Jennifer Wendell Business Analysis, Technical Writing, Usability Testing (Web Site/GUI), Marketing & Corporate Communications jennifer.wendell@gmail.com / (615) 545-7554
			MA: English / Mass Com. minor, MIDDLE TENNESSEE STATE UNIVERSITY (1997) BS: Graphic Com. / Art minor, MTSU (1993) Languages: German, Hindi/Urdu, Flemish Software: Adobe Acrobat, PageMaker, FrameMaker, Photoshop; Exstream Software; Macromedia Captivate 1.01 (formerly RoboDemo), Dreamweaver MX 6.0, RoboHelp X5; Microsoft Access, Excel, Paint, PowerPoint, Project, Publisher, SharePoint Server 2007, Visio, Visual SourceSafe 6.0, Word 2007; Mindjet MindManager 6.0; Serena ProcessView Composer; Zoomerang.
		Education
	Prof. Association
			STC (Society for Technical Communication): Senior Member and International Competition Judge / Mid-TN Chapter: Currently serving as Employment Director, former Publicity Director and Regional Competition Judge. IABC (International Association of Business Communicators): Member and former Editor of Dateline (monthly newsletter of the IABC/Los Angeles Chapter).
		Experience
			June-December 2009 / LINK2GOV (via Vaco Technology) / Nashville, TN Technical Editor + Business Analyst Asked to return and update documentation for the company’s annual IT certification by the Internal Revenue Service (IRS), addressing new security control guidelines established by the National Institute for Standards and Technology (see http://csrc.nist.gov/publications/). Additionally created multiple corporate IT policies to meet IRS certification requirements, and produced several ‘Quick Reference’ software training documents for LINK2GOV’s new parent company, Fidelity National Information Services (see http://www.fisglobal.com/index.htm). November 2008 – May 2009 / Emdeon (via Vaco Technology) / Nashville, TN Technical Editor + Business Analyst Asked to return—3^rd time—to assist the company with its 2009 response to EHNAC (see Emdeon Business Services, January–September 2007). Was additionally tasked to design, document, and track the accreditation response process using SharePoint and a variety of project management methodologies. May-October 2008 / LINK2GOV (via Vaco Technology) / Nashville, TN Technical Editor + Business Analyst Assigned to produce documentation for the company’s IT certification by the Internal Revenue Service (IRS), following guidelines established by the National Institute for Standards and Technology (NIST) Information Technology Lab/Computer Security Division (see http://csrc.nist.gov/publications/). Documents included a Configuration Management Plan, Disaster Recovery Plan, Risk Assessment Plan, Security Features Users Guide, System Development Life Cycle, and System Security Plan. Additionally analyzed the company’s PAY1040 and state tax websites, recommended GUI changes for enhanced usability and to visually unify all sites, and reformatted business rules documentation. March 2008/ Study Abroad / Puerto Vallarta, Mexico Language Student + Business Consultant Attended a 4-week Spanish immersion course (5 hours/day), advised several local businesses on website design and/or potential business improvements, and volunteered documentation for a private school whose educational approach may eventually be replicated throughout the country (see Colegio Mexcio Americano). October 2007-February 2008/ Affinion Group (via Vaco Technology) / Nashville, TN Technical Writer Asked to return and document the company’s post-Exstream document setup and production process (see August 2006). Project resulted in documentation of several IT procedures: Front End + Setup, Verification + Reprints, as well as production and fulfillment procedures for a variety of machines: printers, inserters, booklet makers, and mail sorters. During the assignment, also documented production management and QC processes, suggested process and GUI improvements, created QC checklist formats, and helped structure the format for a new Quality Control job description. January-September 2007/ Emdeon Business Services (via Vaco Technology) / Nashville, TN Technical Editor Asked to return and assist the company with its 2007 response to EHNAC (Electronic Healthcare Network Accreditation Commission, see WebMD Business Services, February-May 2005), resulting in a 99% rating by the commission (a national first). Assignment was extended to include redesigning and reformatting all documentation for the company’s Project Management Office (PMO), consisting of over 100 procedural and tracking documents; designing and publishing a new PMO newsletter; providing online Help documentation to assist with the company’s migration to SharePoint 7.0; and producing several installation and procedural documents for the company’s IT department. July-December 2006 / Family / Cape Cod, MA Caretaker Moved out-of-state to assume caretaker responsibilities for an ailing father, renovating his property and managing medical emergencies until his demise, attending to estate-related affairs thereafter. August 2006 / Affinion Group (via Vaco Technology) / Nashville, TN Technical Writer Assigned to create a Users’ Guide for the company’s complex document conversion process employing Exstream Software. The project was estimated as a 3-month effort, but was completed within two weeks. June 2006 / Evolved Digital Solutions (via Sysgenix