Greg Malek Email & Phone Number

Mckinney, Tx, Us

• Assisted reliability team to ensure development teams followed reliability best practices and correctly implemented and instrumented performance monitoring tools for FedEx Office applications and services.• Attended SAFe agile ceremonies as reliability representative to educate scrum teams on reliability best practices.• Validated instrumentation of more than 40 applications and services for required performance monitoring tools as part of initiative to migrate from data centers to co-location data centers.• Liaised with development teams to ensure FedEx Office applications were compliant with current software patches and Talon, software tool designed to systematically validate reliability best practices. • Created dashboards, reports, and presentations to update vice president and managers of IT Retail Solutions and Customer Experience organization on status of team initiatives.• Produced six standard operating procedure documents for reliability team.

• Collaborated with business operations, IT, and quality assurance teams to prepare FedEx Office service desk to support new and updated FedEx Office products.• Crafted knowledge articles, training materials, flowcharts, and quick-reference documents. • Trained service desk on new products and updates.• Coordinated with IT, facilities, inventory, and business operations teams to monitor rollout of more than 100 FedEx Office locations in Walmart to ensure in-store equipment and systems were operational by opening day.• Chosen to join new multidisciplinary team created to create software requirements for FedEx Office applications, during which time company transitioned from waterfall environment to SAFe agile methodology. • Worked with business operations, development, and quality assurance teams to create software requirement specification documents, user stories, acceptance criteria, user interface mockups, flowcharts, JSON schemas, and sequence diagrams for FedEx Office ecommerce applications and APIs.

• Drafted and published installation and maintenance guides, user guides, quick references, and standard operating procedures that support field, corporate, and customer technology systems, products, and services. • Wrote communication plans and corporate email messages. • Generated style templates, toolbars, and macros to increase consistency and efficiency within documentation process.• Produced site survey documentation used at over 1,110 locations to survey and inventory production equipment and identify outdated equipment. Survey documentation included survey checklist, survey procedures, and store layouts.• Designed software and hardware installation guide used to successfully convert over 1,100 FedEx Office locations to new Order to Pay system used to operate company’s retail centers, most ambitious technology initiative FedEx Office pursued.• Managed technical writer consultants and provided equipment, templates, and contacts for their arrival and throughout contract duration.• Spearheaded formal review process into document creation cycle to improve document accuracy.

Responsible for all phases of T&S user documentation:• Created and managed a suite of over 30 user guides, administrative guides, and online help for an IVR based product line called Zeus.• Created and maintained templates for user documentation and online help for the T&S Technical Publications department.• Wrote and implemented test cases.• Reviewed numerous test design documents for accuracy and user-level insight.T&S ConsultantProvided T&S consulting services to the following businesses while continuing in-house responsibilities:• HairBoutique.com – Designed retail and wholesale catalogs along with order forms for selected beauty and hair products.• Regency Systems – Consulted with developers to create new user documentation and online help for XPress Banking, an online banking software program. Created a site planning and preparation survey for installing the XPress Banking system.• Teloptica – Consulted with software engineers and developers to create new installation, bulkload, and user guides for DesignIQ, an application for planning and designing telecommunications networks.• Sonus Networks (formerly TTI) – Consulted with members of the Planning and Quality Assurance departments to create a command line interface user’s guide, a protocol standards document, and a provisioning guide for the IntelligentIP softswitch.

Collaborated with design engineers, developers, and testers in addition to using specifications documents to create and maintain user documentation for the DaVinci Service Control Point for Advanced Intelligent Networks:• Produced hardcopy and online documentation for the DaVinci Service Control Point.• Helped maintain the Technical Publication department’s internal web site.• Moderated formal inspections of IEX user documentation.