Technical Writer - Lesley Devonish
LESLEY A. DEVONISH
7512 DR. PHILLIPS BLVD.
ORLANDO, FLORIDA 32819
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PROFESSIONAL BUSINESS PROFILE
As an International Technology Trainer, Technical Writer, and a Business Development Specialist, I possess over 2 decades of professional work experience providing training and various types of technical documentation and essential policies. I have experience in teaching software, teaching staff how to protect against insider threats and working in the arenas of eDiscovery, legal, medical, banking, real estate, insurance, transportation, military, government, waste management, communications, non-profit and more. Proficiently, I teach over 40 software packages and I have trained over 5K people in my career, including Ivy League college graduates that are lawyers and doctors, as well as administrative professionals and all levels of staff. I oversee and complete projects in a professional, timely and organized manner and I am committed to excellence, competent under pressure, maintains company confidentiality and accustomed and comfortable working with all cultures. I'm very proficient using and teaching the suite of Microsoft Office 365. I use SnagIt, Adobe Professional, Forms, Basic SharePoint Administration, Learning Management Systems and have participated in multitudes of technology migrations, go lives, technology rollouts, and upgrades for large, medium and small companies. I worked onsite and remotely for companies as requested.
PROFESSIONAL ACCOMPLISHMENTS
Technical Writer and DRP Planner for Technology Policies and Disaster Recovery for JTA
Technical Service Advisor for Microsoft Corporation
Trained large, small group and one–to–one user nationally and internationally
Published over 100 in-house computer reference guides for various corporations
Trained the U.S. House of Representatives and U.S. Senate Staffers on Capitol Hill in DC
Worked as a I.T. trainer and technical writer in diverse industries and presented Ask-the-Trainer events
Rolled out and created Training–on–Demand (“TOD”) and links videos for computer training
EDUCATION & TRAINING
Penn Foster College – Obtaining Bachelor of Science Degree in Criminal Justice – Present 2019
Microsoft Corporation –Windows 8 – October 2013
Prince Georges County College - Meeting and Event Planning Courses - March 2010
Roger McMann – High Tech Learning Center - Bethany Beach, Delaware – Microsoft Office Certifications
Murry Bergtraum H.S. for Business Careers New York, New York
TECHNICAL CERTIFICATIONS AND CERTIFICATES
BrightTALK Certificates of Completion – Protecting Against Insider Threats, Cross Border eDiscovery, Cyber Security and Law Firms, State of eDiscovery and several more - 2019
Certificate of Mastery in Business Writing - 100% – HR Halogen – July 2019
Microsoft Community Trainer – January 2017
Microsoft Certified Professional – (“MCP”) – Windows 8 – October 2013
Epic Optime Credentialed – University of Maryland – October 2011
Microsoft Office Certified Master Instructor & Specialist- April 2005
UniCenter Service Desk Manager – Northern Virginia – 2002
Certified Train the Trainer Consultant – Chicago, Illinois – June 2000
PROFESSIONAL WORK EXPERIENCE
BUSINESS DEVELOPMENT SPECIALIST
KLDISCOVERY, ORLANDO, FL - February 2019 – Present
As part of the remote Client Information Response-Sales Operation Team, I respond to a wide range of clients and potential clients sharing with them how their data is efficiently and confidentially protected by answering their Security Assessments, RFI’s, RFP’s and/or RFQ’s for eDiscovery and various technologies we provide. I correspond with team members, various SME’s within Global Sales/Marketing, Global Legal Technologies, InfoSec, Client Services, Legal/Compliance, Human Resources, Application Development, Software Engineering, Solution Architects, Senior Consultants, Analysts, Project Managers and such like, to provide updated and accurate responses in a timely manner. I fully use the Microsoft Office Suite, as well as Skype, WebEx, Adobe Acrobat XI Pro and more for everyday tasks, meetings, communications and collaboration. Attend training and webinars on Halogen Strategic Talent Management software BrightTalk for continued IT learning, professional development, and growth. Use Loopio and SharePoint reserves to respond to client security assessments regarding the following subjects:
Agile SCRUM methodology
Anti-Virus
Audits (internal and third party)
Business Continuity
Business Resiliency Program
Chain of Custody
Change Management
Cloud Technologies
Computer Forensics
Cross Border Work
Custodian Management
Data Center Security and Standards
Data Collection Services - Storage
