Who We Serve
KMS & Associates collaborates with and empowers an array of diverse sectors, encompassing financial services, insurance, mortgage, telecommunications, real estate, healthcare, tollway authorities, medical devices, and beyond.
BUSINESS COMMUNICATIONS
CASE STUDY – Create a framework of seamless documentation for stakeholders
THE CHALLENGE
The client needed help to work cross-functionally and create a framework and value proposition to align products, audience and stakeholders with necessary seamless documentation and solutions for technical and non-technical stakeholders.
THE SOLUTION
- Collaborated cross-functionally with VPs, directors, managers (application owners), engineers. architects for Cloud Service, Channel Market Storefront, Salesforce, Incentive Compensation, IT Applications & Delivery, A1S Quotes, Renewals, and Sales, Product & Help Desk departments to extract and present project related details on new and completed projects
- Created directional material for systems impacted
- Created a messaging framework and value propositions aligning by products, audience, or stakeholders.
- Assisted SDLC/Scrum teams with the creation of dashboards, performance metrics, and report generation.
- Translated technical metrics and business KPIs.
- Acted as a bridge between technical and non-technical internal stakeholders.
- Assisted in providing metrics and project outlooks for 30, 60 and 90 days, dashboards, release key timelines, deliverables, benefits, impacted systems for Salesforce.com Development Update report.
- Assisted core team in creating presentation materials for Hackathon 2020 submission on the new One Source CHAT BOT technology and features.
- Created Weekly Executive Technology & Product Delivery Report/PowerPoint for Director depicting metrics for Customer Relationship Management (CRM) Internal User Logins Within License Limits, Average Monthly Partner Relationship Management (PRM) User Logins, Year-To-Date A1S Order Volume and Value, and Order Quantity by Application. Also included Key Project Accomplishments, Ongoing Actions, and Upcoming Milestones sections for products released, on track, on hold and/or moved to next scrum sprint/release.
- Created weekly Sales & Ordering Organization Project Tracker and presentation for VPs depicting deliverables, delivery roadmaps, programs.
- Created Monthly Salesforce Maintenance Case Release reports depicting the status (deployed/closed, next release, on hold, optimization) and type (enhancement, defect, data remediation) of up to 50+ Maintenance and Business Critical Releases based on customer (external/internal) issues/requests.
- Created B2B Quoting Web Services procedures on Confluence Wiki.
- Created FMW Web Services procedures on Confluence Wiki (Search by SAP Ref#, Name Address Method, Search Term Method, and Customer Create Method).
THE RESULT
The client was able to reach their objective and update procedures and processes to enhance their sales efforts, tracking, issue resolutions and more.
FINANCIAL SERVICES / INSURANCE
CASE STUDY – Assemble, create and edit documents on a shareable platform for easy access
THE CHALLENGE
To work with marketing and communications along with business units to assemble, develop, write and edit materials for a shareable platform infrastructure that could be utilized throughout the company.
THE SOLUTION
- Worked with technical product managers, architects, developers, management and the marketing and communications team to develop communication instruments for the entire enterprise including:
- Confluence Atlassian wiki pages
- PowerPoint presentation decks
- Diagrams and tables
- Product announcements/launches
- Release notes, key product outcomes
- Product metrics
- Product solution (Talon vs Classic) comparison handouts
- Swag promotional items for product areas
- Delivery Infrastructure (Runtime Servers, Runtime Data & Analytics, Routing)
- Digital Content Management
- Assisted in developing, writing, managing, and editing high-level content for the developer/business management SharePoint site and Confluence Atlassian wiki.
- Developer Tools (Testing Enablement, Developer Workstation, Release Execution, Delivery Automation Enablement)
- App Libraries and Frameworks (New Web Client Infrastructure, Presentation Services, Wicket, Native Mobile Infrastructure, Core Application Infrastructure, Open Source Software Management)
- API Authorization & Management (API AuthZ/AuthN Framework, B2B Gateway SW Management)
- Help develop and edit Platform Infrastructure SharePoint website for architects, developers, and business executives including
- Informational posters
- Scratch the Surface Newsletter
- Release notes
- Promotion of all new and updated products to customers.
- Served as Editor of bi-weekly newsletter which includes product release information, message from IT management, employee/product events, new technical product videos/demos, and developer testimonials.
- Worked with team/Agile Scrum Master and Agile Coach for daily huddles, creating/managing user stories, product backlog grooming, sprint backlog, sprint reviews, refinements, demos of deliverable/work, and retrospections.
- Used RTC app to manage scrum project, track work, and monitor the status of the Scrum project as well as JIRA to review/update tasks.
