• Acknowledged by Zendesk contact for the excellence of the Auvik Knowledge Base• Analyzing deficiencies in current documentation• Developing the Internal Knowledge base for Auvik which will be cross-functional for all departments.• Strategizing how to rapidly reinforce the technical Knowledge Base• Writing effective technical documentation for the Auvik Knowledge Base• Working with SMEs for the Auvik Network system• Supporting continued development of the training… Show more • Acknowledged by Zendesk contact for the excellence of the Auvik Knowledge Base• Analyzing deficiencies in current documentation• Developing the Internal Knowledge base for Auvik which will be cross-functional for all departments.• Strategizing how to rapidly reinforce the technical Knowledge Base• Writing effective technical documentation for the Auvik Knowledge Base• Working with SMEs for the Auvik Network system• Supporting continued development of the training system for Auvik users• Develop changes to the existing Knowledge Base to improve the user experience• Cross training other teams in technical writing• Designing and creating storyboards for video development• Editing documents to ensure proper flow, voice and technical accuracy• Coding HTML, CSS, Handlebars and Javascript to customize Zendesk Knowledge Base Show less

Identifying inefficiencies in business and Quality Assurance processes within Alberta Student Aid and laying the groundwork for improvements.• Creating PowerPoint presentations to engage stakeholders in the process mapping and change management for the project• Interviewing individuals to document work for process mapping• Completing GAP analysis for Quality Assurance processes

• Building an accurate Operations Report using Microsoft Report Builder and Microsoft SSRS with data from NAV and other systems• Using Power BI to produce internal reports on an internal website• Creating self-reporting tools for various areas of the business

As a Contract Technical Writer/Business Analyst I was responsible for developing a database to assist the University in creating and categorizing of internal process into a COSO framework.• Created a risk assessment and stakeholder engagement document that outline the best practices and stakeholder needs for developing a COSO framework• Chaired a workshop design meeting with internal stakeholders to ensure that the proposed framework address all current and future needs of the… Show more As a Contract Technical Writer/Business Analyst I was responsible for developing a database to assist the University in creating and categorizing of internal process into a COSO framework.• Created a risk assessment and stakeholder engagement document that outline the best practices and stakeholder needs for developing a COSO framework• Chaired a workshop design meeting with internal stakeholders to ensure that the proposed framework address all current and future needs of the stakeholders• Created documentation and designed the initial database table structure according to a normalized data design• Developed data input form to ensure that data entry was easy and efficient to use for a varying degree of user skill levels• Created documentation and designed a single source data management interface that maintained data integrity and provided for the ability to add an audit data to user entries• Developed and created documentation for custom query engine that provides users with a varied degree of database knowledge to export data to other applications for further data analysis• Linked the database to the current University’s spreadsheet repository. This allowed for the current data would align with the COSO Framework Standards• Created documentation for after data base deployment. This included troubleshooting, tips and tricks and COSO policy manual for the University Show less

• Working with subject matter experts and project managers to develop scope of work documentation for various project streams. • Developing detailed technical and business documentation for the new SCADA system. • Creating a comprehensive process map of the disaster recovery process for the new SCADA system and compiling and creating all the documentation to support the process. • Compiling information to create job aides to support SCADA Integration and SRSS Report Design.

• Developing documentation and an application to extract and transform accounts payable data retrieved from a variety of GLs, reverse engineer invoice data and attach appropriate amounts from tax GLs in order to allow for an audit to be conducted on the data.• Developing automated solutions using PMQA, Excel and VBA to support the business, reduce human error and improve delivery times and accuracy.• Backfilled for permanent reporting analyst over vacation. Ensuring that the budget… Show more • Developing documentation and an application to extract and transform accounts payable data retrieved from a variety of GLs, reverse engineer invoice data and attach appropriate amounts from tax GLs in order to allow for an audit to be conducted on the data.• Developing automated solutions using PMQA, Excel and VBA to support the business, reduce human error and improve delivery times and accuracy.• Backfilled for permanent reporting analyst over vacation. Ensuring that the budget project was not impeded during this time. Completed two complex Excel projects which organized and drew data from a variety of other files and organized it to the budget needs. Show less