Destruction (Certificate of Destruction)
Disaster Recovery – RTO/RPO
DoD 3 Pass
EDR/ EDRM
Email/Email Containers
Encryption - Data in Transit/Rest
Enterprise Applications
Escalation Procedures
Human Resources
Information Governance
Intrusion Protection System
Intrusion Detection System Legal Compliances
Legal Hold Management
Malware
Network Architecture
Network Security
Non-Disclosure Agreement
OWAPS
Penetration Testing
Predictive Coding
Privacy Standards
PriviLog Builder
Proprietary Software
Records Retention
Regulatory Issues
Risk Management
Scoped Data
Security Awareness Training
Segregation of Duties
Software Engineering
VPN/2-Factor Authentication
Vulnerability Management
Web Based Applications
Wireless Technology
Technical Certifications
EU-US Privacy Shield
GDPR
HIPPA
ISO/IEC
ITAR
PCI-DSS
SOC II
Swiss -US Privacy Shield
Technology Policies
Acceptable Use
Business Continuity
Change Management
Clear Desk/Clean Screen
Privacy and Confidentiality
Data Classification
Data and Records Retention
Disaster Recovery
Escalation
Asset Management
Information Security
Mobile Device Management
Password
Physical Security
Risk Management
Vendor Management
PROFESSIONAL WORK EXPERIENCE
ONLINE INSTRUCTOR, TECHNICAL WRITER AND CLASS DEVELOPER
THE KNOWLEDGE SUITE /I WRITE YOUR VISION – June 2018 – February 2019
Design a variety of courses for job seekers, entrepreneurs, technical learners and small business professionals using Office 365 tools and voice recording as well as dynamic, intuitive and instructional PowerPoint presentations for users worldwide. Users enroll to take the classes, learn and grow at their pace on their own time and its available to them 24/7/365. custom design, business plans, resumes, contracts and more.
TECHNICAL WRITER/TRAINER
MEMPHIS AREA TRANSIT AUTHORITY (“MATA”) Memphis, TN – February 2017 – June 2018
Met and collaborated with SME’s and various team members regularly to prepare to write, edit large and small pertinent documents written to support MATA Trolley re-entry and MATA Bus departments. Reviewed internal and external document matrix, license agreements and maintenance records.
Training Created and Provided:
Taught Microsoft Office 365 to executives and staff members
Created 2017 Training Plan and Policy for Trolley Operators/Mechanics
Created 2017 Training and Reference for Trolley Operators/Mechanics
Creating Occupational Hazard Analysis Training Class and Docs
Introduced Learning Management (LMS) to Trolley Operations
Used Citrix File Share for storing, retrieving and editing documents
Wrote and secured $25K Training Grant for MATA Created documents for MATA Trolley/Bus:
Evaluations and Testing Procedures
Reference and Training Manuals w/Evals
Vehicle Maintenance Procedures (“VMP's”)
Standard Operating Procedures (“SOP's”)
Advertisements and Checklists
Trolley Rule Book (Redesigned edit)
Human Resources Rule Book (edit)
Excel and PowerPoint Charts/Presentations
TECHNICAL WRITER
THYSSENKRUPP ELEVATOR – Memphis, TN – April 2016 – February 2017
Prepared ThyssenKrupp Elevator to receive and IPO and become a public traded company in the United States. I worked among a team of technical SME’s, Network Engineers, Infrastructure Analysts, and Compliance professionals who oversaw software, hardware, data center backups and various technology controls. Uploaded SharePoint announcements, shared documents, links, tasks, policies, processes and procedures. Organized and held meetings to acquire up-to-date current information, procedures and plans. Submitted important deliverables to Managers and Compliance Specialists for reviews and approvals. Created and wrote a variety of technical policies and procedures for:
Change Management
Configuration Procedures
Corrective and Preventive Actions
Disaster Recovery/Business Continuity Plan
Email
FTP - File Transfer Protocols
Hardening
Interfaces
Mobile Technology
Network - AD
Network Security Management and Sharing
Password Settings Physical Access Controls
Server Backup
Software Configuration
System Log Reviews
System Monitoring
System Patching
Technical on-boarding
Termination processes
Testing Procedures
Vendor Management
Virus Protection
VPN - Virtual Private Network
PROFESSIONAL WORK EXPERIENCE
TECHNICAL WRITER - (REMOTE EVENING CONTRACT)
PACE CENTER FOR GIRLS – Jacksonville, FL – June 2016 – July 2016
Provided customized technical documentation for a company-wide roll-out and created references for Windows 10, Microsoft Office 365, Word, Excel, PowerPoint, Outlook, OneNote, Skype for Business, OneDrive for Business, as well as training outlines for each software program, a newsletter template, Quick Tips, Quick Reference Cards. All work was performed for the Director of Information Technology, Mr. Matthew Parks.
