Cindy C. Email & Phone Number

Saint Paul, Mn, Us

Greater Minneapolis-St. Paul Area

Document Management Analyst for Minnesota IT Services

Greater Minneapolis-St. Paul Area

Enterprise Content Management SharePoint Design | Document ManagementBusiness AnalysisIT Implementations | Agile SDLCTechnical Writing & EditingTechnical Training

Greater Minneapolis-St. Paul Area

Provided leadership, business analysis, and SharePoint expertise for the state’s Small Business Health Options Program (SHOP); defined and implemented new business processes, policies, and technology required for health insurance reform and regulatory compliance based on the Affordable Care Act.• Analyzed complex state law and federal regulatory requirements; worked with Director of SHOP, executive management team, and IT to apply those requirements to Minnesota’s health insurance marketplace.• Conducted gap analysis on business and functional requirements for existing software solution.• Proposed and designed SharePoint 2013 / 365 as an alternative technology solution for enrollment, eligibility, notifications, premium billing and payment, and document management.• Planned and managed projects to implement SHOP business processes and SharePoint architecture to sustain and improve the Small Business Health Options Program.• Proactively identified potentially significant impacts to health care system and business processes based on proposed federal or state regulatory changes.• Developed policies for SHOP, including data collection and privacy, application standards, qualified health plan enrollments, employer and employee eligibility, terminations and cancellations of coverage, notifications, and program integrity.• Developed SHOP procedures, job aids, and training materials for compliance with new state and federal regulations for the Affordable Care Act.• Developed sustainable internal training program for new SHOP employees; successfully delivered training to over 40 state employees on short notice.• Worked continuously to improve and simplify SHOP business processes and SharePoint technology; proposed several projects that were successfully implemented with my assistance and subject matter expertise.

Greater Pittsburgh Area

Strategic planning and consulting for the National Energy Technology Laboratory (NETL), a science, technology, and energy laboratory owned and operated by the US Department of Energy. I worked on implementing knowledge management strategies, led an enterprise risk management project for the Federal Project Management Center, implemented SharePoint technology for enterprise document management, and designed and delivered business process management training for employees.• Elicited and documented business, functional, and non-functional requirements for SharePoint enterprise reports library; worked closely with stakeholders and developers on design.• Led strategic planning and risk management activities for the Federal Project Management Center (FPMC); facilitated weekly meetings and SWOT analysis; developed project charter and project plan• Conducted research and provided recommendations for to implement business process management using Lean Six Sigma methodology• Led and trained the team assigned to work on business process management activities for the Federal Project Management Center.• Implemented knowledge management and document management best practices• Redesigned SharePoint site collection and project management library; functioned as SharePoint business analyst and SharePoint developer. Developed SharePoint architecture, taxonomy, and metadata for maximum findability and usability.

Greater Pittsburgh Area

Consulting, business analysis, and SharePoint design for an information technology group of over 100 employees; SharePoint specialist for an enterprise document management project involving Basel compliance• Elicited and documented business, functional, and non-functional requirements (loan valuation data warehouse, quarterly credit risk reports, SharePoint document management system for Basel compliance, Basel rules database)• Wrote design concept, technical requirements, and technical design papers for an enterprise SharePoint document management system for Basel compliance documents• Reviewed compliance assessments, remediation plans, quality rationale documents, and evidence for business risk areas; provided feedback to authors• Developed project charters and plans, business process management templates, compliance document templates, SIPOCS, process diagrams, author’s guide, functional area policies, processes, procedures, and job aids• Redesigned and developed SharePoint sites and custom libraries for streamlined processes, maximum findability, and ease of use• Led and facilitated a SharePoint Community of Practice using IBM Connections (social media technology for the workplace). This community of practice focused on best practices and standards for SharePoint development and document management.• Presented SharePoint and document management knowledge sharing sessions and software demos, transferred knowledge of best practices

