Documentation Specialist Resume
SKILLS SUMMARY
• Initiated and conducted needs analysis for global ERP
• Wrote style manual for training documentation
• Edited and Managed training document revisions
• Developed corporate work flow documentation
• Provided quality review for customer support documentation
• Edited and Maintained centralized process documentation
• Developed formatting standard for document control project
• Developed templates for customer facing documents
EXPERIENCE
Randstad Temporary Agency / –/
Assignment: Cabot Corporation, Billerica, MA
Global Document Control Specialist
• Wrote and edited internal training documentation for global corporation ERP standardization project including five separate order fulfillment revenue centers: Order to Cash (order fulfillment), Plan to Deliver (production), Data Management, Requisition to Pay, and Record to Report (A/R, Credit, Collections).
• Became skilled user in two new software systems to create training documentation and training applets.
• Identified gaps in documented business specific processes.
• Interpreted and edited technical documents written by non-native English speakers.
• Developed style and formatting standards, writing style guide and resource documentation.
• Met all time and turn around milestone requirements.
Access Telemarket, Methuen, MA –
Business Consultant
• Inside Marketing Rep for BB telemarketing company. Managed wide variety of industries including hospital pharmacies, attorneys, banks, manufacturing and order fulfillment. Developed sales leads, educated potential business customers regarding features and benefits.
• Conceived and developed niche business for personal service and sudden event planning. Marketed via promotional brochures. Business required exceptional organizational skills, ability to respond quickly to suddenly changing circumstances, and the ability to remain calm in the midst of chaos, while anticipating client needs.
Agilent Technologies, Andover, MA –
Global Documentation Training Specialist
Managed training document project for two worldwide function teams; edited content submitted by subject matter experts and core team members; converted content documents to training software format using Oracle Tutor i.
• Developed writing style guide that unified formatting standard for training documents
• Created framework for document control process team including procedures, naming conventions, courseware revisions and instructor revision notifications
• Edited and managed both new and revised versions of training documents focusing on clear, concise documentation, standard format, and revision control
• Co-authored new document control system that included managing change requests distribution, archiving and maintenance for polices and procedures
• Initiated and conducted needs analysis to develop new customer service delivery software
• Designed document templates to facilitate interface development and data migration
• Wrote process documentation and training materials for multiple segments of the Order Fulfillment process
• Documented processes for new program implementation
• Managed writing/reviewing process and publishing schedule for Subject Matter Experts, Technical Reviewers for order fulfillment restructuring project
• Provided project start-up guidance to four different order fulfillment departments for training materials development
• Planned successful global face to face five-day international conference at an off-site location
Hewlett – Packard Company, Andover, MA
Business Process Analyst –
• Documented and standardized service contract processes and product structure
• Provided product, marketing program and technical expertise on configurations, policies, processes, systems and procedures
• Managed escalated customer service calls, requiring strong knowledge of all support products and medical hardware products
• Documented department policies and developed standardized processes for contracts department
• Audited ISO quality documentation, resulting in continued ISO certification
• Implemented improved record retention documentation process for Support Department,
Customer Service Representative- Managed service contracts for multiple geographic districts for medical and analytic product lines, including consulting with both field representatives and customer contacts to maintain accurate equipment lists, renew contracts and sell contracts on new equipment in a timely manner. Position required ability to discuss appropriate equipment service options with hospital personnel from CEO to Biomeds.
EDUCATION
Boston University, Boston, MA BS/ Education
Hartford College for Women, Hartford, CT AA/ Liberal Arts
(Now part of University of Hartford)
CORPORATE SPONSORED TRAINING AND SOFTWARE EXPERIENCE
Oracle UPK – Human Resources CET – Lotus Achiever – Lotus Notes - Snagit - Oracle Tutor i – Project management – ISO Auditor – Information Mapping – TQC – Effective Writing Skills – Training Needs Analysis and Evaluation – Visio– Report Writer - MS (Word, Excel, Power Point)
LEADERSHIP AND COMMUNITY SERVICE
President- Hadassah Southern Merrimack Valley Chapter – Current
• Developed grassroots fundraising projects
• Implemented business controls to monitor expenses
Merrimack Valley Jewish Federation Board of Directors -
Reading Literacy Volunteer –
Soup Kitchen Volunteer - Current
First Night Boston – House Manager –
• Monitored crowd control, visitor safety, and preservation of sites. Management duties included site setup and clean-up, and safety. Primary liaison between First Night management, site representatives and performing artists.
• Responded to restricted site requirements at Federal Court House during the Millennium celebration by devising an ad hoc check-in facility for electronic equipment, and other proscribed devises that provided supervised storage and % accurate return to correct owners.
PROFESSIONAL ASSOCIATIONS
National Association of Female Executives (NAFE) - Current
