Eulinda Y Gantt
Saint Louis,Missouri
Summary
Experienced in all aspects of documentation writing, copywriting, editing and proofreading, template design and creation, proposal writing, software development, standard operating procedure (SOP), online help systems, eLearning (including ADDIE methodology and learning management systems), business analysis, project management, and system implementation. Ability to create user documentation, maintenance/service manuals, reference guides, requirements, FAQs, software design specifications, and user acceptance testing. Ability to assess resources for accuracy and the ability to extract relevant data from large quantities of information.
Experience in instructor-led, one-on-one, train-the-trainer, and web-based training development and delivery. Project management experience, and the ability to coordinate publication production and distribution. Excellent organization skills and attention to detail; the ability to manage multiple projects. Possess experience in the change management process and customer relationship management (CRM) platforms. Ability to explain complex IT systems and projects and support web application development. Ability to communicate with end users, business stakeholders, subject matter experts (SME) and management. Knowledge of software system architecture, software development life cycles (SDLC), and information technology.
Overview
13
13
years of professional experience
Work History
Technical Writer/IT Business Analyst (Contractor)
Watlow Electric Manufacturing Company
06.2023 - 12.2023
- Assisted with implementing and configuring Ceridian Dayforce human resources information system (HRIS) system and Oracle Enterprise Resource Planning (ERP)
- Documented system requirements, process workflows, user guides, bulletins, standard operating procedures, technical specifications for system enhancements/integrations, defining system rules, and user profiles
- Conducted system testing to ensure expected functionality
- Developed and generated reports using HRIS platform functionality
- Integrated 5+ data source systems into a data warehouse for regulatory reporting
- Managed HRIS integration with other systems (i.e., payroll, benefits, etc.)
- Assisted with selecting a learning management system (LMS) and the HR help desk system.
Knowledge Management Technical Writer (Contractor)
Ultimate Kronos Group (UKG)
07.2021 - 05.2023
- Supported the Knowledge Management team of a Field Enablement group that provided Workforce Management and Human Capital Management solutions (UKG Pro and UKG Dimensions)
- Created internal and external Knowledge Management articles in support of processes, applications, and training for a global audience
- Documented and maintained policies, procedures, and reference material for internal/external websites, and customer portals, including developing guided flows that step users through the completion of tasks
- Created, edited, and maintained SharePoint web pages, style guides, toolkits, user guides, job aids, and training material
- Created XML commands for smooth transmission of programs across networks
- Performed gap analysis, data mapping, software design, development, user experience design, and user testing
- Responsible for quality assurance and maintaining user-friendly, content accuracy, and style consistency for all written material
- Experience using Salesforce CRM and ServiceNow knowledge management collaboration tools.
Sr. Business Systems Analyst/Technical Writer (Contractor)
Charter Spectrum Communications
10.2020 - 04.2021
- Researched, elicited, and documented requirements and business process documentation for the Salesforce Enterprise Operations Model (EOM) application
- Documented detailed business process workflows, including as-is and future workflows
- Worked with business stakeholders to identify and improve their Salesforce business needs, and conduct requirements elicitation
- Provided documentation walkthroughs with the business stakeholders, developers, and quality analysts, to ensure clarity and understanding.
Technical Writer/Editor (Contractor)
Eventus Solutions Group
06.2020 - 09.2020
- Researched and wrote call center playbooks and user guides
- Managed copying and editing draft versions of playbooks, user guides, and various documentation
- Worked with subject matter experts to ensure playbook edits/updates were correct
- Assisted with the design of commercial-off-the-shelf (COTS) software, for department implementation.
- Worked within tight deadlines and a fast-paced environment.
Technical Writer / IT Business Analyst / Iteration Manager (Full-Time)
Magellan Health Services
03.2014 - 02.2020
- Researched, captured, analyzed, documented, and edited functional and non-functional requirements for behavioral health, pharmacy call centers, patient care, claims, pharmacy applications, Medicare and Medicaid
- Worked with various departments to facilitate cloud migration and user training
- Documented and edited (proofread) user guides, use cases and requirements, training documentation, job aides, security standard operating procedures (SOP), test case scenarios, project worksheets, and workflow diagrams to support application development for behavioral health and pharmacy teams
- Knowledge of pharmaceutical Good Manufacturing Practices (GMP)
- Documented process documents and system configurations
- Created workflows, wikis, and GUI design mock-ups
- Created application programming interface (API) documents and data dictionaries
- Experience in gap analysis, data mapping, software design, development, automatic and manual testing (unit, integration, function, end-to-end, acceptance, performance, smoke, implementation, and regression), product implementation, and customer support
- Gathered customer requirements for new features/functions on SAAS solution to fit the customer requirements
- Researched and documented functional and business requirements, and system configuration, created workflows from requirements and mock-up screen designs
- Worked with relational databases, performed SQL database queries, and generated Jira dashboard reports (included key performance indicators).
Documentation Writer/Editor (Contractor – as Needed, Upon Request)
Writing Assistance, Inc.
11.2013 - 12.2018
- Researched and created step-by-step user documentation, user manuals, standard operating procedures, forms development, training courseware, various technical and business process documentation, and manufacturing specifications for multiple clients
- Developed eLearning modules
- Development included script content, graphics selection, audio recording, and uploading modules to the learning management system (LMS)
- Oversaw researching, writing, and proofreading product architecture specifications for several clients
- Responsible for proofreading and editing draft versions of audio transcriptions, guides, SOPs, and various documentation.
