Experience

Electronic Payment Exchange (EPX)

• United States
• Financial Services
• 1 - 100 Employee

• Sr. Technical Writer

  • Dec 2016 - Present

  PIN and Key Management – document design enhancement, processes and controls, incorporating regulatory compliance entities and their article numbers within each item: PCI PIN, PCI DSI, PCI P2PE compliance review guidelines and identify relevance to business model New company initiative for Point to Point Encryption (P2PE) certification and compliance, review guidelines and identify domain compliance in documentation BER – Business Enhancement Release design and development of Credit Card company updates and regulatory compliance documentation End-to-end database dataflow documentation for UAT, QAT, DEV and Production databases as well as, 396-day Purge Process, Clone Refresh Process, Data Retention and Disaster Recovery, Operations Processing, Change Control and others Capture relevant screen images and graphics, enhancing and illuminating points of importance Create Chargeback (disputed credit card transactions) processes and procedures manual Create Emergency Evacuation Plans document for Tempe and Woodland Hills offices EMV Certification internal and customer facing documentation and certificates Work intensively with DBA to document database design, function and interaction with network and applications. Documentation will include Visios and Tables which also need to be created Document applications used by customer to interface with EPX Assist with Branding via creation of IT documentation design templates Document new or replacement processes and Ad hoc projects



Apex Systems

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Writer - Dell/Honeywell Asset Management Team

  • Nov 2014 - Oct 2015

  Systems Analyst - Technical Writer•Created over one-hundred workflows to document Asset Management processes•Rejuvenate Internal Procedures Guide (one for the Honeywell client and a more detailed version for Dell internal purposes)•Rejuvenate Dell Asset Management – The Morning Process – Critical Morning Tasks•Create Dell Asset Management – The Stockroom Processes – Storage and distribution of computers•Create Dell Asset Management Onboarding of Contractors – General tool navigation, logins and tools•Create No Response Escalations Process – Process of escalation when a computer recipient does not complete the needs assessment survey•Other site-specific operations processes

• Wells Fargo Contract - Cryptology

  • Sep 2013 - Jun 2015

  •Create documentation for the EMK-PKI (Cryptology) team regarding a large–scale project for the mitigation of expiring depreciated digital certificates en-mass. •Technical Bulletins: Internal (non-technical and technical) customer notices of expiring digital certificates encompassing all aspects from encouraging early mitigation through escalation to management for non-compliance.•Announcements and end-user guides for homegrown software integration and migration to new commercial certificate management software.•Updated user manuals to reflect new digital certificate criteria.



First American Title

• United States
• Real Estate
• 700 & Above Employee

• Technical Writer

  • Jul 2014 - Oct 2014

  Update online and white paper documentation to current processes and provide new Oracle 6 instructions where needed. •Large migration project to Oracle 6 (one of 8 Technical Writers hired for the project) •Analyze current documentation to determine update requirements •Update internal processes and procedures •Track changes and project progress daily •Advise best practice for change management Update online and white paper documentation to current processes and provide new Oracle 6 instructions where needed. •Large migration project to Oracle 6 (one of 8 Technical Writers hired for the project) •Analyze current documentation to determine update requirements •Update internal processes and procedures •Track changes and project progress daily •Advise best practice for change management



Safety Services Company

• United States
• Business Consulting and Services
• 100 - 200 Employee

• Technical Writer

  • Jul 2013 - Sep 2013

  •Review, edit and revise customized OSHA Injury and Illness Prevention Policy (IIPP) manuals for general and construction industries. •Research OSHA safety regulations and state laws to assure most current, accurate information available in manuals. •Interview OSHA subject matter experts and customer service representatives to assure customers regulatory compliance, training and documentation needs are met. •Review, edit and revise customized OSHA Injury and Illness Prevention Policy (IIPP) manuals for general and construction industries. •Research OSHA safety regulations and state laws to assure most current, accurate information available in manuals. •Interview OSHA subject matter experts and customer service representatives to assure customers regulatory compliance, training and documentation needs are met.



Apex Systems

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Wells Fargo - Infrastructure Architecture - Business Intelligence

  • Dec 2012 - Apr 2013

  •New systems software developed primarily for business intelligence, IRDM (Infrastructure Relational Data Management). •Created non-technical, navigational and instructional guide for external users. •Worked with programmers, developers, management and other SME’s to create comprehensive playbook for the Infrastructure Architecture department disaster recovery in an agile environment. •Created navigational and instructional guide specific to Wells Fargo users for MS Team Foundation Server (TFS). •Created internal reference guide for contract employees to navigate Wells Fargo systems, procedures and expectations.



CompuGroup Medical US

• United States
• Software Development
• 200 - 300 Employee

• Technical Writer

  • Jun 2012 - Oct 2012

  •Developed and wrote new technical writing procedures and guidelines, seaming together the new corporate branding guidelines which did not include the level of intricacy required in technical documentation. This was approved by corporate communications. •Performed re-branding tasks for new acquisitions of medical practice management software for contractual compliance and alignment consistency with corporate branding guidelines. •Overhaul HEHR User Guide (facility based electronic health records) for style, functionality and content. •Interpreted technical developer documentation and testing notes to write end user instructions for system enhancements on other practice management software as required.



Magellan Health Services

• Greater St. Louis Area

• Training Technical Writer

  • Aug 2001 - May 2011

  Awarded Associate of the Quarter (3rd Quarter 2010) for professional achievements in the development and seamless implementation of two SharePoint websites. •Retrieve Implementation Project: Project lead, user experience discovery and design development for two SharePoint sites, greatly enhancing accessibility and implementing search functionality for essential daily task information and tools. Provided consistent communication to leadership on project progress throughout development. Designed and delivered instructor-led training (ILT) for ease of associate transition to new software. •Magellan Service Operations Standards participated in development and wrote a multitude of standards for internal (such as, claims processing and procedures) and external purposes (such as auditing and compliance) •Online Self-led Training Modules Project: Project lead in developing online self-led training modules for system navigation, processes and procedures. Project includes content writing for visual communication in PowerPoint presentations video/audio recording and integration, editing and production. •LA Provider Certification Project: Worked with the state of Louisiana to develop a LMS designed to house course work, testing and certifications to behavioral health providers. This certification allows BH providers to provide special services for children and adolescents diagnosed with serious mental illness. •Magnitude Service Operations Newsletter: Designed and launched newsletter for SVP of Service Operations (ongoing bi-monthly publication), done in SharePoint.