*, v* & ITIL-SO
Cumming, GA 30040
******@*********.***
Summary of Qualifications
Outstanding leader dedicated to fostering result-oriented relationships with both internal & external customers.
Detail-oriented professional with close attention to deadlines and capable of handling multiple projects and clients simultaneously.
Highly skilled at architecting business-critical documentation sets for Fortune 500 clients.
Proven track record of successfully translating highly complex material into user-friendly, comprehensible documentation by effectively matching tone, style, and method of delivery to target audiences.
Keen understanding of the entire software development lifecycle (SDLC) including Agile/Scrum and Waterfall development methodologies.
Champion for clear and effective business requirements capture, documentation, and management in order to increase operational efficiencies that result in less software development re-work.
Professional Experience
12/19 to Present Ernst & Young
Assistant Director, Deputy Lead for Policy Lifecycle Management
Manage over 60 global policies, standards, and minimum-security baselines (MSBs) for the international enterprise.
Lead the review cycle based on enterprise-prescribed intervals to ensure that all documentation is current, comprehensive, and accurate.
Partner with various technical Subject Matter Experts (SMEs) to contribute and provide feedback to pertinent policies, standards, and MSBs.
Engage with multiple C-level executives as well as the Chief Information Security Officer (CISO) for approval of policies, standards, and MSBs.
Monitor version history of policies, standards, and MSBs to ensure that older documentation is archived appropriately according to its specific data classification while up-to-date documentation is published to their proper repository.
Utilize automation software (ConvergePoint) to facilitate the review and approval processes for policies, standards, and MSBs and also incorporating Information Technology Infrastructure Library (ITIL) best practices.
Partner with the Data Security Services (DSS) Team to develop software manuals required to ensure privacy, security, and confidentiality among internal business units and external clients.
03/18 to 12/19 E*TRADE
Manager, Technical Operations Knowledge Management
Developed & oversaw a runbook management process for the yearly review and certification of more than 350 mission-critical E*TRADE applications within the entire production environment.to meet audit requirements and ensure that the 24x7 Network Operations Center (NOC) staff can properly address technical infrastructure issues.
Proposed improvements in the knowledge management space especially around content management for the NOC.
Built a Technical Operations technical documentation catalog from multiple repositories and consolidate to a singular cohesive source (Confluence) to foster better accessibility and facilitate quicker ramp-up time for new hires during the on-boarding process.
Developed key business processes and correlative documentation sets for troubleshooting myriad mission-critical applications.
Partnered with the DevTools Team utilizing Agile and Scrum methodologies to develop an end-user technical documentation set for the Pre-Market Dashboard Project.
Actively worked toward the Certified Information System Auditor (CISA) certification to better address various audit requirements from both internal and external Government, Regulatory, and Compliance (GRC) auditors by ensuring proper artifacts are developed and produced as evidence to satisfy inquiries.
05/16 to 11/17 Virtustream
Manager, Technical Content Development
Provided technical documentation expertise for a cloud management SaaS (Software as a Service) company.
Assessed current state of operations and implemented various changes based on my recommendations. In particular, building a strategy and process maps to migrate technical documentation sets from markdown language utilized by software developers to other formats that leverage the expertise of information developers. This improved resource utilization, while simultaneously increasing time to market and documentation quality.
Made further recommendations to move more traditional linear documentation sets to modularized online help systems to improve end-user navigability and ease of information access.
Worked with the Sales Team, Deal Desk, and Solution Architects in the development of an internal tool for pricing cloud management implementations for new customers.
Mentored offshore junior technical writers in the development of ViewTrust products aimed at customers concerned with Government, Regulatory, and Compliance (GRC) standards.
Provided expertise to IaaS (Information as a Service) and PaaS (Platform as a Service) business units on the development of network and data center architecture documentation, while also partnering with the Legal Department to ensure that all intellectual property was fully protected.
08/15 to 05/16 E*TRADE (Contract)
Senior Technical Communications Consultant
Acted as Lead Technical Writer for the entire Technology Infrastructure organization within E*TRADE charged with reviewing all deliverables before presentation to the Board of Directors and federal regulators verifying compliance with governmental standards such as FISMA, FINRA, FFEIC, and SOX.
Provided artifacts and evidence that contributed to the closure of 4 identified MRAs (Matters Requiring Attention) that were singled out by the United States Office of the Comptroller of the Currency (OCC).
