Denise D. Tenney
Manchester, New Hampshire
OBJECTIVE: An administrative position in an aggressive organization that values innovative solutions to further the success and profitability of business owners and their clients.
SUMMARY OF QUALIFICATIONS: Demonstrated success through increased responsibility in administrative duties, systems support, and communication exercising the following skills:
• Quality Assurance • Technical Writing
• Microsoft Word • Vantive Support Software
• Administrative Support • Documentation
• Microsoft Excel • Unix
• Customer Service • Reports Creation
• Microsoft Power Point • Oracle Financials
• Scheduling • Project Support
• Microsoft Access • RoboHelp
• Data Analysis • Visio
• Microsoft Front Page • Camtasia
TYBRIN CORPORATION, Nashua New Hampshire
Technical Writer 2008 – 2009
Responsible for the development and maintenance of specified aircraft Mission Planning Help systems, Computer Based Training (CBT) courses, Installation Guides, and Release Notes.
•Built and managed Help systems.
•Developed interactive CBT courses in the form of video training and tutorials.
•Performed miscellaneous administrative duties.
•Established Mission Planning Installation Guides and Release Notes.
•Provided the information necessary to install the new or updated software package.
•Identified with clarity new features and functionalities relating to the new or updated software.
VERITUDE, Merrimack, New Hampshire
Contract Business Analyst 2007 – 2007
Entrusted with all administrative duties relating to employee security access.
•Performed a spreadsheet consolidation of associates’ system access and job-related tools listed in survey (SAD &AATR).
•Participated in the process of converting job titles into job roles (AATR).
•Developed a project plan in preparation for the conversion.
•Created a new form for manager job role assessment.
•Implemented a spreadsheet template for evaluating associates’ system access.
•Performed an analysis of Oracle Financials responsibilities and related forms as it relates to update capabilities and access to employee sensitive data.
•Established file feeds for submission to Access Central.
•Drafted, updated, and formatted multiple FSM procedure documentation.
•Established a new method of capturing and summarizing all required information.
•Conducted procedures gap analysis.
•Updated Process Flows.
•Completed numerous ad hoc project assignments within their prescribed deadlines.
Contract Technical Writer 2005 – 2007
Responsible for writing procedures of various technical complexities.
•Provided Technical Writing expertise for all Fidelity Service Categories:
•Health & Welfare
•Developed ‘How to’ Guides for the Operations Environment Directory Process Map Developers, Approvers, and Repository Viewers.
•Performed Quality Reviews.
•Served as a mentor to novice writers.
CIGNA/HEALTHSOURCE INC., Hooksett, NH
Business Analyst 2000 – 2005
Promoted to a business analysis position with increased responsibilities towards administrative and systems support.
•Developed tests output for new software applications.
•Participated in the analysis and design of proposed system changes.
•Diagnosed and resolved data discrepancies.
•Performed customer service Help Desk functions.
•Triaged incoming requests for priority and assignment.
•Performed administrative duties including letters creation, Power Point presentations, spreadsheet setups and database management.
•Provided after-hours support for the Operations area.
•Served as primary escalation point for EDI issues.
•Resolved file transfer issues at a UNIX level.
•Prepared and delivered status reports on outstanding support issues.
•Conducted training sessions for business users on new program applications.
•Created training manuals and documented new processes and procedures.
Technical Writer 1998 – 2000
Targeted with increased responsibilities in the drafting and updating of all Data Center Operations documents.
•Coordinated the implementation of an Intranet Data Center Operations Run Book.
•Monitored system availability and drafted an analysis spreadsheet on user impact occurrences.
•Developed a Change and Problem Management Process Flow document for managers.
•Implemented and coordinated all new vendor eligibility setups.
•Responsible for all user accounts and security setups.
•Established a procedure manual for CIGNA auditors.
•Developed a training manual for the IDX staff.
•Developed a security procedure manual for the Operations area.
Software Control Coordinator 1996 – 1998
Entrusted with this newly created position for software installations as a result of my prior accomplishments.
•Performed source code moves from the development system to the production system at the UNIX and Universe levels.
•Tracked and documented installation issues for management review and resolution.
•Documented policies and procedures for this new position.
•Developed a spreadsheet format for monitoring all installation requests.
•Created a database for tracking all software installations.
•Guided and assisted the Documentation Coordinator in all aspects of documentation.
•Primary coverage for Security Maintenance.
Documentation Coordinator 1992 – 1996
Established and maintained all systems documentation utilized by the organization.
•Developed documentation for more than 300 programs of technical complexity.
•Created a database for monitoring documentation requests and updates.
•Developed process and project flowcharts.
Southern New Hampshire University 2002
Associate degree in Computer Science having graduated with high honors.
Health Insurance Association of America 1997
Certified as a Managed Care Professional.
Insurance Institute of America 1990
Successful completion of foundation courses towards a CPCU certification.
New Hampshire College 1983
Successful completion of accounting courses towards a Business Administration degree.