Technical Writer Business Analyst

SUMMARY

Experienced technical writer, project manager, e-learning training developer, trainer, and business analyst with over 25 years of experience, including 12 years in the financial services industry; 14 years in government consulting, including IT business analysis, development and testing; and 10 years in project management, project documentation, and performance measurement. Proven track record in reviewing, researching, refining, implementing, and documenting processes to streamline workflow, minimize risk, and reduce costs.

Experience also includes writing, developing, testing, and publishing policies, procedures, forms, and training materials, including system documentation. Able to develop productive working relationships and interact professionally with a diverse group, including developers, clients, vendors, and auditors. Demonstrated ability to quickly learn complex information and communicate it effectively to others. Innovative, motivated team player with excellent problem solving and time management skills. Excellent verbal and written communicator that is poised and professional in front of any size audience.

SKILLS

Working with contract, business, system, and functional requirements to develop deliverables, and develop and deliver training

Developing and editing training materials and leading training sessions

Developing business process and technical documentation, IT technical specifications and documentation, Maintenance and Operation (M&O) procedures, and Technical Recovery plans

Designing, programming, testing, and publishing online documentation

Creating and updating policies, procedures, and forms, including developing and implementing a yearly audit process

Facilitating Sprint Sessions, including daily and weekly standup meetings, and Agile working sessions

Working with Developers and Subject Matter Experts (SMEs) to draft, revise, and finalize User Stories, Acceptance Criteria, and Test Scenarios

Understanding, documenting, and maintaining complex technical process

Developing Policies and Workflow/Method and Procedure (M&P) documents

Developing and utilizing standardized templates and style guides

Managing successful mid-size broad-based projects

Documenting broad-based iterative life cycle projects

EMPLOYMENT

Technical Writer – Contract and Vendor Management Support, Contract through Mastech Digital to KPMG on the California Department of Healthcare Services Population Health Management Project – September 2024 to current (remote)

A key member of the Project Management Office responsible for tracking internal and external stakeholder adherence to contractual requirements, including supporting the intake, tracking, and reviewing of deliverables and work products throughout their lifecycle; overseeing deliverable review processes within client work groups; and coordinating multi-level deliverable client reviews and facilitating their release to the external vendor.

Team Lead/Technical Writer, CGI – April 2022 to August 2024, CGI, Sacramento, CA (remote and hybrid remote)

Team Lead/Technical Writer supporting the Quality Assurance Team on the State of California Case Management, Information and Payrolling System (CMIPS) Project. Responsible for leading a team of Document Quality Analysts/Technical Writers, building a shared understanding of CMIPS; training and mentoring staff; supporting and assisting team members; and addressing and removing impediments, obstacles, and blockers for deliverable authors to ensure deliverables, reports, and work products are completed on time and within budget and scope. Also responsible for developing and delivering all deliverable training to project members.

Quality Analyst/Technical Writer, CGI – May 2020 to March 2022, CGI, Sacramento, CA (remote)

Business Analyst/Technical Writer supporting the Quality Assurance Team on the State of California CMIPS Project. Responsible for reviewing Deliverable Expectation Documents, Deliverables, and Change Requests for grammar, consistency, adherence to contact requirements, and adherence to Writing Style Guide standards.

Business Analyst/Technical Writer, CGI – June 2019 to April 2020, CGI, Sacramento, CA (remote and hybrid remote)

Business Analyst/Technical Writer supporting the Application Development Team on the State of California CMIPS Project. Responsible for reviewing and editing Deliverable Expectation Documents (DEDs), Deliverables, and other business documents, such as Change Requests and Work Products, to improve readability and make sure they comply with applicable style guides and project contract guidelines.

Business Analyst/Technical Writer – February 2019 to May 2019

Business Analyst/Technical Writer consulting to Elyon Strategies to work with the California Department of Technology (CDT) to create a Cloud Readiness Playbook.

Business Analyst/Technical Writer – July 2018 to February 2019, Legato Solutions, Sacramento, CA

Business Analyst/Technical Writer for the State of California Department of General Services (DGS) on the FI$Cal Agile Release Development Project. Responsible for maintaining the product backlog; working with Developers and SMEs to draft, revise, and finalize User Stories, Acceptance Criteria, and Test Scenarios; and facilitating Sprint Sessions.

Technical Writer – March 2018 to June 2018, DBVE Technology Group, Sacramento, CA

Technical Writer on the Medi-Cal Program Integrity Data Analytics Project (MPIDA) responsible for creating and editing test cases, training documentation, and system help text; developing valid and reliable data and statistical models, data element dictionary, and report documentation; and documenting the system architecture and privacy policy and security documentation, machine-learning algorithms documentation, risk scoring/ranking equations documentation, and user software documentation.

Technical Writer – February 2017 to March 2018, AccuTeam, Sacramento, CA

Technical Writer supporting the Delta Dental Administrative Services Organization (ASO) Takeover Contract Management Office team. Responsible for updating manuals and plans to comply with the new state contract.

