Amanda Collins
The Villages,FL
Summary
Hardworking and adaptable team player, with have a diverse work background. Ranging from performing Administrative Assistant tasks for a small business, to executing tasks as a Technical Writer for the State of Colorado Office of Information Technology. Strong attention to detail. Thrives working on a team, but also excels when working independently.
Overview
10
10
years of professional experience
Work History
Technical Writer
State Of Colorado Office Of Information Technology
10.2021 - 04.2023
- Collaborated with teammate to review all available free Change Management training and resources on the PROSCI website to enhance our team's Change Management support.
- Coordinated Change Management resources and support (e.g., Tip Sheets, FAQs, Office Hours, Communications, etc.) for all applicable CBMS projects and builds beginning in December 2021 through April 2022. Including developing Change Management documents using Adobe InDesign.
- Completed LinkedIn InDesign training. And, created the first Tip Sheets and FAQS using the InDesign application in December 2022 for the December 2022 release.
- Scheduled and co-facilitated County Dashboard Office Hours bi-monthly starting in January 2023.
- Assisted the Electronic Data Management System (EDMS) Subject Matter Expert (SME) plan and facilitate Change Management support for the upcoming EDMS Redesign in March 2023. Including calling and reaching out to all 40 EDMS participating counties to identify an EDMS Resident Expert for each county.
- Created guides for updating and managing Online Help for a new teammate to assist in on-boarding and training.
- Attended the Colorado Digital Government Summit Conference 2022.
- Received a 3 out of 3 (Exceptional) on first annual Performance Review. Received 4 out of 5 on bi-annual performance reviews in 2022 and 2023.
- Continued performing the duties of the CBMS Online Help (OLH) Project Administrator, transitioning from a contract employee to a full-time employee.
- Took the initiative to devise a plan for the Business Readiness and Communications Team to provide Change Management support and resources to all county users in the State of Colorado for upcoming CBMS major releases.
- Developed and sent Change Management inquiries to the Project Owners of all applicable CBMS projects potentially requiring Change Management Support, for the past 3 major and minor releases.
- Worked with the Project Owner and team to develop a PEAK Chatbot Flyer to distribute to CBMS clients in February 2022.
- Worked with the Project Owners and teams to develop 6 Tip Sheets to distribute to CBMS end users, providing guidance and essential information for upcoming changes.
- Worked with the Project Owners and teams to develop 3 FAQs documents to distribute to CBMS end users, providing detailed guidance and essential information for upcoming changes.
- Took on many of another co-workers tasks when they went on an unexpected 4 month medical leave. One task included publishing all requested documents in CBMS Community. CBMS Community is a one-stop shop application for essential CBMS documents used by end users.
- Worked with teammate to collect the information needed for the December 2021, January 2022, February 2022 and March 2022 Project Matrix. The Project Matrix is a document presenting key information regarding each of the projects being implemented with a release.
- Finalized and published the associated Project Release Notes in CBMS Community.
- Facilitated and co-facilitated weekly CBMS Community and Online Help Office Hours beginning in November 2021 through present.
- Scheduled the January 2022, February 2022 and March 2022 Knowledge Transfer Call.
- Scheduled the February 2022 Command Center, Post-Build Call and Status Update Calls.
- Facilitated 3 Knowledge Transfer Calls with as most as 123 participants and as long as 1 hour and 45 minutes long. Knowledge Transfer Calls are held for all county end users to review upcoming projects and the associated changes for a major or minor release.
- Performed 3 Coming Attractions demos (5-10 minutes) during the associated Knowledge Transfer Calls, demonstrating the upcoming Fast Track enhancements being implemented into the system.
- Performed 3 CBMS project demos (5-10 minutes) during their associated Knowledge Transfer Call, demonstrating the upcoming changes.
- Developed and published 2 Get the Fix! documents in CBMS Community. Get the Fix! presents the most beneficial and influential Help Desk Tickets (HDTs) that were resolved in a major or minor release.
- Developed all articles for the February and June Queue. The Queue presents articles covering major upcoming changes.
- Conducted the Online Help presentation during a special CBMS Community and Online Help Office Hours requested by Pueblo County. There were nearly 80 participants.
- Produced 12 Online Help YouTube Videos, using Video Editor and Adobe Premier Rush. The 1-3 minute videos present tips and best practices when using CBMS Online Help.
- Developed and published the CBMS YouTube Videos Online Help Desk Aid.
- Updated and converted the The CBMS Online Help Desk Aid to a user friendly format.
- Developed and conducted a training for a Business Readiness and Communications teammate to update and manage CBMS Online Help, to assist me in upcoming releases.
