Recruited to document new, proprietary software; grew role into leadership of all technical documentation content, training, and delivery. Initiated web training and support. Collaborate with software developers, database administrators, project managers, IT staff, and management to design and implement agile, reusable technical documentation and online support. Perform testing and ensure quality for web delivery processes and systems. Build and maintain SharePoint portal and databases. Write marketing and PR materials.

Sent in as “cleaner” on mismanaged project to document business requirements and translate  functional expectations into technology components for 772-bed, 500-physician hospital client.    

• As primary liaison between business and IT groups, created user, installation, and administration guides, online help documentation, and Web page content.

• Resuscitated project, delivering contracted
  objectives and saving account.

Designed  customized MS Office training programs, wrote instruction materials, and led training classes.

Hired as Help Desk Analyst/Trainer offering support for Novell, Windows, and reinsurance applications for 3,000+ employees in 15 U.S. locations. Provided desktop support to C-level executives worldwide; stepped up into IT manager role after being asked by CIO to spearhead IT infrastructure for new division. Served as Deputy Business Continuity Manager responsible for security and disaster recovery.

• Selected by CIO to implement IT infrastructure and deploy WAN for offices of new company division in London, Zurich, San Francisco, and New York.
• Analyzed help desk calls to identify primary problem applications;implemented early web-based help desk, topic-specific JIT training, and “PC Patrol” for global emergency hands-on desktop support.
• Created solution for Lotus Notes to work with Palm Pilot and sold business case to C-level decision makers to make Palm Pilot choice as enterprise-wide PDA over Psion PDA despite strongly differing regional preferences.