Business Analyst/Technical Writer

Areas of Expertise

• Business Analyst with nine years experience developing strong organizational, analytical, project management and detail oriented skills, adept in user support, understanding effective help desk concepts and development of an application (SDLC) essential to coordinating activities among end users and systems professionals

• Technical Writer with four years of polished manual and guide creation and editing using MS Office and Robohelp

Computer Skills:

Access CICS Cassiopae Adobe CK4 ISCM ACT!

Convenience DOS FullShot 6.3 Framemaker COBOL ASP Pages

IBM EDW/BRIO LoanRanger Robohelp 5x - 6 Intranet/Internet DEDI

QuatroPro Lotus Notes 7 McCracken SnagIt MS Office Paradox

VSAM MVS WebHelp VISIO .NET TSO

Summary of Accomplishments

• Utilized significant experience with customer interfacing, requirement gathering and planning for a major system implementation in Canada with CSC (Logic), accomplishing project completion within two years

• Assisted Saxon Training personnel with instructional presentations through PowerPoint, developed presentations for investors such as Morgan Stanley, supplied documentation for auditors and supported SOX compliant policies and procedures, this provided information for favorable audit ratings and less feedback

• Created and published seven Policies and Procedures manuals and two System User manuals for Archon Group Operations department, in 16 months, meeting all auditor deadlines and developed eight user friendly system manuals out of ninety-two applications for Countrywide

• Received accreditation as ACS (customer service designation) earning advancement into the underwriting field

• Completed parts 1-6 of the LOMA program to achieve a FLMI designation

Work History

2007 – Present HLP Solutions, Inc (Archon Group / Goldman Sachs) Las Colinas, Texas

Technical Writer

• Creating, writing and editing accurate and detailed user guides and policy procedure manuals for the Commercial Loan Servicing Department. This accomplished in sixteen months by interfacing with multiple departments and interviewing any subject matter expert (SME) personnel to collect information and develop quality content. Also, documentation on the new servicing system and analyzing reports using Business Objects

• Manipulating existing documentation to produce a four week training course in PowerPoint for the Senior Bank Debt Department within 30 days and coordinating with the Print Department for creating and delivering the physical manuals as well as building a survey for the participants, administering it and quantifying their answers

• Archon documentation was written using the Associated Press Stylebook, Corporate Style guides and templates on Microsoft Word 2003; work flowchart content created in Visio and embedded into documentation to be converted into a PDF format to be used online on the Intranet

2007 – 2007 Countrywide Home Loans Plano, Texas

Technical Writer

• Wrote and edited eight accurate and detailed user guides for approximately ninety-two (92) mortgage servicing web applications using Robohelp x5 and 6. This accomplished by researching all business and functional requirement documents, interfacing with multiple user groups and interviewing any subject matter experts (SME) personnel to collect information and develop quality content. (These were initial guides for all applications.)

• Created a BA and user approval procedure as well as updating and uploading instructions for the system manuals and coordinating with DBA and .Net developers as well as fellow system analysts, in the U.S. and India, to stay abreast of all business user change requests and QA testing results

2005 – 2007 Saxon Mortgage Servicing, Inc Fort Worth, Texas

Business Analyst/Technical Writer/Letter Administrator

• Created, documented, updated and maintained in hardcopy and online formats for all departments: policies, procedures, user manuals for software applications, reference guides, presentations and training materials. Online documentation includes online help, PDF versions and HTML documents

• Wrote and responsible for company wide Change Management Alert e-mails and self taught to be proficient in Robohelp 5X and MS Office products

• Developed/established/maintained/audited policies and objectives to ensure efficient operation of FiServ/Saxon correspondence, through the Report Writer application in FiServ working closely with the vendor and setting up in-house training

• Maintained a detailed knowledge of FiServ system technology to develop alternate solutions to resolve problems and collaborated with departments and administration to establish goals and priorities for technology solutions to meet institutional needs through Latitude and FiServ system research. Also, worked with vendor to give recommendations for on-line program enhancements, assisted in testing and implementation of modifications and enhancements such as the Latitude help system

Special Committees - Presided, supported and reported on several Saxon committees:

• Balance Score Card - Customer Information Tasks (CIT)

o Tracked system task time and gave recommendations or changed tables in the Mortgageserv system

• FiServ System - Cross Committee Coordinator

o Organized system implementation changes across departments along with creating testing schedules

• Morgan Stanley Credit Corp (MSCC) - Implementation Committee

o Partner implementation changes to mesh policies and procedures

• Operational Improvement Committee - In-house Improvements

o Benchmark group for tangible metrics per department

2001 – 2005 Family Obligations

2000 – 2001 Southwestern Bell Mobile Systems Richardson, Texas

Administrative Assistant

• Maintained the release calendar and spreadsheets for system problem reports/fixes through the VANTIVE system

• Performed secretarial duties for the Fraud Guard Technical Department

1997 - 1999 Computer Sciences Corporation (CSC Logic) Dallas, Texas

Business Analyst

• Senior Analyst in the development and implementation of a life insurance system and business processes for a major bank/insurance corporation in Canada identifying: Status reporting, billing, aging reports, Y2K, training documentation, administration, billing, delinquency systems, minor property and casualty system development

1990 - 1997 USLIFE Insurance Services Dallas, Texas

Senior Business Analyst

• Team player that implemented a new servicing system through Cybertek by interfacing with Information Systems and Services (end-user) personnel to develop practical systems related solutions for business process needs

• Identified and documented existing work-flow processes, developed systems specifications to satisfy the business needs defined by all departments by speaking with end users and SME’s

• Tested the reliability of all specified modifications, developed and maintained user documentation, processed and facilitated workable solutions to user problem reports; and designed and implemented training procedures and programs

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