Developed and implemented document strategy for creating and updating IT System Security Plans, knowledge articles, and evidence artifacts aligned with IT security frameworks using MS Office, SharePoint, and ServiceNow. Updated policies and operational procedures.

Updated policies and procedures for complex complaint handling and regulatory processes using MS Office and OpenText under strict deadlines to meet legal and financial regulatory obligations.

Updated and migrated approximately 3,500 complex customer support articles to Salesforce Knowledge platform for three high-volume Call Centers. Updated department policies in Word and Windchill.

Updated and migrated approx. 1100 PDFs into user-focused streamlined online procedure library using RoboHelp, MS Office Suite, and GitHub for a high-volume Call Center, Training, Quality Control, and Auditing.

Edited, formatted, fact-checked, and prepared variety of financial and audit reports (SOX, PCI, SOC, BSA/AML, internal audits, IT security assessments, etc.), proposals, for IT Risk Advisory Services.

Documented procedures, specifications, and release notes for complex Meter Data Management System (MDMS). Eliminated redundancies, streamlined content maintenance, and significantly reduced update errors.

In-house manufacturing (shop floor control system) and IT / business applications development for innovative wireless/telecomm:* Created business and work flow processes for new documentation department.* Hired and managed writers and support staff for new documentation department.* Managed multiple concurrent document and training efforts critical to in-house efforts.* Conducted and analyzed training and user experience focus groups.* Wrote, tested, and implemented application Help systems, training curriculum, system documentation, and end-user materials for complex manufacturing shop floor control (SFC) system.* Tools included FrameMaker, RoboHelp, MS Project.

MediaShare Corp. | Josten Learning | CompassLearning. Developed and managed multiple documentation and training efforts for complex multimedia authoring and knowledge base start-up. Audience, IT, UX, and business process analysis.

Developed and managed multiple concurrent documentation and training projects for diverse audiences and included accounting, archival tools, business graphics, device drivers, etc. topics (mainframe, mini-frame and PC applications).