• Conduct weekly instructor-led training for over 200 Harris County and Non-Harris County users (each month) on Criminal Justice Systems with confidential/private data: TCIC/NCIC (Texas Crime Information Center/National Crime Information Center), Texas Dept of Criminal Justice, JIMS (Justice Information Management System) Security, Civil Inquiry, Criminal-General Inquiry, SETCIC (Southeast Texas Crime Information Center) Warrant Inquiry & Entry, and D.A. Intake Management System.• Set up users’ subsystem clearances in Harris County Security Manager application. Train agency Security Administrators and Liaisons on user account creation, maintenance, and clearance process.• Create Security and JWEB Subsystem Overview Videos which helped users transition from Legacy Systems.• Determine customers’ work requirements and training requirements and developed use cases to help ensure products and services meet customers’ needs.• Write test cases/plans and conducted quality assurance testing to ensure application integrity.• Create process flow documentation, user manuals, installation manuals, and job aids for many internal and external applications, including the RoboHelp Server, the Microsoft eLearning Library, the eAppraisal Performance Management System, the Bereavement Services System, the Harris County Wiki, the Community Assistance Division System, and the Community Centers Application.• Create online help and training materials for Justice Information Management System (JIMS2) subsystems: Juvenile Casework (300-plus users) and Community Supervision (500-plus users).• Create and maintain Systems and Procedures content, including password-protected content for the County Auditor’s Intranet.

Clients: American International Group, Inc. (AIG) ExxonMobil Corporation, Inc. Retriever Payment Systems Stewart Title-Landata Systems• Documented work processes and cross-functional tasks using Visio software, which enhanced employees’ understanding of job responsibilities and inter-dependencies between departments. • Wrote policies and procedures for IT department that educated employees about job requirements and prepared department for auditors’ visits.• Created user manuals, job aids, and quick reference guides which helped to streamline work processes and enabled employees to achieve training objectives. • Developed training modules (Lotus Notes, NetMeeting, and Microsoft Office Suite) for worldwide Business Service Centers. • Prepared and managed electronic and hardcopy documents associated with Security & Controls (risk assessments, audit reports, service control statements, controls catalogs, and stewardship plans).• Ensured quality documentation was available to support audit (internal & external) compliance.• Provided day-to-day coordination of Information Management activities involved with Global Information Services/Global Operations/Security & Controls.• Managed the document control interfaces between the corporate project teams, client teams, and security advisors.• Prepared data for archival and reuse in Security & Controls repository.

• Wrote technical content for maintenance releases and new development releases for a variety of documentation deliverables (requirements documents, design documents, test plans, security and controls, reference and user manuals, online help systems, CD-ROMs, Website content, CBTs, training materials, release notes, standards templates, and marketing collateral).• Managed documentation schedule of 7-member team that resulted in development of top-quality documentation for more than 20 new and re-branded products.• Initiated strategy for re-branded documentation that gained critical buy-in from key players (management, marketing, sales, software consultants, and development) and promoted consistency across product lines.• Implemented usability testing in documentation development lifecycle that enhanced product quality and raised customer satisfaction.• Created web-based repository for information (white papers, design specifications, presentations, project schedules, meeting summaries, and customer survey results) that enhanced the communication process among development team members. • Used Documentum to manage documentation files and create single-source documents and online help systems.• Recognized by company as top-performer with a Living Legend Award for producing high-quality documentation deliverables and implementing processes that enhanced employee productivity and streamlined processes.• Created electronic and hardcopy documentation libraries for three new development products in less than six months, which successfully merged different architectures, templates, development lifecycles, and production processes.• Spearheaded 6-member recruiting team and developed candidate screening process that enabled the Information Development department to fill four critical positions.• Initiated Newcomer Orientation program and co-authored mainframe reference manual that enhanced knowledge and skills of new Information Development employees.