TECHNICAL WRITER/ PRODUCT SPECIFIC TECHNOLOGIST
BANK OF AMERICA – Memphis, TN & Jacksonville, FL – April 2015 – March 2016
Worked among a team of nationwide SME's to include Vice Presidents, Engineers, Project Managers, and I.T. Operations professionals to provide a wide variety of technical writing documentation for the End User Computer (“EUC”) platform using BofA Hosted Virtual Desktop (“HVD”). Documentation types revised and designed include:
Citrix Eco System Designs (Visio)
Fit for Business Testing
FAQ's
QRC's
Infrastructure Solutions
Resiliency Plans XenDesktop
Product Standards
Risk Analysis
Visio Diagrams
Various Presentations
Lists and Spreadsheets
TECHNICAL WRITER /TRAINER
JACKSONVILLE TRANSPORTATION AUTHORITY (‘JTA”) Jacksonville, FL – March 2014 – January 2015
• Provided Microsoft Office Word and Excel technology training for staff members
• Reviewed current technology business models for adjustments to policies
• Used Oracle User Productivity Kit (“UPK”) to create and publish new content as needed
• Uploaded documentation into SharePoint for company users
• Wrote, designed and produced a variety of technical documentation
• Created and edited New Hire Orientation reference for Technology and Innovation Department
• Developed and wrote the User Technology Policy, Network Password Policy and Disaster Recovery Plan
• Organized and requested key deliverables from I.T. staff to build policies
• Organized and facilitated meetings relating to Disaster Recovery Plan and Technology Policy
• Developed, wrote and participated in the planning of JTA Technical Disaster Recovery Plan
• Developed, designed and wrote the following documentation:
JTA Technology and Innovation 2014 Annual Report
Acceptable Use Policy
Accessibility Standards Policy
Cellular Telephone Policy
Email Usage Policy
End User Computing Policy
Internet Use Policy & Network Policy
Laptop & Tablet Policy Password Policy
Server Security Policy
Service Level Policy
Social Media Use Policy
Technology and Innovation Standards Policy
Vendor Access Policy
Voicemail Policy
VPN User Policy
Wireless Use Policy
PROFESSIONAL WORK EXPERIENCE
• Reviewed current technology business models for adjustments to policies
• Organized and facilitated meetings relating to Disaster Recovery Plan and Technology Policy
• Re-wrote and uploaded “how to” help desk support steps SharePoint 2010 for I.T. users
• Created, edited and review Statements of Work and RFP’s
• Created and edited various communications to be distributed to All JTA Employees
• Created and edited Technology and Innovation Workflow and Responsibilities Reference for Senior Manager of Technology and Innovation
TECHNICAL WRITER FOR ROBERT HALF TECHNOLOGY (REMOTE EVENING CONTRACT)
TOTAL MILITARY MANAGEMENT, LLC – Jacksonville, FL – September - November 2014
Provided technical writing for a customized software program named Utopia, used to move military families around the world. The program hosted several modules for a variety of staff members to enter, navigate, update and double check the accuracy of movement for military families nationally and internationally.
TECHNICAL WRITER FOR ROBERT HALF TECHNOLOGY (REMOTE EVENING CONTRACT)
PACE CENTER FOR GIRLS (NON-PROFIT ORGANIZATION) – Jacksonville, FL – June – July 2014
Provided customized technical writing for the company-wide roll out for Microsoft Office 2013. This included, Word, Excel, PowerPoint, Outlook and OneNote as well as training outlines for each software program. All work was performed for the Director of Information Technology, Mr. Matthew Parks.