Resources) / Nashville, TN Technical Editor + Project Coordinator Assigned to coordinate and edit company responses to a detailed RFP for a radiology information system generated by the Hospital Corporation of America (HCA). May 2006 / Vanguard Health Systems (via Vaco Technology) / Nashville, TN Technical Writer Assigned to gather and document the company’s HIPAA-related IT procedures. June-November 2005 / FONTIS Health (via Vaco Technology) / Franklin, TN Documentation + Training Lead Assigned to produce and manage all documentation and training for a Web-based software start-up, focused on centralizing online services for healthcare users and providers within the HDHP/HSA marketplace. Working together with business owners, subject matter experts, IT system and Flash developers, produced scripts and templates for online Help; online demos (using Macromedia Captivate); Web site pages (using Serena ProcessView Composer); system documentation such as user manuals, architecture and technical notes, production requirements and site maps (using MS Word, Project, MindManager and Visio); and user surveys (using Zoomerang). February-May 2005 / WebMD Business Services (via Vaco Technology) / Nashville, TN Technical Editor + Designer Under the guidance of two project managers, was assigned to edit and manage WebMD’s detailed 2005 corporate response to EHNAC (Electronic Healthcare Network Accreditation Commission, see ehnac.org). EHNAC questions were divided into five areas of business operations: Privacy and Confidentiality, Technical Performance, Business Practices, Resources, and Security. Responses involved links to multiple attachments, and attachments were often referred to by multiple documents. The project involved designing a format for the responses and attachments, managing all cross-references, tracking discrepancies and/or missing documents, and independently managing work load, review cycles, and deadlines. Documentation was mailed to 16 EHNAC Commissioners (in CD format) and resulted in WebMD’s top national ranking. In the course of the project, also designed an EHNAC CD cover and commemorative project T-shirt, designed templates for IT support procedures, and at the request of WebMD’s IT Program Manager, redesigned an MS SharePoint site used by upper management for the company’s multi-million dollar Data Center Conversion Program. At the end of the contract assignment, also used MS Publisher to design a couple of newsletter formats for IT corporate communications. 2003-June 2004 / DELOITTE (via TEK systems) / Nashville, TN Technical Editor + Independent Project Manager Initially assigned to collect Regional and Global IT support procedures for the company’s platform of eight applications (alfabet, DCconnect, Deloitte.com, Deloitte Online, Deloitte Resources, Delta II UI, eRoom and Profiles). Due to time limitations, was directed to focus on Deloitte OnLine (supported for more than 53,000 users in 130 countries) and to format, review, and edit Regional, Global, and System Administration IT support procedures for that application. The project involved extensive online research using all applications, as well as Deloitte's ticket resolution software (Vantive), communicating with subject matter experts (SMEs) both on- and off-site, comparing and resolving multiple (overlapping) information sources, and conducting most activities with a minimum of direction. OUTPUT: Designed documentation templates adopted by management for the entire Deloitte platform, collected and organized procedures for all applications to the extent possible, and concurrently tracked discrepancies between existing procedures and online Help files. Procedures were designed to easily map to Vantive format, and to provide future content management capabilities across all Deloitte applications. During the same period, created a user guide and additional training materials for the Delta II User Interface (Deloitte's dynamic email list management system). Including data resolution checklists, the project generated a total of 34+ documents. April-May 2003 / DELOITTE (via Tanner Corporate Services)/ Nashville, TN Technical Editor + QC Lead Assigned to format and edit Business Blueprint Workshop documents for the client's upgrade to SAP 4.7 Enterprise, acting as final QC check and version control for a team of five writers. Workshops covered four functional areas (Finance, Payroll, Human Resources, and Engagement Management), generating a total of 43 documents. March 2002-March 2003 / CNA INSURANCE (via Worldzen) / Nashville, TN Technical Writer + Training Developer Assigned to produce training materials for the company’s application processing and underwriting software (New Business Application, developed by WIPRO). The project involved analyzing complex software (from use cases and the application prototype) with minimal supervision and/or guidance, proposing GUI improvements where indicated, and coordinating feedback from subject matter experts and business users. Also documented procedures for the company’s Initial Licensing, Licensing Maintenance, and Service Call Center departments, and was commissioned to write and produce a marketing brochure for Worldzen's offshore Collections & Recovery division. The latter project entailed coordinating offshore production resources in Bangalore