Elijah's Resume

Elijah

Senior Business Analyst, HR Operations

Female

Documentation Engineer

Live in United States

Nationality

Summary

A 16+ year technical writer and documentation consultant who builds SOPs, knowledge systems, and audit‑ready materials across enterprise, SaaS, healthcare, and government sectors – combining adult‑learning expertise with AI‑readiness to create turnover‑proof, auditor‑friendly workflows – and has led initiatives at Booz‑Allen Hamilton, Meta, Southern Glazer's, and RealPage.

Work experience

Senior Business Analyst, HR Operations
Medasource
2025.12-Current
(8 months)
Technical Writer
Aptara
2025.08-2025.11
(4 months)
Remote
Data Analyst
Meta
2025.05-2025.08
(4 months)
Served as SME for complex AI training data workflows, coordinating across labeling teams, engineering, and policy stakeholders to scale annotation accuracy on production-scale model training initiatives. Audited labeled data and ran root-cause analyses on labeling discrepancies, surfacing patterns that informed policy updates and improved annotation accuracy across concurrent AI training projects. Translated complex AI policy changes and product updates into clear operational guidance for labeling teams — maintaining alignment between model behavior, product strategy, and frontline execution. Authored and approved process documentation and labeling guideline updates that scaled across multiple concurrent AI training initiatives. Diagnosed and documented data pipeline bugs and tool issues for engineering teams, reducing project downtime through clear, reproducible reporting. Applied Excel and data analysis techniques to monitor labeling quality metrics, vendor performance, and volume trends — driving continuous improvement across global annotation vendors. Maintained cross-cultural communication with internal teams, external partners, and global annotation vendors, ensuring alignment across time zones and policy domains. 职位:Data Labeling Analyst III / Technical Writer May 2025 - August 2025 (4 months) Remote
Senior SOP / Technical Writer
Altumint
2024.04-2025.02
(a year)
11 months Remote 职位:Senior Technical Writer April 2024 - February 2025 (11 months) Led end-to-end documentation for SOC I and SOC II audits, coordinating cross-departmental input across DevOps, Cybersecurity, and Physical Security — delivering audit-ready documentation on schedule across multiple control domains. Built and standardized SOPs, training materials, and knowledge base content covering security operations, establishing the documentation backbone for SOC compliance across the organization. Documented and executed Disaster Recovery Plans, partnering with Cybersecurity and DevOps to translate technical controls into auditable, repeatable procedures. Trained and mentored junior technical writers, building a small documentation team and raising documentation efficiency and consistency across the practice. Used Jira to track documentation projects end-to-end, closing knowledge gaps and incorporating SME and stakeholder feedback into production-ready deliverables. Modernized inherited documentation and aligned it with industry standards and brand identity, replacing legacy artifacts that had accumulated technical debt. Communicated with stakeholders at every organizational level to ensure compliance, clarity, and accessibility of documentation across departments.
Quality Assurance Consultant
IT Concepts, Inc
2023.12-2024.03
(4 months)
Remote 职位:Technical Writer December 2023 - March 2024 (4 months) Owned CPARS submissions for federal contracts — reviewing self- assessments with project managers, coordinating submissions, and following up on adjustments to maintain contract performance ratings. Created and maintained Standard Operating Procedures across operational areas, ensuring compliance with federal contracting standards. Performed monthly internal audits of active contracts, identifying gaps and recommending procedural updates. Maintained project planner cards and coordinated CPARS review meetings with project managers and leadership. Delivered director-level monthly audit rollups and conducted ongoing SOP accuracy reviews. Provided technical training and CPARS process support to internal teams, raising consistency across federal contract documentation.
Technical Writer
Booz Allen Hamilton
2023.09-2023.12
(4 months)
Remote · Developed and maintained technical documentation for federal client engagements in a high-compliance government contracting environment — SOPs, reports, training materials, and knowledge base content. · Administered a knowledge base supporting federal program staff, maintaining structured, up-to-date documentation for seamless cross-team information access. · Partnered with SMEs and program leadership to gather, validate, and synthesize complex government program information into usable operational knowledge for distributed teams. · Applied instructional design and multimedia principles to deliver engaging user-facing materials across multiple formats and audience levels.
Senior Technical Writer
RealINSIGHT
2022.03-2023.07
(a year)