TECHNICAL SERVICE ADVISOR & TRAINER
MICROSOFT – Jacksonville, FL – October 2013 – April 2014
• Provided 1-1 technical training sessions, and OOBE for customers purchasing new devices
• Shared specialized knowledge, and expertly demonstrated and presented the newest product and service offerings across all devices
• Provided mini-training sessions daily and informative Answer Desk sessions for Microsoft business clients and customers
• Daily met with business clients to analyze various technical devices
• Provided sound advice and a wide variety of technical services
• Helped business clients and customers discover, enable, and implement high value Microsoft technology solutions and services to meet their needs and exceed their expectations for their devices
• Performed full PC Tune-ups and removed extensive malware and viruses and software
• Reimaged devices, reset devices, update and install software on various computer types such as Dell's HP's, Lenovo's, Sony Viao's, Windows Phones, Nokia Tablets, Verizon Tablets and Windows Phones and more
• Troubleshooter for email, hardware, and software issues and provided resolutions
• Added various email accounts to computers and telephones as requested
• Clearly identified and communicated potentially complex and/or costly repairs situations to business clients and customer before performed requested tasks
• Maintained an elite level of product knowledge of all Microsoft retail products, devices, and service offerings
• Continuously learned through, stand up, stand down, team challenges, frequent Microsoft Learning Management Systems (“LMS”), self-education and self-study
• Provided important closing statistics and notes for management and the entire technical team when closing the store
PROFESSIONAL WORK EXPERIENCE
TECHNICAL WRITER & I.T. SUPPORT SPECIALIST
ROBERT HALF TECHNOLOGY – Jacksonville, FL – January 2013 – August 2013
• Supported users providing via desk side, telephone, email, or remote access services
• Troubleshot, repaired installed, upgraded, fixed and assisted resolving a variety of technical needs in a totally company-wide Citrix environment
• Server/Farm Administration - Release users from hung programs as needed
• Handled special projects relating to Outlook and Active Directory in standardizations
• Approved new account creation for new employees and contractors
• Active Directory - search, modify, update, organize, give app access, move, create accounts
• Active Directory - Unlocking users accounts as needed and reset passwords
• Cisco telephone setup, install and configure for 7960 and 7961 and map users to network Worked on a large migration and upgrade from a few hundred employees to over 3,000
• Provided electronic survey creation to survey users before deployment and migration
• Performed computer and laptop configuration and set up for new employees or replacements
• Resolved basic Citrix connection issues and reset Citrix passwords
• Organized Pilot group to test Citrix Desktops before full deployment
• Created and uploaded various I.T. references into SharePoint
• Provided projector, screen and technical conference setups for meetings
• Setup Outlook Exchange email on Androids and iPhones and write documentation
• Provided technical moves for users from one office location to another
• Provided Microsoft Office 2010 support including training requests
• Daily use of programs to provide services through Bomgar, Kace Dell Management System
INFORMATION TECHNOLOGY TRAINER
DEAN MEAD – ORLANDO, FL – March 2012 – January 2013
• Provided continuous training for a large law office and help desk support
• Sent firm–wide Tip-of-the-day communications daily
• Provided large, small group and one–to–one computer training for all new hires, attorneys and administrative staff members in home and field offices
• Prepared outlines and created monthly calendar, guides, newsletters and QRG's
• Awarded certificates to employees upon successful completion of training courses
• Utilized GoTo Meeting periodically, to provide training webinars and classes
• Interacted with external vendors in meetings to better understand software functionality
• Input, update, and monitored help desk tickets in TrackIt system.
• Suggested and organized pilot group members as needed to pilot software to prepare for large roll out for 4 offices.
PROFESSIONAL WORK EXPERIENCE
I.T. TRAINER (Internationally)
STEPTOE & JOHNSON LLP – Washington, DC – April 2006 – December 2011
• Provided large and small group and one–to–one new hire training for all levels of staff
• Provided training on all Microsoft Office software features from basic to advanced
• Planned training programs for Senior Attorneys, Mid-level Attorneys and Summer Associates
• Zeroed in on teaching advanced features such as track changes, mail merge, outline numbering
• Frequently travelled to firm offices to provide new hire and rollout training in London, Chicago, California, Maryland, and New York City.
• Created, organized and distributed monthly training calendars with over 30 classes per month for all 9 offices
• Wrote and prepared training documentation, outlines, and training schedules and monthly I.T. Newsletter
• Utilized SmartBoard Monitor and Bridget internet software to provide training
• Worked on special research projects as assigned
• Created new classes and class descriptions as needed and requested for expansion
• Tested and evaluate students and changes and updates in software
• Oversaw training registration and awarded certificates upon successful completion
• Organized and presented Ask–the–Trainer and Lunch and Learn training events
• Created Training-on-Demand (TOD) documentation links (video) for mini-computer training sessions
• Collaborated and communicated frequently with all upper and I.T Management
• Prepared training outlines and created monthly newsletters, QRG’s, brochures, reference booklets and guides
• Awarded certificates to employees upon successful completion of training courses
• Utilized Brigit conference software and GoTo Meeting to provide training webinars and classes
• Suggested and organized pilot group members to pilot software before large rollouts
• Developed electronic training surveys as well as test and examine software for efficiency
• Interacted with vendors in meetings to better understand software quality and functionality match
• Periodically installed software as well as used VNC and TrackIt to help users via remote access
