Paul Phillips Email & Phone Number

Atlanta, GA

Alpharetta, GA

• Conducted interviews with liaisons in the Small Business, Residential, and Network business units to elicit the business rules governing the customer satisfaction survey process for surveying AT&T Customers regarding.
• Analyzed SQL stored procedures and COBOL programs to identify and document data points used to select specific types of interactions used for customer satisfaction survey results calculations
• Diagrammed end-to-end data flow from originating systems through Enterprise Data Warehouse delivery to the customer satisfaction survey team
• Gathered and documented requirements for future updates detailing design changes, survey population modifications, business rule additions and adjustments

• Liaised with program stakeholders (Director of Development, Program Management, Quality Assurance, User Experience) and other project team members to identify project documentation needs and ensure appropriate tracking.
• Established contact with co-workers in multiple cities (Tamepere, Finland; Dallas, TX; Mt. View, CA; Boston, MA) and conducted meetings to identify and implement processes and procedures for creating XML-based.
• Converted on-device help source for Symbian-based devices from rich text to XML for translation into 20-plus languages
• Documented XML-based on-device help process and trained team members to help support additional device-client development programs

• Facilitated the meetings for and developed the Business Requirements and Functional Specifications for the Enterprise Provisioning project, a complete redesign of the order management engine for EarthLink’s internal.
• Hand-selected participant for Project Panda, a strategic effort to identify weaknesses in EarthLink’s applied Software Development Lifecycle and to create new processes or streamline existing processes, where appropriate
• Designed and created a dependency mapping tool for the Registration Dependencies project to identify the relationships between programs and databases and to automate the creation of diagrams for analysis and.
• Completed the Serviceability Documentation project, an effort to capture the existing business rules, business logic, application structure and permissions in use during the service availability checking portion of the.

• Implemented the Requirements Analysis phase of the Software Development Lifecycle and served as one of the primary Requirements Analysts for the re-architecture of legacy applications onto the.NET platform
• Redesigned the year-end Rollover and Upgrade process and documented the changes for both internal and external audiences
• Designed and Created the end-user and training documentation for all new software products
• Standardized documentation policies and implemented them throughout the company

• Served on focus team for fostering cross-company/cross-group collaboration and communication among cooperating business units and development teams
• Participated in feature planning for product series to help steer the Field Service suite to better serve the user-base
• Worked closely with Requirements Analysis team to create effective development documentation
• Assessed design documentation for impact to documentation production and delivery to better develop and manage project schedules to meet production deadlines
• Implemented company-wide documentation policies within the development team, including ensuring consistency and simplicity of all Field Service documentation for localization
• Lead design, development and maintenance of end-user documentation for new and existing products (installation guides, user manuals, context-sensitive online help, release notices, “readme” files, troubleshooting.

• Researched and prepared a proposal for a best-solution help authoring tool to purchase and implement in-house for continued, expedited end-user documentation production (RoboHelp, RoboHelp HTML)
• Worked with U.S. Navy/Department of Defense civilian representatives to document software for naval engineers
• Interviewed programmers about product features and functionality for inclusion in all customer-facing documentation
• Developed, updated and maintained all end-user-facing documentation for all product lines, including context-sensitive online help, installation instructions, and read me file content