Wayne Lanham Email & Phone Number

Dulles, Va

Ashburn, Va

Documentation Lead, for Key Orchestration, a cyber security key encryption product. Produced all Customer Guides including Installation, Configuration, Web version Administration, Command Line Menu System version Administration, Integration Guides with Linux-based and Windows applications. Created Style Guidelines as a basis for all documents. Excellent attention to detail for technical editing and consistency throughout all documentation.Worked in an Agile environment with regular usage of JIRA and Confluence. Performed technical review on web page content and marketing slicks, and provided feedback for updates.Interacted with OASIS KMIP Technical Committee, and assisted with FIPS Certification process documentation.

Falls Church, Va

Documentation Specialist on-site at ATF NTC (National Training Center) in Martinsburg, WV, working on eTrace 5.0 project (firearm tracing application).The effort included the analysis, editing, production, and review of CDRL materials to include: • Statement of Work (SOW)• Deliverables (project schedule, project management plan, functional requirements review/update, test plan review/update, use cases, task statements, user manuals, weekly status reports, problem reports, draft design documents, implementation plan)• Data Migration Plan• Design Specification Interacted with all personnel and had daily direct contact with the client. Utilized the application to test functionality and facilitate proper documentation. Utilized MS Office, MS Lync, SecureChat, VPN. Participated in mandatory training courses:• Information Security Awareness/Rules of Behavior• IT Security Role-Based Training/Contingency Planning• IT Security Role-Based Training/Vulnerability Management• Records Management• Occupant Emergency Plan• FEMA National Incident Management System

Prince William County, Va

Assisted MIS Coordinator in a multi-user environment in diagnosing, troubleshooting, and resolving end-user issues with software or hardware operation including COTS and specialized applications, printer functionality, machine operations, mapping to peripherals and network drives. Coordinated the installation of computer equipment and software as necessary. Tracked and managed asset assignment and disposal through manual inventory and in the electronic inventory management system (ITIMS). Worked with end users and the Help Desk to direct issues properly. Assisted with computer setup and space management (cube setup) for new hires. Updated and installed software apps for end-users (MS Office, Adobe Acrobat, Enercalc, GStabl7, Sprint Aircards) and provided guidance/training as necessary. Prepared various documentation and notices using MS Office.

Herndon, Va

Used RoboHelp as the primary tool to produce and deploy online context-sensitive Help system for Vovici's survey application software. Used SnagIt software to create screenshot graphics to reinforce the Help topic text. Worked in a multi-author environment to develop content, helped define Vovici style guidelines and formatting standards, and produced user guides. Produced corresponding PDF version of user guides to be downloaded for reference. Uploaded pertinent documents to company intranet. Worked with functional specification documents from Development team to formulate topic plan and outline. Regularly interacted with SMEs to understand functionality and worked with other personnel as necessary including Marketing, Technical Support, and Training. Familiar with the use of templates, stylesheets, and working with documents in source/version control.

Herndon, Va

Supervised five Customer Service Engineers and provided direct support to customers through phone and email. Monitored outgoing correspondence from Vovici reps to clients for accuracy and professionalism. Monitored appropriate logging of trouble tickets and technical notes. Maintained coverage schedules for Customer Service group and provided second-level support to clients/Customer Service personnel. Ensured appropriate training was available and acted as mentor/trainer to Customer Service personnel. Provided feedback to supervisor as requested, presented status on issues and metrics reports to management. Conducted meetings with Customer Service team to present status and issues. Conducted interviews and employee performance reviews. Maintained close interaction with Sales, Development, and Executive personnel. Produced procedural technical documentation entries for knowledge base forum, and utilized web resources to help research error messages/resolve issues.

Herndon, Va

Provided technical support for desktop and server versions of web-based survey software tool. Worked directly with clients to provide information on product usage and technical features using verbal and written instructions. Conducted walkthroughs, analysis of survey data, created/monitored trouble tickets, created problem/resolution documentation and instructions for clients, logged software bugs and followed up with appropriate personnel. Occasionally provided HTML code to tailor a survey question to the customer's needs. Technologies included HTML, XML, MS Office, Windows 2003 Server/IIS 6, IE/Firefox browsers, UltraEdit, Adobe Acrobat/Reader.

Herndon, Va

As a contractor, provided environment/execution technical support in IST (Integrated Systems Testing) group. Performed end-to-end testing in a Cobol/mainframe environment focusing on Y2K preparation. Expected results were verified in databases and in downstream datasets and reports. Performed troubleshooting, analysis and resolution of problems, and documented system faults in PVCS Tracker and TSO datasets. Test release setup included updating release panels, performing copy ups, binds, imaging of tables and databases, restoring of databases, monitoring of onlines, processing database conversions, cleanup of old datasets, updating central codes, building secondary indexes, and running true ups.

Herndon, Va

As a contractor, worked on a job stream and JCL standardization project. Renamed and updated all DQ-Tax application components including procs, control members, copylib members, programs, and JCL members. Standardized all JCL formatting and naming conventions according to Sprint specifications. Environment was Cobol/mainframe with IMS/DB2 databases/tables. Used SCHK and PREP utilities to verify JCL and maintain consistency across applications. Recompiled programs, submitted PANAPT move requests to stage components for moving into production environment. Researched and implemented scheduling requirements using CA-7 scheduler application. Updated existing online runbooks for each job and created new ones where needed. Tested application to ensure compatibility across systems. Acted as on-call contact for a warranty period of two cycles after implementation to ensure successful changes.

Herndon, Va

As an AT&T employee, provided production support for billing applications, executing daily flows and three monthly billing cycles. Environment was Cobol/mainframe. Provided troubleshooting and problem resolution on a 24x7 basis. Created component staging maps for test releases, and moved appropriate components into production libraries as scheduled. Interacted extensively with team personnel, AT&T Customer Service, and customers to resolve billing problems. Served as an Analyst for Business Operations Systems Support and provided problem resolution support for APS/RPS/UPS billing systems. Performed call data analysis, verification and corrections to the Contracts database. Generated ad hoc reports using Image Group software and provided call detail reports to customers as requested. Logged trouble tickets with problem/resolution information.