THE RESULT
Created a sharable platform of information to make it easier for developers, business units and managers to find, utilize and promote products/services to customers.
HEALTHCARE
CASE STUDY - Create, edit and centralize documentation
THE CHALLENGE
Create, edit and centralize documentation, product notes, user guides, etc. into a central Confluence space for a Healthcare provider’s Data Services Department
THE SOLUTION
- Collaborate with stakeholders, VPs, directors, managers, architects, developers, production support, and other SMEs
- Assist in creating
- IT release note templates
- Release notes
- Product notes
- Product overviews
- User guides
- FAQ documents
- Design and build a Confluence space to house all relevant documentation
THE RESULT
Recently engaged and working with the healthcare provider to created the Confluence space based upon an agreed upon timeframe.
INSTRUCTIONAL DESIGN
CASE STUDY – Developing instructional solutions in a variety of formats
THE CHALLENGE
Using expertise from across a broad spectrum of industries to help create instructional solutions for easier utilization and understanding.
THE SOLUTION
- Created new or edited existing software/hardware user/technical documentation.
- Conducted analysis and testing of software/hardware to determine, identify, define, interpret, and clarify problems/issues with business and system requirements.
- Created and present training webinars (Manage Stress for Success/ABCs of Diabetes) using GoToMeeting and/or JoinMe applications.
- Edited online website content for health care customer.
- Created interactive PowerPoint presentations.
- Created engaging instructional interactive elements according to identified needs, standards, budgets and project plans.
- Collaborated with Subject Matter Experts to identify what students need to learn.
- Developed e-learning strategic plan/budget/project timeline.
- Used assessment tools to analyze learning impact
- Used the ADDIE model to manage training development.
- Developed objectives and ensured content matches those objectives.
- Revised and rewrote content to shape it for learning needs.
- Structured content and activities for student learning.
- Created media to support learning (e.g., visual aids for face-to-face, various multimedia for e-learning and online).
- Adapted instructional materials created for one format to another format (usually adapting materials from face-to-face to e-learning)
- Setup LMS incorporating content, wiki, discussion forums, tests, media (audio, video, graphics, animation)
THE RESULT
Delivering customized instructions/training, assessment tools and content in various learning formats (eLearning, multi-media, face-to-face training, interactive, etc.) to meet the needs of the clients within their budget requirements.
REAL ESTATE
CASE STUDY A - Document hardware, software and training processes
THE CHALLENGE
To create new or edit existing software and hardware documentation, processes and training for a corporate real estate investment company to support the entire enterprise technology suite of product offerings. This required anticipating end-user needs and proactively addressing them, not waiting for breakage or unhappy users to complain that they’re not being supported.
THE SOLUTION
- Worked closely with CIO, Infrastructure VP, Business Applications VP, Global Policy Manager, Help Desk Managers, Help Desk Technicians, Product Developers, Software/Hardware/Network Engineers, DBAs, Global Project Managers and Trainers.
- Assisted in designing and redesigning training and materials for HR, Accounts Receivable and Payable Process/Procedures, Essbase Account Creation and Processes, SharePoint, New Employee Training, and New Help Desk Technician Training.
- Created new or edited existing software and hardware user guides, installation and configuration guides, document templates, business requirements, troubleshooting guides, software specifications, reference guides, quick tips reference cards, business continuity, information security and disaster recovery plans/technology recovery plans, proposal and site selection requirements, technical presentations, and new employee policy and procedures guide.
- Assisted in repurposing and revising existing documentation and training, as well as created forms.
- Used Visio to create processes for corporate business, invoicing, AP, AR, Oracle phone setup/configuration, Oracle voicemail setup/configuration, Essbase, databases, purchasing, code changes, business applications release management, investment maintenance tables, production application deployment, UAT Process for Test & Production Servers, and web application server code change.
- Used SnagIt! to create screen captures and system/application icons.
- Estimated, established and maintained technical writing/editing project schedules.
- Prepared and generated reports to staff.
- Interacted with clients throughout development process to ensure their goals are met.
- Worked with functional Product Managers to ensure adequate resources are assigned to each project.
- Took responsibility for the overall quality of the final documentation and/or training product.
THE RESULT
- A complete set of software and hardware documentation and processes
- More functional documentation that meet the needs of internal business units as well as external customers.
- Centralization of information and guides for easy accesses
- Updated information with the latest product information and processes.
MEDICAL DEVICES
CASE STUDY A - Document protocols, processes and requirements
THE CHALLENGE
To document hardware requirements, software protocols, processes and procedures for the manufacturing and packaging of medical products for a medical device Research & Development and Active Devices firm.
