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Business Systems Analyst • Technical Communicator • Training Developer

Demonstrated Competencies:

• Business Systems Analyst

• Creative problem solving

• Technical writing, publication design

• Process mapping

• Communication and presentation skills

• Training development and delivery

• Knowledge management

• Database Development

Professional Experience:

April 2007-Present Progressive Insurance, Mayfield Heights, OH

Senior Documentation Specialist/ Analyst

Major Accomplishments:

Conducted analysis of work flow and support needs for the Progressive Central System Services support group. Developed process, documentation and training and implemented the onboarding to the Remedy Incident Management System and the Knowledge Management for Remedy database.

Created a database of disaster recovery documentation for Progessive systems.
Worked with SMEs and developers to document current systems, restore procedures
and data flow. This effort culminated in successful implementation of disaster recovery procedures for complete failover between the Cleveland Data Center and the Colorado Springs location.

Provided support for the Progressive Usability lab. Defined requirements and documentation to launch a User-Centered Design forum and a Usability Knowledgebase website to share interaction patterns, best practices and test results across the Progressive organization.

1994 to June 2006 OfficeMax, Inc., Shaker Heights, OH

Project Leader, Digital Services 1999 to June, 2006

Lead a team of 3 to 5 project managers in development and support of the OfficeMax Print and Document Services department. Develop and review technical documentation and training materials, test software and hardware configurations, and deploy desktop publishing equipment and software in 1000 retail locations.

Major Accomplishments:

Development and launch of the Document Express web-based print and document management product. Participated in developing business requirements for web developers, tested website function and interface. Documented workflows and created technical documentation for retail customers and help desk personnel. Developed a technical training program for the commercial sales force to assist in new business development.

Researched and launched retail CD and DVD duplication services in 935 store locations. Developed the strategic plan for product launch and marketing. Partnered with vendors to develop product offering and create training and promotional materials.

Additional Projects:

Managed the development and deployment of Macintosh desktop publishing systems in 135 print production locations.

Designed and scripted the system build and restore procedure.

Acted as third level technical support for store locations with Macintosh hardware and software.

4/1998 - 4/1999Project Lead, Product Launch

Developed and documented the strategy for launching products, programs and technologies into an expanding chain of over 900 retail stores. The goal was to increase efficiency in field communication and improve profitability by eliminating store downtime during equipment upgrades and product rollouts.

Interviewed product managers and field staff to analyze processes, procedures and implementation issues to establish best practices.

Developed communication strategies and reporting guidelines between corporate offices and field management to encourage team building.

Developed an Access database to track store equipment upgrades, document implementation issues, facilitate information sharing between departments, and build a body of knowledge..

5/1995 - 4/1998Senior Business Systems Analyst

Supported 1000 retail desktop publishing locations as a help desk analyst on both Macintosh and Windows workstations.

Resolved technical issues with software and escalated hardware issues as needed.

Evaluated hardware and software for implementation in retail desktop publishing locations.

Published reports on common technical issues and customer service best practices.

1/1994 - 5/1995Art Manager

Designed catalogs, collateral, advertising and Annual Reports for the OfficeMax retail chain as it grew from 300 locations to 1000 locations. Created the first interface for OfficeMax Online and the first HTML version of the Annual Report.

Design and Art Direction:

Previous business experience includes working as a designer and assistant art director for The Sharper Image and Ogilvy & Mather in San Francisco, CA.

Professional Affiliation:

Society of Technical Communicators

The Information Architecture Institute

Usability Professionals Association

Additional Teaching:

Developed and delivered evening classes for the Lakewood Department

of Recreation and the Solon Board of Education

Education and Training:

Vocation Specific

2006

Technical Writing Certification program, Cleveland State University

2004

Apple Training, OSX Help Desk Essentials, Cupertino, CA.

2002

Train the Trainer Certification program, Cleveland State University

2000

Project Management for IT Professionals, Global Knowledge, Columbus, OH.

2000

Visual Basic 6, Cuyahoga Community College

1999

Troubleshooting and Maintaining PCs, Cleveland, OH

Additional College Coursework

8/1983- 8/1985 San Francisco State University, San Francisco, CA

9/1980-5/1983 City College of San Francisco, San Francisco, CA