Svetlana Gutnik has over 25 years of experience as a technical writer, business analyst, and project coordinator. She has worked with many large companies across various industries, documenting processes and creating user guides, manuals, and training materials. Her experience includes roles at TransFirst, RE/MAX, Anthem, Visa, ICAT, the State of Colorado, Century Link, ProBuild Holdings, Exelon, Western Union, and more.

1. Svetlana Gutnik
PHONE: (303) 495-3163 * CELL (732) 688-2758 * EMAIL news4lana@msn.com
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SUMMARY:
I can take the information from those who have it and provide it to those who need it in a form they can use.
EXPERIENCE:
TransFirst
Technical Writer May 2016 – July 2016
Spotlight Inc. Aurora, CO – Contractor
 Member of the TransFirst IT Scrum organization.
 Developed documentation for the API dictionary.
 Developed documentation for the new Portal.
RE/MAX, LLC.
Technical Writer May 2015 – March 2016
Spotlight Inc. Denver, CO – Contractor
 Member of RE/MAX IT organization.
 Created job-aids for internal staff for new Oracle Fusion Financial Application.
 Gathered information and created API Developers’ user guide.
 Created eBusiness process flow diagrams for Personify eBusiness development for RE/MAX.
 Participated in UAT testing and created internal user documentation for the newly installed Personify software.
 Developed external facing documentation for the eBusiness side of Personify software.
Anthem, Inc.
Technical Writer/Document Analyst November 2014 –March 2015
Computer Enterprises, Inc. Pittsburgh, PA – Contractor, Remote
 Member of the Document Development team.
 Completed Anthem required training that encompassed learning the structure of different templates used for Procedures,
Policies and Quick Reference Guides.
 Created internal customer service procedures according to Anthem standards and based on raw data supplied by SMEs.
 Worked with SMEs and edited existing documents in response to changes in Healthcare rules and regulations and Health
Care Reform Act.
 Created Excel Quick Reference Guides (QRG) by developing searchable Excel documents.
 Developed searchable Excel documents metrics.
Visa – Highlands Ranch, CO
Technical Writer May 2014 – September 2014
TekSystems Inc., Westminster, CO – Contractor
 Member of the Information Development team at Visa Prepaid Services.
 Created/edited documentation for internal use on how to use TSO and File Aid.
 Worked with SME to develop documentation aimed to troubleshoot data errors; created QA test results matrix.
 Compiled Excel Functional Archive Template document that included technical releases that contained enhancements, bug
fixes and operational improvements.
 Created Job Aid template, Job-Aids documents and Onboarding instructions.
ICAT - Boulder, CO
Technical Writer June 2013 – December 2013
Contractor
 Completed Insurance Fundamentals, Underwriting Guidelines and Catastrophic Insurance Principles training on -line.
 Gathered and researched information regarding Middle Market Business Unit system and ICAT Underwriting processes.
 Developed and wrote content for printed manuals and guides to support software and created workflow diagrams for
underwriting system and processes for end user.
 Deciphered Business Requirements Specifications for the new software implementation.
 Presented guides and procedures in a user-friendly format, utilizing screenshots and/or visual aids in the documentation.
 Reviewed
o Current process and established future state procedures by working with individual process owners and SMEs.
o Previously created documents; used Visio, MS Word and Excel to create new documentation, created PDF files.

2. Svetlana Gutnik
PHONE: (303) 495-3163 * CELL (732) 688-2758 * EMAIL news4lana@msn.com
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State of Colorado – Denver, CO
IT Project Coordinator April 2013 – May 2013
ETeam, South Plainfield, NJ 07080 – Contractor
 Member of Deloitte PMO team responsible for software implementation
 Used PL/SQL, JIRA, Clarity
Century Link – Denver, CO
Senior Technical writer August 2012 – December 2012
TekSystems Inc., Westminster, CO – Contractor
 Member of the Wholesale Strategic Projects Applications & Reporting team.
 Created/edited documentation necessary for staff augmentation during the work stoppage.
 Worked with Technical and Business SMEs via WEB Live Meetings to document multifaceted process connecting SQL
scripts, WebFOCUS and Excel to create management reports.
 Utilized new software updates to help streamline tasks and bring documentation up to date.
 Created document templates.
ProBuild Holdings, Inc. – Denver, CO
Senior Technical writer January 2012 – June 2012
 Member of the Corporate Communications team.
