sr technical writer business analyst resume example with 8+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary
Experience and knowledge in creating test case scenarios and test plans. Experience developing reports and performing data analysis using Excel and MS Access. Highly skilled at creating training videos using PowerPoint and Captivate. Project leadership skills include scheduling and leading meetings with SMEs, Developers, and PM's to gain understanding of client requirements and processes. Knowledge of Project Management Principles. Knowledge of Rational Unified Process (RUP) and Unified Modeling Language (UML). Exceptional skills at building stakeholder relationships and resolving issues and conflicts during requirements gathering phase. Experienced at estimating schedules, milestones, resources, and budgets for IT projects. Adept at managing multiple projects simultaneously and meeting project milestones and deadlines.
Technical Skills
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Work History
04/2014 to 10/2014
Sr. Technical Writer/Business Analyst Zscaler, Inc. Newport Beach, CA,
  • Fulltime employee of TCS.
  • Hired for Oracle SOA implementation role at Chicago bank that ended.
08/2013 to 04/2014
Sr. Business Process Analyst/Technical Writer Zscaler, Inc. Norfolk, VA,
  • Member of Process Development & Improvement (PDI) team that was tasked with documenting and improving processes for Network Security and Network Engineering using ITIL principles.
  • Liaised with business units and technology groups to elicit, analyze, and define network processes.
  • Interviewed SME's, Analysts, and Managers to gather requirements for processes.
  • Created network procedures for training and internal audits.
  • Created network processes for the following applications
03/2013 to 11/2013
Sr. Business Analyst/Technical Writer Consultant ICM City, STATE,
  • remote and on-site) Created documentation and provided requirements analysis for Medicaid healthcare services client migrating to enterprise-wide digital document management system.
  • Wrote Scope Management Plan, Business Requirements Document (BRD), and UAT Plan.
  • Worked closely with SMEs and Project Manager to elicit, analyze and document Medicaid processes for Case Management, Program Waiver Services, Supported Employment Services, and HIPAA.
  • Converted Medicaid processes into Business Requirements Document (BRD) used by Developers for migration to enterprise wide document management system.
  • Researched and analyzed DDS, DHS, and Medicaid policies and processes to determine necessary business rules and ensure regulatory compliance.
  • Created detailed Business Use Cases, Business Workflow Models, and Process Modeling Diagrams.
  • Provided project leadership by recommending best practices for project management and SDLC.
  • Created estimations for project schedule, budget, and project milestones.
2012 to Current
Sr. Business Analyst/Technical Writer Consultant Verizon Wireless City, STATE,
  • Proactively collaborated with Agile SCRUM Development Team and IT Stakeholders and Product Owners to elicit, analyze, and document Business Requirements for implementation of Clarity PPM.
  • Elicited, analyzed, and documented AS-IS and TO-BE business processes using Agile SCRUM methodologies, JAD sessions, and task and workflow analysis.
  • Modeled Business Process Workflows in Visio.
  • Participated in daily SCRUM meetings with Team and Client to discuss development status and suggested resolution of any obstacles.
  • Participated in sprint demo reviews and made required revisions to BRFD.
  • Liaised with developers, business units, and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs through negotiation and conflict resolution.
  • Developed Instructional Demos for Clarity PPM using Clarity CAPA.
  • Windstream, Little Rock, Arkansas 2012.
2010 to 2011
Sr. Business Analyst/Technical Writer Consultant Walmart City, STATE,
  • Worked with Project Managers and SME's (regional dispatchers) to analyze and document Business Processes for the Walmart Transportation Management System (WTMS).
  • Developed Training Manuals for WTMS and Fuel Management System.
  • Created Instructional Training Demos using CAPA and PowerPoint.
  • Created Process and System Flowcharts using Visio.
