Hope Underwood

Researched and translated technical information into manuals and/or web-based documents for both internal non- technical and technical users. Conducted interviews with various users, SMEs, and technical staff and quality assurance staff to gather data for documentation. Observed production, developmental, and experimental activities to determine operating procedure and detail. Tested the operational effectiveness of documentation and made ongoing updates as necessary. Edited, clarified, and proofread documents written by others, and coached other technical staff on ways to improve their own documentation. Managed multiple, complex document projects and provided regular updates to project teams and the Manager of Quality Assurance.
Created and maintained documentation within corporate guidelines. Performed additional tasks as assigned. Ensured that all written material is consistent with the organization's brand message, business objectives and stylistic standards. Controlled and monitored internal documentation, ensured that high quality, professional products are created and delivered on time. Participate or facilitate Business Process Re-engineered activities with business partners. Actively participated in testing technical processes for documentation purposes.

Worked with Agile and Waterfall teams to gather, analyze, and identify documentation impacts. Responsible for review and modification of existing or creating new documentation data in plain language, including but not limited to online help, guides, manuals, briefs, proposals, instruction books, catalogs, standard operating procedures, job aids, templates, and other operational documentation and related technical and administrative publications. Translated complex processes and systems into easily understandable step by step processes. Improves quality, usability, and efficiency of existing documentation. Researched topics and interviews stakeholders to understand communication product requirements; analyzes business problems and helps prescribe communication solutions. Utilized provided tools/workflows to track progress of documentation and ensure publication on Content Management and Governance Tools. Communicated weekly with management verbally and via written detail status report regarding potential problems and concerns. Generate innovative ideas for content and workflow solutions. Lead and participated in project work group meetings to support new products, initiatives, or operational work groups to understand impacts to processes and documentation. Provided subject matter expertise to support operational initiatives as needed including process and system impacts. Communicated and collaborated with diverse internal and external stakeholder groups and individuals. Ensured project documentation follows company legal, business, and regulatory requirements.

Responsible for developing and maintaining training paper-based and electronic documentation including service Manuals and SOPs to ensure the ongoing development of clinical knowledge of BD customers and internal associates using MadCap Flare, SharePoint, Microsoft Office, and publishing software. Worked with BD associates to design, develop, and maintain paper-based and electronically formatted instructional material and documentation for training courses that support BD products. Utilized effective needs analysis, project management, course development, and evaluation skills.

Worked independently to maintain entry and advanced-level courses in plain language for both internal and external customers using multimedia technology and authoring tools. Worked with BD associates to develop and maintain
technical bulletins, release notes, CLSI procedures, and related policies or procedures for BD customers and internal associates. Incorporated effective training design techniques and a variety of training delivery modalities into all training documentation. Ensured a consistent "Branded" look and feel for all BD training documentation and material. Ensured electronic storage, retrieval, and routing, of training documentation in document control systems, and the maintenance of training material and processes in official controlled standard operating procedures. Consulted with SMEs for technical content. Demonstrated strong technical writing, editing, and proofreading skills.
Excellent organizational, problem solving, and time management skills. Demonstrated effective interpersonal and communication skills, including effective internal and external communications. Demonstrated ability to explain complex technical and scientific ideas in simple language. Demonstrated ability to quickly learn company technology and terminology. Demonstrated consistent professionalism in customer and cross-team/functional interactions with high concern for customer needs and expectations.

Designed and wrote Agency's IT Policy publications, policy guidelines, reference materials, process guidelines, and user-community communications. Edited documentation produced by subject matter experts for clarity, tone, and impact. Interviewed relevant subject matter experts (SMEs) to identify the needs of the agency's security departments as well as the CIO and to produce accurate Policy documentation. Developed policy and procedural documentation around the implemented solutions to address the agency Plan of Action & Milestones (POA&Ms). Designed and created forms. Configured documents for compliance with Section 508 accessibility requirements. Researched and developed the use of publication tools for Agency's IT Policy documentation needs.

Designed publications for a range of media, from print-based to interactive and web-based. Acted as conduit for communications to Agency's management and employees. Designed graphics, icons, and branded for agency publications and products. Designed style guidelines and documentation templates. As necessary, participated in application design, error detection, and project management. Performed any necessary supervisory duties for writing-oriented initiatives. Tracked and managed writing projects to meet short-term and long-range milestones. Worked with the Program Manager, Project Manager, and engineers to execute these goals, and was responsible for delivering the tasks accurately and on time.

Worked closely with senior investigators, program managers, developers, data analysts, and researchers in small teams to analyze and communicate the intent and outcomes of programming activities. Wrote and edited instructional and promotional materials for the various projects. Worked with subject matter experts (SMEs) from technical fields to create technical reports and content. Participated in the instructional system design process, and included providing creative and insightful input on organization, design, interactions, graphics, and evaluation for created both paper- and web-based training products. Created technical training that met instructional objectives and written to a level appropriate for the target audience. Tested web-based courses and other on-line materials to ensure functionality. General technical writing, editing, and production activities. QA edited a variety of materials for grammar, style, content, format, consistency, organization, and instructional efficacy.