- Published all build-associated Project Release Notes, Build Activities Schedule, the Queue, HDT Release Notes, Get the Fix, Coming Attractions document and Knowledge Transfer Call recordings in CBMS Community beginning in November 2021 through March 2022.
- Developed and presented (30 minutes) the CBMS Online Help presentation for the 2022 CBMS PEAK Virtual Visits. The Virtual Visits presented key information regarding CBMS Online Help, CBMS Community, the Help Desk and much more.
- Presented the CBMS Community presentation at the 2022 CBMS PEAK Virtual Visits when a teammate had an unexpected absence.
- Assisted in training and acclimating a new teammate in CBMS Online Help.
- Responded to CBMS end user requests and questions regarding CBMS Online Help. Published nearly 30 Online Help pages in response to end user requests in the last 6 months.
- Created and managed the CBMS Online Help Backup in the Confluence application. The space served as a backup for all CBMS Online Help pages and desk aids in the event of a system failure or crash.
- Presented the Business Readiness and Communications updates at bi-monthly User Integrated Project Team (IPT) meetings, as necessary.
- Successfully completed a 16 hour training for Crucial Accountability.
- Successfully completed the following trainings, among others, on the SOC Portal and Linked-In Learning: 2022 OIT Cyber Policies Overview Training, Writing with Impact, Grammar Foundations, Working with Difficult People, 2021 Cybersecurity Awareness Training Curriculum Q1, Q2, Q3, Q4, 2021 Security and Privacy Training for OIT Employees, 2021 OIT IT Audits and Audit Remediation Procedure Training, 2021 OIT Cyber Policies Overview Training, EDI Module 1: Why is EDI important?, EDI Module 2: What is EDI?, EDI Module 1: What are EDI strategies?, EDI Module 1: How do I include EDI in my work?, Change Management Foundations, and Writing and Delivering Speeches.
- Attended several webinars to gain more insight on EDI and how to incorporate it into my work and daily life.
- Updated and published 73 Online Help pages with the October 2021 Release.
- Developed and published the Workforce Home - Super User Workforce Dashboard Online Help Desk Aid.
- Updated and published the Workforce Home - Supervisor Workforce Dashboard and Workforce Home - Case Manager Workforce Dashboard Online Help Desk Aid.
- Updated and published 63 Online Help pages for the December 2021 Release.
- Created 31 new Online Help pages for project CPPM-4208 Telephonic Signature.
- Coordinated with Tanya Pitcher (User Acceptance Testing Supervisor) to assist in the testing of Online Help for project CPPM-4184 CBMS MA CBMS Redetermination Revamp (February 2022 Release). Created before and after Word docs with screenshots to highlight the changes being made to the OLH pages.
- Monitored the Liaison mailbox for two weeks in December 2021, acting as a backup for teammates who were out on leave. The Liaison Mailbox is an email utilized by all users to submit suggestions and report concerns or issues.
- Consistently provided content for the bi-weekly CBMS Snack Break. The Snack Break provides a Tip of the Week, Mythbusters Question, and Enhancements question.
- Attended several (2 hour) Electronic Data Management System (EDMS) and County Dashboard training sessions performed by the Subject Matter Expert (SME).
- Attended several Electronic Data Management System (EDMS) Help sessions with Counties and Subject Matter Expert (SME).
- Collaborated with teammates to update the CBMS Communications and Online Help Style Guide.
- Successfully fulfilled an end user request to create a way to “Favorite” OLH pages, by collaborating with User Integrated Project Testing (IPT) and Deloitte (partner agency).
- Developed a spreadsheet to collect and manage Focus Group enhancement ideas.
- Read-aloud each enhancement idea and collected information during the Alerts Focus Group discussion at User IPT in February 2022.
- Scheduled and co-facilitated the weekly CBMS CBMS Caseload Dashboard Office Hours. The Office Hours were created for any end users to join and ask questions or voice suggestions/concerns about a recently implemented end user dashboard (June 2022- July 2022).
- Collaborated with teammates to begin the process of reviewing each Online Help page and desk aid for grammar and formatting edits. The are currently around 700 Online help pages and desk aids.
CBMS Online Help Administrator: Contractor
Insight Global/State Of Colorado Office Of Information Technology
02.2019 - 10.2021
- Worked with Business Analysts, project owners (Program Area Specialists), and testing/development teams to determine necessary Online Help updates, or additions for all CBMS builds beginning with December 2019 major release through present.
- Attended and participated in Agile/Waterfall methodology project meetings (i.e., Elicitation, Stand-up, Sprint Demo, Business Requirement Document (BRD) Walk-through, Technical Design Document (TDD) Walk-through, Expedited Project Document (EPD) Walk-through).