Technical Writer/Business Analyst (Contractor)
Magellan Health Services
07.2013 - 10.2013
- Managed working with the project team, business owners, and subject matter experts to gather, develop, and document requirements and project specifications; documented use cases, specifications, and user guides; edited the documentation.
- Researched and documented functional and non-functional requirements, system configuration, workflows, and mock-up GUI designs
- Experience in gap analysis, data mapping, software design, development, testing, implementation, and customer support
- Performed integration and user acceptance testing, and provided defects resolution with developers
- Facilitated project meetings and provided status updates per assigned projects during the project life cycle
- Trained team to edit and proofread documentation
Documentation Writer/Business Analyst (Contractor)
Charter Communications, Inc.
04.2013 - 07.2013
- Facilitated stakeholder meetings to elicit, analyze, and validate functional and non-functional requirements, for Charter intranet and internet redesign, and supported mobile devices
- Documented business requirements and use cases for the redesign effort, and worked closely with the development team and business teams, to ensure successful implementation of business requirements
- Analyzed requirements for clarity, and recommended solutions that enabled the organization to achieve its goals and overall business strategies
- Performed business issues analysis, provided solutions for issues, worked with business users and project teams to drive decision-making, and defined requirements for redesign efforts to ensure the business needs were met.
Technical Writer/Business Analyst/Quality Assurance Analyst (Contractor)
Iron Data Solutions
06.2011 - 04.2013
- Captured, developed, documented, and edited functional and non-functional requirements for the development of web-based social security and veterans’ administration claims management system
- Managed quality assurance testing, system integration testing, and user acceptance testing for a web-based onboarding/case management system for veterans
- Performed system analysis to determine how future system meets the requirements of the end-users
- Documented detail and high-level system architecture specifications, including process flow diagrams and data modeling, mapping, and design
- Performed gap analysis for the as-is and to-be systems
- Identified and evaluated issues and risks related to software development
- Participated in requirements, system design, code, and wireframe JAD reviews with developers and stakeholders.
Education
BA - English
Southwest Missouri State University
Springfield, MOGetting Started - Agile Meets Design Thinking -
University of Virginia on Coursera
Introduction to C Programming -
West Los Angeles Community College
Skills
- Excellent copywriting, editing, and communication skills; with the ability to research and write clear, concise, and correct documentation
- Experience with Agile, Waterfall, software development lifecycle (SDLC), and software as a service (SaaS) environment
- Proficient in Microsoft 365 (Word, Excel, Visio, PowerPoint, Outlook, OneDrive, Teams), Lucid Chart, Business Process Model Notation (BPMN)
- Worked with Articulate Studio and Adobe Captivate, Snagit, Greenshot, Adobe Acrobat, Photoshop and Adobe Illustrator, DITA, HTML, SGML, XML, Cascade Style Sheets (CSS) and user experience design
- Experience with MS SharePoint, Power BI, Google Analytics/Documents/Sheets/Presentations, and markdown markup language
- Knowledge of PeopleSoft Enterprise, JD Edwards, Oracle Cloud ERP
- Experience with the Associated Press Stylebook, The Chicago Manual of Style, and Microsoft Writing Style Guide
- Experience with Jira, Paragon, Smartsheet, ServiceNow, Salesforce, Flare, GitHub, FrameMaker, Madcap Flare, Adobe RoboHelp, ITIL (Information Technology Infrastructure Library)
- Understanding of Health Insurance Portability and Accountability Act (HIPAA), protected health information (PHI), personal identifiable information (PII), pharmaceutical Good Manufacturing Practices (GMP), and Section 508-compliance
- Detail-oriented with the ability to manage multiple tasks through to completion
- Interested in learning new technology, self-motivated, and great organizational skills
- Experience with Windows, UNIX (Sun Solaris platform), Linux, AIX, Macintosh, structured query language (SQL), ability to read programming code
- Amazon Web Services (AWS), client-server, cloud computing, mobile applications, Asynchronous Transfer Mode (ATM), LAN/WAN, Ethernet, TCP/IP, Telnet
- Secret Clearance (Inactive)
Phone
314-579-9765 Home; 323-821-2552 Mobile
Timeline
Technical Writer/IT Business Analyst (Contractor)
Watlow Electric Manufacturing Company
06.2023 - 12.2023
Knowledge Management Technical Writer (Contractor)
Ultimate Kronos Group (UKG)
07.2021 - 05.2023
Sr. Business Systems Analyst/Technical Writer (Contractor)
Charter Spectrum Communications
10.2020 - 04.2021
Technical Writer/Editor (Contractor)
Eventus Solutions Group
06.2020 - 09.2020
Technical Writer / IT Business Analyst / Iteration Manager (Full-Time)
Magellan Health Services
03.2014 - 02.2020
Documentation Writer/Editor (Contractor – as Needed, Upon Request)
Writing Assistance, Inc.
11.2013 - 12.2018
Technical Writer/Business Analyst (Contractor)
Magellan Health Services
07.2013 - 10.2013
Documentation Writer/Business Analyst (Contractor)
Charter Communications, Inc.
04.2013 - 07.2013
Technical Writer/Business Analyst/Quality Assurance Analyst (Contractor)
Iron Data Solutions
06.2011 - 04.2013
BA - English
Southwest Missouri State University
Getting Started - Agile Meets Design Thinking -
University of Virginia on Coursera
Introduction to C Programming -
West Los Angeles Community College
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