THE SOLUTION
- Worked with Systems Validation Engineers, Software Development Engineers, Quality Systems Analysts, and Field Service Implementation Specialists
- Edited the APEX Compounding System Information for Use (user manual)
- Utilized FDA 21 Code of Federal Regulations (CFR) 820 application
- Released documentation through a document control system
- Helped document internal/external Quality System audits
THE RESULTS
Created and/or edited:
- XML Help files for APEX Compounding System Information for Use
- DoseTrac Infusion Management Software User Manual
- Outlook Infusion Management Software User Manual
- Pinnacle Compounding System Information for Use (IFU) (user manual)
- APEX Compounding System Hardware Installation Guide
- APEX Compounding System Software Configuration Guide.
CASE STUDY B - Create instructor-led training for quality and compliance
THE CHALLENGE
A need to develop training to address medical device manufacturing issues in all areas of quality management and regulatory compliance
THE SOLUTION
Working with Quality Engineers and other Quality SMEs, instructor-led training to keep device manufacturing companies up-to-date in regulatory and quality matters on topics that included:
- US Food & Drug Administration (FDA) Overview/Introductions
- FDA 21 Code of Federal Regulations (CFR) 820
- Corrective and Preventive Action (CAPA)
- FDA Inspections: Preparation, Management and Response
- FDA Submissions
- FDA Update and new FDA Rules
- Document and Change Control
- Good Documentation Practices (GDP)
- Management Review
- Medical Device Reporting (MDR)
- Non-Conforming (NC) Handling
- How to Market Medical Device Products in the U.S.
- Internal Auditing and Management Review
- Process Validation and Monitoring
- Quality System Regulation
- Risk Management
- Sterilization
THE RESULTS
Completed on schedule a complete and comprehensive set of documentation that met FDA standards and that would provide client repeatable processes to meet auditing and management review requirements.
MORTGAGE
CASE STUDY A - Conversion of servicing program
THE CHALLENGE
The national mortgage lender was converting their servicing program from Sagent to Black Knight Financial Services system. The new platform provided integrated technology, services, data and analytics to mortgage and real estate industries.
THE SOLUTION
- Collaborated with stakeholders, VPs, managers, SMEs, and Compliance Departments on managing project, timelines and ensuring that all written communication and process maps were complete, accurate and up-to-date.
- Drafted, reviewed, and revised internal documentation including processes, procedures, and job aides.
- Created alpha version ready procedures based on subprocesses and then after testing the system updated BETA version documents as well as incorporated MSP screen captures retrieved from the Black Knight MSP Navigator and Director applications.
- Assisted in the management and reviewing of a group of technical writers.
- Ensured standard documentation methods were followed and provided guidance on writing very complex technical documentation.
THE RESULT
The result was a clean conversion with necessary documentation and training provided to the client.
CASE STUDY B – Implementation of governance, risk and compliance program
THE CHALLENGE
To provide a national mortgage agency with training, implementation, monitoring and reporting for governance, risk and compliance programs.
THE SOLUTION
- Leveraged knowledge of the business, complex processes, and regulations in support of the effective implementation
- Performed a variety of roles including, but not limited to training, implementation, monitoring, research and analysis, remediation, and reporting.
- Process mapped and wrote procedure guides and notifications which were based on approved templates and framework policy and procedures from Compliance and Ethics departments.
- Implemented and maintained operational and implementation plans for control activities in order to comply with regulatory, legal, and corporate or functional related policies and procedures.
- Identified ongoing process improvements, operational gaps, and potential remediation steps.
- Evaluated new policies and procedures for operation and control impacts and governance, risk, and compliance standards.
- Acted as a liaison to internal departments and aids in discovering gaps between written procedures and staff execution which helps with and may lead process re-design and coordination of remediation efforts.
- Provided ongoing support for updating and maintaining policies and procedures as well as other governance activities.
- Served as an Editor in reviewing all procedures, vendor notifications, NUC internal notifications, job aids, business processes, implementation plans, and evidence of approvals before they are approved by upper management.