- Utilized project documentation (i.e., BRDs, TDDs, EPDs, Agile Prep Documents (APDs), Backlogs) to determine Online Help updates.
- Participated in and conducted Online Help presentations for 2020 and 2021 CBMS Virtual County Visits. In 2020, all 64 counties were visited individually. Presentations were designed to be engaging and interactive (i.e., Online Help Trivia). Information provided during Online Help presentations was intended to enhance end user’s experience while utilizing Online Help in CBMS
- During CBMS Transformation, assisted in converting all CBMS Online Help pages from previous system Legacy to Salesforce
- Managed and maintained all HTML documents for each Online Help page in Komodo application.
- Edited grammar, mechanics, and style to ensure all Online Help documents meet writing and style standards listed in Chicago Manual of Style.
- Worked collaboratively with CBMS Communications Manager to create CBMS Communications and Online Help Writing Standards and Style Guide.
- Additionally, assisted in review of the following documents: Standard Operating Procedure - CBMS Document Clearance, CBMS Communications Standard Operating Procedure.
- Prepared and delivered Online Help Approval Requests for CBMS projects to applicable project owners/Program Area Specialists.
- Published Online Help updates for necessary screen changes that resulted from expedited enhancement process and emergency COVID-19 projects.
- Published Online Help updates necessary for screen changes that resulted from CBMS projects (Agile/Waterfall/Expedited) beginning December 2019 through present.
- Published all Online Help updates in multiple Salesforce environments: Production (PRD), User Practice Area (UPA), User Acceptance Testing (UAT), Training (TRN), Systems Integrated Testing (SIT2), Systems Integrated Testing (SIT3).
- Documented records of all Online Help updates in an Excel spreadsheet for each month for past 3.5 years
- Developed and implemented the following unique CBMS Online Help desk aids: CBMS Header and Icon Information, CBMS Error Code User Guide, Workforce Home – Case Manager Workforce Dashboard, Workforce Home – Supervisor Workforce Dashboard, Workforce Home – Super User Workforce Dashboard, and CBMS Caseload Dashboard.
- Participated in and conducting the Online Help demonstrations in weekly Community and Online Help Office Hours.
- Collaborating with co-workers to understand the roles and responsibilities of the Business Readiness & Communications team.
- Engaged co-workers to gain an understanding of Change Management tasks and responsibilities: i.e., CBMS Change Management support for CBMS Projects, Communications, FAQs Documents, Snack Breaks, Tips of the Week, Coming Attractions presentations, Tip Sheets, Stakeholder engagement, etc.
- Conducted research and completed training modules to gain an in depth understanding of federal and state policy regarding eligibility determination and business processes and procedures related to providing health and human services benefits
- Reviewed all Training & Career Development Resources provided on the Equity, Diversity, and Inclusion Resource Center to strengthen understanding of the importance of equity, diversity, and inclusion in the workplace and society
- Attended an EDMS Training intended for Las Animas County to gain an understanding of the functionality and purpose of the CBMS Electronic Document Management System (EDMS)
- Conducted research, reviewed articles, and viewed informational videos provided on the PROSCI Resource Center website developing a high-level understanding of the PROSCI Change Management methodology.
- Reviewed online grammar training resources to strengthen overall grammar knowledge.
- Visited the Denver County Department of Health and Human Services and observed a Denver county eligibility worker process a Supplemental Nutrition Assistance Program (SNAP) case.
- Provided information on the Online Help updates for each project in the monthly Project Release Notes.
- Attended Knowledge Transfer Calls for major builds and answered any Online Help questions.
- Accepted end user requests and took the necessary steps to fulfill their indicated need (this typically resulted in an Online Help update).
- Attended a CBMS County Security Administrator (CSA) Bi-Monthly Meeting and conducted an Online presentation.
- Assisted in the review of a CBMS Security Web Based Training (WBT).
- Participated in and assisted in the development and implementation of CBMS Community.
- Attended many CBMS Community demos, developing a detailed understanding of the application.
Administrative Assistant
Havens Hardwood Floors
01.2017 - 11.2018
- Exercised discretion and interpretive judgement in frequent contacts with callers.
- Served as primary liaison between clients and vendors.
- Performed general office duties, including answering phones, routing telephone calls or messages to appropriate staff, greeting public, typing, proofreading, filing, sorting and handling incoming and outgoing mail.
- Assisted senior administrative professionals with daily work tasks.
- Improved customer retention ratings through efficient problem resolution.
- Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities, and communicate management instruction.
