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Technical Writer, IT Business Analyst, Content & Communications Analys

Tracy, CA, 95377
September 16, 2008

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209-***-**** Kathleen R. Harris *** Shelborne Drive Tracy, CA 95377

Summary of Experience

Over ten years in IT and Customer Service including Technical Writing, Documentation, Data Centers and Technical Support.

Key strengths: Project Management, Communication, Coordination, Organizational Management, Training, Presentation, Facilitation skills. Recognized as a team player, self-starter and motivating multi-tasker with the ability to develop and implement process improvements and execute effective meetings in a fast-paced environment. I am also willing to travel.

Technical Familiarity

Environments: Windows, 2000, XP, NT, Server/Workstation, PC

Software/PC: MS Office Suite, ProjectSolve2, Exchange, Snagit, Visio, Acrobat, Outlook, FootPrints

Network: LAN/WAN, TCP/IP, Windows NT, Ethernet

Tracking Tools: FaciliWorks, REMEDY, Compaq Insight Manager, PURSUIT, DPUmbrella

Detailed Experience:


Technical Writer/IT Business Analyst, 6/07 - current

 Meet with IT Directors negotiating approvals for corporate IT Manuals and Service Level Agreements (SLAs).

 Write policies and procedures centralizing all IT department processes using ITIL.

 Develop, write and maintain SLAs including Operational Level Agreement (OLA) between IT and business owners incorporate new and existing systems and services into their SLA package.

 Create and maintain requirements for reports that measure IT Service Level achievements.

 Gather service level requirements, information and capabilities to accurately negotiate improvements and achievements to upper management, business owners and various IT departments.

 Ensure that all process and procedures for Enterprise Customer Support are consistent and accurate.

 Present new methodologies, documentation approaches for new requests and best practices to Upper Management.

 Facilitate weekly SLA review meetings from SLA initial research to implementation.

 Provide and monitor analytical reports measuring effectiveness and timeliness of mass communications.

 Primary writer and backup for departmental Communications Analyst.

 Facilitate daily IT Healthcheck meetings for all IT directors, managers and other key business departments.

YAHOO! INC/ENCORE STAFFING, Sunnyvale, CA 2006- 2007

Contractor, Facilities Supervisor, 10/06 - current

 Created and wrote the Facilities Helpdesk Operations Operations Manual.

 Developed and implemented methods, policies and procedures for staff and department best practices.

 Maintained and updated all documentation for Facilities 9-Building staff and Campus Event Coordinator.

 Wrote responses to company surveys and provided support to resolve customer complaints or issues.

 Maintained adequate staffing levels by interviewing, hiring, promoting; assumed operator position as necessary.

 Provided written weekly status reports and quarterly performance evaluations.

 Established and maintained positive relations with internal and external customers.

 Provided a secure and safe work environment for staff and customers.

 Alerted management for areas of improvement and made appropriate recommendations


Sr. Operations Manager, 01/04 - 09/06

 Interviewed resources to gather information for departmental documentation.

 Reviewed, updated and distributed 511 Operator Manual.

 Wrote and created a Standard Operating Procedures Manual used for day-to-day operations.

 Wrote and created an Emergency Procedures Manual in compliance with State buildings.

 Wrote protocol for Bay Bridge Demolition and construction weekends

 Created checklists for on and off boarding new operators in compliance with HR procedures.

 Utilized all documentation for training new operators.

 Guided 16 direct reports on 3- shifts, 24x7 shift transit/traffic operations and supervisors in a union environment.

 Responsible for accurate, timely, effective administration, engineering and meeting SLA’s of all 511 Operations.

 Orchestrated rapid response for all day-to-day traffic, transit, HR and personnel matters in the Traffic Information Center (TIC) and Traffic Management Center (TMC) covering 9 Bay Area counties.

 Wrote proposals and involved all phases of collective bargaining agreement negotiations of my staff.

 Generated and distributed all tracking, metrics and statistics using ProjectSolve2, Word and Excel.

 Developed a positive network of relationships and liaison for Project Manager, CWA Union, Caltrans, California Highway Patrol, Metropolitan Transportation Commission (MTC) executives and Transit Manager Partners.

 Ensured proper staffing by interviewing, hiring, promoting; assumed supervisor’s shift in their absence.

