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Work Background
SILLC (WMATA)Sr. Business Analyst/ Sr. Technical Writer
Feb. 2019Washington DC-Baltimore AreaManage and write documentation for the Rail Operations Computer Systems (ROCS) group. Participate with Quality Assurance and documentation revitalization initiatives.
● Research, develop and write content for technical processes, procedures and templates ● Ensures all documentation was ISO 9001 standard compliant ● Interact daily with Software Engineers, Project Managers and IT Personnel and work closely with them to understand products, services and procedures necessary to produce quality documentation, publications, policies and procedures per the Agile/Waterfall SDLC
● Assisted several teams with disaster recovery template/documentation and test-run exercises for accuracy
● Create and review ServiceNow requests; create ServiceNow documentation
● Revamp the Intranet SharePoint project for ease of use and consistency ● Conduct interviews with the Subject Matter Experts (SME) contractors and other personnel to obtain the information needed for all the processes and procedures
● Lead the stakeholder dialogue to define and validate the business objectives for the program
● Develop the Business Objectives statement, including training and organizational change management components
● Create and manage change control items such as change orders, change control board charter and weekly change board meetings
● Develop and define functional, nonfunctional, intercommunications design, security and network requirements, Management and Project Plans within the JAZZ tool
● Perform Requirements Mapping and testing ● Assist with formulating any needed Statement Work
Dynamic Pro (WMATA)Business Process Analyst Senior Technical Writer
Aug. 2018 - Feb. 2019Washington DC-Baltimore AreaAs the Business Process Analyst Technical Writer, I managed all documentation-related products for stakeholders, directors, and other pertinent personnel.
● Compiled, wrote, revised, formatted, and edited various types of documents, templates, speeches, correspondence to including web content
● Drafted Requests for Proposals (RFPs) and relevant protocols per client direction
● Implemented policy changes to the Standard Operating Procedure (SOPs) Manual after discussions with various team members and internal Subject Matter Experts ● Drafted content for Statements of Work (SOW) ● Created and uploaded documentation to SharePoint site weekly and produces reports ● Created, Collaborated with the management team on maintaining the metadata SharePoint document repository
● Conducted field observations and interviews relating to internal policies and procedures
● Compiled requirements and implemented business need requirements ● Provided weekly status reports to Directors ● Verified facts, data, and statistics using standard reference sources to validate the integrity of the data
● Consulted with Subject Matter Experts to ensure technical accuracy and overall quality of written materials
AMERICAN SYSTEMSManager of ISO Quality Assurance - Technical Writer
Mar. 2017 - Aug. 2018Rosslyn, VA● Maintain and enhance documentation review workflows and automate processes
● Perform Change Management duties utilizing HP Service Manager tool
● Ensure documentation reviews meet deadlines and impediments removed. Internal monitoring and control of processes
● Adapt QA processes based upon continuous improvement principles. Work with system engineers to develop templates and format for internal and external documentation
● Identify methods and procedures for utilizing a common document repository (SharePoint) and actively interacting with the team to promote use of the document repository
● Ensure organization defines and implements processes to conform with ISO and ITIL V3 best practices software development lifecycle (SDLC) and seek continuous improvement of processes
● Develop client business, design and functional requirements, test plans for requirements to include procedures and processes that derive from the product
● Collaborate with the system engineers on the development of system design, diagrams, and test plans
● Represent the client at the risk management working groups and presents risk and risk mitigation’s
QA Manager:
● Attend management meetings to obtain software requirements for the business need
● Input all requirements in the COTS product database for tracking purposes
● Spot check program documents and records to ensure compliance with the requirements of our directorate quality processes
● Develop and maintain the directorate Compliance Implementation Plan (CIP)
● Develop and execute procedures and forms as required to comply with the requirements of the CIP
● Schedule and present directorate management reviews
● Ensure records of all management reviews are maintained and readily available and provide weekly status reports
● Proactively pursue activities focused on improvement of the effectiveness of the QMS and its processes. Proactively pursue activities focused on improvement of product to meet customer requirements
PowerSolv/WMATASenior Technical Writer Contract
Feb. 2015 - Mar. 2017Washington D.C. Metro AreaManaged and wrote documentation for the Rail Operations Computer Systems (ROCS) group. Participated with Quality Assurance and documentation revitalization initiatives.
● Researched, developed and wrote content for technical processes and procedures
● Interacted daily with Software Engineers, Project Managers and IT Personnel and worked closely with them to understand products, services and procedures necessary to produce quality documentation, publications, policies and procedures per the Agile/Waterfall SDLC
● Managed the Network and Sharepoint project for ease of use and consistency ● Conducted interviews with the Subject Matter Experts (SME) contractors and other personnel to obtain the information needed for all the processes and procedures
● Researched and suggested tools to streamline documentation and archival processes
● Reviewed and revised previously created documentation
● Created flow charts and diagrams for inclusions in documentation
● Maintained and understood of the various applications and their collaboration with each other
● Assisted with creation of the ROCS Change Control Board (CCB)
● Created, reviewed and submitted change orders to WMATA IT CCB ● Conducted weekly CCB meetings and retrieved daily reports of submitted requests, change orders, incidents and problem records
● Created incident management, configuration/asset management change management, develop/release management processes and work instruction documents
● Created the training material and implemented the training to the ROCS Group on the change management processes for the CA Service Desk Management tool for the ROCS CCB group
VerizonDocumentation Manager-Sr. Technical
Jun. 2012 - Dec. 2014Silver Spring, MDManaged documentation projects for the Managed Security Services Compliance division of Verizon Business within the security guidelines of the company. The projects included creating, editing and providing requirements, procedures, policies, manuals and audit evidence.