LESLEY A. DEVONISH
7512 DR. PHILLIPS BLVD.
ORLANDO, FLORIDA 32819
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PROFESSIONAL BUSINESS PROFILE
As an International Technology Trainer, Technical Writer, and a Business Development Specialist, I possess over 2 decades of professional work experience providing training and various types of technical documentation and essential policies. I have experience in teaching software, teaching staff how to protect against insider threats and working in the arenas of eDiscovery, legal, medical, banking, real estate, insurance, transportation, military, government, waste management, communications, non-profit and more. Proficiently, I teach over 40 software packages and I have trained over 5K people in my career, including Ivy League college graduates that are lawyers and doctors, as well as administrative professionals and all levels of staff. I oversee and complete projects in a professional, timely and organized manner and I am committed to excellence, competent under pressure, maintains company confidentiality and accustomed and comfortable working with all cultures. I'm very proficient using and teaching the suite of Microsoft Office 365. I use SnagIt, Adobe Professional, Forms, Basic SharePoint Administration, Learning Management Systems and have participated in multitudes of technology migrations, go lives, technology rollouts, and upgrades for large, medium and small companies. I worked onsite and remotely for companies as requested.
PROFESSIONAL ACCOMPLISHMENTS
Technical Writer and DRP Planner for Technology Policies and Disaster Recovery for JTA
Technical Service Advisor for Microsoft Corporation
Trained large, small group and one–to–one user nationally and internationally
Published over 100 in-house computer reference guides for various corporations
Trained the U.S. House of Representatives and U.S. Senate Staffers on Capitol Hill in DC
Worked as a I.T. trainer and technical writer in diverse industries and presented Ask-the-Trainer events
Rolled out and created Training–on–Demand (“TOD”) and links videos for computer training
EDUCATION & TRAINING
Penn Foster College – Obtaining Bachelor of Science Degree in Criminal Justice – Present 2019
Microsoft Corporation –Windows 8 – October 2013
Prince Georges County College - Meeting and Event Planning Courses - March 2010
Roger McMann – High Tech Learning Center - Bethany Beach, Delaware – Microsoft Office Certifications
Murry Bergtraum H.S. for Business Careers New York, New York
TECHNICAL CERTIFICATIONS AND CERTIFICATES
BrightTALK Certificates of Completion – Protecting Against Insider Threats, Cross Border eDiscovery, Cyber Security and Law Firms, State of eDiscovery and several more - 2019
Certificate of Mastery in Business Writing - 100% – HR Halogen – July 2019
Microsoft Community Trainer – January 2017
Microsoft Certified Professional – (“MCP”) – Windows 8 – October 2013
Epic Optime Credentialed – University of Maryland – October 2011
Microsoft Office Certified Master Instructor & Specialist- April 2005
UniCenter Service Desk Manager – Northern Virginia – 2002
Certified Train the Trainer Consultant – Chicago, Illinois – June 2000
PROFESSIONAL WORK EXPERIENCE
BUSINESS DEVELOPMENT SPECIALIST
KLDISCOVERY, ORLANDO, FL - February 2019 – Present
As part of the remote Client Information Response-Sales Operation Team, I respond to a wide range of clients and potential clients sharing with them how their data is efficiently and confidentially protected by answering their Security Assessments, RFI’s, RFP’s and/or RFQ’s for eDiscovery and various technologies we provide. I correspond with team members, various SME’s within Global Sales/Marketing, Global Legal Technologies, InfoSec, Client Services, Legal/Compliance, Human Resources, Application Development, Software Engineering, Solution Architects, Senior Consultants, Analysts, Project Managers and such like, to provide updated and accurate responses in a timely manner. I fully use the Microsoft Office Suite, as well as Skype, WebEx, Adobe Acrobat XI Pro and more for everyday tasks, meetings, communications and collaboration. Attend training and webinars on Halogen Strategic Talent Management software BrightTalk for continued IT learning, professional development, and growth. Use Loopio and SharePoint reserves to respond to client security assessments regarding the following subjects:
Agile SCRUM methodology
Anti-Virus
Audits (internal and third party)
Business Continuity
Business Resiliency Program
Chain of Custody
Change Management
Cloud Technologies
Computer Forensics
Cross Border Work
Custodian Management
Data Center Security and Standards
Data Collection Services - Storage
Destruction (Certificate of Destruction)
