Technical Writer

Cherie L. Pettit

**********@*****.***

TECHNICAL WRITER/EDITOR

•End-user/Help Documentation

•Instructional Design, Training and Curriculum Development

•Systems/Project Documentation

•Process/Procedure Documentation

•Website Administration/Content Development

•Corporate Publications and Communications

TECHNICAL SKILLS:

Operating Systems: All Microsoft environments

Applications:

Office Professional Suite, Office 365, Slack, IBM Box, IBM Verse, Teams, Airtable, SharePoint, Articulate Storyline, AI Prompt Engineering, ClearCase, WordPress, Notepad++, HTML, WordPerfect Suite, Visio, ACT!, Novell GroupWise, Adobe Acrobat Pro, Lotus, RoboHelp, SnagIT, Webex, Zoom, QuickBooks, Microsoft Server, Various Graphics, Web-Based, and Proprietary Applications.

Additional Skills:

Project Deliverables Management, Facilitation and Tracking

Internal/External Communications/Publications

SOP/Policy Technical Writer, Documentation Specialist

Website Content Development and Administration

Application/Systems Trainer, Curriculum/Training Materials Developer

Documentation QA/508 Compliance

Specialties:

Training materials, user guides, needs analysis, usability, process documentation.

SOFT SKILLS:

•Effective communicator.

•Exceptional leadership, mentoring and motivational skills.

•Excellent collaborator or independent contributor.

•Self-managing efficient problem solver who takes a new perspective to identify solutions.

•Organized, meticulous big-picture logical thinker, who can also drill down to fine detail.

•Advanced ability to grasp, synthesize, and organize complex technical information and transform into simple language for average reader.

•Uses best practices to improve services and processes.

•Proficient in editing narrative and graphic products to identify and correct grammatical, formatting, flow and logic errors and to identify logical inconsistencies.

•Skilled in meeting with authors and other team representatives to review documents, compile inputs/corrections, resolve incompatible comments, and provide final publishable documentation.

WORK EXPERIENCE:

10/16/22 – Current Fund for Public Health in New York City (FPHNYC)

Technical Writer - Department of Information Technology – Remote Resource

Contracted to NYC Department of Health and Mental Hygiene (DOHMH)

Support the NYC DOHMH Department of Information Technology (DIT) in developing Policy, Procedure, Guidelines, and Knowledge Base (KB) documentation.

Create and maintain templates for DIT Policy, Procedure, Guidelines, Work Instructions, HR processes, training materials/videos, and other documents as needed for internal department or external agency purposes.

Establish document review/edit/approval/publish/update/annual review cycles that adhere to development timelines and due dates.

Develop revised versioning and naming convention plan for deliverables.

Create Technical Writer group in Teams and sync with SP to enable secure collaboration for document content gathering, review, editing, approval and publication.

Facilitate review meetings with SME’s, bureau peers, and leadership team members.

Develop and manage the use of Document Review Checklists for each review cycle.

Restructure SP sites per document content/subject to streamline storage and user access.

Publish approved documents to appropriate repository library or NYC DOHMH site.

Develop and support document lifecycle tracking mechanism using Airtable.

Develop/review/edit content for monthly DIT newsletters for internal publication.

05/09/22 – 10/15/22 Centers for Disease Control and Prevention (CDC)

Technology Product Manager/Technical Writer – Remote Resource

Contracted to NYC Department of Health and Mental Hygiene (DOHMH)

Support the NYC DOHMH Department of Information Technology (DIT) in developing Policy, Procedure, Guidelines, and Knowledge Base (KB) documentation.

Create and maintain templates for DIT Policy, Procedure, Guidelines, Work Instructions, HR processes, training materials/videos, and other documents as needed for internal department or external agency purposes.

Establish document review/edit/approval/publish/update/annual review cycles that adhere to development timelines and due dates.

Develop revised versioning and naming convention plan for deliverables.

Create Technical Writer group in Teams and sync with SP to enable secure collaboration for document content gathering, review, editing, approval and publication.

Facilitate review meetings with SME’s, bureau peers, and leadership team members.

Develop and manage the use of Document Review Checklists for each review cycle.

