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Disponible le : n.c.
Intitulé : Technical Writer, BA, Procedures, Testing, Documentation, E-Learning, Training, Facilitator
Localisation : 00   Toronto    Mobilité :
Prix :    410   €/heure  ( à discuter )

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Highly successful at listening to my client’s needs, offering specific, measurable/ observable,
reachable, realistic and valid solutions to improve productivity, while respecting diversity.
World class client acumen with a commitment to customer service.

Dynamic seasoned bilingual IT/HR professional with extensive experience in public, private and international companies in Canada, France, and USA. Expertise in a range of sectors: finance, banking, telecommunications, pharmaceutical, transportation, broadcasting, government and publishing.
Performed different roles doing business analysis, captured reporting processes, workflows, data flow, manual/ system testing (QC), validation and implementation. It also included coordinating artifacts, help desk, web content, developed user/training and participant’s manual; technical writing/ documentation, and updating online software technical docs, operational /security manuals and financial procedures throughout the SDLC. Analysed business and user needs, created/designed document templates based on requirements. Maintained control over documentation based on SLA’s. Facilitated sharing technological knowledge. It included identifying impact of new technology/ upgrades/rollouts to existing training materials/ processes and to develop transition materials to the training sessions in both languages. Translated user needs into technical system specifications for new customer orders. Recommended new processes: incorporated changes and adding new info as the software evolved.
Collaborated with high performance team, stakeholders and staff in marketing/ sales environment in the facilitation of transfer of technical knowledge as well as working with legal counsels regarding compliance with standards, and procedures. Considerable knowledge and experience of evolving technologies. Involved in e-learning, training needs analysis, design, development, delivery of courses with multimedia, blended learning (multi-media, including videos editing), evaluation; performance assessment & feedback assessment of user knowledge and surveys.

FREELANCE__ Editing/Proofreading/Translation E/F/Media SINCE APRIL 2016
Participated in the promoting and broadcasting of cultural events via newspapers, Language schools, recruiting firms, Toronto events etc... Collaborated in the development of a survey.

Bus Systems Consultant- CIBC– Toronto Nov 2015- March 2016
Technical Writing/Editing/Proofreading, and Translation E/F of IT documentation of Billing. Supported business, design, and development on requirements as well as reviewing/coordinating its artefacts on Sharepoint.

MCF Consulting -Translation E/F, International Relocation Procedures April 2013- Nov 2015

CIBC- Training & Communication Nov 2012 – March 2013
Created a template and developed in collaboration with SME’s, a user guide for PM’s-ServiceNow (Saas), with an escalating process for IT change requests & a basis for training. Created a prototype with a user friendly approach to identify all parties involved in the process.

MCF Consulting- Training FSL, Translation/Editing docs/articles F/E Sept 2010 – Oct 2012

Technical Writer
Broadcast Management System – Toronto May – August 2010
Documented and gathered info of business operations & processes, created use cases for new requirements and types of reports (specific database) in collaboration with SME’s for program scheduling, order entry, commercial scheduling, revenue management, and billing from start to end.

Process Improvement & Evaluation Analyst
MCSCS-Justice Video Network -Toronto Aug 2008 – May 2009
Coordination of TRA, PIA and documentation for Enterprise Architecture with OPS Checkpoint Artifacts. Ensured that the performance indicators, tools, benchmarks & outcome measurements where based on RFP/ SLA. Established QA standards in collaboration of SME’s. Established baseline for performance upon which client’s satisfaction of JVN services can be measured. Attended ADM executive meetings to provide support (research, presentation, documents).
Documentation Specialist
Sigma Software Solutions –Toronto May 2006 – June 2007
As a Lead, updated telecom software for Billing/Accounting. In collaboration with SME’s, developed user, operational/security and training manuals/sessions designed for Customer Services representatives enrolling new customers and providing customer service to existing customers- local, long distance and calling card, and system functionality. Train-the trainer & made recommendations for case scenarios with exercises including testing.

User Acceptance Testing (UAT) Lead -HR Web site Editor – E/F
CIBC- Toronto Aug – Nov 2005
Edited/proofread web content & intent of HR site orientation programs in French, prior to launch including testing. Review of CBT programs such as GBST: Global Banking and Securities Transactions and DCM: Debt Capital Markets.

MGCS- Service Ontario – Toronto Nov 2004 – March 2005
In collaboration with SME’s, updated a training manual based on business transactions in accordance to Service Level Agreements. Collaborated in the design/development of a guide for a Library project across Ontario providing basic government info services to clients online, by phone & in person.