 Worked with SMEs from different functional areas on updating and documenting business policies and procedures.
 Used Visio to create process flow diagrams illustrating various business processes.
 Utilized Universal Content Management (UCM) system, Oracle Based Software, to manage, share and distribute
information using intranet as a common access point for document updates and information sharing.
 Worked with internal department representatives to design, develop and implement a plan to reorganize website content
according to the Company/Department Organizational Restructure Effort.
 Coordinated communication between business and IT concerning future UCM Change Management issues.
Exelon Corporation – Chicago, IL
Business Analyst November 2011 – January 2012
TekSystems Inc., Downers Grove, IL – Contractor
 As a member of IT merger/acquisition team assisted in developing IT processes/procedures and related documentation.
 Worked with Subject Matter Experts from IT technical, functional and training areas to create updated Change
Management procedures that would affect Exelon merger.
 Based on the SME’s content built applicable action items to update existing and create new processes and procedures for
Exelon's IT Management Model. Utilized COBIT and ITIL framework practices.
 Used SharePoint to set up documents review meetings and publish revised and new documents.
Western Union – Englewood, CO
Project Coordinator/Technical Writer June 2011 – September 2011
ProKarma, Inc., Greenwood Village, CO – Contractor
 Created Account Specialist Handbooks following interviews with Western Union Account Specialists and Managers.
 Updated and Reformatted Technical Implementation Guides for the Prepaid Services Unit.
 Produced International Process Operating Procedures and workflow diagrams.
 Facilitated implementation and documentation of processes being moved to Denver.
 Created new Forms, Checklists and Problem Logs to streamline the process.
 Worked with SMEs, technical personnel and managers at out-of-state location, in establishing new software upgrade
documentation; helped to coordinate out-of-state office closing by facilitating interviews with departing SMEs.
 Converted outdated Frame Maker documentation to MS Word to incorporate new undocumented software upgrades.
 Created Client facing and Technical Documents for the Help Desk and Project Managers.
 Updated SalesForce.com and SharePoint with the most current presentations, documentation and forms.
Air Methods – Englewood, CO
Technical Writer/Project Coordinator February 2011 – March 2011
Cecor Staffing Inc., Greenwood Village, CO – Contractor October 2010 – November 2010
 Managed and prioritized assignments to meet deadlines.
 Developed Employee Workbook to support Health and Safety Department.

3. Svetlana Gutnik
PHONE: (303) 495-3163 * CELL (732) 688-2758 * EMAIL news4lana@msn.com
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 Interviewed Business Managers and Support Personnel to create as-is documentation and process maps for future Process
Improvement projects and FAA audits. Adhered to company standards to maintain quality.
 Developed User Guide for ESS and Manager/Supervisor for new Time Entry system.
 Created and maintained Standard Operating Procedures (SOP). Used Share Point to maintain and publish documents.
 Designed/developed business forms using InfoPath and MS Word Forms package.
 Created/Maintained Visio process maps and Field Manuals to maintain version control in support of operational changes.
TIAA-CREF – Denver, CO
Business Analyst/Technical Writer August 2009 – May 2010
TEKsystems, Inc., Westminster, CO – Contractor
 Worked with Senior Compliance Officers, Product Program and Product Delivery Directors and Operation Leaders to
analyze business processes flow concerning Financial Rules and Regulations within different states.
 Worked with Controls, Product Owners and Compliance group to complete process workflow for different operation areas.
 Facilitated development of standard business processes for Call Center groups in multiple physical locations.
 Collaborated with Call Center Operation business partners to ensure development of proper documentation and process
flow diagrams.
 Developed good working relationship with business leaders and TIAA-CREF associates.
 Worked independently to create and maintain Customer Service Desk Standard Operating Procedures (DSOP), Company
Level Procedures and Attestation documents and Forms.
 Worked on multiple projects concurrently and prioritized required tasks to meet time schedules.
 Created/Maintained SOP Visio process maps and training documentation to support operations leadership for compliance,
quality and version control of procedures. Use SharePoint to maintain and publish documents.
 Developed SOPs using Global Crossing Ready-Access on-demand conferencing service, MS Word, Visio, SnagIt and Excel.
 Maintained/modified SOPs for various business groups, including Finance, Quality Assurance and Survivor process.
Convergys Corporation – Global IT Architecture Team – Jacksonville, FL
Business Analyst/Technical Writer/Project Coordinator December 2007 – April 2008
Revolution Technologies, Lake Mary, FL – Contractor
 As Project Coordinator in collaboration with SMEs conducted business analyses in order to create valid test scenarios to
resolve various data problems.
