Cynthia Pipitone

Experience

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  Index Sensors & Controls

  Jan 1998 - Jan 1999

  Marketing Associate

  • Create procedural instructions for the manufacturing processes• Interview SMEs, including engineers, technicians, and sales managers • Create specification sheets and marketing brochures• Design artwork for keypad membranes to engineering specifications using Illustrator and Corel Draw on both PC and Mac• Maintain and update marketing materials, technical and troubleshooting manuals, and product sheets• Prepare graphics, photos, and illustrations for online viewing• Coordinate trade show activities including preparing presentations, materials, booth reservations, travel, etc. Show less

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  Safeco

  Jan 1999 - Jan 2003

  Technical Writer/Web Designer

  • Write, edit, and produce software procedural manuals for Business Continuity Planning• Document and illustrate process flows • Manage, coordinate, and develop Intranet web sites, online help, site indexes, and online training courses• Interview SMEs, including programmers, analysts, and technicians• Analyze, consult, and test for usability of the design and layout of web sites and manuals

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  EXcell, a division of CompuCom Systems Inc.

  Jan 1999 - Jan 1999

  SAFECO Lead Technical Writer

  • Lead Contract Technical Writer for SAFECO's IT Department's Business Continuity Planning Project• Interview subject matter experts• Write, edit, create, and server test documentation for business continuity program• Manage project plan and progress reports for writing team• Coordinate group walk-through testing, peer edit reviews, and lab testing of documentation

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  TEKsystems

  Jan 2003 - Jan 2003

  Sears Contract Technical Writer

  • Interview all departing IT SMEs and document server application builds before datacenter relocation• Create just-in-time training modules for application technology knowledge transfer, delivered bi-weekly• Write server documentation and procedures for emergency server builds• Document project plan and report progress to out-of-state management

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  Texas Historical Commission

  Jan 2003 - Jan 2003

  Technical Writer / Web Designer

  • Write and design content for brochures and website• Collaborate with users, SMEs, and other team members to drive the product and information development process• Design interface of new site and work with programmers to enhance usability of the application GUI

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  ACS - Affiliated Computer Systems (acquired by Xerox)

  Jan 2004 - Jan 2005

  Technical Writer

  • Interview SMEs and document server builds and application configurations for business continuity requirements• Write white papers for applications, systems, and processes• Illustrate and document process flows using Visio, Flash, and/or HTML• Project Manage all phases of website redesign and communicate progress with all stakeholders• Cross-train web support staff • Create templates for Software Requirement Specifications, Release Notes, Sign-off Form, System Documents, and Help file content• Create simple online training courses in Flash Show less

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  TEKsystems

  Jan 2004 - Jan 2004

  Contract Technical Writer

  • Populate proposal templates for a corporate program office• Customize proposal responses to accommodate unique circumstances in each proposal• Complete Statements of Work, Rate Letters, and Time and Expense Estimates

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  TechLink Systems

  Jan 2005 - Jan 2005

  Dell Services Proposal Manager

  • Populate responses to RFPs and RFIs, and develop unsolicited proposals • Analyze questions and requirements• Query database for existing responses, then edit responses and customize to meet customer needs• Manage proposal database• Research content to add to database• Interview SMEs for proposal responses and edit input for content continuity• Combine content from multiple sources and edited for continuity of voice, style and format

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  Continuum Applied Technology / CORRIDOR Software

  Jan 2005 - Jan 2006

  Lead Business Analyst

  • Collect and write specification requirements, working with developers and stake holders to identity and interpret customer, hardware, and software needs• Write and analyze software specifications, and host JAD sessions with developers to refine specifications• Develop Business Analyst processes and procedures and develop/deliver training to BAs and Engineers • Write, create, and maintain online Help files• Track and report production progress• Assign and prioritize workloads for department Show less

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  Medicus Partners

  Mar 2006 - Apr 2007

  Dell Technical Writer / Proposal Manager

  • Manage proposal database• Create automated tools for proposal creation, develop and deliver training• Research content for proposal responses• Interview SMEs for proposal responses and edit for content continuity• Liaison with external marketing agency to assist with proposal branding

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  Dell

  Apr 2007 - Dec 2013

  Global Content Manager

  Self-motivated, passionate individual who gets the job done. • Manage global proposal content to respond to customer questions regarding products, services, warranty, and all other corporate information. • Write, edit, publish and maintain the content using a content management system. • Work across teams and lines of business to gather required information for new launches, end of life, and changing technologies. • Work within Brand guidelines.