- Edited the following documents based on approved style guide and template and identified gaps, prior to uploading to CoPPeR repository:
- Anti-Predatory Lender Review Procedures
- QAS Data Modification Procedures
- BPM File Assignment and Routing Procedure
- Third Party System Access Procedures
- Construction-to-Permanent Age of Appraisal Procedures
- NUC Notification/Vendor Notification Overall Process Procedures
- Records Management Database Procedure, Quality Control Procedures
- Quality Assurance Valuation Loan Procedures
- Sampling and Load Adjustment Procedures
- Document Management Failed Lender Notification Procedures
- Encrypt Files Sent Externally Notification
- Underwriting Support Procedures
- Document Management Non-Compliance Procedures
- Document Management Missing Documents Procedures
- Quality Assurance Underwriting Loan Review Procedures
- MI Pool Rescission Procedure
- Responsible Party Resource Center Procedure
- Quality Assurance Underwriting Letter Review Process Procedures
- Outsourced Vendor Procedures
- Operational Guide for Outsourced Vendors Procedures
- Multiple Reviews Reconciliation Procedures
- CRT and CRT Repurchase Procedures
- Served as CoPPeR (Corporate Record/Document Repository) Record Maintainer uploading new, revised, and/or retiring outdated documents based on direction from management.
- Ensured procedures were framework-compliant and written clearly.
- Stored all other documents (training materials, technical guides) on SharePoint.
- Conducted QPM Procedural Compliance Reviews/Control Monitoring Assessments.
- Created business process maps for all procedures and notifications using Visio.
- Assisted in compiling NUC Reports Inventory to identify the report names, sources, frequency and mode of delivery, report metrics and description of report usage for all reports utilized in the NUC business units.
THE RESULT
The efficiency with risk, compliance and overall governance was well documented, reporting of results more easily attainable and personnel understood and were well-trained on the repeatable processes.
TELECOMMUNICATIONS
CASE STUDY – Assisted in repurposing and revising existing documentation and training for jail communications management offering
THE CHALLENGE
The client needed to upgrade, improve and document its Securus Online accounts offering for inmates to communicate to loved ones, public safety solutions (emergency response/incident management/public information solutions), investigative solutions, corrections solutions, monitoring solutions (comprehensive GPS and Radio Frequency-based enrollee monitoring systems and various support programs and reporting services for the supervision and location and movement tracking of adults and juveniles in jail communications management.
THE SOLUTION
- We were familiar with company hardware operating systems (OS) such as IBM AIX, Sun Solaris, Windows, SANs Storage, Oracle Databases and network switches.
- Acted as a liaison between IT, Client Software, and users.
- Assisted in ensuring secure, simple, and powerful enterprise technology solutions that are easy and accessible for public safety, law enforcement and corrections agencies.
- Assisted in the management and reviewing work of a small group of technical writers. Ensured standard documentation methods were followed and provided guidance on writing very complex technical documentation.
- Worked closely throughout project with Trainers, Writers, Product Developers, Software/Hardware/Network Engineers, QA Testers/Analysts, Technical Support, Installation, Production, DBAs, Sales/Marketing, Product Development Managers to produce online and hard copy documentation as well as online/classroom training materials for clients in the correctional industry. Specifically, jail management systems for jails, juvenile facilities, and prisons.
- Worked with all staff members to research, prepare, and submit proposals for jail management industry contracts throughout United States.
- Assisted in providing business and systems end-user support documentation.
- Documented requirements, business processes/narratives, and system workflows based on meetings with SMEs/clients.
- Conducted analysis and testing of software/hardware to determine, identify, define, interpret, and clarify problems/issues with business and system requirements.
- Participated in root cause analysis in order to recommend product enhancements or other appropriate actions.
- Worked with Development, Product Management, Training, Sales Management, Marketing, Quality Assurance, Production Support and Installation Support, to create and implement processes.
- Designed, redesigned, and repurposed product software and hardware user guides, installation and configuration guides, online help, technical brochures, web-based help, computer-based training, created graphics and diagrams, created style guides and templates, business requirements, software upgrade guides, troubleshooting guides, known issues, technical bulletins, release notes, test reports, test plans, test procedures, business continuity, information security and disaster recovery plans/technology recovery plans, software and project requirement documents and specifications, and reference guides for various development and training products (JobFinder, Secure Instant Mail, Secure Call Network, Dragnet).(Telnet, IP, VoIP, SecureVoice, SMTP)
- Created web pages, online help, tutorials, and CBT’s. Also assisted in creating material for external customer training webinars.
- Used Learning Management System (LMS) application to create CBTs to train external and internal (mgmt., sales, product engineering, etc.) customers. Tests/Exams were added as well to assist in student learning.
- Used SnagIt! to create screen captures and system/application icons
- Assisted in the creation of training curriculum.
- Conducted adult educational assessments, testing, and instruction.
- Created and defined learning objectives and outcomes.
- Created documents to capture business requirements and processes as well as software/hardware processes for internal/external applications.
THE RESULT
Provided client a more cohesive and comprehensive set of documents, training and processes for use internally, in bid proposals and ongoing jail communications management solutions.