Developed a presentation for executive management on the importance of the EDM Council’s Data Management Capability Assessment Model (DCAM) to support the firm’s business drivers of data taxonomy/classification, value chain, business intelligence, virtualization, and security.
Created CyberSecurityDefense Plans and accompanying runbooks for responding to multiple attack vectors such as DDoS, malware, unauthorized remote access, and network intrusions.
Maintained Business Continuity Management, Disaster Recovery, and Crisis Command Team Plans within the EMC2 RSA Archer and Agiliance RiskVision toolsets.
Developed IT Risk & Compliance plans and presentations for multiple projects to close gaps for MSIs (Management Self-Identified Issues), RCSAs (Risk & Controls Self-Assessments), and MAPs (Management Action Plans).
Advised on ITIL concepts in establishing a nascent IT Control Framework for the organization.
11/14 to 07/15 MarketSource (Contract)
Senior Technical Communications Consultant
Acted as Lead Technical Writer in interfacing with Consensus software developers charged with bringing new carrier (i.e., Apple, Samsung AT&T, Verizon, T-Mobile, Sprint, and eSecuritel) functionality to market.
Managed two mission-critical online help systems utilizing Madcap Flare: one for Target Mobile Team Members and one for Target Mobile District Managers (DM Channel) and interacted with web developers for porting application to appropriate web pages.
Developed technical procedures and job aids for Target Mobile Team Members for activating phones and tablets on their Point of Sales (POS) and Point of Activation (POA) consoles.
Managed a SharePoint site for the distribution of key technical documentation.
Created process documentation for Loss & Prevention Procedures and Bonus Editor & Business Rules implementation.
Built reporting requirements documentation for a new Commissions Automation toolset utilization launch.
01/14 to 08/14 King & Spalding (Contract)
Senior Technical Communications Consultant
Designed new templates for use by the IT Department for procedural and business process documentation.
Partnered with the SAN (Storage Area Network) engineers to develop documentation for database overprovisioning alarm procedures and archive tape management practices including data retention policies ranging from 28 days to infinite holds.
Served on the IT Security Operations team to develop several key pieces of documentation including Computer Security Incident Response Plans, Containment & Eradication Strategies, Secure International Travel to China Guidelines, and Document Destruction Policies.
Worked closely with the telecom engineers to understand and document procedures for MACDs (moves, adds, changes, and deletes).
11/13 to 01/14 Panasonic (Contract)
Senior Technical Training Consultant
Developed curriculum and training plans for the launch of Panasonic’s Automotive American Division upgraded IT Service Desk featuring the roll-out of ServiceNow software suite.
Delivered live instructor-led training sessions as well as virtual training sessions through WebEx or LiveMeeting.
Aided the VP of IT and IT Director by presenting recommendations on streamlining internal Service Desk business processes for making service requests and initiating/escalating incident events.
Built numerous knowledge articles on procedures for effectively utilizing the new tool set.
Performed QA testing and user experience analysis on the GUI of several releases (including final) and made recommendations to make the system more user-friendly and intuitive.
Partnered with HR and Security departments to build forms within the system to automate new hire onboarding.
03/11 to 09/13 Fiserv
Senior Technical Trainer
Assimilated Fiserv best practices for Change, Incident, Problem, Knowledge, Service Request, & Work Order Management into the Information Technology Infrastructure Library (ITIL) framework to produce robust training curriculum and classroom instruction in order to capture repeatable processes.
Advised on process flow within the given Remedy toolset by utilizing my business analysis experience to relate end-user needs to existing business logic and systems architecture. Taught the Fiserv enterprise on all consoles of the BMC Remedy software suite by delivering live instructor-led Training (ILT) in in-person classroom settings and via Cisco WebEx.
Designed and developed a voluminous catalog of technical curriculum encompassing Quick Reference Guides, Job Aids, PowerPoint Training Decks, Assessments, and certification policies. This included the introduction of new templates, Cascading Style Sheets (CSS), and content development.
Trained entire staff of remote internal Help Desk located in Costa Rica focusing on best practices for the BMC Remedy suite, internal business practices, and Help Desk dynamics.
Engineered a complete onboarding training package, which also included an interactive online help system, for new hires to Fiserv and interacted with web developers for porting application to appropriate web pages.
Instrumented a training curriculum and documentation set for Fiserv’s Data Center Transformation Strategy (DCTS), which enabled the enterprise to consolidate data centers and integrate various business units from multiple mergers and acquisitions (M&A’s).
