Remote IT Service Delivery Specialist at Gainwell Technologies

Developed and maintained technical documentation, knowledge content, and process communications supporting enterprise ServiceNow operations and internal service delivery workflows. Authored an 80-page workflow guide detailing the full ServiceNow-to-ADO lifecycle, including approvals, transitions, task logic, and role responsibilities. Translated SME knowledge into structured documentation, user guidance, and operational content that improved process clarity, adoption, and scalability. Designed AI prompt frameworks, content logic, and routing structures to support internal self-service and request interpretation. Documented multi-instance ServiceNow workflows across departments, clarifying process variations, dependencies, and escalation paths. Partnered with product owners, developers, advisors, and business stakeholders to convert complex business needs into actionable stories, documentation, and process artifacts. Supported KCS-aligned knowledge governance efforts focused on readabil

Remote Digital Banking Specialist II at Regions Bank

Documented digital banking issues, workflow problems, and user-impacting incidents to support technical resolution and escalation. Translated customer-reported technical issues into actionable details for backend and support teams. Guided users through complex authentication, account access, and transactional workflows using clear, structured communication. Resolved high-volume mobile and online banking incidents while maintaining professionalism, accuracy, and customer confidence.

Remote Retirement Plan Specialist II at FIS Global

Communicated complex financial and regulatory information in a clear, user-friendly manner to support client understanding and decision-making. Worked in a regulated environment requiring consistency, strong written communication, and documentation accuracy. Helped clients navigate retirement processes by translating technical plan and policy information into digestible guidance.