BCBST is the largest healthcare provider in Tennessee, serving over 3.4 million members for over 75 years. I work with the Cybersecurity/IT Assurance and Governance team supporting documentation and reporting.• Process Improvement initiative: Risk Management, Resource Management and Data Governance.• Edits and revises existing documentation to ensure language meets auditor expectations• Performs annual review/NIST control requirements reviews of Standard and Policy documentation• Authors SOX policy and procedure documents including IT Assurance and Governance Playbook• Performs ad-hoc report writing and dashboard updates• Demonstrates ability to learn new procedures and technologies quickly• Participates in weekly stand-ups and round table discussions• Environment: Jira, Agile, SAFe, Visio, SOX, Microsoft Excel Data Analysis, Keylight, NIST Cybersecurity Controls, ServiceNow, Microsoft Office 365, SharePoint, Adobe Acrobat DC, Outlook, OneNote, Teams, Document Management Systems, HIPPA, Database Management, Data Analysis

NC Dept. of Health and Human Services is a division of the NC state government that administers Medicare, Medicaid and other program and services that advance the health, safety, and well-being of all North Carolinians. I am responsible for consolidating the IT initiatives and programs submitted by each division and confirming that they aligned with the State IT goals.• Created processes and templates for DHHS IT Biennium Plan using Lucid Chart• Collaborated with business divisions to gather information about the upcoming Strategic initiatives • Worked with business partners within each DHHS division to ensure strategies and technology solutions aligned with overall department IT business goals • Consolidated information from all teams and divisions to create overall DHHS IT Biennium Strategic Plan• Developed various Strategic Plans as identified by the ITD Leadership Team• Developed DHHS ITD Prioritization Roadmap based on information collected from all programs• Ensured that all the Strategic Plans and Roadmaps were saved and maintained in a common repository • Identified and documented business processes and developed a SharePoint repository• Environment: Jira, Lucid Chart, ServiceNow GRC, Microsoft Excel Data Analysis, Microsoft Office 365, SharePoint, Adobe Acrobat DC, Outlook, OneNote, Teams, Document Management Systems, HIPPA, Database Management, Data Analysis

Biogen is a leader in the biopharma and neurosciences industries. I help execute the Data Strategy Program in the Pharmaceutical Operations & Technology group.• SDLC documentation: Requirements Specifications, Traceability Matrix, System Architecture• Developed process flow charts of the data intake process• Developed a POC of the intake form using Power BI/Office 365 integration• Facilitated requirements elicitation meetings for data intake process• Demonstrated knowledge of tools, techniques and processes for data mapping and reporting• Schedules and facilitates meetings with developers, product owners, application teams and other SMEs• Demonstrates understanding of client-server architecture, data mapping, and process mapping• Consistently ensures the on-time delivery and quality of the project weekly reports and deliverables• UAT testing and deployment validation • Demonstrates proficiency in cGLP, cGMP, 21 CFR Part 11Environment: Agile Document Management System, Jira, Microsoft Office 365, Power BI, SharePoint Lists, Lucid Chart, Visio Developer Tools, Confluence, Adobe Acrobat DC, Outlook, OneNote, Teams, Laboratory Management System (LIMS), Training Management Systems, Document Management Systems

• I am part of the Central Laboratory Services computer applications team that supports the computer systems and is tasked with relocating the data center from the west coast to a centrally located data center.• Documented IT Computer Systems policies and procedures.• Developed and/or revised documents to build out a set of company information security procedures consistent with the technology, infrastructure and Cyber Security policies• Write end-user technical documentation and internal IT and Business Unit documentation.• Work with IT and LabCorp Business Units to document and maintain versioning, retention, and cross-reference content

Health Care Service Corporation (HCSC) is an Independent Licensee of the Blue Cross Blue Shield Association and the largest customer-owned health insurer in the USA. I am a member of the Configuration Command Center team responsible for updating HCSC application diagrams in Visio and relationship mapping in the ServiceNow tool.• ADDM CAM Modelling/Service Mapping on distributed environment• Prepares, maintains, and analyzes application diagrams in Visio• Schedules and facilitates meetings with product owners, application teams and other Subject Matter experts• Manage global communications and alignment with widely spread global stakeholders• Maps CI relationships in ServiceNow tool• Creates and updates knowledgebase articles• Demonstrates knowledge of ITSM/ ITIL service delivery• Demonstrates understanding of client-server architecture• Consistently ensures the on-time delivery and quality of the projects• Demonstrates proficiency in SQL queryEnvironment: SharePoint, ServiceNow, Configuration Management, Incident Management, Problem Management, ITIL, Office 365, Visio Developer Tools, Adobe Acrobat DC, Outlook, OneNote, Teams, ADDM Discovery, Microsoft Office, Cybersecurity, Azure, HIPPA, SQL, Application Mapping