Provided Tier I & II support for BMC Remedy software applications in both training environments and higher environments up to and including our production system and production databases. Acted as initial point-of-contact (IPOC) and super user for all Remedy students.
Created learning path and certification approach in order to ensure that end-users were proficient in understanding Fiserv business logic & correlative processes and how that relates to overall operational corporate hardware and software business drivers.
Provided additional training on Digital Fuel & BMC Analytics to maximize the value of the reporting and metrics available through the BMC Remedy system.
Held monthly Remedy Roundtable sessions to communicate the value of the corporate system while serving as both the expert voice and face to answer specific end-user questions.
09/03 to 10/09 Scientific Games International
Manager, Business Analysis & Technical Documentation
Managed a team of 14 technical communications professionals (consisting of business analysts, technical writers, graphic designers, e-Learning & curriculum developers, training specialists, and facilitators) with responsibility for budget, P&L statements, hiring, firing, recruitment, career pathing, software & hardware procurement and overall tactical and strategic departmental vision, direction, and strategies.
Implemented policy changes that allowed conversion from Adobe FrameMaker to RoboHelp and Microsoft Word resulting in greater team collaboration and reduced production and shipping costs as well as single-sourcing content and interacted with web developers for porting application to appropriate web pages.
Earned credit and acknowledgement from the Open Group Technical Committee for best practices (see http://www6.opengroup.org/comm/press/articles/lottery-insights.pdf) with requirements documentation, XML standards, and bar code specifications for retailer accounting and point of sale.
Oversaw all technical documentation deliverables for a 90-day lottery roll-out for the state of Oklahoma making it the fastest start-up in lottery history.
Interacted with the Educational Services Manager to deliver quality technical curriculum and on-site training using ADDIE and SCORM methodologies.
Wrote scripts, directed, and produced numerous training videos for Scientific Games products and services that were used during best and final proposal offers as well as videos loaded onto point-of-sale retailer terminals.
Key projects included lotteries for Pennsylvania, Connecticut, Mexico, and Maryland.
Senior Technical Writer
Led business analysis activities for the Icelandic Video lottery including requirements capture, documentation, review, and management.
Provided support to the Business Development Department by writing and reviewing content for critical lottery jurisdiction RFPs.
Acted as first point of contact for all documentation translation needs.
Participated on several Process Action Teams (PATs) during company initiatives for NASPL (North American and State Provincial Lotteries) and CMMI (Capability Maturity Model Integration) certifications.
Served on executive committee for mergers and acquisitions during two critical company acquisitions.
Ensured technical documentation deliverables met compliance standards for Sarbanes-Oxley (SOX), American Disabilities Act (ADA), W3C, and Section 508.
Partnered with network, software, and web developers and architects in the development of critical lottery systems (including data dictionaries and UX testing) within both Waterfall and Agile/Scrum methodologies.
Built on-line help systems for numerous lottery jurisdictions in order to lessen Help Desk calls by making information quicker to access using full text search capability and content grouping and interacted with web developers for porting application to appropriate web pages.
Key projects included lotteries for Puerto Rico, Philippines, Colorado, North Dakota, and New Mexico.
03/96 to 09/03 Predictive Systems
Regional Director
Oversaw all aspects of the Technical Publications Group of the Southeast region:
Led a delivery team that included 3 Junior Technical Writers and 8 Senior Technical Writers.
Provided my staff with career pathing and development.
Exceeded operational efficiency, employee morale, and client satisfaction thresholds.
Maintained accountability for the quality of all client deliverables for the entire region.
Wrote and reviewed numerous proposals (including a successful response to an RFP issued by GE Capital ITS for a new Enterprise Management System (EMS) Technology Design) for more than twenty different clients.
Wrote and reviewed technical biographies for numerous Predictive Systems’ employees from Performance Management, Network Management, Information Security, Business Integration Services, and Internetworking Technologies practice areas.
Awarded Most Valuable Player for the third quarter of 2001 by the Vice President of Major Accounts.
Key client projects included BellSouth, Cbeyond, Cypress Communications, Sony Electronics Corporation, Vox2vox Communications, Scientific-Atlanta, iLeap.net, and Raytheon.
Principal Consultant
Provided expertise on all aspects of technical writing, technical editing, and documentation architecture for the entire Southeast region (Virginia to Texas).
Instructed network engineers on the fundamentals of effective business and technical communications.
