Documentation Specialist

MARGARET MASSIAH-KING

P. O. Box ****

Powder Springs, GA 30127

Home: 770-***-**** ********@*****.***

SUMMARY

A detail-oriented and self-directed Technical Communicator/Writer with experience in developing and documenting online help, end-to-end processes in accordance with Sarbanes Oxley/ISO 9000 standards, and technical reports. Proven ability to research, analyze, write, proofread, edit, and translate technical language to lay audiences. Strengths include strong writing skills with a technology background, training and project implementation. Web Design studies in typography, layout, color theory and e-business standards. Confident and poised in interactions with internal (staff, management, and executives) and external customers.

EDUCATION

MS, Technical and Professional Communication, Southern Polytechnic State University, GA

Certificate, Web Design, Kennesaw State University, GA

BS, Community Health Education, Hunter College, NY

TECHNICAL SKILLS

Madcap Flare, Adobe PhotoShop, Dreamweaver, HTML/XHTML, CSS, JavaScript basics, Flash, Illustrator, Microsoft Office Suite, Adobe Acrobat, PageMaker, FrameMaker, Lotus SmartSuite including Lotus Notes and IBM systems. http://kip.kennesaw.edu/~mmassiah-king

TRAINING

Document Design/Information Mapping Report Writing

Technical Training & Documentation Research and Analysis

Project Management Leadership and Development

Business Compliance (Sarbanes Oxley) Business Writing

Customer Service Communications Diversity Training

PROFESSIONAL EXPERIENCE

Affiliated Computer Services, Inc., Atlanta, GA 2007 – 2008

Documentation Specialist

Wrote online help documentation for a web-based Medicaid Management Information System (MMIS). Researched and analyzed a prototype along with detailed system design documents to produce end-user documentation.

• Conducted interviews with subject matter experts to ensure accuracy of the help system.

• Wrote procedures, field descriptions and overview topics and delivered pre-deadline.

• Wrote user procedures for IBM Rational RequisitePro application utilizing project management methodology.

• Trained and supported end users on Rational tools.

• Developed Scope of Work for (3) implementation projects; Reviewed Usage Models and provided recommendations for accuracy and relevance.

IBM Corporation, Atlanta, GA 1995 – 2006

Business Development Professional 2001 – 2006

SME responsible for developing and documenting compliance testing criteria and end-to-end processes. Provided quarterly audit compliance testing for inside sales teams utilizing Sarbanes-Oxley protocols to identify non-compliant sales activities. Improved corporate image by ensuring organization was audit compliant.

• Led development and documentation of end-to-end processes for multiple sales teams, which increased productivity and efficiency.

• Conducted risk assessments and reduced invalid commission payments by $3M on a quarterly basis through research, analysis, and reporting.

• Trained 50 sales reps on call management system, which improved record-keeping, quality and reporting.

• Prepared technical reports for forecasting, audit tracking, and quality reviews.

• Led organization through successful corporate and internal audits where no violations were cited.

Sales Operations Specialist 2000 – 2001

Developed training module and trained 15 new hires on call management system, telephone etiquette and standard operating procedures.

• Authored first edition of department training manual, which improved competency.

• Introduced process improvements that increased productivity.

• Initiated and led development of repository to store department information.

• Assessed and pre-qualified sales leads that generated revenue for inside sales organization.

Asset Services Specialist Team Lead 1998 – 2000

Trained and supervised 12 new hires on call management and Web applications, telephone etiquette and department procedures.

• Wrote department processes in accordance with ISO 9000 standards to obtain certification.

• Led the organization to successful rating of ISO 9000 audit.

• Managed hardware/software assets for commercial accounts.

Data Analyst/Customer Service Coordinator 1995 – 1998

Prepared performance and revenue attainment reports that were used by management to forecast potential revenue and recognize contributors.

• Led the development of a national contracts repository to store contract and services data.

• Provided superior customer care for hardware services and marketed services contracts.

• Contributed to team’s annual revenue attainment of $36M.

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