 Established career development, mentoring and performance management planning.

 Successfully trained supervisors on enhancements/upgrades on Enhanced Data Fusion System.

 Arranged TMC and TIC facility tours/Open House events to prospective world-wide high-level clients and executives.

 Researched and replied to 511Operations Public Suggestions Mailbox.

 Verified completion of DOJ Background checks, fingerprinting and clearances through CHP.

 Facilitated daily supervisor shift turnover meetings to ensure efficient work flow transitions.

 Created a departmental recognition bulletin board and encouraged peer-to-peer recognition.

THE CLOROX COMPANY, Pleasanton, CA 1998 - 2003

IS Supervisor, 10/99 – 12/03

• Wrote, reviewed and maintained all Network and Mainframe troubleshooting documentation.

• Generated documentation for Compaq Insight Manager and SAP R/3 Transport requests to train all technicians.

• Established procedures for print load balancing among high-speed printers to save excess click charges.

• Wrote all the technical job descriptions for project managers in Business Applications group.

• Created and wrote the on and off boarding procedures for the Monitoring Support Group.

• Directed the Business Applications and Monitoring Support Group providing coaching, mentoring, career development and performance management planning.

• Guided 26 direct reports on 3-shifts, production operations, daily processing and ERP/CRM applications on NT, UNIX and Mainframe platforms.

• Implemented Disaster Recovery procedures for primary and off-site Data centers.

• Facilitated daily shift turnover meetings to ensure efficient work flow coordination.

• Formed proper staffing for all 3 shifts by interviewing, hiring and promoting internal candidates.

• Administered data center policies to meet service level agreements.

• Consistently used REMEDY for ticket tracking in multiple queues.

• Integrated SAP Basis, Siebel and BW teams. Trained staff on monitoring SAP R/3-BW and Siebel systems.

• Created a departmental recognition bulletin board as part of Compelling Place to Work project.

• Ambassador of the Cost Busters Team and Compelling Place to Work projects.

Contractor, Project Manager, Oakland, CA, 4/99 – 10/99

Modis Inc., Pleasanton, CA

• Interviewed technical resources for accuracy and compliance standards.

• Implemented and wrote processes and procedures for the MSO2000 company-wide rollout project team.

• Initiated and wrote trouble shooting and training documentation manuals for technicians.

• Implemented and wrote processes and procedures for the MSO2000 company-wide rollout project.

• Created flyers and posters informing employees of their upgrade information.

• Directed the MSO company-wide rollout project. Interviewed, hired and managed MSO2000 team of 12.

• Designed upgrade schedule by location and priority of business needs.

• Summarized, reported and answered all MSO2000 project trouble calls in REMEDY, Lotus, Office97

• Facilitated daily status team meetings, maintained project and user information in Lotus Notes.

Contractor, Project Manager/Coordinator, Oakland, CA, 5/98 - 9/98

ESG Consulting, Walnut Creek, CA

• Generated and implemented procedures for the IP LAN Printer Upgrade Project for 2500 users.

• Formed and implemented process documents, training manuals and Emergency Backup Server Procedures.

• Researched buildings/floors, wrote recommendations for a transparent transition and high customer satisfaction.

• Created checklist and contact form assuring every PC was upgraded and functioning properly.

• Pioneered the NT Rollout/Y2K Network Printer Project.

• Interviewed, hired and managed the Upgrade Team of 10.

• Trained Upgrade Team on IP configuration, TCP/IP addressing and installing HP Jetdirect boxes.

• Provided troubleshooting and desktop support NT, Win95, Office97, Lotus Suite and tracked calls in REMEDY.

• Installed and built over 12 NT print servers, 150 printers and queues.

• Rewardingly completed project 28 days ahead of schedule and saved over $10,000

Education: 2001 - Bachelor of Science, Business Management, Univ. of Phoenix, Sacramento, CA

2009 - MBA, Univ. of Phoenix, Sacramento, CA (Anticipated)

Certificates: Lessons in Leadership, Performance Management Process Development, Interpersonal Management

Skills, Managing and Getting Things Done, Behavioral Interviewing, Clorox Diamond Leadership Institute, Customer Service Awards of Excellence

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