Remote Customer Care Coordinator Candidate
Resume:
Christine Allen
**************@*****.***
Profile
Experienced, talented, technical writer and documentation specialist offers over 25 years of experience in the areas of technical writing, analysis, process, quality, proposal, publications, deliverable documentation and document management. Selected qualifications summarized:
•SDLC project planning and work-flow
•Quickly grasps complex subjects
•Requirements analysis
•Proposal coordination
•Technical writing, editing and graphic design
•Help documentation
•Eye for detail
•Deliverable documentation
•Quality Assurance/Peer Review
•Interfacing with client and subject matter experts
•Production and vendor management
•Product distribution
•Quality documentation
Accomplishments
•Six Sigma Green Belt certification
•Completed Capability Maturity Model Integration (CMM I) training
•Contributed to design and development of Six Sigma enterprise database, developed user documentation and training materials
History
HHS Technology Group
December 2019 – present
Ft. Lauderdale, FL
HHS Technology Group is a software and solutions company serving the needs of government agencies and public programs. As a remote Technical Writer, responsibilities include creating project deliverables for State of Wyoming web-based software “Discover your Provider” to support the Wyoming Medicaid Provider Network.
Election Systems and Software (ES&S)
Data Information Management Systems (DIMS)
August 2014 – August 2019
Roseville, CA
Data Information Management Systems, LLC (DIMS) is an ES&S company best known for its voter registration system, DIMSnet. Customers include California, Ohio, and other US states.
As Senior Technical Writer, responsibilities include creating, delivering and maintaining project deliverables, project documentation, release notes according to the Integrated Project Schedule (IPS). Interface with customer and project teams to receive, review, and integrate county integration activities and requirements into deliverables and bi-weekly status reports. Coordinate with Subject Matter Experts to produce Voter Registration application help documentation using RoboHelp.
Sierra Nevada Corporation
Oct 2013 – Aug 2014
Folsom, CA
Sierra Nevada Corporation provides agile technology solutions in electronics, aerospace, avionics, space, propulsion, micro-satellite, and aircraft and communications systems for both the private and public sectors. As technical writer, collaborated with subject matter experts and design engineers to write manuals, user guides, quick guides, instructions, training documentation and procedures intended for internal use or use by users of SNC products, or other non-technical or quasi-technical personnel.
Composite Engineering, Inc. (CEi)
Mar 2013 – Oct 2013
Sacramento, CA
Produced Manufacturing Order (MO) assembly instructions for the FireJet drone launcher assembly that included graphics and text for each component of the launcher. Each MO consisted of detailed instructions for factory assembly of all components. Content derived from detailed engineering drawings (CATIA v5 and Solid Works), photos and contributions from engineering and factory personnel.
California ISO
Jan 2013 – Mar 2013
Folsom, CA
Gathered and wrote requirements for a complex 24-hour shift schedule program to be developed for scheduling Control Room personnel. Included user interviews, reviews, created screen mockups, screen flows and reporting requirements.
Department of Water Resources
Oct 2012 – Dec 2012
Sacramento, CA
Short term contract to interview DWR subject matter experts to write and deliver the “as is” processes for three different DWR data collection and reporting systems. The reports delivered included detailed graphic and textual descriptions.
First Data Corporation
Jun 2011 – Feb 2012
Sacramento, CA
Technical Writer/Documentation/Reporting Analyst
First Data Corporation was the service provider for the California Department of Child Support Services State Disbursement Unit (SDU) where child support payments are collected and distributed.
•Collected data from various reporting engines to create, balance and distribute operations reports to customer before 7am contract required delivery daily.
•Produced daily and monthly collection reports, call center trending analysis reports and updated database with daily figures
•Produced contract deliverable documentation (CDRL), CDRL schedule, calendar, document revisions, and delivery.
•Maintained/updated project SharePoint repository.
•Program turnover of hardcopy historical documentation including document tracking and inventory turnover. Coordination with customer and verification of delivery with customer.
•Completed SharePoint Administrator training.
•Participated in the First Data Call Tracker Re-Write project for the Electronic Federal Tax Payment System (EFTPS) program.
GTECH Corporation
Dec 2005 – Jan 2011
Sacramento, CA
GTECH is the software contractor for the California State Lottery.
•Requirements gathering to create Software Requirements Specification
•Created /maintained/revised system documentation
•Created /updated system flow charts (diagrams) using Visio
•Defined use cases
•Participated in QA testing
•Maintained requirements traceability matrix
•Participated in developing publications for marketing and training needs
PacifiCare
Oct 2005 – Dec 2005
Cypress, CA
Short-term contract to create, test, and deploy a complete set of software development lifecycle project templates and user instructions.
