Knowledge Management & Technical Documentation Pro (Remote)

BRANDY DUINK

704-***-**** • ************@****.*** • BOONVILLE, NY

I design and manage knowledge systems that reduce support tickets, speed up onboarding, and enable fully remote and onsite teams to scale. Fascinated by the concept of dragons.

ServiceNow CSA

SOPs and Runbooks

ServiceNow Project Management

Business Analysis Certified

Cyber Security Project Management

Jira and Agile Methodologies

VMware VCA-DCV

NIST/Sans Frameworks and Audits

Loan Origination Systems

Knowledge Management

API documentation

OKTA - IAM

SNOW G2, G3 & Support Works

Process Improvement

ITIL V4

Professional Experience

07/22 – Current

Power Asset Technology – Virgina Beach,VA

Remote -Technical Documentation Specialist and SharePoint and Cyber Security Admin – Independent Contractor

Create company documentation, catalog, organize information and access. Conduct reviews of documents for accuracy. Collaborating with internal and external resources for verification. Maintain record of revisions for further review.

Create, classify and organize KB articles and how-to-videos to assist users with common issues and questions concerning real estate and mortgage loan support. Reducing onboarding confusion for new hires.

Build and manage SharePoint sites, transferring information from other platforms to create a comprehensive, accessible and consistent database of information.

Utilize, install, and integrate CyberSentriq and ESET Security products to oversee Cyber Security for clients, developing processes and SOPs in a start-up environment.

Perform DNS and email security work using Change Management principles.

04/18-11/2023 Movement Mortgage/Infosys LTD - Indian Land, SC

Remote - Business Analyst, Technical Documentation Specialist, Project Management

Conducted assessments and collaborated with stakeholders to identify company goals, compiled, and analyzed data on processes and procedures, and determined change methods to improve and enhance process flow and associated systems.

Reduced the average incident closing time from 11 days in 2018 to 2 days in 2023 from writing and curating over 2,000 KB and Wiki articles and how-to-videos. Created training materials of video and print using TechSmith and Microsoft products.

Created knowledge KPIs, dashboards, audit schedule and testing of documents. Tagged all articles, created standardized templates for document type, for a variety of audiences. Allowed single glance updates for executives for learning requirements of staff for compliance and audits.

Project Manager and Business Analyst for the ServiceNow, Loan Application Support, Cyber Security team and Cyber GRC team. Worked with initial SNOW chatbot, and automation workflows.

Collaborated with multiple departments to document needs and requirements, submit enhancements and track changes using Agile SDLC for ServiceNow edits, updates, enhancements in ITAM, CSM, HRSD, ITSM, SecOps, ITOM, GRC, Service Catalog, service portal and other modules enhancements.

Administration, audit, documentation and IAM verification of over 20 different applications for onboarding and offboarding, including OKTA authentication, app integration and security efforts.

07/10-04/18 Flexential - Charlotte, NC

Remote - Incident Response Analyst

Ensured the prompt and proper handling of security incidents, monitored systems and access, processed customer requests submitted through electronic and phone, detected and reported potential security threats, coordinated with teams to contain, and mitigate incidents and threats, and maintained detailed records of all incidents and responses.

Edited firewall rules while setting up and troubleshooting VPN connections with Fortigate.

Compiled daily audits of backups, performed on-demand backup restorations, and conducted advanced troubleshooting with Netvault, Commvault and Veeam.

Trained new associates, monitoring their progress, and developed an onboarding process for support staff. Created over 2,000 KB guides, how to documents, SOPs and Runbooks.

Opened and completed an average of 900 alert tickets each month.

Ran NIRT drills, created runbooks, live incidences internal and client facing.

Managed incidents applications like ScienceLogic G2 & G3, Support Works and ServiceNow.

Education

Bachelors in Information Security Systems – ITT Technical Institute, Charlotte, NC

Associates in Computer Networking – ITT Technical Institute, Charlotte, NC

Technical Skills

Business Analysis

Gathering requirements, determining key factors for overall business enhancement, developing JIRA Board stories, UAT testing and reporting, and utilizing Agile Methodology to create a collaborative environment for introducing and executing improvements to the business structures, processes mapping, and policies.

Cyber Security

Utilizing Governance, Risk and Compliance approach to oversee Cyber Security, determining audit requirements, adhering to state regulations, and handling security incidents with the SANS and NIST frameworks.

SNOW Administration

Building and delivering enhancements to customer ServiceNow environments. Utilizing JIRA project management boards to track and analyze metrics. Maintaining positive user management and platform configurations. Creating understandable and logical ad hoc and automated delivery reporting. Executing, coordinating, testing and quality assurance activities.

Knowledge Management

Creating Knowledge and Learning Management System items using, Camtasia, SnagIt, Confluence, ServiceNow, Commufire, SharePoint, OneNote, Google WorkSpace and OneDrive. Classification, tagging, and versioning to keep documents relevant, reliable and able to be located easily.

Teamwork

I grew up on our family dairy and now beef farm. From a young age I learned to work with others to get the job done. I have been on and led multi department to multi continent teams.

LinkedIn Profile Link

https://www.linkedin.com/in/brandy-duink-upstateny/:]

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