Board Member, Technical and Professional Communication Advisory Board, 

North Carolina A&T University

2024 - Present

• Serve as a board member responsible for providing direction and professional expertise.

• Collaborate with the Program Chair, Department of English faculty, and students.

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Senior Technical Writer - Omnissa

2021 - Present | Telecommute

• Write and edit information for a multi-cloud solution that enables IT administrators to manage cloud and IT resources.

• Conduct documentation reviews.

• Draft and publish release notes.

• Collaborate with product managers on product releases and revisions.

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Technical Writer - OptumServe

2021 | Telecommute

• Drafted proposal content for federal proposal management division.

• Met with subject matter experts (SMEs) to gather requirements.

• Coordinated details with Capture and Proposal Managers.

• Represented my business unit as Culture Ambassador on the Diversity and Inclusion Advisory Team.​

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Senior Technical Writer - Change Healthcare

2019 - 2021 | Telecommute

• Wrote procedures for the Infrastructure, Operations and Cloud Services team and other areas of R&D.

• Drafted process flows and created document templates.

• Met with and gathered requirements from network, telecom, database, and cloud engineers.

• Analyzed data and created reports.

• Participated in strategy and planning meetings.

 

​​Senior Content Writer - Applied Systems

2018 - 2019 | Telecommute

 

• Wrote content including white papers and reference articles for a property and casualty (P&C) content management system (CMS) and email campaigns.

• Researched subject matter for articles.

• Conducted peer reviews for employee benefits documentation.

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​​Senior Knowledge Analyst/Technical Writer -The Hartford

2013 - 2018 | Telecommute

 

• Wrote, edited and published procedure articles, reference articles and glossary entries for the property and casualty line of business used by customer service representatives.

• Managed documentation in a web-based content management system.

• Edited the content management system’s (CMS) HTML when there are WYSIWYG issues.

• Tracked projects and provide status reports to business partners.

• Completed work requests for the legal and compliance departments. 

• Collaborated with business partners and other content stakeholders on documentation improvements that increase productivity for customer service representatives.

• Participated in Agile team meetings.

 

Technical Writer - Quality Software Services Inc. (QSSI)

2010 - 2013 | Telecommute

• Served as content manager and enforced version control for more than 80 training manuals for a healthcare general ledger accounting software system implemented by the Centers for Medicare and Medicaid Services. 

• Revised training manuals (including procedures, reference material, and flow charts) on a quarterly basis to coordinate with system releases. 

• Incorporated application screenshots and other images within the manuals. 

• Worked with the training team to update manuals and answer keys.

• Scheduled and conducted peer reviews with the training team. 

• Archived documents in SharePoint.

• Reviewed and remediated documentation to ensure Section 508 Compliance. 

• Participated in training and implementation status meetings. 

• Prepped electronic files and coordinated the mailing of training manuals to training sites. 

• Developed a training manual style guide.

 

Senior Communications Analyst - ACS, Inc./Xerox

• Drafted and updated web content and print material for employee healthcare and total compensation related benefits for the Human Capital division. 

• Updated client-specific business requirement documents (BRDs) and style guides. 

• Drafted and updated client specific, employee benefit forms, worksheets, confirmations, and email blasts. 

• Coordinated draft reviews with account representatives at the client sites. 

• Ensured that all client communications met branding and style guide specifications.

• Provided communications support to clients during implementations.

 

Technical Writer - Planned Administrators, Inc./BlueCross BlueShield of SC

• Led and managed the Limited Benefit Summary Plan Description (SPD) and Summary of Material Modification (SMM) process for print and online distribution. 

• Wrote, updated and tracked statuses for 250 different SPDs and SMMs for 238 new and existing groups/employers in 35 states. Ensured that SPDs incorporated the employers’ logo and the limited benefit branding standards. 

• Created and maintained a report detailing the status of each SPD and SMM from draft to publication and distributed this report weekly to management and the marketing team. 

• Collaborated with marketing services representatives, account executives, insurance brokers, and management when there were client issues related to their insurance benefits and SPDs. 

• Communicated with the underwriter's legal department when there were federal and state mandated Department of Insurance (DOI) changes that impacted SPDs.

• Coordinated SPD and SMM reviews with the underwriter’s legal team and PAI’s internal Quality Control department. 

• Facilitated SPD and SMM printing and distribution with an external print vendor. 

• Maintained a 97% document accuracy rating with the internal Quality Control department.

 

Senior Technical Writer - Companion Technologies/BlueCross BlueShield of SC

• Wrote and edited 100% of online help using topic-based methodology for an electronic medical record (EMR) software system using a web-based authoring tool.

• Incorporated interface graphics into documentation.

• Successfully transitioned 400 help topics to coincide with a style sheet that I developed, making online help more functional for EMR clients.

• Created an authoring style guide.

• Developed the CSS for the web-based authoring tool.

• Authored release notes and corresponding addendums for new software releases.

• Performed quality assurance testing on new releases.

• Wrote department standard operating procedures (SOPs) for onboarding new employees and time accounting.

• Participated in the software development team’s joint application design (JAD) meetings.

• Reviewed and edited all departmental email and print communication for external customers.

 

Technical Writer - ACS Technologies

• Led the team of financial software technical writers for a modular church management system accounting software for a client base of over 13,000.

• Wrote 37% of all online help, using topic-based authoring principles, produced within the documentation department.

• Prepared online help articles and release notes for quarterly software releases.

• Performed quality assurance testing on new and existing software releases.

• Authored an email newsletter (that was blasted to hundreds of clients) including new software developments, tips for using the software and current events for the company.

• Facilitated usability testing with clients and non-clients.

• Mentored and trained new employees and interns on the documentation tools used by the department.

• Acted as the liaison between the local university and the documentation department for the internship program