Directed evaluation and implementation of knowledge base and documentation systems, improving information architecture, accessibility, and cross-team usability across the organization. · Authored and maintained SOPs, API documentation, and training materials for both technical and non-technical audiences, leveraging Markdown, HTML, and multimedia tools. · Coordinated with SMEs and cross-functional stakeholders to collect, validate, and synthesize information into actionable knowledge assets and process documentation. · Used SAP, SQL databases, and GitHub to structure, prioritize, and maintain technical documentation and procedural knowledge repositories at scale. · Led end-to-end training initiatives — designing instructional materials and video walkthroughs grounded in Adult Learning Theory to enhance user engagement and retention.
Technical Writer
Southern Glazer's Wine & Spirits
2018.03-2022.03
(4 years)
Dallas-Fort Worth Metroplex · Created and standardized detailed Standard Operating Procedures supporting ERP systems, ServiceNow processes, and factory/warehouse operations — improving cross-team efficiency and knowledge access enterprise-wide. · Designed structured knowledge article templates and documentation formats using Microsoft Word and Adobe Acrobat Pro, ensuring consistency and clarity across 150+ enterprise-wide support programs. · Led end-to-end training initiatives for technical writers and knowledge base engineers — delivering workshops and job aids focused on SOP writing, documentation tools, and best practices. · Collaborated with SMEs, business analysts, and developers to document complex processes including API integrations and SSIS package optimization, with a focus on reproducibility and compliance. · Used Microsoft Excel and SQL to track documentation metrics, manage knowledge change requests, and generate performance reports that informed continuous process improvement. · Managed and mentored a documentation team, establishing scalable workflows and maintaining a centralized, searchable SOP repository in SharePoint.
Technical Trainer
Kibo Commerce
2017.07-2018.01
(7 months)
Developed and led client-facing training programs across diverse customer environments, customizing curriculum to individual client needs. · Translated complex technical concepts — including Content as a Service (CaaS) — into user-friendly knowledge articles for both technical and non-technical audiences. · Collaborated with Oracle SMEs and engineering teams to create instructional content using XML, HTML, and XSL for data imports and integrations. · Created cross-functional SOPs supporting client training on Real Time Individualization algorithms and platform features. · Managed training logistics, curriculum customization, and scheduling across diverse client environments to ensure effective knowledge transfer. · Used Jira, Confluence, and Microsoft applications to track projects, document updates, and enhance cross-functional collaboration.
Implementation Specialist
RealPage, Inc.
2014.02-2017.07
(3 years)
Carrollton, TX · Led end-to-end development of Standard Operating Procedures for RealPage implementation workflows, ensuring consistency and regulatory compliance across departments. · Partnered with Product, Support, and Client Success teams to translate technical implementation processes into clear, actionable SOPs — reducing onboarding time for new hires. · Created and maintained a centralized SOP repository, integrating RealPage best practices and product updates in alignment with client requirements. · Conducted quarterly SOP audits and updates to reflect evolving workflows, compliance standards, and user feedback — maintaining documentation accuracy above 95%. · Streamlined client onboarding by drafting implementation playbooks and SOPs that became standard across implementation teams. · Facilitated internal training and knowledge-sharing initiatives to promote adoption of newly published SOPs across the implementation function. · Used SharePoint, Confluence, and internal RealPage platforms to standardize documentation templates and version control practices.
Insurance Service Agent
GEICO
2011.01-2015.01
(4 years)
Trained 100+ employees on GEICO software and continued-education procedures, designing engaging training sessions that supported team-wide proficiency. · Authored technical writing for insurance and MVR console guides — translating complex policy and procedure information into clear operational instructions. · Developed and implemented continued-education training procedures for software updates and rollouts. · Used SQL to retrieve and process client data and records, including Green Screen MVR reviews. · Assisted prospective and current clients with auto and home insurance services — conducting service reviews and proposing products aligned to client needs. Served as Team Builder Coordinator, promoting team cohesion and supporting cross-team operational consistency 职位:Service Representative March 2010 - February 2014 (4 years) Trained 100+ employees on GEICO software and continued-education procedures, designing engaging training sessions that supported team- wide proficiency. Authored technical writing for insurance and MVR console guides — translating complex policy and procedure information into clear operational instructions. Developed and implemented continued-education training procedures for software updates and rollouts. Used SQL to retrieve and process client data and records, including Green Screen MVR reviews. Assisted prospective and current clients with auto and home insurance services — conducting service reviews and proposing products aligned to client needs. Served as Team Builder Coordinator, promoting team cohesion and supporting cross-team operational consistency.