Reporting and analytics, document maintenance, coaching employees, scrum operational work.

Process coaching on ServiceNow change, incident, and problem. Create and facilitate training on ServiceNow and ITIL processes.

Manage application releases and provide communication and escalation when needed. Experience with new application set up including infrastructure, security, and pre-production work. Track and coordinate production readiness activities. ITSM change and task management.

Requirements gathering for multiple internet channel applications for Waterfall and Agile projects. Also participate in project effort estimation and process flow creation.

Write operational and technical documentation for application development, infrastructure, and production support teams for the Internet Channel. Update and test Disaster Recovery and Business Continuity documentation and coordinate regular exercises for both. Maintain operational wiki site content. SharePoint administration including list creation and document maintenance. Data analysis for production metrics. RFC approval for implementations and fixes. Manage communications for upcoming… Show more Write operational and technical documentation for application development, infrastructure, and production support teams for the Internet Channel. Update and test Disaster Recovery and Business Continuity documentation and coordinate regular exercises for both. Maintain operational wiki site content. SharePoint administration including list creation and document maintenance. Data analysis for production metrics. RFC approval for implementations and fixes. Manage communications for upcoming software implementations. Show less

Write, edit, and review information security procedures. Format documents and review for adherence to the information security procedures template. Work with teams to ensure evidence that the procedure has been done is submitted to the Standards Governance team.COBIT identification and verification for security maturity.

Created software user documentation for the project management tool Clarity. Published project documentation and developed a style guide for templates and process and procedure documents. Published documentation to the department website and SharePoint and used Stellent for document publication to company intranet. Managed the monthly publication of the project management office newsletter for 2 years.Managed project timelines and documentation. Worked with multiple teams and… Show more Created software user documentation for the project management tool Clarity. Published project documentation and developed a style guide for templates and process and procedure documents. Published documentation to the department website and SharePoint and used Stellent for document publication to company intranet. Managed the monthly publication of the project management office newsletter for 2 years.Managed project timelines and documentation. Worked with multiple teams and implemented process improvements including a process to publish 300 documents for a specified deadline. Show less

Created procedures used for customer questions regarding bonds and stocks. Worked with customers and service representatives to continually improve our service and adherence to SEC regulations.Created training materials for new employees. Maintained master documents for training and quality audit purposes. Assisted with quality audits for compliance with SEC regulations. Worked closely with the quality department to ensure standards were being met and to prioritize and implement process… Show more Created procedures used for customer questions regarding bonds and stocks. Worked with customers and service representatives to continually improve our service and adherence to SEC regulations.Created training materials for new employees. Maintained master documents for training and quality audit purposes. Assisted with quality audits for compliance with SEC regulations. Worked closely with the quality department to ensure standards were being met and to prioritize and implement process improvements. Show less

Assisted customers with internet, email, and web hosting set up and troubleshot issues. Wrote customized documentation based on audience level of understanding. Rotated support at the Network Operations Center (NOC) on a regular basis.

Wrote customer support documentation for web hosting and email services.

Wrote customized manuals for food packaging machines. Worked with engineers and clients from companies such as Frito-Lay.

Internship in the Publications department. Used a style guide to write and publish online help documentation for Microsoft Office 2000 software.