JESSICA R.

GOMEZ
jraegomez@gmail.com
(541) 391-9213

PROFILE
Passionate and experienced Technical Writer, Process Development Manager, and Program Lead. Solid background in Policy Document Management,
Strategic Planning, Training and Application/System Implementation, and Project Management. Experience working in fast-paced Agile environments
demanding strong organizational, technical, and interpersonal skills. Expert in Microsoft Office Suite (including SharePoint) and Adobe Creative Suite
(including Acrobat Pro and InCopy/InDesign). Proficient with WordPress, Hootsuite, PageMaker, Salesforce, and various content management systems.

EXPERIENCE
January 2019 – July 2019
FCR Roseburg, OR
PROGRAM LEAD
· Manage all Tier 1 and Supervisor level customer contacts via phone and email in support of healthcare client program.
· Maintain compliancy with HIPPA and PCI requirements.
· Provide direct QA Feedback and coaching to develop agents assigned to the team (14-16 agents per team)
· Serve as role model and mentor in customer service and meeting SLA requirements, and provide Supervisor-level instruction and coordination
to ensure all SLAs are met and agents performing at required level

November 2018 – January 2019

Best Western Plus Hartford Lodge Sutherlin, OR
FRONT DESK AGENT
· Prepare, organize, secure, and maintain all confidential files and audit records through the Virtual Matrix system.
· Reconcile all daily accounting data, both manual and computerized. Prepare all month end production reports with eye for accuracy.
· Hands-on experience in keeping records of room availability and guests' accounts, manually and by means of computers.
· Provide guest services by solving problems, satisfying requests, operating phone console, organizing arrival and departure bills, reservations and
security.

August 2016 - January 2017

General Ledger Resources / EDF (Contractor) Rancho Bernardo, CA
TECHNICAL WRITER
· Responsible for development, maintenance, and governance of policies, processes, and procedures for both Corporate and IT Division at EDF
Renewable Energy in support of compliance with North American Electric Reliability Corporation (NERC) and Federal Electric Reliability
Commission (FERC) regulations.
· Actively collaborated with key business partners and SMEs in researching, developing, and recommending enhancements to new and/or
existing policies and procedures.
· Provided leadership in ensuring prospective policies, processes, and procedures are properly vetted, documented, and approved by Compliance
and/or Legal in accordance with change management procedures. Provided instruction and direction regarding changes to systems, established
policies, regulatory updates, processes, products, and procedures.
· Administered and provided oversight and direction in administration of online policy and procedure manuals, training, workflows and
processes, and change notifications.
· Served as Tier 1 support for administration of SharePoint sites for the IT Division and Compliance teams.

November 2015 to February 2016

Union Bank San Diego, CA
VICE PRESIDENT, PROCESS DEVELOPMENT MANAGER
· Defined and documented business and banking processes and procedures for Residential Lending Retail Operations at Union Bank.
· Performed detailed analysis of existing collection of policy and procedure documentation and identified key areas of process development and
improvement, including systems and applications development, usage, and access.
· Structured, managed and maintained policies, procedures and supporting documentation in Risk Management-based CMS, ensuring adherence
to document retention and risk management policies and Identifying risks and related controls.
· Coordinated with the Operations and Training departments to develop online policy certification and training curriculum.

March 2015 to November 2015

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Genuent / Union Bank (Contractor) San Diego, CA
TECHNICAL WRITER
 Generated and maintained employee training guides, job aids, quick reference guides, and policy guides for Residential Lending Wholesale and
Retail Operations at Union Bank.
 Performed detailed Gap Analysis on existing collection of policy and procedure documentation to ensure updated in compliance with new federal
government regulations in mortgage banking.
 Promoted from Contractor to Union Bank FTE as VP Process Development Manager November 2015.

November 2014 to January 2015

SupplyPro (Contractor) San Diego, CA
TECHNICAL WRITER
 Researched and created tutorial-based online help documentation for inventory management systems software and hardware; approximately five
tutorials per week.
 Generated and edited product brochures, website content, and marketing campaign copy for distributors and end users, working in conjunction
with the Training and Development teams.
 Coordinated with the Sales and Training departments to develop product certification and training curriculum.
 Participated in QA testing of new software builds, providing feedback on functionality and UI experience.

July 2014 to September 2014

Modis / Petco (Contractor) San Diego, CA
TECHNICAL WRITER
 Researched and created user guides and job aids for new Oracle-based RMS system; approximately 15 job aids and user guides per week.
 Generated and maintained curriculum for end users through management level, working in conjunction with the Training and Development teams.
 Developed use cases and facilitated UAT to test functionality of the new retail management software deployed across the organization. Identified
additional process and procedural changes and in corporated them into the document control workflow.
 Established and enforced writing style guidelines and standards, implementing this change across all project documentation.

