• Enhanced usability of manual for service level management application (SLM Express): reorganized content to reflect tasks, removed redundancies, exhaustively tested application, corrected inaccuracies, documented unknown features, and clarified prose.
• Eliminated clerical waste-motion and improved accuracy of release information by coordinating with IT experts on Web-based, Perl application that tracked progress of 100+ hardcopy and online documents.
• Managed aggressive schedules by creating detailed communication project plans, getting stakeholders to agree to plans, comparing progress to internal milestones, and taking corrective actions as early as possible.
• Conducted application testing in collaboration with OIT.
• Successfully documented developer tools: software developer kit (SDK), application program interface (API), command line interface (CLI), and script functions. Worked with programming experts to test these tools while documenting.
• Experience with operations and maintenance side of SDLC environment.
• Created internal consumption style guides, FAQs, glossaries, fact sheets, announcements, web content, etc.
• Discovered and fixed problems with online Help for an application deployment system (Distribution Server) by working with support to identify top customer issues. For example, clarified user roles by changing vague description of each role to list of tasks permitted by role; hyperlinked each task to instructions for task.
• Worked closely with the Business Process Modeling and Notation and Service Desk Managers to document process and procedures for the IT Service Operations Team supporting workstation and client side applications.
• Proactively identified communications opportunities for Retail Bank Contact Center and Retail Branches (audience of about 10K associates) that aligned with the strategic vision for the team to continually improve communications that ensured a well-informed, front-line workforce.
• Provided strategic and proactive communications support that aligned with the communications strategies being executed within the Retail and Direct Bank and Local Distribution.
• Reviewed, analyzed, and controlled complex correspondence, reports, documents, and other materials received in the Office of the Chief of Staff.
• Identified strategic opportunities to develop communication to the field that conveyed important corporate messages like Capital One’s Mission, customer focus, franchise ownership, etc.
• Determined the appropriate organization and level for review and response in accordance with Capital One policies, procedures, and requirements.
• Wrote, edited, and produced high-visibility, high-priority products that effectively explained and interpreted the Capital One’s voice and opinion on a variety of highly complex issues.
• Monitor records, file and revise work from time to time.
• Developed and implemented Knowledge Management strategies that provided 24x7 access to communications through multiple digital channels.
• Led the redesign of internal knowledge management tool that led to 75% increase in usage. Developed processes that ensured front-line adhered to industry best practices, policies, and procedures.
• Drove a communications consulting model that used a strategic mindset to influence and determine appropriate communications proactively. Developed communication deliverables that greatly impacted the audience (deliver a “Wow” factor).
• Provided communications support to the Retail and Commercial banking executives and leadership teams.
• Owned, enhanced and executed on a communications calendar that was aligned with communication activities that were ongoing or being developed in branch/contact center/Specialty Sales.
• Collaborated with teams and individuals across the business to create end-product communications.
• Promptly conveyed employee concerns and grievances to the senior management received via different digital channels, such as Voice of the Associate (VoA) – Capital One’s internal version of Facebook.
• Designed and produced master copies of outreach marketing materials for various audiences.
• Created weekly scheduling for news stories bundles delivered to the employee population.
• Contributed, proofread, and edited content for the Capital One blog – The Pulse.

• Created, administered, and facilitated communication plans and online media outreach.
• Assisted in content management of the Capital One blog – The Pulse – including identifying guest bloggers, and sourcing content for the Capital One social media profiles (e.g., Twitter and Facebook).
• Worked on changed management communications with project managers.
• Played a prominent role in setting up and maintaining Capital One’s internal and external social media sites. Liaison between the management and associates for Voice of the Associate – a digital tool for employees to air their work-related views. Worked in close contact with the Marketing Department for developing Facebook, Twitter content and act quickly in case of negative customer feedback.
• Assisted in developing integrated communications strategies and outreach plans for branches and contact centers.
• Identified and developed media and influencer lists to support proactive outreach and engagement promoting Capital One initiatives.
• Maintained internal calendar of key organizational initiatives, communications, events, and timely internal dates.
• Developed messaging and talking points for senior executives and provided feedback on presentation and speech delivery.
• Actively contributed to inclusive work environment by valuing other people regardless of differences and took an active role in promoting practices that support diversity, inclusion, and cultural competence.
• Drafted documents from raw data. Worked with engineers and IT professionals on regular basis.
• Interacted with project management, operations' staff, business users and technical subject matter experts.
• Completely revamped the digital communication process by introducing to the point, humane and simple style of writing. Reduced the number of communications from 5 to 6 a day down to 1 concise communication every morning to branches, contact centers via CRWeb and email portals. Worked with our partners to ensure a smooth transition.
• Created 4 types of digital communications in addition to regular messaging. Those communications were the Daily Communication (addressed to the contact center bankers), OneSource Daily News (addressed to branches), News You Can Use (every Tuesday addressed to both contact center and branch associates), and Look Ahead (every Friday addressed to the branches providing details for events of the coming week).
• Consistently delivered top results on the Retail banking communications front being progressively responsible for supporting expanding operations and piloting successful new programs. Highly regarded for communication, organizational, and analytical qualities that contributed to effective leadership in training and motivating associates in professional growth to achieve corporate goals.