● Managed and tracked audit evidence and documentation for ISO 9000 and 27k, COBIT, FISMA, Webtrust, Cybertrust, HIPAA and PCI Audits that resulted in successful certifications
● Streamlined all documentation in accordance with industry standards such as ISO 9000 and 27k, COBIT, NIST and PCI that allowed the team to easily match up the requirements for each audit/certification and accreditation efforts
● Provided NIST control evaluation, explanation, evidence and expertise with the comparison and breakdown as it relates to certification and accreditation security packages
● Managed the Document Change Control Board (DCCB) procedures and change requests
● Created a Sharepoint Repository for the division that resulted in successful retrieval of procedures, policies and manuals for audits or new employees
● Updated the Wiki that contained technical content such as procedures, processes and diagrams; Created project plans to manage metrics for documentation projects
● Created and Uploaded over 100 documents to the VZK database for a system transition ● As a Admin of the VZK I identified the need for training, created the training modules and provided training to all 100 plus employees on the procedures/policies for the document content management database (VZK) ● Successfully prepared various templates, requirements, procedures, user manuals, security manuals and policies and archive inactive records in accordance with the records retention schedule
Mil Corporation (Department of Commerce)Business Analyst-Senior Technical Writer
Dec. 2009 - Jun. 2012Washington D.C. Metro AreaAs a Business Analyst responsible for researching and analyzing the business needs of the client to identify business problems and propose unique solutions. Performing the technical writer role, I designed, maintained and edited various types of technical documentation. ● Formulated business, user and functional requirements to include user manuals, handbooks, guides, policies and procedures; Strategically created help topics, templates for system documentation, announcements, press releases, publications and brochures for online demos; Successfully implemented and managed a change/release management process that shaped a Change Request Board
Worldwide Information Network SystemsProposal Manager
Mar. 2009 - Dec. 2009Lanham, MDManaged the proposal development projects for a technology industry; Meet specifications outlined in the Request for Proposals (RFP), Request for Quote (RFQ) or Task Orders (TO) for several government agencies such as GSA, DHS, VA, COMMERCE, DOJ and DOT to include maintaining a pipeline of future opportunities.
● Assisted with the creation and distribution of marketing materials such as monthly newsletter, brochures, company flyers, press release packages.
● Participated in creating the technical management editing of various proposals with a result of new procurements; Evaluated and presented past performance summaries and resumes to ensure that they are comprehensible, organized, concise, persuasive, and compliant and meet internal and external deadlines on a consistent arrangement
Hardie IndustriesProposal Project Manager
Dec. 2008 - Mar. 2009Washington D.C. Metro AreaManaged proposal/grant development projects for a construction industry; Outlined in the Request for Proposals (RFP), Request for Information (RFI), Request for Qualifications (RFQ), federal funded Grants from several agencies such as General Services Administration (GSA), Public Schools, NOAA, U.S. Army, FBI, U.S. Navy, United States Coast Guard, Homeland Security and other commercial and government agencies.
● Developed proposal/grant outlines, compliance matrix, graphics, charts and proposal schedules; created and maintained proposal library-both hard copy and electronic. Created SOW and bid packages for subcontractors for Invitation to Bid. Successfully won procurement opportunities
Quality One Communications (Unisys) Senior Technical Writer Contract
Dec. 2007 - Dec. 2008Reston, VAApplied an expertise to interview SMEs and conduct research necessary to produce accurate, comprehensive technical documentation used for manuals, guides and proposals within the Unisys environment.
● Demonstrated innovative ways to support the technical staff during the proposal effort as they continued to support their clients. Contributed to a procurement valuing over 100-million-dollar award. ● Wrote user guides, manuals, templates to include the Asset Change Management Technical manual. Reviewed sections of the proposal, provided comments for improvement, and coordinated flow of information between multiple contributors to maintain consistency. ● Performed desktop publishing/editing in a multi-column format with various sized and types of graphics (.jpg, .pdf, ppt, text boxes, tables, etc.). Worked with engineers, analysts, and other subject matter experts through interviews or extrapolation of existing material to write, edit, and produce technical content. ● Worked closely with team members and teaming partners to ensure that high quality proposal responses were completed on time. Produce PowerPoint presentations for the Business Development Department and Operations personnel following the same requirements as for RFPs; provided guidance and direction in the areas of document quality, format, and style to ensure adherence to specifications. ● Assisted project management team with monitoring and reporting on project and process activities and status. Participated in corporate process improvement initiatives; ● Organized executive level meetings, maintained work breakdown structure charts, teaming matrices, and internal and external SharePoint portals.
Eileen Consulting ServicesCEO Eileen Consulting Services LLC
Jan. 2005DOCUMENT MANAGER (5 + years’ experience) & TECHNICAL WRITER CAPABILITIES (17+ years’ experience)
As technical writer (also referred to as a technical communicator, technical documentation manager (manage other writers project team or independently), documentation specialist) I design, write, create, maintain, edit, proofread, format and update technical documentation—including basic online help (no programming language), user guides (to include manual and brochure style), security configuration guides, white papers, graphics, design specifications, system manuals, configuration management, change management, system management, process management, spreadsheets, network diagrams, operations plans, policies and procedures, classified information documentation, system (hardware/software) requirements, newsletters, charts, publications and other documents. I also possess and apply an expertise to interview SMEs and conduct research necessary to produce accurate, comprehensive documentation with my ability to gather information, analyze the subject and audience, and produce clear documentation. My final product can be represented for government, technical, business, non-technical users and consumer audiences abroad. Manage Audit projects for FISMA, ISO, PCI, Webtrust, HIPAA and Cybertrust
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