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JOY BULLOCK
309 DeChart Lane, Raleigh, NC 27001
919-217-9876 joy@gmail.com
TECHNICAL WRITER/MANAGER
·
Manage
all projects within budget and on schedule
·
Seeking
a challenging role within the Information Technology Industry
·
Develop,
evaluate and manage documentation for technical and non-technical audiences
·
Update
diagnostic, user and reference manuals
·
Function
testing and Level II support experience
Core Competencies
·
Resource management
·
First point of contact for
escalation issues
·
Coach and mentor team members
·
Partner with vendor and
management teams
·
Build and maintain positive
relationships with clients and co-workers
·
Meet deadlines and milestone
·
Provide constructive feedback
as needed
·
Provide timely employee
appraisals
·
Determine training for employees
·
Knowledge and experience using
Microsoft Outlook, Office, Excel, Word, Power Point
·
Strong networking skills to
build clientele
·
Create and maintain a
communications plan
·
Effectively communicate with
teams and stakeholders
·
Experience working with onshore
and offshore teams
·
Knowledge and demonstrated
abilities in Project Management
·
SDLC and
AGILE experience
·
Facilitator and consensus
builder
·
Team
orientation
·
Experience
in developing and delivering high quality documentation
·
Successfully
managed 30 plus teams
PROFESSIONAL HISTORY
SYSTEMS
DOCUMENTATION, INC (SDI) ( Cary and Durham, NC) August
1997- February 2011
Lead Project Manager, Client -
IBM
SDI provides
an outsourcing solution to any company needing information documentation of
hardware and software for client products. We develop programmer references,
diagnosis guides, programming guides, how to install manuals, and many others.
Worked
closely with client. Met all requirements on schedule and within budget.
Created quality assurance and planning documents. Negotiated statement of work
for each project solicited. Expertise leading teams in DITA, AGILE, web
development and Legacy documents.
Joy
Bullock Page
2
Known early
on for taking over a project at any point in the release cycle and turning it
around, maintaining sustainability as well as profitability. Expertise is in taking projects through SDLC.
APAC TELESERVICES, (Newport
News, VA and Greensboro, NC) May 1995
- July 1997
Supervisor, Client - UPS
A call center contracted by
UPS as an outsourcing solution to handle customer service concerns for package
pickup, costs and logistics.
Supervised 100+ employees
during various shifts. Managed employee technical understanding of the UPS
logistics and how to best service customer needs. Scheduled employee training when needed.
Resolved all escalated calls taken by any call center representative.
ADDITIONAL CAREER EXPERIENCE
VERITUDE, (Durham,
NC)
August 2011 to November 2011
Benefits
Specialist,
Client – Fidelity Investments
Assist clients with
health and insurance benefit management including annual enrollment processing
and resolve any concerns. Provide customer support within a call center.
EXPRESS EMPLOYMENT
PROFESSIONALS (Raleigh, NC)
February 2011 – April 2011
Temp to hire
positions with several clients. Includes
working as a Technical Support Representative
for a client requiring assistance with a rapidly increasing email and call
volume regarding recent upgrades with customer products including sales and
customer retention.
Career History also includes: Transportation Analyst, New York State
Department of Transportation, Poughkeepsie, NY, Executive Director,
Neighborhood Based Alliance, United
Way Sponsored with
New York Department of Social Services; Assistant Director, City of
Poughkeepsie, Partnership, Poughkeepsie, NY; Level II Support, IBM, Poughkeepsie, NY; Function Verification Tester, IBM, Poughkeepsie, NY; Information Developer, IBM,
Poughkeepsie, NY.
VOLUNTEER EXPERIENCE
REX
Healthcare, Raleigh, NC November
2010 to present
EDUCATION
·
Master
of Science in Energy, Energy and Resource Management, University of
Pennsylvania, Energy Center, Philadelphia, Pennsylvania
·
Master
of Arts, Planning and Policy Analysis, Morgan State University,
Baltimore, Maryland
·
Bachelor
of Arts, The Johns Hopkins University, Baltimore, Maryland
Joy Bullock Page
3
ADDITIONAL COURSES AND SEMINARS
Basic
Programmer Training, In-house IBM, Poughkeepsie, NY
System
Development Programmer Training, In-house IBM, Poughkeepsie, NY
DITA classes, In-house training, Systems Documentation,
INC, Raleigh, NC
AGILE seminar, In-house training, Systems Documentation,
INC, Raleigh, NC
HIPAA training workshop, REX HealthCare, Raleigh, NC
TECHNOLOGY SKILLS
Platforms: Mainframes,
AS400, Windows 2000 and XP, VISTA, Windows 7
Operating systems
and related utilities: MVS, TSO, VM, LAN, OS2, DOS, AIX, Microsoft
Office, Power Point, Excel, PCOMM, CMVC, DCE/DFS, GSA, AFS, Pubtrak, VICOM,
zPublish, eReview, IDWB,TMB,Lotus, RHIS, Salesforce, HOBS, CCW, IEX, KBA, WI OLR, CSS, TUD, UPDs,
Xtracs
Languages:
SGML, DITA, HTML, XML and REXX
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