TOLLWAY
CASE STUDY A – Analyze and update existing external customer documentation
THE CHALLENGE
A tollway technology company wanted to analyze and update existing external customer documentation, internal software and hardware design documents and their online application and documentation. This included billing/accounting management, transaction management, reconciliation reporting and more.
THE SOLUTION
- Collaborated with software/hardware developers, business analysts, managers, project managers, and executive VPs
- Documented solutions for billing/accounting management, customer relationship management, accounting/reconciliation, and transaction management for tolling.
- Assisted in editing all project documentation to identify gaps, improve consistency, ensure quality, and enforce approved style guide
- Created and managed department style guide and templates.
- Created detailed business process diagrams.
- Created, analyzed and updated
- Existing external customer end-user manuals
- User guides
- Business requirements documents
- As-built, preliminary and detailed design documents
- Functional specification documents
- Software release plans
- Hardware design documents
- Application report documents
- Online documentation.
- Stored completed documents in SharePoint.
- Used SnagIt! to create screen captures.
THE RESULT
The result was a more cohesive and comprehensive set of updated documentation and guides for internal and external use.
CASE STUDY B – Supported documentation and training on entire enterprise technology suite of product offerings
THE CHALLENGE
To analyze, create and train on an entire enterprise technology suite of product offering so internal associates and external customer/users could easily understand and utilize the products to meet their needs and expectations.
THE SOLUTION
- Supported company’s entire enterprise technology suite of product offerings from networking details to cloud computing and data centers.
- Acted as a liaison between IT, Client Software, and users.
- Worked with software/hardware developers to create, analyze and update
- Existing external customer end-user manuals,
- User guides
- Business requirements documents
- As-builts
- Preliminary design documents
- Functional specification documents
- Detailed design documents
- Software release plans
- Hardware design documents
- Application report documents
- Online documentation.
- Assisted in providing business and systems end-user support documentation.
- Documented requirements, business processes/narratives, and system workflows based on meetings with SMEs/clients.
- Conducted analysis and testing of software and hardware to determine, identify, define, interpret, and clarify issues with business and system requirements.
- Participated in root cause analysis to recommend product enhancements or other appropriate actions.
- Created and managed department style guide and templates.
- Assisted in editing all project documentation to identify gaps, improve consistency, ensure quality, and enforce approved style guide
- Assisted in the management and reviewing work of a small group of technical writers. Ensured standard documentation methods were followed and provided guidance on writing very complex technical documentation.
- Worked with all staff members (CEO, VPs, product managers, technical managers, HR, etc.) to research, analyze, prepare, and submit proposals for tollway industry contracts throughout United States and some foreign countries.
- Collaborated with other training team members to develop instructor-led training solutions that are efficient and met learning objectives.
- Analyzed and identified training requirements and needs assessment for the client (Toll Collectors, Toll Supervisors, Toll Equipment Installers, Toll Configuration Personnel, Maintenance Operators, Toll Managers).
- Used instructional design principles to developing objectives-based course materials with assessments.
- Developed materials and facilitating training to user groups in accordance with policies and procedures.
- Participated in the development of training programs, curriculum, materials, visual aids, etc. tailored to meet client needs.
- Evaluated the effectiveness of training programs to determine if desired objectives were achieved and provided recommendations for improvement.
- Designed and developed instructional material for customer training courses that support company technical products for external tollway clients.
- Created training plans, instructor guides, user/training manual outlines, and evaluation forms/evaluation form answer keys.
- Independently developed entry and advanced level courses for both internal and external audiences.
- Created detailed business process diagrams.
- Stored completed documents in SharePoint (LMS).
- Used SnagIt! to create screen captures.
THE RESULT
Provided the necessary tools, training and documentation to succeed in anticipation of end-user needs and proactively addressing them, not waiting for breakage or unhappy users to complain that they’re not being supported.
ADDITIONAL AREAS OF EXPERIENCE
GOVERNMENT
Environmental work with:
- US Environmental Protection Agency
- PRC Environmental Management, Inc.
EDUCATION
Karen M. Smith Jackson has worked with a number of educational facilities both as an instructor, teacher and professor for a variety of topics including:
- Visiting professor/senior lecturer at the University of Texas at Dallas – technical writing and professional presentations
- Adjunct Instructor at Richland College, Dallas, Texas – Microsoft PowerPoint, Developmental Writing
- Adjunct Instructor at Brookhaven College, Dallas, Texas — Workforce Development and. Continuing Education
- Substitute Teacher at Garland Independent School District
KMS
Writes!
Karen M. Smith & Associates (KMS & Associates) is a certified woman owned writing and training company that operates under the watchful eye of owner, Karen M. Smith Jackson. Find out how we can assist you with your writing, documentation and repeatable business processes.
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