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  Austin Energy

  Dec 2013 - Dec 2015

  IT Business System Analyst Sr/ Technical Writer

  • Contractor through Texas Gov Link. Developed intake process for ServiceNow enhancement requests. Work with clients to gather requirements. Write business specifications, demonstrate workflows, and mock-up interfaces. Perform some ServiceNow Admin functions - editing form configurations, creating/editing roles and group permissions, creating service catalog items, models, and vendors, customizing reports, transform maps, and more. Liaise with external vendor to gather implementation requirements of new application modules using SCRUM process• Develop use cases, and contribute to test case development• Plan and schedule project activities, assigning resources, and developing timelines for all deliverables.• Develop metrics for project milestone tracking and reporting to supervisors, managers, executives, or other stakeholders • Deliver process gap analysis and facilitate cross-departmental agreements to remedy the gaps. Facilitate working sessions across departments to capture process understanding, “as is” then work to develop and deliver “to be” process improvements • Consult on, and document, business process improvement opportunities and implement improvements per ITIL standards and identify and report potential risks and work to mitigate, or escalate as needed • Document all policies, processes, and procedures, create flowcharts, and advise on process best practices and improvement opportunities. Work with Subject Matter Experts (SMEs) across all lines of business to analyze and scope process documentation needs• Liaise comfortably with multiple audiences of varying career levels, develop training materials, and provide training instruction online and in classroom Show less

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  The Home Depot Tech Center

  Dec 2015 - May 2017

  Converted to full-time employee.• Manage complex project enhancements and system integrations with internal applications, as well as vendor systems. • Scrum Master for ServiceNow SDLC process• Develop process documentation to improve quality and consistency across multiple customers; internal and external. • Lead requirement gathering sessions with customers and stakeholders.• Work with teams and subject matter experts to develop technical project plans, define milestones and timelines, and manage progress and reporting. • Attend leadership status calls and report completed project tasks, overall progress, and any risks identified and pending remediation plans. • Troubleshoot outstanding issues and pursue additional information between all parties. • Manage scope creep through documentation and negotiation. Show less Lead Business Analyst on the ITSM Tools Team, specializing in ServiceNow development and deployment. Contractor through Brooksource. Using Agile processes to work through the SDLC module, creating Epics, Releases, Stories, Changes, Test Cases, Defects, and Enhancements. • Lead BA for ServiceNow upgrades and for analysis and process improvements for CMDB configuration and maintenance• Gather business requirements for enhancements, defects, and ad hoc requests and create specifications for developers and quality testing. Work with stakeholders to define requirements and ensure accurate development • Create data dictionaries for intake forms and define workflows, approvals, groups, and notifications • Develop Test Plans and Cases for UAT, execute tests, capture results, and develop defect reports for remediation efforts. Track defects through story (requirements) creation, sprints, change requests, and release• Develop and deliver training for the Test Module for all Subject Matter Experts.• Experience with ServiceNow modules: SDLC / Agile Devlopment, Change, Incident, Problem, Project, Request Fulfillment, and CMDB; all following ITIL recommendations Show less

  • Project Lead Business Analyst

    Jun 2016 - May 2017

  • Lead Business Analyst - Contractor through Brooksource

    Dec 2015 - Jun 2016
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  Dimensional Fund Advisors

  May 2017 - Jan 2023

  • Senior Service Management Specialist

    Jan 2022 - Jan 2023

  • Associate, Technology Services Management

    May 2017 - Jan 2023
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  Italy

  Feb 2023 - now

  Retired

  Retired early and moved to Italy. Living and loving life.