Restructure SP sites per document content/subject to streamline storage and user access.

Publish approved documents to appropriate repository library or NYC DOHMH site.

Develop and support document lifecycle tracking mechanism using Airtable.

Develop/review/edit content for monthly DIT newsletters for internal publication.

10/18 – 02/22 IBM Watson Health (FalconTek Government Solutions)

Technical Writer/Editor – Remote Resource

Missouri Medicaid Data Warehouse Replacement Project

Deliverables Management and Facilitation:

Independently support three (3) or more deliverables products

Network and lead discussions with subject matter experts, developers, product managers, project managers, quality assurance, business analysts and others, to support those products.

Design/support documentation templates for project deliverables.

Independently coordinate all aspects of the assigned documentation including delivery schedule, preparation of documentation plans, and work/time estimates.

Develop, implement, and support project deliverables review cycle/submittal process to include update/approval tracking mechanism and QA review checklists.

Facilitate deliverables documents through the composition and review process to final client approval.

Design/support internal document repository hierarchical deliverables folder/sub-folder structure.

Build strong, collaborative relationships with other project areas/businesses within the company, where necessary.

Function as Office 365 and IBM BOX in-house training/support to resolve/ prevent user issues with deliverables composition/formatting/storage.

Develop onboarding materials for and engage new hires in onboarding process review and various application training.

Author writing guides for product owners as reference materials.

Develop document style guides for product branding, style, formatting, and content consistency.

Collaborate with assigned product teams to determine schedules and deliverables.

Provide time estimates to assigned product teams based on project scope provided by product management.

Mentor less-experienced writers as needed.

3/16 – 7/18 CMA Consulting Services

Technical Writer/Editor – Albany, NY

NY State Medicaid Data Warehouse Replacement and Office of Health

Insurance Programs Data Mart Support Project

As per the NYS Governor’s initiative:

• Interview SMEs to gain project understanding and collaborate with Business Analysts to perform requirements gathering for project document composition and content development.

• Compose new or review/edit existing documentation and publish deliverables including, but not limited to:

oInternal process documents

oPolicy documents

oSystems documents

oDatabase reform project documents

oWork instructions/guides

oOnboarding guides

oProcess workflows

oPresentation materials

oEnd user website content

oBuild shared/searchable acronyms library

oOther projects as assigned

Recommend revisions or changes in scope, format, and content.

Ensure that all published content complies with established standards for style, clarity, accuracy, conciseness, terminology, and formatting.

Recommend/create documentation templates appropriate to audience/purpose.

Contribute to website graphics and grammatical content.

Collaborate closely with team members (i.e., management, business analysts, developers) to observe and translate operational workflows into process documents and standard operating procedures.

Recommend mechanisms (tools and techniques) for improving document creation efficiency, develop a review process, and improve workflow.

Develop user documentation including requirements documents, process documents, technical documents, design documents, references, manuals, training materials and/or work instructions.

Prepare charts, graphs, flow diagrams or forms to supplement technical documents, instructions, desk references or how-to-guides.

Edit/review/update all evolution projects/reform projects (EP/RP) and change requests, response, and completion documents.

Ensure technical verbiage is easy to understand by the layperson, as well as technical personnel.

Edit/review/update technical design documentation as required for all EPs/RPs or change requests.

Design/update portal home/landing pages and menus.

Provide user support for MS Office applications.

Function as document formatting and trouble-shooting resource

Mentor/assist less experienced team members.

Function as grammatical and language use excellence resource for project documentation, website content and internal/external communications.

3/15 – 3/16 Xerox Government Healthcare Solutions

Sr. Publications Specialist, Lead Technical Writer/Editor – Albany, NY

Provider Side – New York State Medicaid Management Information Systems Medicaid Project

Working in an Agile environment:

• Website content development and administration.

• Website metrics gathering and reporting.

• Create various project document templates and author style guides to ensure contract requirements compliance.

• Design/develop/implement multi-departmental review and update process for documentation stored in project SharePoint repository and published to Wiki site.