Technical Writer – March 2016 to November 2016, Trinity Technology Group, Sacramento, CA

Senior Technical Writer on the Business Development Team responsible for reviewing and editing proposal text to make the information easier to read and understand, to provide the proposal with a single voice, and to better position Trinity Technology Group as the vendor of choice.

Technical Writer – May 2015 to March 2016, Bridge Technologies and Solutions, Sacramento, CA

Technical Writer on the State of California Correctional Health Care Services (CCHCS) Project. Reponsible for updating and maintaining documentation for Detailed Design Deliverables (DDDs), including Visio drawings, to ensure accurate infrastructure documentation. Also responsible for performing requirements analysis to support complex enterprise-wide solutions to achieve successful implementation, and working with the Infrastructure team to draft and edit various documents, such as Business Requirement Documents, Technical Recovery Documents, and policies to ensure approval.

Technical Writer – October 2012 to April 2015, Cambria Solutions, Sacramento, CA

Technical Writer on the State of California FI$CAL Project, an Enterprise Resource Planning (ERP) project. Responsible for actively participating as a cross-functional team member to collaboratively work with the team leads to create and edit a variety of technical and nontechnical documents (e.g., Deliverables and work products) for a new PeopleSoft integrated financial management system for the State of California.

Instructional Designer/Trainer – January 2012 to August 2012, Global Touchpoints, Roseville, CA

Instructional Designer and Trainer on the California Employee Development Department (EDD) Disability Insurance Automation (DIA) System Project. Responsible for actively participating as a cross-functional team member to collaboratively develop training and Train-the-Trainer (TTT) materials, including storyboards and courses, to support implementation of the new internet-based EDD DIA System.

E-Learning Training Developer – December 2010 to September 2011

Technical Writer – January 2007 to November 2010, Sagitec Solutions, Little Canada, MN

E-Learning Training Developer and Technical Writer on the CalPERS Pension System Resumption project, the world’s largest public employee retirement system. Responsible for developing Computer-Based Training (CBT) and TTT materials using Captivate and SnagIt, focusing on health enrollment, to support implementation of a new Internet-based next-generation pension processing system for internal program and Information Technology Services Branch (ITSB) staff, external business partners, and external members using adult learning theory methods. Also responsible for editing DEDs, Deliverables, Wikis, Online Help Documents, Process Change Guides (PCGs), and various other technical documents, including User Interface Design Documents, Business Rule Specifications, Supplemental Specifications, Background Processes, Interface Agreements and To-Be Business Processes, to improve readability and to ensure on-time delivery and make sure they complied with applicable style guides and project contract guidelines.

Project Manager – October 2004 to December 2006, Washington Mutual Bank, Stockton, CA

Project Manager in the Project Management Office of the Commercial Business and Systems Process Improvement Unit of Washington Mutual Bank. Responsible for project managing development of a national operations center online procedure manual, including hiring and managing off-site contractors. Also responsible for project managing development of a multi-family lending (MFL) process operations manual, including facilitating requirements, analysis, and design sessions with SMEs, managers, compliance, legal, and senior vice presidents to draft, review, and publish documents online.

Technical Writer – September 2003 to October 2004, Wachovia Education Finance, Rancho Cordova, CA

Technical Writer on the EduStar System Documentation Team in the Strategic Initiatives Department – January 2004 to October 2004. Responsible for project managing editing tasks and coordinating team consultants in collective effort for the successful iterative implementation of a large-scale documentation project.

Technical Writer in the Compliance and Risk Management Department responsible to write company-wide policy and procedure documentation – September 2003 to January 2004. Responsible for reviewing existing policy documents and developing a policy template to be used to develop and write policies and Workflow/M&P documents to produce a company-wide manual.

Lending Operations Analyst/Technical Writer – January 2003 to August 2003

Capitol Commerce Mortgage Company, Sacramento, CA

Led a team of policy and procedure writers as part of the National Lending and Administration Support Department of Capitol Commerce Mortgage Company. Responsible for managing enterprise-wide projects for National Operations using Multi-Project Management methodology, including monitoring master schedules and milestones.

Information Analyst – January 2000 to April 2002

Promoted from Documentation Specialist – February 1998 to January 2000

Banc One Investment Management, Westerville, OH

Managed national documentation activities as part of the Client Service Management Department of Banc One Investment Management Group. Responsible for managing in-house projects and project documentation from the planning phase to the operation phase using Multi-Project management methodology, including an online policy/procedure/form publication, an annual policy/procedure/form audit, the installation of a backup generator system, and yearly disaster recovery and business resumption planning and testing.

EDUCATION

MBA, with honors, Otterbein College, Westerville, Ohio. GPA: 3.67

Course work involved a live consultation project for a public transportation system and overseas studies in Berlin, Germany and Prague, Czech Republic.

BA, Business Management, Magna cum Laude, Capital University, Columbus, Ohio. GPA: 3.75

Major: Business Management with an emphasis in Finance and Accounting.

Nominated for Student of the Year.

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