Disaster Recovery – RTO/RPO
DoD 3 Pass
EDR/ EDRM
Email/Email Containers
Encryption - Data in Transit/Rest
Enterprise Applications
Escalation Procedures
Human Resources
Information Governance
Intrusion Protection System
Intrusion Detection System Legal Compliances
Legal Hold Management
Malware
Network Architecture
Network Security
Non-Disclosure Agreement
OWAPS
Penetration Testing
Predictive Coding
Privacy Standards
PriviLog Builder
Proprietary Software
Records Retention
Regulatory Issues
Risk Management
Scoped Data
Security Awareness Training
Segregation of Duties
Software Engineering
VPN/2-Factor Authentication
Vulnerability Management
Web Based Applications
Wireless Technology
Technical Certifications
EU-US Privacy Shield
GDPR
HIPPA
ISO/IEC
ITAR
PCI-DSS
SOC II
Swiss -US Privacy Shield
Technology Policies
Acceptable Use
Business Continuity
Change Management
Clear Desk/Clean Screen
Privacy and Confidentiality
Data Classification
Data and Records Retention
Disaster Recovery
Escalation
Asset Management
Information Security
Mobile Device Management
Password
Physical Security
Risk Management
Vendor Management
PROFESSIONAL WORK EXPERIENCE
ONLINE INSTRUCTOR, TECHNICAL WRITER AND CLASS DEVELOPER
THE KNOWLEDGE SUITE /I WRITE YOUR VISION – June 2018 – February 2019
Design a variety of courses for job seekers, entrepreneurs, technical learners and small business professionals using Office 365 tools and voice recording as well as dynamic, intuitive and instructional PowerPoint presentations for users worldwide. Users enroll to take the classes, learn and grow at their pace on their own time and its available to them 24/7/365. custom design, business plans, resumes, contracts and more.
TECHNICAL WRITER/TRAINER
MEMPHIS AREA TRANSIT AUTHORITY (“MATA”) Memphis, TN – February 2017 – June 2018
Met and collaborated with SME’s and various team members regularly to prepare to write, edit large and small pertinent documents written to support MATA Trolley re-entry and MATA Bus departments. Reviewed internal and external document matrix, license agreements and maintenance records.
Training Created and Provided:
Taught Microsoft Office 365 to executives and staff members
Created 2017 Training Plan and Policy for Trolley Operators/Mechanics
Created 2017 Training and Reference for Trolley Operators/Mechanics
Creating Occupational Hazard Analysis Training Class and Docs
Introduced Learning Management (LMS) to Trolley Operations
Used Citrix File Share for storing, retrieving and editing documents
Wrote and secured $25K Training Grant for MATA Created documents for MATA Trolley/Bus:
Evaluations and Testing Procedures
Reference and Training Manuals w/Evals
Vehicle Maintenance Procedures (“VMP's”)
Standard Operating Procedures (“SOP's”)
Advertisements and Checklists
Trolley Rule Book (Redesigned edit)
Human Resources Rule Book (edit)
Excel and PowerPoint Charts/Presentations
TECHNICAL WRITER
THYSSENKRUPP ELEVATOR – Memphis, TN – April 2016 – February 2017
Prepared ThyssenKrupp Elevator to receive and IPO and become a public traded company in the United States. I worked among a team of technical SME’s, Network Engineers, Infrastructure Analysts, and Compliance professionals who oversaw software, hardware, data center backups and various technology controls. Uploaded SharePoint announcements, shared documents, links, tasks, policies, processes and procedures. Organized and held meetings to acquire up-to-date current information, procedures and plans. Submitted important deliverables to Managers and Compliance Specialists for reviews and approvals. Created and wrote a variety of technical policies and procedures for:
Change Management
Configuration Procedures
Corrective and Preventive Actions
Disaster Recovery/Business Continuity Plan
FTP - File Transfer Protocols
Hardening
Interfaces
Mobile Technology
Network - AD
Network Security Management and Sharing
Password Settings Physical Access Controls
Server Backup
Software Configuration
System Log Reviews
System Monitoring
System Patching
Technical on-boarding
Termination processes
Testing Procedures
Vendor Management
Virus Protection
VPN - Virtual Private Network
PROFESSIONAL WORK EXPERIENCE
TECHNICAL WRITER - (REMOTE EVENING CONTRACT)
PACE CENTER FOR GIRLS – Jacksonville, FL – June 2016 – July 2016
Provided customized technical documentation for a company-wide roll-out and created references for Windows 10, Microsoft Office 365, Word, Excel, PowerPoint, Outlook, OneNote, Skype for Business, OneDrive for Business, as well as training outlines for each software program, a newsletter template, Quick Tips, Quick Reference Cards. All work was performed for the Director of Information Technology, Mr. Matthew Parks.