July 2012 to June 2014

Esri Redlands, CA
WEB CONTENT EDITOR / SHAREPOINT ADMINISTRATOR
 Responsible for Tier 1 IT support of all SharePoint sites and activities for Support Services – Business division, including training, document
management, permissions, and generating related supporting documentation. Created external-facing SharePoint 2013 site to improve knowledge
sharing with international distributors. Managed and facilitated site restructure and content migration project for all SharePoint 2010 sites of the
Support Services – Business division. Conducted interviews with all stakeholders to ensure user adoption of collaborative documentation policies.
 Managed and generated content on various public facing websites and portals including the Esri Support Center blog, Twitter account, and
Wiki.GIS.com. Responsible for growth and user adoption of these channels by promoting them to the GIS community and using good SEO
practices.
 Assumed point-of-contact tasks and communications in response to content contributors’ questions related to blog and technical article publishing
workflows, publication, and content maintenance.
 Generated and maintained software support manuals and guides for the International Support Program, identified opportunities for improving the
support process through templates and cross-referenced documentation, and conducted meetings with the International Support Technical Account
Managers.

November 2007 to June 2012

Cirque du Soleil Las Vegas, NV
TECHNICAL DOCUMENTATION MANAGER - RESIDENT SHOWS DIVISION
 Researched and designed a new corporate taxonomy, content type and metadata structure for the SharePoint 2010 deployment across the Resident
Shows Division. Worked in collaboration with the stakeholders, business owners, and project manager to create a new SharePoint EDMS system
based on this design, then developed and conducted training curriculum and schedule deployment for over 500 employees.
 Coordinated resources and accessing needs for special projects regarding the management of the maintenance and documentation systems for the
Resident Shows Division, including SharePoint, AutoCAD, and Solidworks.
 Enforced Technical and Show Support policies - along with corporate documentation and drafting standards - to ensure overall maintenance and
documentation quality, integrity and reliability. Developed processes and procedures to improve methods of gathering, validating, and updating
maintenance and documentation with project teams.
 Coordinated with IT on specific computer and network access needs such as security issues, configuration problems, and technical management
access issues. Developed material and oversaw training for maintenance and documentation users in both classroom and one-on-one environments.
 Supervised the Documentation Coordinator, CADD Advisor, and Operations Documentation Team in tasks assigned.
 Promoted from Technical Documentation Coordinator to Manager October 2010.

August 2006 to November 2007

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Greenspun Media Group Henderson, NV
TECHNICAL WRITER
 Collaborated with Development team, QA and end users to contribute technical writing and documentation services in support of the overall
success of new product releases for news and magazine entities.
 Wrote, edited and formatted computer software and web application configuration procedures, manuals, and requirements. Responsible for all
phases of product documentation, including planning and scheduling. Prepared corporate presentations and training materials.
 Assist with quality assurance of the product, particularly as it relates to coordination between functionality and documentation. Assist in training
and implementation support for all new releases.
 Managed the ISMS and PCI documentation development for VEGAS.com in coordination with ISSC. Maintained document control and
management through final sign off of all policies, procedures, guidelines, and PCI requirements developed via SharePoint 2003.

January 2003 to August 2006

Client Development Services Henderson, NV
CLIENT COMMUNICATIONS SUPERVISOR
 Managed and supervised team of 14 Support Specialists in fast-paced, business-to-business Customer Management Center handling both inbound
and outbound calls. Closely monitored team interactions through data analysis, quality performance, and database integrity to insure revenue-
building and customer relationships for clients.
 Analyzed and implemented outbound call campaigns for multiple clients across U.S. and Canada designed to encourage and stimulate usage of
client program.
 Closely monitored team interactions through data analysis, quality performance, and database integrity to insure revenue-building and customer
relationships for clients.
 Trained employees on outbound communication strategies to ensure interaction conveys appropriate content to the particular healthcare market
needs, communicating appropriate product or service features and related benefits, and rapport building sales techniques.
 Promoted from Communications Specialist V to Supervisor August 2004.

May 2000 to March 2002

Business Objects Americas San Jose, CA
TECHNICAL EDITOR/WRITER
 Directed the administration, production, and publication of all technical support-related material to the Knowledge Base for BusinessObjects
software.
 Provided a leading role in developing and maintaining corporate documentation standards for all technical communications materials.
 Managed and supervised group of three in Customer Care for the Americas Tech Support Call Center, maintaining customer information and
logging tech support calls into the Vantive database.
 Managed Technical Writing Team for the Americas and organized globally represented committee to promote improved training methods,
technical quality assurance, and ease of readability for non-technically savvy customers.

September 1999 to April 2000

How2.com Campbell, CA
EDITORIAL ASSISTANT
 Generated and maintained contributions of original written content for tutorials-based web site, approximately 10 tutorials per week.
 Conducted extensive Internet research for materials and information sources.
 Managed editorial responsibilities by checking research and conducting first-run edits.
 Coordinated the publishing and editing of news content on live site using browser-based software application.

EDUCATION
September 1993 to 1999
Stanford University Stanford, CA
BACHELOR OF ARTS, HISTORY
GPA: 3.5

AWARDS
Knowledge Sharing Award – Q2 2001, Business Objects

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