Technical Writer

Omer Alfahal

https://www.linkedin.com/in/omeralfahal/

SUMMARY

Dynamic Senior Technical Writer, Technical Documentation, Technical Communication & Digital Content Strategy creator, across Manufacturing, Industry, finance, and government sectors, documenting technology processes, Information security, Networking, Operation, and Internal Auditing processes. Proven record and experience in accomplishment, developing security policies and optimizing network performance while collaborating with cross-functional teams enhancing cybersecurity frameworks, catalogs, and centralized repositories through technical writing & documentation. Committed to delivering high-quality documents that enhance organizational efficiency and supports business goals.

HIGHLIGHTS

Core Experience of Technical Writing/Documentation/ Internal Communication & Content Management:

oTechnical Writing to develop and manage robust content material including Policies, plans, Standards, SOPs, Control Narratives, Playbooks, Runbooks, Job Aides, User Guides, Reference Materials, Runbooks, Technical Specifications, Test Plans, Material, and Training Material, Quality Audit Reports.

oTechnical Documentation to develop structured content, user guides, API specs, system architecture diagrams, product documentation, process documentation, system documentation, troubleshooting guides, FAQs and resolution content.

oContent Management Content Strategy, Content Development, and Content Management, Document Control & Document Management (SharePoint, Confluence, WordPress), Digital Content Management & Archiving, Knowledge Repositories & Documentation Workflow Automation, Visual Aids, Process Documentation (Diagrams, Charts, Process Flows, Infrastructure Workflows), Web Content Development (WordPress, Evoq Content, DNN), Websites development: design, building, configuration, content migration, website templates creation, search engine optimization (SEO).

oInternal Communication: Partner with leadership across-functional stakeholders to create high-quality internal communications content, including articles, emails, presentations, meetings scripts, web content and short videos. Coordinate with enterprise communications teams to ensure adherence to corporate communication policies and standards. Prepare talking points, slides, and materials for all-hands meetings, webcasts, and leadership communications. Maintain and update SharePoint-based and WordPress-based internal sites, monitoring engagement and digital communication metrics to continuously improve effectiveness.

Strong background and Knowledge of the following:

oProject & Service Management: Knowledge of ITIL4 Framework (IT Service Management (ITSM), IT Resource Management - ITRM), IT Operation Management (ITOM - Splunk), IT Service Delivery, ITSM tools & Software. ServiceNow (Service Strategy, Service Design, Service Transition, Service Operation, CSI, ServiceNow as a Document) Analytics & Problem solver, Project Management & Controls (MS Project), Change Management, Business Continuity Management (BCM), Knowledge Management (Software Development Lifecycle - SDLC, Agile). Customer Service Management (CSM) and HR Service Delivery (HRSD).

oBusiness & Functional Analysis: Experience documenting Business Continuity & Risk Analysis, Business Requirements (BR) & Business Analysis (BA), Root Cause Analysis (RCA) & Internal Audits (IA), Policy Development & Internal Communications, Regulatory Compliance & Data Governance, Digital Transformation & Cybersecurity Strategy.

oChange Management: Experience writing Change Management Strategies, Policies, Standards, and plans that serve the goals and targets of the client. Risk Assessment. Change Management Risk Mitigation Processes and Controls. Control Narratives & processes to cover: Change Process documentation, Change Requirements Definition, Emergency Changes, Change Approval Process, routine change listings, Segregation of duties, Authorized approvers & recertification, implementation & backout plan, Unauthorized change monitoring, Privileged user activity review, test plans and results, Requirements approval, Privileged database platform activities review, Monitoring of Nimble Changes- Tripwire Rules review, Monitoring of changes (Distributed and Infrastructure), Monitoring of Changes (CMDB & Tripwire Sync), Routine Change Templates, Annual review. KPIs, Metrics and benchmarks to measure and optimize the performance of change management. Worked with SMEs and teams and coordinated with senior leaders on Change Management issues. Created and delivered training materials to different levels of leadership.

oCybersecurity & Compliance: Documented the Vulnerability & Risk Assessments, Risk Mitigation Strategies & Disaster Recovery, Security Analytics & Threat Intelligence, Identity & Access Management (IAM), Privilege Access Management (PAM) Deep knowledge of Data Governance & Compliance (FISMA, PCI DSS, NIST 800-53, Basel III, HIPAA, ISACA, SOC2, SOX, ISO 27001, NIST Cybersecurity Framework, CIS Baselines, COSO, COBIT), Information Security & Risk Management (IR, CSIRP, VMAR, SOC Playbooks, Mitre ATT&CK Framework, Cyber Kill Chain), Data Security (Data Classification, DLP, Encryption - Voltage, PKWare SecureShare, SmartCrypt), Network Security (Endpoint Security, Messaging, Cloud Security - Proofpoint, Certificate Management). Familiarity with financial regulations and compliance standards within the financial and banking sector.

