TECHNICAL WRITER/PROCESS BUSINESS ANALYST/ TRAINER SUMMARY
Results-driven Technical Writer / Business Analyst with extensive experience in developing clear, concise, and engaging documentation. Adept at translating complex technical concepts into user-friendly materials. Strong background in software documentation, training materials, and process documentation across multiple industries, including IT, aerospace, healthcare, telecommunications and environmental sciences.

CORE COMPETENCIES
• Motivated maven with a strong technical aptitude who quickly adapts to changing company needs.
• Cross-functional team player who effectively communicates according to specific audiences to ensure guides meet both quality standards and deadlines.


EXPERIENCE HIGHLIGHTS - https://www.linkedin.com/in/joanthomas

Designs & consistently delivers publications/courses on schedule using efficient time management skills.

Conscientious and thrifty worker who:

• Created a company Intranet site in HTML when costs for Microsoft’s SharePoint solution were too steep. As a team player, worked on both technical projects and interdepartmental policies.
• In addition to the design of team websites; as a SharePoint and Intranet SME, performed administrative functions on corporate websites.
• Evaluated solutions for an LMS, then prepared & deployed the solution for internal/customer training info.
• Acquired necessary software skills via free webinars without impacting deliverable schedules.
• Mentored new writers/contractors on departmental procedures & suggested efficient process changes.
• ISO auditing project benefited from my volunteer efforts and first-hand knowledge of operations.
• Created multimedia templates adhering to existing style guidelines for consistent quality.
• Developed/conducted in-house Knowledge Transfer training sessions and presentations both live and remotely; created eLearning quiz maker modules, both independently and in collaboration with SMEs.
• Effectively interviewed SMEs and resolved issues discovered in a timely manner, in person or remotely to create documentation and course materials.
• Maintained accuracy when creating/editing docs and training content by validating procedures, illustrating documents for clarity, in addition to basic spell checking and proofreading.

Project Management
• Defined project plans & worked with consultants to implement them. Managed multiple deliverables for software releases & created/implemented doc plans using Enterprise Resource Planning knowledge.
• Routinely documented and tracked software/hardware issues with development and quality control departments to increase the accuracy of data generated or documents written.
• Built rapport with SMEs by independently conducting technical research before requesting assistance, and shares information with others to improve their productivity by encouraging self-reliance.
• Independently conducted complex procedures and summarized data effectively. Managed multiple deliverables for software releases and created/implemented doc plans using Enterprise Resource Planning knowledge.

EMPLOYMENT HISTORY

Senior Process Analyst - UnitedHealthcare, Telecommute, Aug 2016 – present (full time, perm)
Telecommuting full-time as a Senior Process Analyst for UnitedHealthCare on the Provider Operations Change Management team. DOC liaison working with business units to create/publish/revise standard operating procedures.

Maintenance Programs Tech (Technical Writer Specialist) - American Airlines Maintenance, Tulsa OK, Feb 2016 – Aug 2016 (contract basis)
Bridging project work cards - Airbus A319/A321 (A320FLUS) & Boeing B787 fleets

Technical Writer - Level 3 Communications, Tulsa OK, June 2015 – Feb 2016 (contract basis)
Software migration invoice billing communications and training

Technical Writer - Spirit Aerosystems, Tulsa OK, 2015 – June 2015 (contract basis)
Maintenance Procedures for airplane wing/fuselage manufacturer

Technical Writer / Training Administrator - APS Technology, Wallingford CT, 2011 – 2015
Electromechanical, instrumentation & sensor design doc, IT support, Training LMS

Technical Writer - IPC Systems, Inc. / Information Systems, Fairfield CT, 2007-2011
Trading Systems Hardware and Software Documentation

Technical Writer - Colangelo (client was Diageo), Darien CT, 2011
(contractor) Create a SharePoint User Guide / Quick Start Guide

Senior Information Developer - Computershare / Transcentive Inc., Shelton CT, 2001-2007
Stock Options and Equity Compensation Software Documentation

Other Tech Writing
• Dictaphone Corporation / L&H - Voice and Text Product Documentation for the IHS Healthcare Division
• ADC Telecommunications / ADC NewNet - Short Message & Over-the-Air Message Service Telecommunication
• Bridgeport Machines - Computerized Numerical Control (CNC) Machine Operation and Programming Manuals

Sr. Environmental Scientist/Consultant -12 years at CCA / YWC

FORMAL EDUCATION
MS in Environmental Science, University of New Haven, New Haven CT
BS in Geology/Geophysics, University of Connecticut, Storrs CT

BYOD FOR TELECOMMUTING
Lenovo, x64 bit, i7 CPU @1.9GHz-2.11 GHz, Windows 11/backup TB; HS Internet (100 Mbps/ 22 Mbps)
Laptop-HP 17-p161dx, 64-Bit, 6 MB Ram, 1.9 GHZ, AMD Quad-Core A10-7300 Accelerated, Windows 10

SOFTWARE SKILLS
Microsoft Office Suite 365 ~ Word, Publisher, PowerPoint, FrontPage, Project, Outlook, Excel, SharePoint, Teams, Forms
Adobe Suite ~ Acrobat, Illustrator, Photoshop, FrameMaker, FrameScript, IXGen
Operating Systems & Interfaces ~ Windows, LINUX, UNIX, DOS, MAC OS10
Doc Control System/Database ~ Visual Source Safe Softfront/Track, Rational ClearCase/ClearQuest, Verint
Web ~ MS SharePoint, Dreamweaver, SurveyMonkey
Multimedia Graphics ~ PaintShopPro, Corel Draw, Snag-it, Visio, Smartdraw, Camtasia
eLearning & LMS ~ Lectora, Snap/Empower, Articulate Quizmaker, Epath
Help ~ ePublisher/WWP, RoboHelp, WinHelp
Telecommute ~ Remote Access, Citrix, VPN, WebEx, MS Live Meeting, Adobe Connect, Lync/Skype for MSOffice, Yahoo, join.me, Zoom

CERTIFICATIONS & OTHER TRAINING
• 2019 - UHC’s Agile Scrum Foundation & OSAM (Optum Scalable Agile Methodology) courses
• 2015 - Oklahoma WorkKeys Career Readiness Certified (79, 83, & 84 out of 90); Proficiency for MS Word (very effective) /Excel (moderate) & Typing (96% accurate, 46 WPM)
• Microsoft Office Specialist, Word 2007
• Adobe Certified Expert (ACE) for FrameMaker 7.1
• AMA's User Manual Technical Writing Seminar, and Productivity Point's Intermediate/Advanced Word
• Fred Pryor’s English Grammar Seminar
• Metrix ProveIT certificates for Acrobat 7/8
• Introduction to Project Management