• Reviewed existing processes• Interviewed stakeholders and SMEs to collect information on the processes• Documented all processes for creating reporting in a How-To step by step system• Set up SharePoint as a document management system

• Conduct feasibility study and develop business case for mobile application with a specialty keyboard for condensed phonetic English language and translation to normal English. Intended to be used as a tool for English as a second language training.• Performed research into the ability to create custom keyboards specifically for iOS including special characters, to translate from the condensed English to standard English on the fly and to create custom dictionaries for the condensed… Show more • Conduct feasibility study and develop business case for mobile application with a specialty keyboard for condensed phonetic English language and translation to normal English. Intended to be used as a tool for English as a second language training.• Performed research into the ability to create custom keyboards specifically for iOS including special characters, to translate from the condensed English to standard English on the fly and to create custom dictionaries for the condensed English language.• Developed feasibility and business case documentation.• Identified risks to project and suggested mitigation strategies• Created click thru of proposed application and created keyboard designs.• Gathered requirements, created use cases and system model Show less

• Subject Matter Expert for the CE LNR Operations team reporting needs and acting as Single Point of Contact to support the Operations managers, Team Managers and Agents• Owned the business requirements development for all LYNX reporting being supported in CE so that an automated self-serve version can be deployed for our stakeholders.• Analysis of data streams from new applications for usage reporting, completing data validation and report design in order to support adoption of the… Show more • Subject Matter Expert for the CE LNR Operations team reporting needs and acting as Single Point of Contact to support the Operations managers, Team Managers and Agents• Owned the business requirements development for all LYNX reporting being supported in CE so that an automated self-serve version can be deployed for our stakeholders.• Analysis of data streams from new applications for usage reporting, completing data validation and report design in order to support adoption of the tools into the frontline business processes.• Facilitate monthly meetings with Ops stakeholders in LNR to support a good working relationship with downstream partners, to discuss reporting requirements and keep up to date with issues arising in the business unit. Show less

• Maintained OneSource documentation for Assure• Developed Tier II metrics and portal to support agent improvement and tracking for PPO purposes.• Supported and developed in house applications to gather data from the frontline for further analysis to drive process improvement and efficiencies.• Completed deep dive analysis of agent and ticket data to identify agent behaviors that impaired the effectiveness of the Tier II teams.• Solely responsible for maintenance and set up of… Show more • Maintained OneSource documentation for Assure• Developed Tier II metrics and portal to support agent improvement and tracking for PPO purposes.• Supported and developed in house applications to gather data from the frontline for further analysis to drive process improvement and efficiencies.• Completed deep dive analysis of agent and ticket data to identify agent behaviors that impaired the effectiveness of the Tier II teams.• Solely responsible for maintenance and set up of SOLARIS / ORACLE servers to support report generation and minimize downtime. Show less

• Created documentation and presentations about the Escalation Team to explain our function for new frontline analysts• Project leader on EC3 redevelopment project, providing leadership and working with other areas of the business to ensure all needs were addressed while allowing the EMT team to move from an antiquated in-house application for their case management to a corporately supported tool.• Performed analysis of escalated issues to identify improvement opportunities for team… Show more • Created documentation and presentations about the Escalation Team to explain our function for new frontline analysts• Project leader on EC3 redevelopment project, providing leadership and working with other areas of the business to ensure all needs were addressed while allowing the EMT team to move from an antiquated in-house application for their case management to a corporately supported tool.• Performed analysis of escalated issues to identify improvement opportunities for team members and processes, and providing reports and presentations to the Assure leadership team.• Taking ownership of escalation cases, and working with various partners to bring them to a positive conclusion to increase customer satisfaction and loyalty.• Prime on the Loon Lake cable repair situation, working with the DMC, CSD, and Executive customer relations to facilitate repairs in the area. Providing data and analysis of ongoing issues for tracking purposes and to provide further support of improving the customer experience in a difficult situation. Show less