At this Panviva certified partner, created process content for Serco, Desert Financial, Park National Bank, UNFCU and Bank of the West, coached Panviva writers for different clients (AAA, BMO, Maximus, Desert Financial and Bank of the West), and conducted/assisted with Ready-Set-Go implementation planning sessions at AAA-Washington and AAA-Mid Atlantic.

Created a Business Continuity Plan template that was used by 13 business divisions in seven states. Edited and formatted business division BCPs. Collaborated on Corporate Crisis Management Plan activation documents, position checklists and reference materials.

Certified Panviva Content Services and Implementation Service Partner. At this Business Process Guidance software company, created customized process content in Panviva. This involved learning the client’s processes, procedures, and applications. Panviva/SupportPoint is used by Customer Service Representatives in Call Centers. Clients included: Celgene, AvMed, Gundersen-Lutheran, Capital Blue Cross, Western Health Advantage, and Community Health Plan of Washington.

Created company Knowledge Base used in three states using MadCap Flare. The Knowledge Base is the official repository for policies, procedures, marketing materials and program guidelines. Project included managing implementation, design of Knowledge Base structure, managing updates and training other users. Worked with multiple internal teams and SMEs. Identified and implemented document changes to maintain consistency across product lines/processes/departments.

At this networking company, as a member of the GS&O PM COE team, contributed towards delivery of project management best practices and standards. Deliverables included process documents, process maps, templates, and updating department wiki.

At this health care product company, created a style guide and edited procedures and work instructions to conform to style guide and ITIL principles.

At this transit construction firm, created Job Cost Accounting and Office Manager (payroll, subcontracts, accounts payable, etc.) software and procedure manuals. The manuals combined Viewpoint software procedures and process work instructions.

At this financial services company, gathered, analyzed, and managed data and documents to create a Sharepoint intranet site for Credit Card relationship managers.

At this energy company, created process flows for Service Continuity, Change Management, Problem Management, Knowledge Management, and Configuration Management using the Control-ES software by Nimbus. Earned ITIL Foundation Level certification. Wrote ITIL-compliant policies, procedures, and work instructions. As a member of the Service Continuity Team, assisted with the development of 33+ business continuity plans for IT services and processes.

As proofreader/editor, work with project teams on the planning, designing, and preparation of proposals, user manuals, and training guides. Documents are created by writers with varied skill levels and styles. I work with client Style Guides as appropriate and ensure excellence, consistency, and timely completion of projects.

Created a business process document for the Business Continuity Management department detailing Business Recovery Plan requirements for Schwab business units.

At this specialized staffing services company:• Wrote policies and procedures for the Information Security Services, Host System Engineering, and Security Administration Management departments for Sarbanes-Oxley (SOX) compliance.• Created IT Disaster Response Plan and Training Guide.

In two separate contracts for this software company: • Created an Engineering How to Guide for Acrobat 6.0 Professional. The audience for this manual was Adobe Marketing personnel and engineers. • Contributed to the Acrobat 7 online help and user manual. In both contracts, I worked with various departments to gather information.

In two separate contracts for this California County: • Researched, designed, and developed user guide for an in-house developed software (Keyboard) used to submit transmittals to the Board of Supervisors.• Created desk procedures and business process maps (in Visio) for the Clerk of the Board office. • Collaborated with the Y2K project team on Y2K disaster recovery plan for the IT division.

In three separate contracts for this electric and gas utility: • Created core “as is” business swimlane process maps with Visio in preparation for gap analysis. • Created user guide and system administrator manuals for MADEN Problem Tracking Database. • Wrote and edited software procedures manual for an electrical metering system (MV-90) converted from DOS to Windows NT. • Updated and edited Disaster Response Manuals for Electric and Gas Load Data Services. • Wrote and edited training guide, system administrator manual, and programmer's manual for Job Tracking/Management software (JTM) used by PG&E systemwide.

In three separate contracts:• Wrote/edited user manual for Consolidated Invoicing program. (1999) • Wrote/edited network security procedures in Word and HTML for AirTouch intranet. (2000)• Researched, designed and wrote the FraudPro User Guide. (FraudPro is an in-house developed software used to detect and track fraudulent cellular use.) (1995 – 1998)

* Extensive rewriting, editing, and design of three user manuals for a personnel placement system. • Wrote, edited, and designed a management policy manual used to train Regional Area Coordinators.