NATALIE NINE | DESIGN

Professional

The Linde Group

  • In collaboration with SMEs designed and built a Wiki knowledge base content management system, including UI/UX design and graphics, GIF animations, style sheets, and usage documentation.
  • Created standardized Application Screen templates.
  • Created application specific interactive calculators and knowledge review quizzes.

Synchronoss Technologies

  • Created and did the content writing for an online Support Knowledgebase; including SOPs, Diagnostics, Process Flow, SLA determination, usage documentation, ticket handling, and issue escalation.
  • Participated in the development of Metrics Capture and Automated Reporting.
  • Prepared statistics and agendas for monthly Departmental Process Improvement Service Reviews.
  • Designed and did the content writing for Quarterly Presentations.

Parsons Brinkerhoff

  • Analyzed existing documentation and interviewed Applications, Operations, Management, and Systems Department Representatives and Subject Matter Experts to ascertain documentation objectives and best practices used to design and build standardized InfoPath and SharePoint Team Knowledgebase Templates.
  • Populated new templates from existing documentation and in consultation with SMEs, as well as worked with employees to help them gain proficiency with the new documentation formats.
  • Project managed scheduling with SMEs to monitor progress and complete their documentation requirements.
  • Prepared and presented weekly status reports to the Project Team.
  • Created Usage and Transition Documentation.

JP Morgan Chase

  • Worked with Department Representatives and Subject Matter Experts to convert Regional Data Center Documentation into a Global standardized template format. Documentation platforms included Word, Excel, Power Point, Visio, and Captivate.
  • Entered new documentation into the SharePoint 10 Repository and initiated the Approval Workflow Process. Worked with SMEs and Governance throughout the editing and revision process through to final approval and release as business as usual.
  • Prepared and presented bi-weekly status reports to the Project Team.
  • Created Usage Documentation, Acronym Tables, Documentation Templates, Style Guides, Quick Reference Cards, FAQ Sheets, and developed integrated Training Modules and Assessment Tests in Captivate.

Morgan Stanley

Wealth Management Technology IT Onboarding Documentation

  • In collaboration with the Wealth Management Technology Resource Management and Onboarding Team SMEs reviewed and updated runbooks, process flows, reference documentation, and Jive wiki based documentation. Created presentations and standardized communication templates.
  • Design, build, and content writing for new SharePoint and Jive sites and sub-sites.
  • Writing of BRDs, Process Flows, Mockups, and UAT for task automation initiative.

Technology Risk- Technical Documentation Project

  • Participated in a cross department analysis of Technical Support Documentation Requirements for Core Systems. Including review of all Support Documentation: Knowledge Base Articles, Support Procedures, System, Business, and Data Architecture, Life Cycle, and Flow Diagrams, Associated Reference Materials (Data Dictionaries, Standardized Taxonomy), Applications and Tools, and Training Materials. Based on actual usage view statistics and UI feedback, made determination if information was up to date (based on last access, modification, and SME certification) or should be revised or archived as legacy, and if it met current Regulatory Requirements.
  • The Project Team created a standardized Twiki support template that was widely adopted firm wide incorporating ITIL and FFIEC concepts and taxonomy.
  • Created and conducted presentations for client groups interested in improving their web based or SharePoint support documentation.
  • Developed customized documentation solutions with individual Development and Application Support Groups and worked with them on content conversion across a wide variety of documentation platforms including HTML, Twiki, SharePoint, Word, Excel, PDF, Power Point, Visio, JPG, GIF, PNG, and Camtasia. Wrote User Guides, Quick Reference Cards, and User Training Materials. Organized daily or weekly status meetings with the client groups to review progress.

Lehman Brothers Inc/Barclays Capital

  • Primary for overseeing the group’s Twiki website organization and content. Primary contributor for technical and procedural writing.
  • Developed support procedures and wrote all web based run books for the Server Operations off hour support initiative when it was first taken over from the System Administration groups.
  • As a Senior Support Analyst, reviewed and evaluated new support areas and functions for the group, then wrote the new first level support procedures and worked with the client groups to certify, and establish SLAs. Examples: Taking over first level monitoring and support for SAN, LDAP, and SMTP.
  • Performed hands on first line monitoring, technical support, and team management for 2900+ Unix Servers and 10000+ Linux Servers (Americas and Asia) for the Server Operations Group. Monitoring for Neuberger Berman Trade Processing. Monitoring and escalation for Autosys Batch Processing. First level contact and support for Client and Application Support, Incident and Crisis Management. Prepared daily shift reports for handover to offshore support.
  • Prepared, Organized and Conducted weekly Change Control Meetings for the Operations, Linux and Unix System Administration Groups, as well as for Emergency and Scheduled Maintenance Work such as Power Downs and DR Testing.
  • Served as the liaison between the Server Operations Group and the Unix and Linux System Administration Groups. In this role responsible for monthly status reporting, performance metrics, procedural review, change management review and scheduling, application and tool development.
  • Primary for RealOps (Automated Operator/Workflow) process logic. (Technical advisor)
  • Project work included: Created online hardware architecture reference tables, Designed automated web form for client notification and outage tracking, Designed dynamic monitoring prioritization tool. Worked with programmers to develop scripting for standard checks, Created Sentinel branch and cluster monitoring views. Developed training materials for the intern program.
  • Personnel Management: Interviewing, training, scheduling, projects, workflow, management, time sheet approval and bi-annual employee performance reviews.