Worked on the Center for Medicare and Medicaid Services (CMS) BPCI Advance Model performing 508 documentation quality checks and project support .• Uses Adobe Acrobat DC to perform 508 remediation on project documentation per CMS guidelines• Peer reviews team documentation and performs edits as needed• Researches and answers questions submitted by physicians and other healthcare providers • Identifies call center trends and authors scripts used by help desk agents • Analyzes help desk and other project processes for process improvement initiatives.• Applies knowledge and understanding of Medicare policies to support the project tasks and objectives• Experienced with Code of Federal Regulations (CFR), Social Security Act, and Section 508 requirements• Environment: Agile Methodologies, SharePoint, JIRA, Salesforce, Visio, Adobe Acrobat DC, Outlook, OneNote, Microsoft Office, Windows 10, Code of Federal Regulations, Section 508, Social Security Act

Assigned to the National Institute of Health's SAMSHA initiative to consolidate collaboration efforts and program reporting into a centralized database called SAMSHA Performance Accountability and Reporting System (SPARS). Documents the CSAP component of the database. Authors user guides, manuals of operation, communication plans and online content. Experience with Adobe Creative Suite, Microsoft Office, Visio, Microsoft Project, HTML and SharePoint.

∙ Develops documentation for IS initiatives including user manuals, quick reference guides, knowledge base articles, SOPs, and online help∙ Creates Visio diagrams of process flows and complex server architecture∙ Created user manuals and training materials for several implementation projects including ServiceNow, Salesforce.com, Cognos, and Integral Land Management∙ Authored functional specification scenarios for in-house web applications developed on the .Net framework∙ Uses Excel to develop pivot tables that analyze knowledge base metrics and presents quarterly reports to management∙ Prepares web analytics reports that track knowledge base usage among key business units∙ Develops documentation plans, style guides and templates in effort to streamline documentation process∙ Facilitates weekly task force meetings to collaborate knowledge base and documentation strategies∙ Environment: ServiceNow, SalesForce, HEAT, REMEDY, SharePoint, JDE, Visio, Citrix, LanDesk, CMS, VMWare, Adobe Pro, Outlook, One Note, Microsoft Office, HTML, SQL, Visual Studio, VB.Net, Web Services, Windows 7 & 10

Technical support and documentation of hardware, software, iPhones, iPads, VPN, and network connectivity.Environment: ServiceNow Knowledge Base, SharePoint, SAP, DNS, TCP IP, Java, VPN, Remote Desktop, Active Directory, Citrix, VMWare, Adobe Pro, Outlook, Lotus Notes, OneDrive, Microsoft Office, Skill Port, HTML, SQL, Oracle, Unix, JavaScript, VoIP, RDP, WebEx, Skype, Macintosh, Windows XP, Windows 7-10

∙ Used requirements documents to write clear, concise training manuals, user guides and online help∙ Used Captivate and PowerPoint to create marketing presentations for trade show and sales kits∙ Directed, crafted, and edited process documentation for Process Analysis and Improvement team ∙ Designed layouts for technical documentation and training manuals while editing for style∙ Designed Microsoft Word templates including macros, auto text, logos, and simple graphics∙ Routinely met with developers and subject matter experts during the final stages of the SDLC ∙ Environment: MS Office, Adobe Web Premium & Creative Suite C3 (Photoshop, Illustrator, InDesign, Dreamweaver, Fireworks, Flash and Distiller); HTML, SnagIt, Snipping Tool, Captivate, Visio, Outlook

∙ Collaborated with engineers to create SOP guides and work orders in compliance with cGMP standards∙ Prepared Excel spreadsheets for uploading into work order master file∙ Directed, crafted, and edited process documentation for Process Analysis and Improvement team ∙ Analyzed SOP documentation to create work instructions, process flow charts, and calibration procedures∙ Designed document templates in Word and Excel including auto-text, macros, and formulas∙ Environment: cGMP, 21 CFR Part 11, MS Word, Excel, Visio, Outlook, Lotus Notes

Reading and comprehension for K - 8th grade.

Attended integration project-related configuration and process meetings and document decisions. Communicated with Shop Operations to ensure processes work in retail environment. Cross referenced new HRIS processes with Shop Operations and Store Systems Manuals; Worked with Learning & Development team to determine method and delivery of training. Created and proofed process and procedures (SOPs) manuals for varying internal groups. Demonstrated excellent document and project management skills.Project 2: Participated in User Acceptance Testing (UAT) of new HRIS system. Verified functionality and updated process and procedures manuals accordingly.