  • Worked with QA to perform functional testing of systems.
  • Met with System Architects to analyze and gather SOA Technical Requirements.
  • Analyzed SOA Business Cases and Functional Requirements provided by IBM to create artifacts.
  • Conducted documentation reviews with Architects using SharePoint Workflows.
  • Created Policies and Procedures for Modeling and Architecture (SOMA), GRC (Governance, Risk, and Compliance), and Security and Standards.
2006 to 2008
Technical Support/Help Desk Alltel City, STATE,
  • Provided advanced and basic troubleshooting to resolve smart phone, cell phone, and wireless connection issues.
2004 to 2005
Technical Writer Verizon City, STATE,
  • Interviewed SME's, Developers, and Project Managers to analyze, elicit, and document business processes for Grid Services Implementation in the areas of Security and Disaster Recovery.
  • Participated in JAD sessions to develop storyboards and GUI screen mock-ups.
  • Used RoboHelp/HTML to create online help for applications.
  • Scheduled meetings with SME's and Developers to gather requirements for software projects.
  • Tracked time and resources used on projects and created milestone schedules.
2002 to 2004
Business Analyst/Reports Entergy City, STATE,
  • Created, edited, and ran MS Access queries to mine energy revenue data from SAP database.
  • Ran daily, weekly, month, and quarterly revenue reports for Major Accounts Billing System and exported data into Excel spreadsheets.
2001 to 2002
Technical Writer Farmers Insurance City, STATE,
  • Read and interpreted JCL, EZYTRIEVE, and COBOL code in all modules of Auto, Life, and Fire Insurance System to analyze processes and create system flow document.
  • Interviewed developers and reviewed system design specifications to analyze system flow.
  • Created system workflow diagrams and flowcharts using Visio.
  • Prior experience included working on IT projects as a Technical Writer in Southern California.
Current to Current
Reports Analyst Consultant Entergy City, STATE,
  • Ran and edited queries in MS Access database to create weekly reports in Excel for broadband network conversion project.
  • Created queries using MS Access and Excel formulas.
Expected in
Bachelor of Science: Computer Science
University of Arkansas at Little Rock - Little Rock, Arkansas
Computer Science
Expected in
Bachelor of Arts: English
University of Arkansas at Little Rock - ,
Expected in
ITIL Certification in 2014:
- ,
  • Emphasis in [Name of Emphasis]
Expected in
Bachelor of Arts: English
University of Arkansas at Little Rock - Little Rock, Arkansas
Expertise Overview
ABAP, Adobe, Agile, basic, Billing System, broadband, budget, Business Objects, Business Process, Business Processes, C++, COBOL, conflict resolution, Content, conversion, Client, DDS, Database, Disaster Recovery, document management, documentation, Functional, GUI, HTML, IBM, IBM Websphere, Insurance, inventory, ITIL, JCL, Languages, meetings, MS Access, Excel spreadsheets, Excel, MS Office, PowerPoint, MS Word, migration, Modeling, negotiation, enterprise, Network Engineering, Network Security, network, online help, Oracle, Policies, processes, Process Development & Improvement, Process Modeling, Programming, Project Management, project leadership, QA, Read, requirements analysis, RoboHelp, SAP, SAS, SDLC, SQL, system design, User Training, Technical Writer, phone, Training Manuals, Transportation, troubleshooting, Visio, vision, Visual Basic, workflow analysis, Workflow

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Resume Overview

School Attended

  • University of Arkansas at Little Rock
  • University of Arkansas at Little Rock
  • University of Arkansas at Little Rock

Job Titles Held:

  • Sr. Technical Writer/Business Analyst
  • Sr. Business Process Analyst/Technical Writer
  • Sr. Business Analyst/Technical Writer Consultant
  • Sr. Business Analyst/Technical Writer Consultant
  • Sr. Business Analyst/Technical Writer Consultant
  • Technical Support/Help Desk
  • Technical Writer
  • Business Analyst/Reports
  • Technical Writer
  • Reports Analyst Consultant


  • Bachelor of Science
  • Bachelor of Arts
  • ITIL Certification in 2014
  • Bachelor of Arts

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