oEnterprise Governance Risk & Compliance (GRC): Deep knowledge of writing Resiliency documents including Business Continuity, Business Impact Analysis, Risk Management & Governance Frameworks, Security Policies & IT Governance, IT Compliance & Regulatory Standards, Internal Audits, Cybersecurity & IT Governance Risk Reporting, Disaster Recovery, Service Recovery & Ransomware Playbooks, Corporate Governance Policies & Compliance Reporting.

oIT Infrastructure & Network Services: Thorough knowledge of Enterprise Network Management, Infrastructure as a Service (IaaS), Software as a Service (SaaS), Anything as a Service (XaaS), Configuration Management Database (CMDB) Administration, Enterprise Network Engineering (Cisco ASA, Cisco DNA, Cisco Prime, Infoblox, Tufin, Arista, F5, Palo Alto, UCCX), IT Assets Management & Inventory Control, IT Disaster Recovery Planning & Cyber Resilience, Port Authentication, Circuit Management, IPSec Tunnel Configuration.

oIdentity Lifecycle Administration: Worked on the documentation of Access Approval, Separation of Duties for Access requests, Access Certification SOD, Certification Applications (Non SOX), Automatic Logical Access review of transferred users, Automated Deprovisioning of logical Access for a terminated user (Non SOX), Access Approval (Non SOX), Manual Deprovisioning of logical access for a terminated user (Non SOX), High Risk Role Scan and Report, IAM account Inventory, PAM Management, Certification of High Risk AWS Service Roles, Native Change detection and Access Removal, Shared ID Credential Notification, Time Bound Access Management.

oMicrosoft Technologies: Experience and usage of SharePoint (Development, Customization, Content Approval, Document Control), Office 365 (Word, PowerPoint, Excel, Outlook, MS Teams), Power BI, MS Visio Professional, .NET Framework (Core & Advanced Development), Visual Studio (Web Applications, Data Access, Development), SQL Server (Database Implementation & Management), Windows Server (Administration & Deployment).

EXPERIENCE

Hexaware Technologies Full Time for Freddie Mac (Contract) 8/2021 – 6/2025

Information Technology Senior Technical Writer

Lead technical writing & documentation efforts across Enterprise Network Engineering, Network Operations, and Vendor Management, gathering requirements from SMEs to streamline processes and enhance technical standardization, network designs, operational workflows, and infrastructure. Created and supported Enterprise Network documentation including policies, plans, SOPs, controls, and other material for compliance covering platforms such as Cisco ASA, Cisco DNA, Cisco Prime, Infoblox, Tufin, Arista, F5, Palo Alto, and UCCX and topics like Network and security standards, Network projects, Vendors, partners, processes, and audit trackers.

Worked with the Enterprise Operations and Technology Division to develop robust security Plans, Policies, and Standards to cover IT Change Management Project, Service Management and other IT Infrastructure projects for the client using Project Management tools, ServiceNow, JIRA and Confluence, ensuring accuracy in tracking, version control, and change process.

Worked with IT Teams on the Baseline Security Configurations (BSC), IT Asset Management, CMDB, Network Performance & Configuration Standards, IPSec Tunnel Configurations, and IT Infrastructure Maintenance Plans for the Enterprise Network Systems and Services (ENS) division.

Worked with the InfoSec Division to develop and update Disaster Recovery Playbooks, Ransomware SOPs, Runbook, and Single Point of Failure (SPOF) documentation to improve IT resilience.

Worked with the Security Operations Center (SOC) to document Data Center Network Services Plans covering strategy, roadmap, automation, products family, ServiceNow, costs allocations, and Risk & Control.

Managed the creation of IT Core Network Services & Infrastructure repositories on SharePoint and Confluence to ensure easy access to critical IT documentation and procedures.

Worked with the Internal Audit & Enterprise Operations & Technology (EO&T) teams on the Control Test Automation project to streamline the Control automation processes for the EOT Risk & Vulnerability Management.

Developed cybersecurity documentation for Enterprise Risk Management (ERM) & Information Security (InfoSec) divisions including policies, governance frameworks, risk mitigation strategies, and compliance protocols.

Worked with InfoSec division on documenting IAM Architecture issues and Solution Architecture to cover Information, Application, Deployment, and Security models.

Worked with InfoSec to enhance Risk Auditing and security posture, Information Security Directives, Firewall Rules, Encryption Policies, IAM, Vulnerability Management (VMAR), and Cybersecurity Standards.

Created and supported compliance documentation covering Security Controls, SOPs, Risk Assessments, Crisis & Disaster Recovery, and Data Privacy Regulations.

Documented strategies standards and procedures for Network Configuration, Device Deployment & Retirement, Port Authentication, Service Recovery, and Ransomware Prevention Strategies.

Developed Disaster Recovery (DR) plans, Recovery Time Objectives (RTO), Recovery Point Objectives (RPO), Business Impact Analysis (BIA), and Remote VPN security guidelines for the Global Operations Center (GOC) & Enterprise Operations & Technology (EO&T).