Served as Technical Writer/Communications Lead and Business Analyst for DHS Enterprise Services Directorate (ESD) Records Division. I was the communications expert in a versatile team of consulting professionals with expertise in strategic planning, portfolio management, policy research and analysis, business process management and re-engineering, and technical solutions architecture. Together, we served as trusted advisors for executives to live by the core values and achieve mission success.

· Developed, revised, and reviewed SOPs (Standard Operating Procedures).

· Wrote policies and protocols for the Records Training, Evaluation, and Monitoring (RTEM) Branch.

• Maintained all knowledge-based work files and revised them periodically.
• Established style guidelines and standards for internal DHS and USCIS documents.
• Coordinated and facilitated JAD sessions for Business Process Modeling and Notation in addition to documenting and following up on the deliverables.
• In consultation with the Program Director, developed and maintained conventions for the written presentation of immigration policies, procedures, correspondence, and minutes.
• Worked on harmonizing workflow and management of assets and resources with SMEs and partner agencies.
• Conducted and collaborated research, meetings, and analysis in coordination with stakeholders.
• Developed ideas for better processes.
• Served as the resident expert with subject matter knowledge in writing and editing in direct support USCIS program office activities and advised on all executive-level correspondence issues.
• Worked independently as well as with direction. Invested time working with appropriate personnel to learn the information necessary to produce effective results.
• Prepared analytical documents and data summaries using standard electronic publishing tools.

· Created and maintained templates for operations and quality documents.

· Facilitated additional documentation being an onsite writer.

· Wrote press releases in coordination with DHS Comms.

· Created, prepared, and reviewed USCIS written materials (talking points, fact sheets, briefing materials, memoranda, etc.) for use in conducting, facilitating, and supporting internal and external outreach, briefings, events, meetings, and speeches.

· Developed and implemented communication materials for a wide range of audiences, including executives, working level, and large-scale audiences (over 3,000 individuals). Types of materials included but were not limited to, internal and external letters, newsletters, web-based content, information memorandums, white papers, presentations, Congressional questions for the record, operating procedures and processes and public inquiries.

· Maintained content of the DHS website in coordination with the IT professionals.

• Served as the primary writer/editor supporting the planning, researching, writing, editing and coordinating materials for high-level and complex correspondence, reports, and other documents for signature by upper management officials of the highest levels at the Department of Homeland Security (DHS) and USCIS.

· Used communications and knowledge management activities to enhance the organizations’ impact as a premier organization for innovative transportation solutions.

· Helped develop and implement a comprehensive outreach strategy and marketing campaign to promote USCIS services to DHS stakeholders and potential project sponsors.

• Performed all other types of writing tasks assigned from time and time and whenever needed.
• Conducted research, analyzed legislative issues and trends, followed Congressional hearings and briefings, to develop and finalize master copies of meeting or marketing materials to achieve USCIS goals and objectives.

· Researched, wrote and proofread technical documents for consumption by management.

· Branched out and networked with IT professionals to obtain complex details and present them in a simple manner.

· Created PowerPoint presentations, handouts, press releases, responses to press inquiries, responses to Congressional requests for information, and informational posts to the Permitting Dashboard.

· Provided communication leadership on Business Process Modeling and Notation-based initiatives and projects.