- Planned weekly client service schedules for up to 5 employees.
- Utilized customer feedback to recommend corrective action to executive leadership.
- Communicated with staff and coworkers frequently about special needs and requests.
- Surpassed team goals by promoting partnering with RevLocal (Digital Marketing) and iHeart Media (Mass Media) to implement changes and growth to enhance productivity and growth of company.
- Managed 20 Accounts Receivable accounts, working directly with Accounts Receivable department personnel.
- Built a new website to replace a non-functional site.
- Reviewed resumes to identify eligible applicants and coordinated interviews.
- Reviewed resumes to identify eligible applicants and coordinated interviews.
- Began handling majority of accounting (self-taught).
Sales Associate
Target Corporation
01.2016 - 01.2017
- Trained and served as a peer coach for new sales associates.
- Liaised with customers and recommended specific products and specials in alignment with individual needs, requirements, and specifications.
- Helped customers with questions, problems, and complaints in person and via telephone.
- Directed individuals to merchandise locations.
- Educated new staff on organizational policies and procedures to promote timely and effective integration.
- Managed customer cash and credit card transactions.
- Using company point of sale system.
- Applied training in the recognition of security risks and loss prevention to help alleviate store theft.
- Stocked shelves and supplies and organized displays.
- Developed positive customer relationships through friendly greetings and excellent service.
- Worked collaboratively in team environment.
- Quickly and efficiently resolved customer issues and requests to achieve improved satisfactions scores.
- Reported incidents to management.
Professional Soccer Player
Nice Futis
01.2014 - 10.2016
- Attended and arrived at all practices and games at designated times.
- Developed effective objectives and strategies to win games.
- Effectively communicated with a diverse group of foreign athletes, coaches, supervisors, and game officials.
- Cultivated a successful team environment by demonstrating a strong work ethic, diligence, discipline, patience, and respect for others.
- Trained extensively and followed a strict diet for 12 months leading up to an 8 month long professional season.
- Established clear benchmarks for performance and monitored individual and team progress.
Volunteer Assistant Coach
University Of New Mexico, NM
01.2013 - 01.2014
- Promoted program and supported team alongside parent groups and student clubs.
- Planned strategies for each match based on knowledge of opposing team and individual player strengths.
- Collaborated with administration to stay on top of changes and concerns.
- Maintained academic standing of players by providing support and guidance.
- Established clear benchmarks for performance and monitored individual and team progress.
Clerical Assistant
University Of New Mexico, NM
01.2013 - 01.2014
- Assisted the university’s athletic director with clerical work.
- Duties included organizing and filing confidential documents.
- Data entry and relaying important information regarding student-athletes.
- Monitored required study hall hours.
- Class checking student-athletes attendance and productivity of student-athletes.
- Class checking student-athletes
- This duty included arriving at specific classes and monitoring student-athlete attendance and punctuality.
Education
Bachelor of Arts - Psychology, Communications
University of New Mexico
2012
Skills
- Data Management
- Team Leadership
- Extremely Organized
- Interpersonal and written communication
- Conflict Resolution
- Hard Worker
- Dependable
- Fast Learner
- Proficient in Microsoft Word, Excel, PowerPoint, Google Workspace
- Proficient in RoboHelp, Komodo, Salesforce, SnagIt, Video Editor, Adobe Premiere Rush, Adobe Acrobat DC
Additional Information
- Awards and Recognition , Academics and Soccer Four-year letter winner at Grandview Highschool in Aurora, CO. (2004-2008) Four-time first team all-conference by the Denver Post and Rocky Mountain News All-Colorado. (2004-2008) Nominated for the Adidas NSCAA All-American Team. (2008) Back-to-back National Champion with youth team, Colorado Nike Rush. (2008-2009) Named to Mountain West All-Tournament Team. (2010) Earned Mountain West Academic All-Conference Award and Scholar-Athlete Award. (2008-2010)
Timeline
Technical Writer
State Of Colorado Office Of Information Technology
10.2021 - 04.2023
CBMS Online Help Administrator: Contractor
Insight Global/State Of Colorado Office Of Information Technology
02.2019 - 10.2021
Administrative Assistant
Havens Hardwood Floors
01.2017 - 11.2018
Sales Associate
Target Corporation
01.2016 - 01.2017
Professional Soccer Player
Nice Futis
01.2014 - 10.2016
Volunteer Assistant Coach
University Of New Mexico, NM
01.2013 - 01.2014
Clerical Assistant
University Of New Mexico, NM
01.2013 - 01.2014
Bachelor of Arts - Psychology, Communications
University of New Mexico
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