 Interviewed Subject Matter Experts (SME), Developers, DBA and Basis team members to acquire detailed understanding of
newly developed modules.
 Created Functional and Technical Detail Design Specifications by eliciting business/functional requirements and using
existing documentation; responsible for setting ‘standards’ and developing technical documentation for internal use.
 Translated technical documentation/programming notes into Power Point presentations and procedure documentation.
 Provided assistance in unit, functional and integration testing using Mercury Quality Center, SharePoint, client’s Portal
Environment and SAP R/3.
 Ensured that all issues are identified, tracked, reported and resolved in a timely manner.
 Conducted user needs analysis. Created and executed test scenarios for unit and user testing using Mercury.
PSE&G, Newark, NJ October 1990 – June 2006
Business Analyst/Project Coordinator
 Traveled to company subsidiaries locations to facilitate user training following SAP implementation.
 Monitored and documented new processes, including operation and maintenance steps, by obtaining a consensus between
internal clients and external vendors.
 Facilitated joint requirements definition meetings between internal clients, IT and vendors.
 Developed and documented technical and functional specifications, and created individual and system test plans based on
detailed analysis of existing Business Processes.
 Created business workflow, SDLC templates, user procedures and operation guide for associates, managers and Senior
Leadership Team. Conducted training for end-user groups with various knowledge level.
 Worked with clients to acquire thorough understanding of user requirements through informational and JAD sessions.
 As a member of an implementation team worked on creating as-is and to-be documentation; identified differences
between as-is and to-be states, effectively communicated with primary stakeholders.
 Based on user requirements and in-depth business analysis, planned and coordinated implementation of payroll interfaces
between third party suppliers, in-house mainframe systems and SAP.
 Managed team of contractors during the development and implementation of new Benefits Administration system. Project
was delivered on time and with limited resources. Twenty thousand employees were affected. Using ITIL End -to-End
Service strategy developed a plan for upgrade/outsourcing, making sure that business users have access to the
appropriate services to support the business functions.
 Acted as a liaison for project stakeholders and IT in order to elicit, analyze, communicate and validate requirements for
changes to business processes and policies. Made sure that related IT services are realigned to changing business needs.
 Worked on multiple projects concurrently; prioritized required tasks to meet project deadlines.

4. Svetlana Gutnik
PHONE: (303) 495-3163 * CELL (732) 688-2758 * EMAIL news4lana@msn.com
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IT Consultant/Project Team Leader/PM
 Member of self-directed team involved in post implementation support and troubleshooting of SAP Payroll system.
 Developed meeting objectives and agenda and facilitated joint IT, vendors and customer meetings.
 Participated in the Global SAP Implementation project that was completed on time and within budget.
 Consulted and trained developers and contractors on various aspects of HR/Payroll in the new SAP environment.
 Initiated, managed and organized Task Force to develop methodology for Quality Improvement Process in IT.
 Created Power Point presentation for Management and peers.
 Performed impact analysis and planned company-wide conversion of IT processes from the legacy systems to
Client/Server environment.
 Participated in all phases of SAP implementation in the ERP Environment and initial Help Desk operation.
 Assisted Project Manager in recommending solutions that enable the organization to achieve its goals.
 Developed requirements and priorities to establish goals that meet project deadlines and budget requirements.
 Conducted user needs analysis by creating brief use cases and Visio diagrams.
EDUCATION AND SOFTWARE:
Education
Thomas Edison State College – BS degree in business with emphasis on MIS
The CHUBB Institute – Programmer/Analyst
Completed 40 hours Project Management Preparation Course
Software
SAP, DB2, Microsoft Office Suite 2007-2013: Word, Excel, Access, Visio, PowerPoint, InfoPath; Familiar with HTML, various
Adobe products, SIPOC diagrams, Paint Shop; UCM; SharePoint; Four Project Lifecycle Phases, JIRA, SQL
Language
ABAP, COBOL, COBOLII
SAP Training
Various ABAP/4 Development courses; HR Master Data and Time Recording; Tax Reporting
Certificates in Advanced Programming
The Chubb Institute: Application Development 1, Application Development 2
CICS, DB2, IMS, ‘C’ Programming; Lotus Notes
Oracle Education: Introduction to Oracle: SQL
Earned 5-day credit toward Oracle Masters