• Worked with existing documentation, creating standardized formatting and filling gaps that exist in the technical and process details for each system, producing a standardized template for each system and populate that template with existing data.
• Interviewed SMEs for each system to accurately complete and bring all documentation up to date.
• Produced technical templates for each system based on an existing supplied template.
• Wrote procedural descriptions for Active Directory, Exchange 2013 and related components, Blackberry 5/12 and associated components, Storage Area Network, Server Physical and Virtual Infrastructure, Enterprise Backup, Configuration Management, Departmental Offices Remote Access (DORA), Desktop Virtualization, Freedom of Information Act & Litigation Support (FOIA\LIT), Mobile Device Management, SPLUNK, etc.
• Worked directly with counterparts within Departmental Offices and Public Affairs team and was frequently called upon to handle requests from both public and senior government officials within the US Department of the Treasury and across the federal government.
• Used good judgment in selecting appropriate formats for projects and meet deadlines successfully.
• Gathered, analyzed and normalized the existing documentation for inclusion in the deliverables.
• Provided technically accurate, completed and professional documents for each system.
• Produced consistent, comprehensive documentation that contained the requisite level of detail to fulfill operations, security, and audit requirements.
• Wrote internal memos, white papers and press releases from the CIO’s office.
• Defined and developed the correspondence style guides, correspondence standard operating procedures, and associated training for employees across the Departmental Offices and field.
• Worked with mandated management reports to identify, compile and analyze data and prepare complex personnel administrative and management reports.
• Served as the subject matter expert and consultant as a member of interagency or intergovernmental teams or standing committees addressing methods for writing and editing to convey highly complex concepts to meet the requirements of USCIS customers at multiple levels.
• Maintained web content driven by changing situations.
• Participated in the Department of Treasury committee meetings to review writing and editorial policies and guidelines, resolve style and editorial differences, and make recommendations for updating the requirements consistent with office priorities and program needs.
• Wrote day-to-day communications as and when needed.
• Produced consistent, comprehensive documentation that provides the requisite level of detail to fulfill operations, security and audit requirements.
• Developed and implemented policy and guidance based on Federal and Departmental regulations and guidance using a high degree of administrative and synthesizing skills.
• Worked with managers and SMEs to identify and maintain current, accurate position descriptions for all employees.
• Applied analytical and evaluative methods to develop recommendations that improve the efficiency and effectiveness of program operations.
• Served as a technical authority to managers concerning administrative policies.
• Designed and conducted comprehensive management studies to develop and implement functional short- and long-range plans.
• Developed and delivered briefings, status reports, and correspondence to managers.

• As editorial advisor and senior writing consultant to program analysts and personnel in OO, helped to: identify process improvements related to writing and review; provide solutions for organization and writing challenges within executive-level correspondence and reports for adherence to prevalent HRSA, HHS, and component styles and standards; and, training correspondence and program analysts on executive-level correspondence production standards and processes.
• Served as an authoritative expert on executive-level correspondence production processes and standards.
• Served as lead editor for the HRSA OO Director, directing the editing, formatting, and distribution of all executive-level correspondence and reports prepared for the Deputy and Administrator's signature.
• Created developer-facing documentation and other forms of technical and training content.
• Proofread and edited all official office correspondence.
• Collaborated with the SMEs to write Security and Compliance documents such as Configuration Management Plan, Contingency Plan, Vulnerability Management Plan.
• Worked with auditors during the yearly audit process and wrote Audit Control Procedural Mechanism. Eliminated moderate, high, and critical.
• Wrote documents in compliance with the NIST regulations, FedRAMP, FISMA, etc.
• Worked through SDLC stages from an operations and maintenance perspective in a collaborative environment.
• Took notes during management-level meetings and prepares official minutes of those meetings.
• Conducted and facilitated quarterly application and software training in a classroom setting.
• Collaborated with program sponsors/owners to solicit and provide input. Solicit approval for plans, measures and reports progress, facilitates involvement, and provides feedback on communication issues.
• Documented and tested the IRMS (Integrated Resource Management System) web application (developed on Oracle and WebLogic) used by accountants to aid in federal agency budget planning.
• Worked closely with subject-matter experts, locally or nationally, to document processes, create end-user documentation, web content for the court's internal and external websites, technical manuals, training manuals, and presentation content.
• Ensured all applicable documents, guides, manuals, and forms were posted to the appropriate websites and kept up-to-date.
• Built Web Help in Adobe RoboHelp for IRMS.
• Acted as an engaged participant in the annual IRMS security audit process that included updating, revising, and creating several documents and evidentiary artifacts.
• Assisted the COR and OIT Security to update documentation in terms of Contingency Plans and Table Top exercises.
• Worked on a trouble ticket system and documented library in SharePoint for software development and application testing.
• Created an exclusive training guide for conducting training sessions for IRMS. Coordinated efforts with SMEs and validated data with the DBA and Java Developer.