Northrop Grumman Mission Systems (previously TRW) Redondo Beach, CA
Sept 1995 – Aug 2005
My career at TRW began in December 2005 in Folsom, California and continued when I accepted a position at the Redondo Beach, California location. TRW was acquired by Northrop Grumman in 2002. Descriptions of the projects, programs and my roles while working at Northrop Grumman/TRW are described below.
Northrop Grumman Mission Systems
Office of Cost Estimation and Risk Analysis (OCERA)
Oct 2003 – Dec 2005
•Responsible for writing and posting events and department information to company web portal
•Participated in development and testing company-wide project history database (PCDB)
•Created PCDB user manual and training materials for data collection requirements and reporting procedures
•Interfaced with key project managers to coordinate data collection for PCDB
•Coordinated with training center to deploy PCDB training to appropriate project management
Northrop Grumman Mission Systems
SQA Analyst, National Imagery and Mapping Agency (NIMA) Library Program
2002 – 2003
The NIMA Library program provided imagery software to military and intelligence agencies.
•Designed and implemented program-specific audits, produced monthly PRA reports
•Performed QA reviews of contract deliverables against policies and requirements
•Restructured server contents and provided content to the project intranet
TRW Inc.
Six Sigma Project Office
Redondo Beach, CA
2002
•Developed classroom, online, brown bag training documentation for the Six Sigma project repository users
•Developed Six Sigma software and user manuals
•Collaborated with Six Sigma developers and users to provide feedback and revision requirements for website development
TRW Inc.
Command and Control Systems-Consolidated (CCSC) Program
Redondo Beach, CA
2001 - 2002
•Collaborated with component engineers and SMEs to produce all contract deliverable documentation (CDRLs)
•Teamed with program web developer to administer project website
•Completed Requisite Pro training (requirements management software)
•Responsible for utilizing Requisite Pro to maintain requirements and produce specific project reports
•Member of CCSC Project Review Committee
TRW Year 2000 Program (Corporate Team)
2000-2001
•Interfaced with project engineers to design research and assessment procedures for three separate company-wide Y2K initiatives
•Managed research team for obtaining compliance documentation
•Responsible for creating majority of project documentation, field training materials. Created self-assessment kits for classified sites, field training materials, and produced site reports for more than 130 sites worldwide (writing, graphics, production, delivery)
•Assured availability and accuracy of more than 50,000 compliance documents scanned for intranet access
•As member of Y2K team, provided support through the new year at TRW corporate headquarters in Cleveland, Ohio
TRW Programs/Proposals
Technical Writer/Publications Department
1997-2000
•SBIRS – Low SDCE (September - December) Responsible for all aspects of project proposal start-up needs such as server access, security requirements, data back-ups, phones allowing seamless startup for team. Produced deliverables through coordination with component engineers, artists, editors, and writers.
•MISCS Proposal (March - August) Coordinated with volume captains, proposal manager and teammates throughout proposal to produce and submit project deliverables.
•FCS Proposal (January – March) With a tight schedule to orchestrate proposal delivery, coordinated and completed deliverable documentation requirements with proposal staff, word processors, and graphic artists. (Received award for outstanding performance.)
•Property Management Office - Designed and produced series of multi-media PowerPoint presentations that were deployed company-wide for the Property Management Organization training.
•Assisted in production, review, and distribution of Technology Review Journal
TRW California Management Information Systems (CMIS)
1995-1997
•Produced and maintained project documents and deliverables for TRW's contract with the State of California Department of Corrections.
•Contributed to content of deliverables including technical writing, editing, and graphic design.
•Maintained version control and managed internal review process to meet schedule deliveries.
•Managed project library to support CM Manager
Software
•Microsoft Word, Excel, PowerPoint, Project, Visio
•FrameMaker
•Snag It
•Rationale Requisite Pro
•RoboHelp
•SharePoint Administrator (2011)
Education and Certifications
2017 RoboHelp training
2011 SharePoint Administrator training
2002 Six Sigma Green Belt Certification, completed CMMI training
1999 Web Development and Design, Santa Monica Community College (California)
1974 Cincinnati Technical College (Ohio) Sales & Marketing courses
1973 Cincinnati Technical College (Ohio) AA Degree - Business
Member of Sacramento Society of Technical Communicators (STC) (formerly Treasurer)
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