Technical Writer, Vendor and Contract Management

Responsible for leading a team of Document Quality Analysts, building a shared understanding of CMIPS; training and mentoring staff; supporting and assisting team members; and addressing and removing impediments, obstacles, and blockers for deliverable authors to ensure deliverables, reports, and work products are completed on time and within budget and scope.

Business Analyst on the Applications Development team responsible for reviewing and editing DEDs, Deliverables, and other business documents, such as Change Requests and Work Products, to improve readability and make sure they comply with applicable style guides and project contract guidelines.

Technical Writer and Business Analyst consulting to various consulting companies, state agencies, and programs, including the California Department of Technology (DCT), California Department of General Services (DGS), and Medi-Cal Program Integrity Data Analytics Project (MPIDA) to perform the following functions:• Developed marketing materials.• Created a Cloud Readiness Playbook. • Managed the Departmental Product Backlog.• Facilitated Daily/Weekly Sprint Standup Meetings and Agile Working Sessions.• Worked with Developers and SMEs to draft, revise, and finalize User Stories, Acceptance Criteria, and Test Scenarios.• Monitored and reported on Sprint Items as they move through the Development, Functional Test, Quality Assurance, and Production Environments.• Developed privacy policy and security documentation, machine-learning algorithms documentation, risk scoring/ranking equations documentation, and user software documentation.• Developed valid and reliable data and statistical models, data element dictionary, and report documentation.• Documented the system architecture.• Create and edit test cases, training documentation, and system help text.

Technical Writer supporting the Delta Dental Administrative Services Organization (ASO) Takeover Contract Management Office team. Responsible for updating manuals and plans to comply with the new state contract.• Reviewed and updated project manuals and plans to ensure compliance with new state contract.• Addressed SME comments to ensure accurate content and compliance with project standards.• Developed and utilized standard style guide and templates to ensure consistent documentation.

Senior Technical Writer on the Business Development Team responsible for reviewing and editing proposal text to make the information easier to read and understand, to provide the proposal with a single voice, and to better position Trinity Technology Group as the vendor of choice.• Created and maintained a SharePoint repository of employee resumes and project language to ensure consistency and better align Trinity Technology Group when responding to bids.• Drafted and edited marketing materials, including brochures and blogs.

Technical Writer on the State of California Correctional Health Care Services (CCHCS) Project. Bridge Technologies and Solutions was subcontractor to the main contractor, Verizon.• Performed requirements analysis for complex enterprise-wide solutions.• Developed methodology frame works and software development life cycle processes.• Performed analysis of legacy systems to provide an architecture baseline and/or reverse engineering requirements.• Performed alternative analysis to support the project concept phase of a solution.

Technical Writer on the FI$CAL Project, an Enterprise Resource Planning (ERP) project. Cambria Solutions was a subcontractor to the main contractor, Accenture.• Worked with the Accenture team leads to create and edit a variety of technical and nontechnical documents (e.g., Deliverables and work products) for a new PeopleSoft integrated financial management system for the State of California.• Participated in working sessions with the Accenture team leads and client to better understand what the users need and want in terms of applications and documentation, and revising documentation based on these sessions.• Ensured Deliverable documents are compliant with Deliverable Expectation Documents (DEDs), the Prime contact requirements, and Writing Style Guide standards.• Created user documentation, including how-to guides, quick references, quick cards, and cheat sheets.• Assisted the Accenture team leads with edits to text of previously prepared documents to reword and generally strengthen material for client's review and approval.• Collaborated/coordinated with other team members on document reviews using SharePoint.• Worked with the PMO team to manage and track document reviews and submissions.

Instructional Designer and Trainer on the California Employee Development Department (EDD) Disability Insurance Automation (DIA) System Project. Global Touchpoints was a subcontractor to Deloitte.• Actively participated as a cross-functional team member to collaboratively develop training and Train-the-Trainer (TTT) materials, including storyboards and courses, to support implementation of the new internet-based EDD DIA System, focusing on Workers’ Compensation and Recomputations.• Worked with system developers and functional designers to develop training materials from business specification documents before functionality was available in the training environment.• Coordinated and facilitated delivering dry run and walkthrough sessions of the storyboards and course materials with EDD managers, trainers, and subject matter experts (SMEs).• Collaborated with technical team members, including developers and testers, to clarify functionality and technical accuracy of training documentation.• Reviewed and researched comments and questions about the training materials, managing the responses, and escalating parking lot questions, including obtaining management approval of the answers.• Worked with the data team to develop data to use in training scenarios.• Delivered TTT sessions to EDD personnel using adult learning theory methods.• Provided training to state trainers to prepare them to deliver a training course for a new business system affecting over 1,000 end users across the state of California.• Delivered live presentations and provided instruction during hands-on system functionality training and end-user training curricula.• Assessed the preparedness of the state trainers to present the training curricula, including their functional understanding of the new system and their presentation and training skills.• Provided technical support to EDD trainers during training sessions.• Facilitated the knowledge transfer process to the EDD trainers.