∙ Integrated HRIS documentation with shop operations and store systems manuals∙ Authored process and procedures manuals, user guides, and on-line help∙ Directed, crafted, and edited process documentation for Process Analysis and Improvement team ∙ Performed UAT testing sessions, and provided initial roll-out support to end-users

Interviewed employees and documented department policies and standard operating procedures (SOP). Developed end-user training manuals for the Enterprise Resource Planning (ERP) system. Researched NC General Statues that affected policies and procedures and updated procedure manuals. Updated website content. Used AP style guide

Reading and Language Arts Teacher (Public Education, Title One, Inner-City School)Worked with administration, parents, and grade-level team to meet district academic objectives by tutoring after school and developing academically enriching lessons; resulting in a 95% passing rate on state assessments which helped the school earn recognized status for the 2006-2007 school year.

Print and Mixed-Media Production and Sales); Telephone sales and customer service in an out-going call center environment. Demonstrated understanding of business and customer relation management processes. Observed call center processes and recommended user interface features in the development of the customized CRM software. Trained call center associates.

∙ Documented requirements for the development of the enterprise knowledge database∙ Developed process flow documentation that identified gaps in processes∙ Documented requirements for the development of the enterprise knowledge database∙ Developed process flow documentation that identified gaps in processes∙ Interviewed subject matter experts and authored knowledge articles ∙ Managed knowledge base: assigned passwords and privileges, set up groups and views, unlocked accounts∙ Facilitated soft skills and technical training classes∙ Produced website content including: online help and employee interest stories∙ Edited the department newsletter, authored press releases, designed brochures∙ Received President’s award for outstanding employee contribution to company success∙ Environment: HEAT, REMEDY, HTML, SAP, Crystal Reports, RoboHelp, Frame Maker, Digital Photography, CSS, HTML, Visio, Adobe Professional Suite, MS Office Suite, Inference Knowledge base∙ Interviewed subject matter experts and authored knowledge articles ∙ Managed knowledge base: assigned passwords and privileges, set up groups and views, unlocked accounts∙ Facilitated soft skills and technical training classes∙ Produced website content including, online help and employee interest stories ∙ Received President’s award for outstanding employee contribution to company success∙ Environment: HEAT, REMEDY, HTML, SAP, Crystal Reports, RoboHelp, Frame Maker, Digital Photography, CSS, HTML, Visio, Adobe Professional Suite, MS Office Suite, Inference Knowledge base

Project 1: Coordinated the integration of the enterprise knowledge database with the Customer Relation Management (CRM) applications used by the call centers, thus improving the information flow between departments. Managed the database. Performed basic SQL queries. Set-up views, and stored procedures that organized information. Scanned graphics, input data, and set up database tables and Boolean search parameters, set-up users ids, assigned permissions, performed beta testing on updates. Project 2: Maintained an on-line library and e-learning website. Researched and wrote articles for IT support services newsletters and corporate communications. Set-up webpages that contained archived files of older articles, and obsolete documentation. Edited and approved team documentation to insure format consistency and accuracy.Project 3- Assessed employee skills and developed soft skills and technical training programs, resulting in more highly trained analysts and improved performance. Created and maintained an online help, and e-learning website. Prepared the yearly training budget, and tracked employee training in a MS Access database.

Tier 1 technical support of LAN/WAN, internet, MS Outlook, and computer software issues. Helped customers configure Macintosh and IBM compatible workstations to standard settings. Researched software conflicts and documented solutions in Lotus Notes database. Experienced with Novell 3x, 4x, Windows 95, 98, NT, AS400, UNIX, TCP-IP, IPX/SPX, and DNS.

Taught advanced level Microsoft Office Suite (Word, PowerPoint, Excel, and Access) and intermediate level DOS 6.2, Visio, Novell GroupWise, Flowcharting, and HTML. Demonstrated excellent presentation skills and resourcefulness when teaching adults of varying skill levels. Named instructor of the month for developing and teaching a flowcharting class.

Supported the district sales manager and 7 channel sales managers. Prepared sales proposals and other business communications in MS Word and PowerPoint. Experienced with macros, charts, pivot tables, and mail merge. Ran weekly sales reports and converted raw sales data into tab delimited Excel files. Created sales forecasts and trend analysis reports that incorporated charts, graphs and pivot tables. Organized district training events.

Demonstrated excellent customer service skills when contacting area businesses to inform of advertising opportunities and for support of News & Observer sponsored trade and marketing events such as: The Southern Women's Show, The Bridal Show, and The Health and Fitness Extravaganza. Exhibited creative flair when writing articles, or preparing newspaper layouts and ad designs. Gained experience with desktop publishing techniques, Quark Express, and Microsoft Office on Macintosh and PC.