Greater Minneapolis-St. Paul Area

Business Process Consultant for OptumHealth Care Solutions for a key strategic initiative across five companies to implement enterprise-wide continuous process improvement practices and establish compliance with NCQA and URAC health care accreditation standards. • Conducted business analysis and assessment of organization-wide needs and gaps.• Assisted program manager with establishing strategies and process activities to support the quality system implementation and SharePoint document management system implementation.• Developed, delivered, and evaluated training curriculum for process documentation and business process modeling (including quality system fundamentals, continuous improvement, managing the document life cycle, and software applications training).• Delivered instructor-led classroom and WebEx training to over 1,000 employees with 96% satisfaction rate.• Developed presentations and training materials, including Author's Guide (for writing policies, process documents, procedures, and work instruction); templates, quick references, and other job aids.• Reviewed policies, procedures, process documents, and work instruction written by all levels of employees across multi-functional areas; made recommendations for process improvement and compliance with policies and accreditation standards.• Collaborated with auditors and accreditors to assist business areas with providing evidence for compliance with regulations and policies; audited policies and procedures for compliance with company policies and URAC and NCQA documentation standards.• Implemented Microsoft SharePoint document management system and best practices; configured sites and libraries to improve taxonomy, metadata, search, and browsing for more effective user access.• Developed business requirements, researched vendors, facilitated meetings with enterprise content management (ECM) vendors, made recommendations for implementations and design.

Greater Minneapolis-St. Paul Area

Knowledge Manager for an e-learning software development company. Drove significant change by implementing knowledge management strategies and practices.• Reduced expenses by $1 million per year by implementing online web-based support.• Increased revenue by $2 million per year by managing and developing web-based support into a marketable product.• Managed day-to-day knowledge management operations and tasks; managed online support for employees and customers. • Measured the effectiveness of online support strategies and tactics (web analytics, case studies, usability studies, interviews, surveys, questionnaires, polls, production and resources).• Developed troubleshooting strategies and instructional content for knowledge base and self-help tech support web site and call center, including root problem-solving strategies for complex network issues.• Developed and launched a strategic, top-rated monthly e-newsletter for customers. Received Apex award for excellence in writing and publishing.• Reviewed and documented department policies and procedures for ISO 9000 compliance• Designed and delivered knowledge management training to executives and employees; including knowledge management strategies and best practices, HTML fundamentals, knowledge base and CRM applications training.• Trained and coached new technical support employees; reduced on-boarding time and learning curve of new employees by 60%; increased employee retention by 50%.• Conducted vendor and product research, documented requirements, and worked with developers and project managers to implement, upgrade, or migrate to new knowledge base technology.• Identified and documented content development and design requirements for self-help technical support site and knowledge base; executed action plans and tracked results.• Received President and CEO’s Performance Award for Outstanding Contribution and Achievement in E-Learning Education (1998, 2001, 2003).

Greater Minneapolis-St. Paul Area

Implemented organization-wide Total Quality Management (TQM) processes and practices at New Ulm Medical Center to engage employees, change culture and embed a philosophy of continuous improvement in the organization.• Facilitated TQM groups and training workshops to engage all employees in the practices and processes to continuously improve quality and achieve Joint Commission (JCAHCO) accreditation.• Monitored, tracked, and documented quality activities and internal controls across the organization. Gathered data on quality improvement projects and measured and reported on results; maintained and updated quarterly reports for JCAHO• Monitored and documented projects and metrics to support accreditation by Joint Commission• Coached hospital employees in TQM strategies and methodology; recommended projects for implementation• Maintained a system of hospital-wide policies and procedures• Initiated, wrote and edited Quality Management newsletter as part of leadership team’s Quality communications strategy• Reviewed, redesigned, and edited forms, policies, procedures, templates, and quick references for multiple cross-functional areas• Registered clinic patients for hospital lab work, verified lab tests and processed billing records to meet Medicare/Medicaid regulatory requirements (manual process was required; clinic and hospital computer systems and networks were incompatible at the time)• Collaborated with software vendor and information technology manager to immediately resolve clinic and hospital computer system and network issues• Identified and resolved a critical business process issue that was causing medical records to be lost and medical charts to be duplicated• Identified critical patient customer service and signage issues which resulted in hiring volunteer host/greeters, adding wheelchairs to clinic reception area, and launching a critical project to improve signage

B. S., Business & Office Administration

Business administration, business management, business communication, and organizational development courses

Microsoft Sharepoint Foundation 2013: Site Owner; Microsoft Sharepoint Designer 2013, Microsoft Sharepoint Technology And Design

Business Analysis Master Track

This Track of courses is designed for those with some experience in Business Analysis who are seeking to obtain IIBA®’s CBAP® or CCBA®.

Performance Improvement, Training And Development

Project Management

• Essentials of Project Management (2010) • Advanced Creative Training Techniques (2009)

Technical Communication

Graduate courses in Workplace Research, Content Management Systems and Enterprise Content Management (ECM), Advanced Technical Editing.

Technical Communication

Graduate courses in Technical Communication M. A.: Technical Writing, Information Science, Writing Technical Manuals and User Guides