Designed, developed, and supported SharePoint-based centralized repositories to store, organize, and distribute enterprise documentation, including policies, technical manuals, governance frameworks, and compliance reports, network engineering processes, standard operating procedures (SOPs), compliance documentation, infrastructure workflows, and risk management playbooks.

Created technical diagrams, system architectures, and process flow documentation for seamless knowledge transfer and operational efficiency.

Collaborated with cross-functional teams on large-scale IT projects, risk assessments, and compliance initiatives to ensure the industry’s best practices and adherence to regulatory frameworks.

Created and updated corporate governance policies, financial reporting standards, HR policies, and compliance requirements.

Mindlance Full Time for client Fiserv (Contract) 11/2020 – 5/2021

Technical Writer IV

Led the technical writers team to create the Global Cyber Security documentation including the creation of Cybersecurity Service Catalog, ensuring a structured framework for Risk Management, Risk Assessment, Risk Mitigation, Operational Application Protection, Security Analytics Services, Security Architecture, Identity & Access Management (IAM), Information Security Engineering, and Data Protection Services.

Managed Client Outreach and Assurance, Cyber Project Management Office, and Cyber Security Operations Center.

Collaborated with Subject Matter Experts (SMEs) to develop a Digital Content Strategy & Management framework on SharePoint, including the design and implementation of site pages, templates, and document libraries.

Oversaw special content projects such as instructional guides, SOPs, reference manuals, job aids, system and technical design templates, forms, and handbooks.

Created and managed technical documentation including runbooks, reports, proposals, and brochures.

Executed the migration of the Global Cyber Security Service Catalog to SharePoint, ensuring seamless integration of Security Engineering and Data Protection Services.

Consolidated security resources such as Data Loss Prevention (DLP), Data Classification (Boldon James), Structured Data Encryption (Voltage), and Unstructured Data Encryption (PKWare SecureShare, SmartCrypt).

Managed the integration of Endpoint Security, Messaging Security, Cloud Security (Proofpoint), and Certificate Management.

Oversaw the implementation of Network Security and Security Compliance frameworks.

Integrated security and compliance tools to enhance regulatory adherence and monitoring, including CrowdStrike for endpoint detection and response.

Utilized Tanium for IT asset management and threat detection.

Implemented Splunk for security analytics and real-time monitoring.

C4 Advanced Full Time for Edge (Contract) 7/2018 – 03/2020

Senior Technical Writer

Researched and created manufacturing product documents, Engineering documents, manuals, instructions, SOPs, technical content, web content, and materials for remote training sessions.

Actively contributed to the Agile Project Management and Collaboration team, handling issue tracking, document management, and project coordination.

Managed IT Service Management (ITSM) processes and Knowledge Management within Confluence.

Implemented the Cyber Security Strategy and plans Technical Documentation and pages covering people, process, technology, governance, and culture with focus areas on: Identification of Knowledge, Protection, and Response.

End to end creation of the Knowledge Management system including the concept, strategies, design, development, delivery, and maintenance of the system, process, and documentation of knowledge Management solution including content, Help System, FAQs, and media for internal and external users.

Services including the research and creation of instructions, SOPs, manufacturing product documents.

C4 Advanced Solutions Full Time 8/2006 – 7/2018

System Consultant/Project Manager

Managed the Digital Transformation project documentation on SharePoint and Confluence.

Knowledge Management, Knowledge Transference, and staff training.

Developed documentation on the Navy C4ISTAR CONOPS, URD, SRD, Network Sensors, Track Quality sensors, local picture sensors, organic sensors, and systems

Led the Content Design & Development efforts to produce Web portals, SDLC documents, SOPs, RFPs, Technical Manuals, Online Help and User Manuals.

Successfully delivered more than 23 major projects including the Design and implementation of the UAE Naval Bases Cyber Security Systems, Navy IT Datacenter, IT Disaster Recovery Center, and CNF Application System.

Successfully lead the Change Management process for the IT Department including the requesting, attaining, planning, implementing, and evaluating changes to the Navy IT system to support the processing and traceability of changes to the Department-wide services system.

Implemented the DR program for the Navy IT SOC.

Implemented the ITSM framework based on the ITIL theory adopted by the DMA for a complete Service Management Project support.

Implemented the UAE Navy knowledge & Document Management System using MS SharePoint versioning and Content approval by Military officers to control the publication of content using SharePoint, WordPress, Evoq Content, DNN.

Created document templates, documentation processes, activating and using the SharePoint Templates default Approval, Collect Feedback, and Collect Signature workflows.

Managed the Service Delivery projects associated with the creation of the Future Mode of Operation (FMO) covering Transformation management and planning, developing the master Transformation plan, coordinating all Transformation activity, ensuring reporting requirements are met and easing internal capital acquisitions within area of responsibility.

Managed the complete service management process for the IT Department to serve all the UAE Naval Military bases.

Created and managed the UAE Naval Ships knowledge content System using Adobe RoboHelp, Adobe FrameMaker.

EDUCATION

King Abdul-Aziz University, B.A. Journalism, GPA 4.1

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