Sheri Graf Email & Phone Number

Spokane, Washington, United States

Served as release coordinator and technical owner of Quavo Fruad and Disputes application. General admin tasks as well as special projects as needed.Projects:Quavo Onboarding - Worked on the Quavo project core team to provide training, testing, and documentation for the Disputes and Payment Service Center teams

Spokane, Washington, United States

Worked on various projects including:- Project Office and ORM - Mapping narratives in Policy IQ using Visio for future use in LogicManager- HELLO Foundation - Gap analysis and mapping in Visio processes used by local agencies involved in the fight against homelessness- Project Office and ORM/FRAML - Provided a Microsoft Word template and tools in an effort to establish a consistent approach to compliance-based procedures- FRAML team - Provided assistance to the team as an Admin

Remote

Worked as support consultant to provide customers assistance with resolving issues and to answer questions about the Intuitive products and supporting software applications. Provided customers information about best practices, features and functionality, and system maintenance. Provided data cleanup and installations as needed. Interacted with the development team when a custom solution was needed.

Remote

Worked remotely as a tier 3 analyst to assist Intuitive ERP users resolve issues and to answer questions about the Intuitive products and supporting software applications while maintaining confidentiality when handling customer data. Assisted customers with determining best practices, exploring product features and functionality, system maintenance, and general database security issues. Provided billable services as required – product installation, configuration, and training. Provided data cleanup and installation services as needed. Served as a Knova KCS mentor and coach for new team members across the Aptean group of companies.

Spokane Valley, Washington, United States

Responsible for writing and editing work instructions and field installation guides for outdoor electronic equipment cabinets and integrated electronics used by the cellular industry. Also responsible for developing and maintaining department metrics, writing technical troubleshooting guides, and for the administration of the visual work instruction application (Visual Factory).

Spokane, Wa

Worked with the NERC/FERC Compliance team to evaluate, document, and implement a new enterprise-wide compliance application, CATSWEB. Tasked with requirements mapping and process flow documentation during the evaluation process.

Primary assignment was to assist the Enterprise Business Continuity Program (EBCP) with technical writing, editing, data collection, and training for business unit recovery plans during the early phases of the program. Additional documentation/editing assignments outside the EBCP consisted of work on the Electronically Stored Information and Smart Grid Security Policy documents for the cyber security program.

As a Technical Writer / Editor II - WTP, Richland, WA, I provided technical editing, content organization, edits for grammar and spelling, recommendations for improving content clarity and consistency, and prepare instructions for reproduction. Planned, wrote, edited, and proofread documents ranging from in-house training documents to departmental procedures.Reviewed document requirements and schedule with customers, Bechtel engineers and other WTP Project professionals, and coordinated word processing, graphic design, reproduction support, technical, and any additional editorial support.Worked closely with word processing staff to ensure the correct template use, formatting, and document numbering is assigned to each document. Transfered final documents to the document publication services team for inclusion in the InfoWorks system.

Senior Technical Writer Consona / Intuitive, Kirkland, WA - 6/2004 to 11/2008Managed the content, format, and production of new and existing technical documents for the Intuitive products, an Enterprise Resource Planning (ERP) software suite.Researched, created, and maintained online help, installation instructions, tutorials, user manuals, administrative tools, and reference materials for product implementation and end-user training.Prepared SQL Server database update scripts for connectivity between the Intuitive user interface (UI) and the online help applications.Supported the Quality Assurance team by testing and reporting on the functionality of the Intuitive features.

Worked with the Architecture team to establish new features and to document the process of transitioning from the legacy framework to the .NET framework. Also supported the Architecture team by identifying advantageous early adopter opportunities available to Microsoft Certified Gold Partners.Designed and documented a restructure of existing functionality within an Intuitive ERP module that would utilize new technology and give customers a more feature-rich and robust application. Developed online help, installation instructions, administrative tools, and supporting materials for software, hardware, and technical procedures.Served as the Microsoft Certified Partner Program Administrator. Organized and executed product compliance testing required to achieve Microsoft Gold Certified Partner status. Produced SQL Server database diagrams which were designed to give customers interested in modifying the Intuitive SQL Server database a general overview of the table structure.

Worked closely with customers to resolve issues and answer questions about the Intuitive products and supporting software applications while maintaining confidentiality with regard to customer data.Researched data issues by accessing customer databases remotely or locally as needed; the Intuitive ERP database was originally MS Access and was later transitioned to SQL Server.Trained and mentored new support personnel and managed workflow and assignments for the team.

Tracked production trends and implemented ERP system.