Computer-Based Training Developer and Technical Writer on the CalPERS Pension System Resumption project, the world’s largest public employee retirement system. Transitioned from Technical Writer position to the Computer-Based Training Developer position because all deliverables were submitted. Sagitec was a subcontractor to the main contractor, Accenture.• Developed Computer-Based Training (CBT) and TTT materials, focusing on health enrollment, for new Internet-based next-generation pension processing system for internal program and Information Technology Services Branch (ITSB) staff, external business partners, and external members using adult learning theory methods.• Validated learning activities in the training environment to ensure the system performed as designed.• Developed course assessments in Captivate to monitor student progress and make any necessary course enhancements.• Tested CBTs uploaded to the Learning Management System (LMS) to ensure they functioned properly.

• Managed project teams from inception through delivery.• Edited Deliverable Expectation Documents (DEDs), Deliverables, Wikis, Online Help Documents, Process Change Guides (PCGs), and various other technical documents to improve readability and to make sure they comply with applicable style guides and project contract guidelines.• Managed the submission process and worked with project teams to ensure prompt delivery of deliverables to client.• Managed the project deliverable schedule/calendar to meet all client deadlines.• Ensured all deliverables and work products were in compliance with project policies, procedures, and contract standards.• Managed, designed, and developed client deliverables.• Edited Instructor-Led Training (ILT), On-the-Job-Training (OJT), and CBT materials for internal program and ITSB staff, external business partners, and external members.• Developed writing help guides and led writing help sessions for deliverable authors, including non-native English speakers.• Prepared proposal documentation to obtain new contracts.• Developed and edited marketing materials, including white papers.

• Project managed development of a national operations center procedures manual including hiring and managing a contractor.• Project managed development of a multi-family lending process operations manual including coordinating with SMEs, managers, compliance, legal and senior vice presidents to draft, review and publish documents online.• Designed, administered and managed collaborative web sites for use by commercial personnel nationwide.• Project managed research and writing projects to develop training materials for MFL sales and loan processing positions nationwide.• Developed online glossary for use by commercial personnel nationwide.• Project managed other projects including scanner and RightFax deployment for all MFL employees.• Performed research, drafted training materials and coordinated review of documents with SMEs.

• Project managed editing tasks and coordinated team consultants in collective effort for the successful iterative implementation of a large-scale documentation project.• Co-chaired consultant interviews and prepared behavioral style interview questions.• Interviewed subject matter experts, gathered and documented information regarding process flows for the EduStar system, an in-house student loan processing system.• Conducted committee meetings between technical and business units to ascertain development consensus.• Analyzed gathered information and developed data into process flows tailored to a broad-based audience using Visio, FrameMaker and RoboHelp.• Researched online student loan system and constructed EduStar Help Module User Screen details.

• Managed enterprise-wide projects for National Operations using Multi-Project Management methodology, including monitoring master schedules and milestones.• Developed lending policies, guidelines and procedures, National Operations policies and procedures, loan program and product guidelines and updates for all. • Recruited, hired and trained policy analysts.• Assigned and reviewed writing projects.• Reviewed, revamped, documented and implemented new Broker Approval process nationwide.• Drafted and implemented procedures and forms for Verbal Verification of Employment process.• Developed and implemented policy and procedure process.• Drafted process flow for New Branch Opening Process to be used in all 50 states.• Developed procedures and worked with IT to implement new EDI process.• Updated documents and maintained an electronic library of all published policies and procedures.• Developed intranet site to enable corporate-wide access to essential documentation.

• Managed in-house projects and project documentation from the planning phase to the operation phase using Multi-Project management methodology including the installation of a backup generator system, yearly disaster recovery and business resumption planning and testing, online policy/procedure/form publication, and an annual policy/procedure/form audit.• Designed, wrote and edited documents stored on a Lotus Notes Database consisting of approx. 2,500 procedures, 125 policies and 175 forms for an operations unit of 400 associates.• Designed, programmed and published forms on Lotus Notes.• Coordinated publication of policies and procedures on Lotus Notes.• Developed online publication policies and procedures to streamline the publication process and to ensure system security.• Coordinated training of 400 associates on policies and procedures.• Developed and led policy and procedure training sessions.• Received accolades for successful disaster recovery test documentation.