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BUSINESS & GOVERNMENT PROJECTS

Dr. Camaron Thomas needed a simple and easy to use web site to showcase her business and her new book, People Skills for Tough Times. Dr. Thomas is a Transformative Mediator trained through Hofstra University and currently serves as the primary mediator for Albany County Family Court's Mediation Program. Her private practice includes co-parenting work as well as divorce, family and elder mediation.

New York International Real Estate Company is utilizing Heather's skill sets for a variety of projects. In the last couple of months she has developed a manuscript that will be self-published by the author. She has also edited about 20 forms to be included in a special package from LandlordForms.com. Currently, Heather is working on several seminars that will be published to a web site and presented by the President of NYIREC. 

Citi Group needed Security Procedures written for their new database. Heather worked with Project and Technical Managers to gather all of the required information, and produced hard-copy and soft-copy versions. In addition, Heather created a CD-ROM that loaded on insert, and provided the client with easy point & click access to all of their procedures.

Heather worked for Experian for seven years. During that time, the projects she had worked on spanned several large clients and encompassed numerous skill sets. She has developed hundreds of templates used throughout a project lifecycle, document libraries, methodologies, and several processes that became standard across entire divisions. 

Heather has won several awards from Experian including a Shining Moment Award for work with client documentation, and a President's Award for creating an entire Software Development Lifecycle Process that included methodologies and a full document/template library for the custom database division.

While proud of all of her work, she is most proud with regard to the Service Level Management Process she developed at the beginning of 2007. Heather was asked to create a few Service Level Agreement (SLA) Templates for products after management realized that employees were using old SLAs from previous clients and simply changing the information to fit the "new" client.

During the interview process to determine what information should be contained in an SLA, Heather suggested creating an entire Service Level Management Process - and outlined the exact path on how to get there. As a result, several standards were put in place that saved Experian 80% of the time and money it had previously cost to develop a client SLA. Created were the following:

• Several standard SLA Templates
• A SLA Change Management Process for changing and/or updating SLA content
• A Subject Matter Expert Contact List and FAQ for SLA Content and Questions
• A Quality Management Process to ensure all SLA Metrics were measured and recorded
• A SLA Library that contained a secure area for the legal content of SLAs, and housed all templates and related documentation

This process became standard across several divisions that included a database group, production group, legal, sales and client support.

From both areas, Heather worked with Subject Matter Experts (SMEs) such as Project Managers, Technical Managers, Programmers and Client Support teams to insure a smooth transition. She created documentation that was missing, updated and upgraded existing documentation, and added to the "standard" processes that enabled teams to easily turnover databases for future clients.

Heather's favorite local pub needed a new menu for their restaurant. She incorporated the company's logo into the design, revamped the current menu for a more up-to-date feel, corrected grammar and spelling, and delivered the product to The New Madison Grille on CD for their future use. The menu was delivered in both Word and PDF format to accommodate their staff's multi-software use.

Heather worked for the New York State Senate for three years from 1997 to 2000. During that time she developed training and support documentation to a wide-variety of offices within the Senate. She also worked on a Helpdesk Support team that supported new software and assistance with all of the programs the users utilized on a daily basis.

In addition to the documentation, Heather provided actual training to new employees and to current employees when new software was implemented across systems. She was also chosen to work on special projects such as developing an Access Database for the Senate Maintenance Group that supported the vehicle upkeep of all New York State Senators.