• Participate in the concept, design, and development of various manuals, bulletins, technical specifications, forms, and other documentation, in both electronic and printed formats: o Develop external communications and publications to include Medicaid provider messages and bulletins provided by state municipality.

o Compose/design newsletters and training materials.

o Liaison with portal site administration and support personnel to publish external communications.

o Liaison with training department to assist with development and posting of training materials and CBTs on website.

o Design internal cross-team communications and publications

• Review/edit policies, SOP’s, and work instructions for Medicaid provider enrollment user/process manuals.

• Serve as technical graphics expert in consultation with internal users on issues involving offset printing, digital reproduction, brochures and displays.

• Design creative, image-enhancing artwork, graphics, and layout for materials used in marketing, promotion, display, and training.

• Track and fix documentation/process defects

• Adhere to contractual publication standards and client specifications for documents.

• Assist in the development and implementation of the user documentation strategy.

• Interact directly with all levels of staff to effectively determine documentation requirements and processes.

• Prepare printers’ instructions and other necessary forms for official document release.

• Compose test cases and execute test scenarios for Wiki environment.

• Other duties as assigned.

08/14 – 2/15 Synchrony Financial - subsidiary of GE Capital (Resolvit, LLC)

Technical Writer/End User Technical Project Manager – Remote Resource 7

Telecommunications Expense Management Services Project

• Author billing conversion documentation including business requirements documents, standard operation procedures, policies, standards, and work instructions.

• Author end-user portal content and training materials

• Develop and manage document input/review/approval and update cycle.

• Manage portal library for document storage/retrieval.

• Other duties as assigned.

05/13 – 05/14 GE Corporate (Resolvit, LLC)

Technical Writer/Documentation Specialist – Latham, NY

Desktop Utility Program Expense Management

• Author/edit policies, standard operating procedures, work instructions and training materials for asset tracking, expense management and billing processes, using corporate approved custom templates.

• Edit and standardize material prepared by other authors.

• Work with SMEs to develop and manage input/review/approval and update cycle.

• Manage portal library for document storage/retrieval.

01/12 – 02/13 General Dynamics (CGI)

Technical Writer – Woodlawn, MD

Medicaid/Medicare Processing Software

Insuring Section 508 compliance:

• Edit existing system documentation and create new user manual for a web application from web prototypes, CICS screens, and requirements documentation, for expeditious release.

• Capture screen prints from prototype and follow pre-defined formats of user guides.

• Collaborate with business analysts, fellow team members and technical staff to define field descriptions and screen navigation.

• Work with outside entities/clients that require quick turn-around.

04/11 – 10/11 GE Healthcare Corporation (Adecco Engineering and Technical)

Technical Writer – Burlington, VT

Medical Claims Processing Software

Working in an Agile environment: 8

• Author/edit customer-facing documentation on new medical claims processing application’s web-based features.

• Convert existing Adobe FrameMaker documentation to updated MS Word templates to meet corporate standards.

• Update web help documentation to comply with corporate customer documentation standards.

08/10 – 02/11 Computer Sciences Corporation

Technical Writer/QA Analyst – Albany, NY

• Author/edit change and enhancement to eMedNY subsystems provider manuals, develop quick-reference guides, provider training materials, review project design documents and billing guidelines, as well as quality control for technical design documentation.

• Develop curriculum and execute end-user training programs for NYS Department of Health and Welfare Management System employees.

12/07 – 07/10 Sagem Morpho, Inc.

Biometrics Systems Specialist Trainer – Albany, NY

• Travel NY statewide training Office of Temporary and Disability Assistance system operators on biometrics fingerprint recognition technology products and services.

• Produce reports, metrics, and evaluations.

• Author/edit all additions or changes to training curriculum and materials.

EDUCATION:

Currently Enrolled

•• Microsoft AI Skills Training and Resources

•o Machine Learning, Deep Learning, Neural Networks

•o AI Prompt Engineering

New Horizons Computer Learning Center – Albany, NY

Certifications:

• Microsoft Office Suite

• Train the Trainer

• QuickBooks

SUNY Schenectady – Schenectady, NY

Certification:

• Business Office Technologies

9

SUNY Delhi – Delhi, NY

• Veterinary Science

SUNY Ulster – Stone Ridge, N.Y

• Biological Sciences

Contact this candidate