TECHNICAL WRITER/ PRODUCT SPECIFIC TECHNOLOGIST
BANK OF AMERICA – Memphis, TN & Jacksonville, FL – April 2015 – March 2016
Worked among a team of nationwide SME's to include Vice Presidents, Engineers, Project Managers, and I.T. Operations professionals to provide a wide variety of technical writing documentation for the End User Computer (“EUC”) platform using BofA Hosted Virtual Desktop (“HVD”). Documentation types revised and designed include:
Citrix Eco System Designs (Visio)
Fit for Business Testing
FAQ's
QRC's
Infrastructure Solutions
Resiliency Plans XenDesktop
Product Standards
Risk Analysis
Visio Diagrams
Various Presentations
Lists and Spreadsheets
TECHNICAL WRITER /TRAINER
JACKSONVILLE TRANSPORTATION AUTHORITY (‘JTA”) Jacksonville, FL – March 2014 – January 2015
• Provided Microsoft Office Word and Excel technology training for staff members
• Reviewed current technology business models for adjustments to policies
• Used Oracle User Productivity Kit (“UPK”) to create and publish new content as needed
• Uploaded documentation into SharePoint for company users
• Wrote, designed and produced a variety of technical documentation
• Created and edited New Hire Orientation reference for Technology and Innovation Department
• Developed and wrote the User Technology Policy, Network Password Policy and Disaster Recovery Plan
• Organized and requested key deliverables from I.T. staff to build policies
• Organized and facilitated meetings relating to Disaster Recovery Plan and Technology Policy
• Developed, wrote and participated in the planning of JTA Technical Disaster Recovery Plan
• Developed, designed and wrote the following documentation:
JTA Technology and Innovation 2014 Annual Report
Acceptable Use Policy
Accessibility Standards Policy
Cellular Telephone Policy
Email Usage Policy
End User Computing Policy
Internet Use Policy & Network Policy
Laptop & Tablet Policy Password Policy
Server Security Policy
Service Level Policy
Social Media Use Policy
Technology and Innovation Standards Policy
Vendor Access Policy
Voicemail Policy
VPN User Policy
Wireless Use Policy
PROFESSIONAL WORK EXPERIENCE
• Reviewed current technology business models for adjustments to policies
• Organized and facilitated meetings relating to Disaster Recovery Plan and Technology Policy
• Re-wrote and uploaded “how to” help desk support steps SharePoint 2010 for I.T. users
• Created, edited and review Statements of Work and RFP’s
• Created and edited various communications to be distributed to All JTA Employees
• Created and edited Technology and Innovation Workflow and Responsibilities Reference for Senior Manager of Technology and Innovation
TECHNICAL WRITER FOR ROBERT HALF TECHNOLOGY (REMOTE EVENING CONTRACT)
TOTAL MILITARY MANAGEMENT, LLC – Jacksonville, FL – September - November 2014
Provided technical writing for a customized software program named Utopia, used to move military families around the world. The program hosted several modules for a variety of staff members to enter, navigate, update and double check the accuracy of movement for military families nationally and internationally.
TECHNICAL WRITER FOR ROBERT HALF TECHNOLOGY (REMOTE EVENING CONTRACT)
PACE CENTER FOR GIRLS (NON-PROFIT ORGANIZATION) – Jacksonville, FL – June – July 2014
Provided customized technical writing for the company-wide roll out for Microsoft Office 2013. This included, Word, Excel, PowerPoint, Outlook and OneNote as well as training outlines for each software program. All work was performed for the Director of Information Technology, Mr. Matthew Parks.