Worked closely with Business Development Managers to outline project activities and determine pricing for numerous proposals, Statements of Work (SOWs), Request for Information (RFIs), and Request for Proposals (RFPs), including two successful responses that won “Preferred Vendor” status from a state technology agency.
Wrote articles for internal corporate publications including monthly periodicals and newsletters.
Key client projects included AT&T, the University of Florida, Radian, and Saudi Arabia Telecom.
As the charter member, built the Technical Publications Group to deliver on all technical publishing needs and established the Technical Publications Group’s operational processes, procedures, and standards.
Developed the Predictive Systems Style Guide and compiled the Predictive Systems Technical Glossary to ensure consistency of terminology for the company nationwide.
Edited various Installation and Configuration Guides, User’s Manuals, Device Analyses, Administrator’s Guides, Release Notes, and Troubleshooting Guides for scores of clients.
Conducted research on the operational functionalities of Electronic Database Management Systems (EDMS) such as PCDocs, Documentum, Interleaf, Filenet, and others.
Translated technical manuals to portable document format (PDF) for CD-ROM distribution.
Designed and wrote marketing collateral including Service Offering Data Sheets and Client Case Studies.
Created and developed the Building a Network Operations Center Binder for the CEO, which contained sample generic documentation that was later used as a sales and business development tool by the Executive Group, Business Development Managers, and others.
Generated and reviewed more than fifty proposals and supervised the development, generation, and assembly of large-scale Request for Proposals (RFPs) for AT&T, Pacific Exchange (PCX), and Clark Atlanta University.
Assisted corporate attorney in the development and generation of standard Non-disclosure Agreements, Master Consulting Agreements, Sub-contractor Agreements, and other client contracts.
Played a critical role in the review process, which helped to engineer the execution of two major client contracts with AlliedSignal and Nortel/Bay Networks.
Key client projects included Unisys, Norton HealthCare, Louisville & Jefferson County of Kentucky, Nortel/Bay Networks, and AlliedSignal.
Education & Professional Training
Rutgers University: BA in English/Pre-Law
Fairleigh-Dickinson University: ABA-Approved Certificate in Paralegal Studies with Honors
Certified in ITIL Foundations v4
Certified in ITIL Foundations v3
Certified in ITIL Service Operations
Currently studying CompTIA Cloud+ and Certified Information Systems Auditor (CISA) self-study courses
Completed Self-Study Course for CompTIA Network+ and A+ Exams
Completed Training Classes at CTEC Academy for MCSE 2000
Completed Numerous Cisco Certified Network Associate (CCNA)Internetworking Technologies CBTs including:
Data Communications: Networks and Standards
Data Communications: Signals and Systems
Networking Principles: Networking Technologies
Networking Principles: Miscellaneous Protocols
Networking Principles: Transmission Media
TCP/IP Applications and Protocols
TCP/IP Architecture & Routing
TCP/IP Management: SNMP
Cisco: Internetworking Overview
Cisco: Router Configuration Basics
Cisco: TCP/IP Addressing & Cisco Routers
Studied several domains under (ISC)2’s Certified Information Systems Security Professional (CISSP) certification
Completed Telelogic’s “Writing Better Business Requirements” Seminar
Completed IBM’s “Business Requirements Management & Documentation” workshop
Completed Borland’s “Continuous Process Improvement Initiatives” Seminar
Completed Jim Culver’s “Delivering Effective Speeches & Business Presentations” Seminar
Attended “Being an Effective Leader” workshop presented by Jack Welch, Stephen Covey, & Rudy Guiliani
Tools
ConvergePoint Policy Management System
EMC2 RSA Archer
Agiliance RiskVision
Adobe Acrobat Reader, Writer & Distiller, PageMaker, FrameMaker, Illustrator, and Photoshop
Adobe RoboHelp, Doc-To-Help, & Madcap Flare
ArborText Editor & Tagtool
BMC Remedy
ServiceNow
Cherwell
Facets
Confluence
InfoMap & DITA Architecture
iManage Applications
WebWorks CloudDrafts
Microsoft Office Suite (Word, Excel, Internet Explorer, Outlook, OneNote, Power Point, Project, Publisher, & Visio), Binder, FrontPage, Picture-It, Works, and SharePoint
HTML & XML
Kaplan SST
Lotus Notes
Net X-ray
Norton Utilities
Paint Shop Pro, Full Shot, & Snag-It
Trivantis CourseMill & Lectora
IBM (Telelogic) DOORS
Corel WordPerfect
WebEx
JIRA
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