Create and maintain user documentation for various software products that are created by Plexis and business partners. Create User Guides, Release Notes, and other documentation relating to Plexis products. Migrate existing PDF formatted documentation to online documentation site using Document360.

Research and resolve client issues with Plexis products and related tools. Setup simulated environments on virtual machines (VM) to replicate issues the clients were experiencing.Assist clients with the configuration, setup, and maintenance of Plexis software products which include system, network, client server, and database issues. Resolve complex problems relating to the administration of governmental or commercial health insurance programs for US and international clients. Thoroughly document, track, and escalate software defects or enhancements to development.Wrote custom SQL scripts to fix data that was incorrectly entered by clients or caused by a software defect. Train users on the Plexis various software, create, and maintain product documentation and assist in QA testing of software releases.

Researched legacy online and batch programs in the current Billing System for billing transaction logic to be recreated in the new Billing Modernization System. Researched COBOL code and databases on IBM Mainframe. The Billing Modernization System utilizes AngularJS UI, Micro-Services and Drools engine.Liaison between Mod Billing project and the Financial Activity Monitoring (FAM) project, a new billing analytic dashboard. Advocated for FAM data requirements and provided critical communication between the two projects.Reviewed and reported issues found with the Billing data migrated from legacy system to the new CCDM tables for Billing Modernization Project. Created and maintained project updates and documentation on the FAM and CCDM Data Model projects.Created user stories, acceptance criteria and technical tasks for each Sprint using JIRA in SAFe 4 Agile methodology.

Developed and recorded Instructor-led and Web-based trainings for various software applications, Test Data Management, Agile Designer and Projects & Portfolios Manager, using CA PA eLearning authoring tool (CA’s version of Oracle User Productivity Kit).Performed technical walk through of courses on virtual machine environments, updated course content to reflect discrepancies and reported issues with the data or environment to VM engineers. Interviewed SMEs to gather course content and gain understanding of how the software worked.Created lab guides, student guides and course descriptions for eLearning courses.Created graphics used in course materials.Designed questions for course certifications.Proofread and peer-reviewed online user documentation and made comments to staff for corrections.

Created and maintained Health Informatics Services (HIS) Team’s SharePoint 2013 site. Created Project Dashboard to quickly view the status of a project and access the related documents. Created pages, lists, libraries and workflows to support the team’s project and communication needs.Created business and systems documents. Documents include procedures, user guides, team desktop manuals, system operation, recovery instructions, project proposals, business requirements, test scripts, templates, presentations and system design documents.Was responsible for upgrading the Health Informatics Services Team’s SharePoint 2007 site to SharePoint 2013 site collection. Redesigned the site and combined the team’s website content, utilizing new features in SP2013. Trained team members on SP2013 basics and how the new site worked. Created content and custom graphics for the site.Updated user guide for in-house software to keep in sync with screen and functional code changes. Responsible for creating change plans and content, and testing and implementation of each release.Mapped the source of database tables used in in-house software for uploading into Informatica. Read through hundreds of Linux shell scripts and SQL programs to determine the source of data.

Created business and systems documents. Documents include procedures, users manuals, system operation, recovery instructions, project proposals, newsletters, presentations and system design documents.Created documentation templates with consistent look and organization to be used for internal and external documents.Participated in system design sessions, proofreading and editing of prepared documents, research assimilation, interpretation, formatting and publishing of information on new tools, systems and materials.

Analyzed, documented and determined how to convert hard-coded logic into PEGA System business rules. Project involved over a thousand programs for a large Claims system. Created spreadsheet of complex adjudication rules in Claims online and batch software to be converted into PEGA logic.Researched hundreds of legacy programs for hard-coded logic and determined appropriate fix to the code. Documented the fields and code that required changes.Created high level process flow diagrams of online and batch claims software in Visio.Wrote API document for PEGA programmers to interface with the Claims system.Wrote technical design documents and assisted programmers in understanding complex requirements. Reviewed programmers’ code for adhering to requirements and standards.

Enhanced and maintained the Collections online Help using RoboHelp 8. Created and updated hundreds of topics for each major release of the in-house software. Published the Help in multiple outputs, using ClearCase for deployment of Webhelp output.Wrote documentation plans for updates and enhancements to the Collections online Help.Coordinated with Quality Assurance and Build Engineers for testing and implementing online Help.Assisted in integration of Help into a one-stop User Training website, allowing over 7,700 business users access to the Help that did not have prior access.Identified and reported defects and inconsistencies in Collections software to Lead Developers.Gathered users’ requirements and wrote Technical Design documentations for defect fixes and enhancements to the online Help system.Developed standards and procedures for creating, maintaining and deploying the online Help. Documented the Help style guide and SOP in a RoboHelp knowledge base.Researched and created Batch Job Dependencies documents and diagrams to be used in migration of hundreds of Perl scripts to AutoSys software.Wrote and edited the SOPs, FAQs, and created process flow diagrams (Visio) for Production Support, Software Development, Change Management and Database Management processes. Organized, made searchable and improved the performance of IT team’s documentation in SharePoint for over 20,000 objects.Mapped source of fields on screens in the Collections software. Researched PL/SQL and Java code to determine the source of each field displayed. Designed and setup a MS Access database to store the field mappings. Setup WIKI knowledge base for the business users and IT staff.