TECHNICAL SERVICE ADVISOR & TRAINER
MICROSOFT – Jacksonville, FL – October 2013 – April 2014
• Provided 1-1 technical training sessions, and OOBE for customers purchasing new devices
• Shared specialized knowledge, and expertly demonstrated and presented the newest product and service offerings across all devices
• Provided mini-training sessions daily and informative Answer Desk sessions for Microsoft business clients and customers
• Daily met with business clients to analyze various technical devices
• Provided sound advice and a wide variety of technical services
• Helped business clients and customers discover, enable, and implement high value Microsoft technology solutions and services to meet their needs and exceed their expectations for their devices
• Performed full PC Tune-ups and removed extensive malware and viruses and software
• Reimaged devices, reset devices, update and install software on various computer types such as Dell's HP's, Lenovo's, Sony Viao's, Windows Phones, Nokia Tablets, Verizon Tablets and Windows Phones and more
• Troubleshooter for email, hardware, and software issues and provided resolutions
• Added various email accounts to computers and telephones as requested
• Clearly identified and communicated potentially complex and/or costly repairs situations to business clients and customer before performed requested tasks
• Maintained an elite level of product knowledge of all Microsoft retail products, devices, and service offerings
• Continuously learned through, stand up, stand down, team challenges, frequent Microsoft Learning Management Systems (“LMS”), self-education and self-study
• Provided important closing statistics and notes for management and the entire technical team when closing the store
PROFESSIONAL WORK EXPERIENCE
TECHNICAL WRITER & I.T. SUPPORT SPECIALIST
ROBERT HALF TECHNOLOGY – Jacksonville, FL – January 2013 – August 2013
• Supported users providing via desk side, telephone, email, or remote access services
• Troubleshot, repaired installed, upgraded, fixed and assisted resolving a variety of technical needs in a totally company-wide Citrix environment
• Server/Farm Administration - Release users from hung programs as needed
• Handled special projects relating to Outlook and Active Directory in standardizations
• Approved new account creation for new employees and contractors
• Active Directory - search, modify, update, organize, give app access, move, create accounts
• Active Directory - Unlocking users accounts as needed and reset passwords
• Cisco telephone setup, install and configure for 7960 and 7961 and map users to network Worked on a large migration and upgrade from a few hundred employees to over 3,000
• Provided electronic survey creation to survey users before deployment and migration
• Performed computer and laptop configuration and set up for new employees or replacements
• Resolved basic Citrix connection issues and reset Citrix passwords
• Organized Pilot group to test Citrix Desktops before full deployment
• Created and uploaded various I.T. references into SharePoint
• Provided projector, screen and technical conference setups for meetings
• Setup Outlook Exchange email on Androids and iPhones and write documentation
• Provided technical moves for users from one office location to another
• Provided Microsoft Office 2010 support including training requests
• Daily use of programs to provide services through Bomgar, Kace Dell Management System
INFORMATION TECHNOLOGY TRAINER
DEAN MEAD – ORLANDO, FL – March 2012 – January 2013
• Provided continuous training for a large law office and help desk support
• Sent firm–wide Tip-of-the-day communications daily
• Provided large, small group and one–to–one computer training for all new hires, attorneys and administrative staff members in home and field offices
• Prepared outlines and created monthly calendar, guides, newsletters and QRG's
• Awarded certificates to employees upon successful completion of training courses
• Utilized GoTo Meeting periodically, to provide training webinars and classes
• Interacted with external vendors in meetings to better understand software functionality
• Input, update, and monitored help desk tickets in TrackIt system.
• Suggested and organized pilot group members as needed to pilot software to prepare for large roll out for 4 offices.
PROFESSIONAL WORK EXPERIENCE
I.T. TRAINER (Internationally)
STEPTOE & JOHNSON LLP – Washington, DC – April 2006 – December 2011
• Provided large and small group and one–to–one new hire training for all levels of staff
• Provided training on all Microsoft Office software features from basic to advanced
• Planned training programs for Senior Attorneys, Mid-level Attorneys and Summer Associates
• Zeroed in on teaching advanced features such as track changes, mail merge, outline numbering
• Frequently travelled to firm offices to provide new hire and rollout training in London, Chicago, California, Maryland, and New York City.
• Created, organized and distributed monthly training calendars with over 30 classes per month for all 9 offices
• Wrote and prepared training documentation, outlines, and training schedules and monthly I.T. Newsletter
• Utilized SmartBoard Monitor and Bridget internet software to provide training
• Worked on special research projects as assigned
• Created new classes and class descriptions as needed and requested for expansion
• Tested and evaluate students and changes and updates in software
• Oversaw training registration and awarded certificates upon successful completion
• Organized and presented Ask–the–Trainer and Lunch and Learn training events
• Created Training-on-Demand (TOD) documentation links (video) for mini-computer training sessions
• Collaborated and communicated frequently with all upper and I.T Management
• Prepared training outlines and created monthly newsletters, QRG’s, brochures, reference booklets and guides
• Awarded certificates to employees upon successful completion of training courses
• Utilized Brigit conference software and GoTo Meeting to provide training webinars and classes
• Suggested and organized pilot group members to pilot software before large rollouts
• Developed electronic training surveys as well as test and examine software for efficiency
• Interacted with vendors in meetings to better understand software quality and functionality match
• Periodically installed software as well as used VNC and TrackIt to help users via remote access