and Mumbai, India. August-October 2001 / TROY AMDEV (via RHI Consulting) / Nashville, TN Technical Writer + Editor Assigned to produce end-user documentation for the company's Automatic Clearing House (ACH) financial transactions processing software and reporting formats. April-July 2001/ Sound & Video Creations: CLICKEFFECTS / Nashville, TN Technical Writer + Web Site Content Designer Assigned to produce end-user documentation for the company's sports-oriented stadium video and audio entertainment production system; also contributed to Click Effects' Web site content design. July 2000-April 2001/EDUCATION NETWORKS OF AMERICA (via RHI Consulting) / Nashville, TN Technical Writer + Web Page Designer Assigned to produce end-user documentation for the company's education-focused, Web-based link management system, plus online help for internally developed software applications. Also contributed to Web page design, product testing, product tutorials, external marketing pieces, and corporate communications. 1999-2000 / FS INTEGRATORS, Inc. / Santa Monica, CA Senior Technical Writer Produced four user guides and manuals (50-150+ pp. each, including screenshots and graphics) for customized additions to clients' existing Remedy software, as well as a user guide (100+ pp. including screenshots and graphics) for an internal software product (SOM). External clients included Air Touch Cellular, Unilever ('Quick Reference' guide + manual), and General Communications, Inc. Documents were produced with minimal supervision and/or guidance (pace was extremely demanding); documentation feedback was favorable. 1998-1999 / DAINIPPON SCREEN ENGINEERING OF AMERICA (via Technical Standards) / Irvine, CA Technical Editor + Documentation Designer Edited and revised the user's guide and multi-platform installation manuals (PM, PC, and NT) for the latest version of the company's Raster Image Processing (RIP) product (using PageMaker 6.5, FullShot, and Adobe Acrobat/Distiller for PDF conversions). Was then assigned to independently design and produce a user's guide for the company's newest OEM software product release (completed 6/1/99). The latter project involved analyzing complex software with minimal supervision and/or guidance, an extensive revision of the software's GUI (all 200+ proposed changes were accepted and implemented), plus identifying and tracking system bugs (20+ were noted and successfully addressed). 1998 / AAMES FINANCIAL CORPORATION / Los Angeles, CA Technical Writer Interviewed IT personnel to document operational procedures (manual = 200+ pgs); wrote abbreviated user's guide for GroupWise, the company's preferred e-mail and scheduling software; helped produce test scripts w/screenshots for company's operating software system change; used Visio to flowchart old versus new system interfaces; helped design Access database to track system issues and problems noted during new system testing and transition. 1997-98 / PACIFIC-SIERRA RESEARCH CORPORATION* / Santa Monica, CA Technical Editor + Writer Designed, edited, and produced an eight-volume software documentation set on subject of Computational Fluid Dynamics (CFD2000). Also produced corporate policy and procedures manuals, engaged in various marketing and organizational activities, and contributed to the development of PSR's corporate intranet site. * (Acquired by VERIDIAN) 1995-96 / TEMP AGENCIES / Los Angeles & San Diego, CA Support Staff Accepted various short-term assignments in administrative support, purchasing, technical writing, and marketing while writing my thesis. 1991-94 / SSI (Corporate Office) / Tullahoma, TN Technical Writer (part-time) Proposal writing for government installation service contracts (e.g. NASA Ames, NASA Langley, West Point). SSI's bid to manage West Point's vehicle fleet contract (use scheduling and maintenance operations) was accepted out of four competing proposals. 1992 / SSI: ARNOLD ENGINEERING DEVELOPMENT CENTER / Arnold AFB, TN Instructional Software Editor Helped design and edit the AEDC Information Management System (AIMS) online users' guide, used to track numerous complex, multi-million dollar aerospace testing programs at the U.S. Air Force's AEDC wind tunnel test installation. 1989-90 (+ 1984) / UNIVERSITY OF TENNESSEE SPACE INSTITUTE / Tullahoma, TN Publication Specialist Designed and produced several publications, including UTSI's academic catalogs and brochures. 1988-89 / SVERDRUP TECHNOLOGY / Tullahoma, TN Associate Editor Edited text and designed layout for the SPRS Bulletin, a quarterly scientific newsletter published by Sverdrup (now Jacobs Technology). 1986-89 / SSI: AEDC / Tullahoma, TN Editor Wrote, designed, and produced High Mach (a 24+ pg. monthly magazine) and aedc today (a daily electronic news bulletin) for approx. 4,000 USAF and contractor employees. 1980-82 / CARDIFF PUBLISHING / Denver, CO Operations Manager + Editor Served as coordinating liaison between publisher and all departments of the company to produce a 100+ pg. bi-monthly magazine addressing the cable television industry. Also functioned off-site as editor and logistics coordinator to produce, deliver, and distribute convention 'dailies' (1,000-15,000 copies produced in Denver, then shipped to distribution point overnight) at national industry conventions. REFERENCES AVAILABLE UPON REQUEST