Resume

Summary

  • Exceptional at turning business needs into process and application deliverables.
  • Skilled technical writer for user support, policy, and process documentation.
  • Creates eloquent and focused communications.
  • Excellent problem solver who identifies effective solutions to difficult challenges.
  • Communicates effectively with all levels of an organization, from end users to the C-Suite.

Experience

Owner/Consultant

KDW Consulting Services

November 2017 – Present

Freelance consultant offering a wide range of services to help small businesses and nonprofits operate more efficiently.

Services include

  • Application Consulting: Research, Implementation, Upgrades, Migrations
  • Technical Writing: Process, Policy, User Guides, Standard Operating Procedures
  • Process Development & Improvement
  • Social Media Management

Client Project Samples

  • Implementing business systems for travel startup to manage business, sales, social media, and support business growth.
  • Social Media Management of Facebook, Instagram, Nextdoor, Google My Business, and more. Including content creation, posting, and engagement.
  • Nonprofit donor management systems implementation, data migration, web form development, and training, including custom user guide for system
  • Major policy and standard operating procedure update for large non-profit organization in order to meet government program requirements.
  • Formatted, standardized, and edited course textbook for educational use at the university level.
  • Researching software options for operational needs, providing detailed recommendations report, and guiding implementation.

Project Management & Application Specialist Consultant (Remote)

Connor & Connor Associates

Sep 2012 – June 2018

  • Consultant to Fortune 500 Corporation to upgrade vendor-provided SaaS Occupational Health and Safety records software (Occupational Health Manager (OHM)). Responsibilities included, but are not limited to: project management, communications, risk analysis, equipment interfaces, user acceptance testing (designing and performing), and demographic interface mapping.
  • Developed processes to improve end user data entry, align processes across clinics/sites, reduce errors, ensure compliance, and enhance reporting abilities.
  • Served as subject matter expert on application, including table design and management, system settings, security roles, application user issues, data mapping, process development, and appropriate management of historical data.
  • Provided comprehensive training for client system administrator on application, including: ticket prioritization and resolution, application upgrades, managing settings and security, and change management.
  • Provided continued support post-upgrade for additional version upgrades, guidance on application decisions, technical expertise and research, and troubleshooting.
  • Created extensive user support manual customized to client business process that captured all user processes in the OHM application.

Pfizer, Inc.

Business Analyst (Mar 2007 – Feb 2012) | Disability Coordinator (Aug 2003 – Mar 2007)

  • Promoted to Business Analyst based on outstanding reputation and exemplary work.
  • Business Line Project Lead for the implementation of Occupational Health & Safety records application.
  • Led cross-functional team of analysts, RNs, and APRNs to develop application processes for all staff.
  • Represented Occupational Health & Wellness (OHW) on Corporate Medgate Governance team, working closely with business line leaders in Safety, Industrial Hygiene, and Business Technology.
  • Implementation and management of Medgate application:
    • Launched application to 13 sites simultaneously across the US, PR, UK, and Ireland.
    • Determined appropriate system settings, security profiles, table values, and user views.
    • Developed and delivered user training.
    • Led and performed User Acceptance Testing (UAT) and identified resolutions to reported issues.
  • Launched application to 10 more sites under high-pressure deadline post-company merger, with great success and praise from business leaders.
  • Functioned as system administrator Medgate (Medical Module), supporting US, PR, UK, and Ireland sites.
  • Authored extensive documentation and communications, both for local and corporate-wide use.
  • Established key site and corporate-wide metric reports on short-term disability and occupational health.
  • Instrumental in implementation and maintenance of proprietary disability management application, including but not limited to:
    • Process development, documentation, and guidance for case managers US corporate-wide.
    • User acceptance testing and quality assurance on application performance, and
    • Defining reporting requirements.
  • Functioned as subject matter expert for business leaders on disability records management and disability regulations, resulting in increased compliance through changes to corporate disability policies at a state and US corporate level.

Disability Assistant

Connor & Connor Associates at Pfizer

Aug 2000 – Aug 2003

  • Evolved role from a basic data-entry position to multi-faceted disability program assistant, leading to the promotion to Disability Coordinator and job offer from client company.
  • Recruited for high-visibility projects, including evaluation and implementation of proprietary disability management application.
  • Streamlined data entry and disability tracking procedures.

Education

Charter Oak State College

Bachelor of Arts, Liberal Studies, with Honors

English Literature and Theater Studies

University of Connecticut (UCONN)

Theatre Studies & Stage Management