Trainer Departments of Health & Agriculture – Ottawa Feb 2004 – June 2004


Instructor, Coach_SAP / Business Objects – Paris, France Sept 2001 –March 2003
Facilitated the transfer of architectural knowledge at different levels of technical skills at target date. Train-the trainers, coached SME’s who needed to understand the system, to build new software for international production. Developed a training strategy, procedures & methodologies based on standards. Internal Web content development of training site. Collaborated with high performance team, stakeholders, Visual Designers, Developers and staff in marketing/ sales environment in the facilitation of transfer of technical knowledge. Documentation in English/French.

Documentation Specialist, Testing, Coaching - Covansys – USA-New Jersey May 2000 – Feb 2001
Covansys (RFP’s)
Assisted in the development of business proposals (RFPs), including slide presentations.

Pfizer (HealthCare-call centre-user /training manuals)
Assessed system user requirements and coached a Technical Writer. Developed the templates for user guides and training manual as well as a test simulation in regulatory/compliance to FDA guidelines and SOPs, for personnel such as the Admin, Representatives responding to product inquiries and Support staff. Designed graphical icons, screenshots, layouts, text navigation bars, and comprehensive navigation. Generated on-line help using RoboHelp and Web links. Solicited user requirements from various team members for data collection.

Miradient (e-commerce for global electronic invoice mgt)
Assessed and recommended procedures for tracking documents on the web; created an index, glossary
and a Web Site Map; provided links to documents and content on the Web.

BA, Technical Writer, Testing June 1998 – June 1999
Paragon Computer Professionals – USA- New Jersey
Lucent Technologies (Facilitation, CMM business processes and procedures for software)
Facilitated and consolidated documentation for Software Development processes and procedures (product life cycle) based on the Capability Maturity Model (CMM). Provided recommendations in developing and integrating process and information models between processes to eliminate information and redundancies.

McGraw Hill (electronic payment processing-credit card)
Created a User Guide for the installer, programmer and operator on a new Power Builder client/server application of a credit card system. Generated documentation from source code. Using the software to acquire a working knowledge of the product and doing manual testing.

AT&T (financial control/processes/procedures)
Analysed business functional requirements to identify decision flows of the system for the recovery and reconciliation of payments and pay checks, as well as banks’ polling. Documented financial processes, statistical/financial data standards and procedures, the installation and operations of applications as well as the escalation and alert processes for trouble tickets and reports related items. Working with software developers and financial subject-matter experts to obtain product knowledge and technical information.

B.A., Documentation Specialist, Help Desk, Testing May 1997– May 1998 / July 1999 – Feb 2000
Fujitsu – USA - New Jersey
Fujitsu (International Help Desk Support/ Change Request Coordination, E/F documentation)
Dispatched change requests and trouble tickets in Lotus Notes. Maintained issue and change logs. Assisted in the support of system design. Recruitment of IT staff.

Chase Manhattan Bank (securities)
Analysed business functional requirements to identify information, procedures and decision flows. Detailed interviews to solicit user requirements using quantitative analysis and data collection of statistical/financial data. Assessed the data base management requirements of the financial system, for data migration to the replacement system and meet the bank’s requirements.

AT&T (connectivity)
Assisted in ensuring that all hardware, software and connectivity were purchased, received, installed and operational at client-designated sites.

AT&T (Billing)
In collaboration with SME’s, analysed user requirements and revised the project proposal for Billing. Developed testing strategies. Provided GUI designs, layouts, screenshots and descriptions for the control panel.

SNET (E-Gateway) In collaboration with SME’s created a user Guide for E-Gateways first release for the installer,
Programmer and operator, including bus rules for the system administrator. It also included manual testing.

CompuServe (migration of data/client orders)
Translated user needs into technical system specifications for new customer orders. Provided GUI designs, layouts, screenshots and descriptions for the control panel; created storyboards and user cases as well as developed documentation on data management and migration. Formatting and preparing layouts of text and graphics using desktop publishing tools. Recommended new processes: incorporated changes and adding new info as the software evolved.


Master of Education, University of Alberta
B.A. (History), University of Ottawa
Diploma in Micro Computer Systems Programming, CDI College, Ottawa
Fluent in English and French (both written and oral)


DATABASE: Oracle, Data Ease, e-Business with ERP integration
APPLICATIONS: Lotus Notes, Power Builder, Visual Basic - HTML, VB
SOFTWARE: MS-Office, Word, Excel, Access, PowerPoint, Microsoft SharePoint, Microsoft Project, Lotus Notes ScreenCam, Lotus Web Content Management, Full shot, Flash, Photoshop, FrontPage, Adobe-Acrobat, Distiller, Captivate, Articulate, RoboHelp, Frame Maker, Snag It, Visio, Remedy, Crystal Reports, Service Now, SaaS-Service Now, Learning Management System.
Formatted and prepared layouts of text and graphics using desktop publishing tools.
Provided GUI designs, layouts, screenshots and descriptions for the control panel; created storyboards and user cases as well as developed documentation on data management and migration.

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