Jason Lambert Email & Phone Number

Merrimack, New Hampshire, United States

Maintain and support internal Policies and Procedures (P&Ps) for 15 separate teams within the FFIO organization. This includes monthly audits, newly developed P&Ps, and customer incident related updates requiring a 24 hour response time.Reduced backlog of 550 uncertified P&Ps to 150 within 1 year through a combination of re-certifications, updates and publications, and decommissions. Backlog reduced by nearly 75% as a result.Developed partnerships with managers and directors of the various teams to reduce review periods and expedite the publication timelines. Publication timelines were reduced by 30%.

Salem, New Hampshire

Updated and published technical specifications for Payment Processing systems involving both Retail and Card Not Present merchants. Updates based on project needs or requests from Business Analysts or Technical Implementations analysts.Managed 25-30 specifications across all platforms (Retail, Card Not Present, Reporting). Managed a double workload for 1 year (due to fellow technical writer on medical leave) – recognized for delivering all specifications by designated deadlines with high quality despite additional workload. Managed update and communication process for custom reporting specification including: Updated and published the specification based on requirements received from the Business Analysts. Created and managed a communication process, along with Marketing, to inform merchants of upcoming changes. Communication and specification were delivered 30 days in advance of software release.Converted Word based specifications to a Framemaker environment to facilitate modular updates and context sensitive content leading to faster updates. Expected time to complete and publish updates were to be reduced by 30%.Created custom specifications for use in Product Management pilot programs and delivered these specifications 60 days early in order to allow the pilot merchants to code their systems prior to the software delivery. Partnered with fellow technical writer to create a RoboHelp based Webhelp system for Card Not Present specifications to facilitate robust searching and delivery of content to software developers. Reduced research time for developers by 25%.

Merrimack, Nh

Worked extensively with Business and Systems groups to analyze and document concise, high quality requirements for the Integrated Single Client Feed Edits Project. This included the documentation and design of requirements and screen mockups for an error reporting/error correction solution. Worked with client teams and Ops Readiness representatives to roll out solution to selected clients as part of solution pilot program.

Fidelity Investments, Merrimack Nh

Responsible for multiple documentation projects with strict deadlines. These projects included Manual Calculations documentation, Pension Benefits documentation, and Retirement Initiation documentation. Analyzed and performed gap analysis of Documentation Team’s Online Style guide in order to improve ease of use and accuracy of content. Redesigned look and feel of site and worked with Web Developer to include placement of website sections and re-writing of content. Managed a Retirement Initiation documentation project which included managing two additional writers. Project included the analysis of requirements, creation of templates, and fostering relationship with Subject Matter Expert to facilitate completion of project on time.Re-structured over 300 process maps for Business Operations to correct swimlane inconsistencies and errors. This streamlined how the process flows represented the relationship between the functional unit or department and the business process.

Bachelor Of Arts - Ba, English

Technical Communication Certificate