DONNA PURNELL
Alexandria
Summary
I am looking for a position in Training/Process Management / Technical Writing for Methods and Procedures and/or Standard Operating Procedures - (Experienced since 1997). I also have experience in IT Access for Cantor system for Cornerstone Building Brands (2024-2026) and Project Management, Network Reliability and Core Diversity for AT&T SS7 backbone network.
Overview
47
47
years of professional experience
Work History
Technical Writer, CBTS (Cincinnati Bell Technology Solutions)
Cornerstone Building Brands (CBB)
Springdale
06.2024 - 04.2026
- Developed user manuals for building products and installation processes.
- Collaborated with engineering teams to ensure technical accuracy.
- Edited and revised technical documentation for clarity and consistency.
- IT Department – Working in the IT and Manufacturing departments developing SOP (Standard Operating Procedures), WI (Work Instructions) and other documents for procedures. Assigned numbers, developed processes with teams, secured approvals, and uploaded documents to SharePoint for end user access. Granted access to users in the Cantor system. Processed tickets from ServiceNow for incidents and access requests within a dedicated time frame. Reviewed weekly documents listing users for access removal to maintain security compliance. Travel was necessary when the windows and doors company in Paris, IL was cut over.
Technical Writer, CBTS (Cincinnati Bell Technology Solutions)
cxLoyalty
Springdale
08.2021 - 04.2024
- Collaborated with engineers to gather technical specifications and requirements.
- Edited and revised documentation for clarity and consistency in messaging.
- Developed Visio diagrams and updated documentation to support IT projects and migrations. Projects included IT Foundation Apps, SharePoint Migration, Corp/Client Migrations, ADFS cutover & AD Migration, Netskope migration for cxLoyalty Network and Architecture. Completing SDWAN architecture diagrams in Visio. Gathered information on current SharePoint sites to assess status and utilization for optimization. Developing and updating spreadsheets, dealing with users, and helping with permissions.
- Developed user manuals for building products and construction processes.
Technical Writer, CBTS (Cincinnati Bell Technology Solutions)
RelaDyne
Springdale
03.2021 - 05.2021
- Created SOP for RelaDyne IT Department, detailing processes for acceptable use, backup, BYOD, change management, disaster recovery, ERP, infrastructure, incident response, onboarding & offboarding, access & approval, security awareness, system administration, telco, and technology procurement, while updating server & network diagrams to enhance operational consistency.
- Produced comprehensive technical documentation for construction product specifications, facilitating clearer understanding and implementation by stakeholders.
- Collaborated with engineering teams to gather necessary technical information.
- Revised user manuals to improve clarity and usability, enhancing user experience for end users.
Technical Writer, CBTS (Cincinnati Bell Technology Solutions)
P&G
Springdale
02.2020 - 01.2021
- Developed process documentation (Standard Operating Procedures and Service Design Packages) for P&G projects through CBTS, focusing on Configuration, Continuity, CNF, Wireless, External Network Access, Design and Security. Created SDP documentation for VPN, Wireless, and UAC while collaborating with Subject Matter Experts, Engineers, Technicians, and Project Management to enhance project understanding.
- Developed user manuals for building products and installation procedures.
- Collaborated with engineering teams to gather technical specifications and data.
- Edited content for clarity, consistency, and adherence to company standards.
Technical Writer
ConnXus Inc.
Mason
07.2019 - 11.2019
- Developed process documentation (Standard Operating Procedures, Operation Manuals, and Flows) in collaboration with field experts to ensure accuracy and compliance.
- Created user manuals for software applications to enhance client understanding and usability.
- Collaborated with developers to gather and clarify technical specifications and requirements, facilitating effective documentation.
- Created user manuals for software applications used by clients.
Sr. Specialist – Network Support & Manager Engineering Implementation
AT&T
Cincinnati
04.2008 - 03.2019
- 12/2018 to 03/2019 – Worked on an expedited project where interval negotiations went down from 45 to 16 days per switch including a new process with documentation that saved AT&T approximately $2,000,000.
- Received project letters, verified information, and determined diverse routing through the network including access and non-access provisioning, testing, and turn up information.
- Analyzed daily reports and helped to determine problems with work requirements. Assisted Denver Provisioning Center with any issues to resolution. Performed daily analysis of multiple reports. If necessary, investigated outages and reported to management. Because of wonderful performance of SS7 network, our team never caused an outage.
- Obtained and reviewed project letters to ensure accurate information, verified routing through the network, and managed projects.
- Analyzed daily reports to identify work requirement issues, assisted Denver Provisioning Center in resolving problems, and investigated outages.
- Ensured smooth transition of ISDN work to CNAC team by developing valid methods and procedures and comprehensive documentation.
- Systems utilized: ACMS/HCCS/DLR; ADW; CCS7Path; CLMAIN; CTP; DACS/OSS; DART; DEMS; ESO DB: FPSC; TIRKS;TSNOW; UGN; USH; VISIO; PowerPoint; Word; Excel; Email & Geolink. Reason for leaving: Layoffs.
Various Titles: Sr. Tech Associate; TG6; TG5; TG4; TG3
AT&T
Cincinnati
09.1979 - 04.2008
- Supervised ISDN Non-Project group of 2 clerks, managing out-of-hours work schedules.
- Developed and updated methods and procedures/standard operating procedures, including M&Ps, flows, and handoff sheets. Created webpage and new forms/worksheets for work center use.
- 05/1994 to 10/1995 – Experienced a temporary layoff from AT&T due to company restructuring.
- Contributed to workplace safety initiatives as a member of the safety committee at AT&T Access Management Department from 09/1979 to 05/1994.; Equipment control group; Executed typing tasks for documentation and communication purposes.; Organized and filed documents systematically for easy retrieval.; Entered payroll data into the system for employee compensation.; Operated microfilm equipment to store and retrieve documents. and Coordinated distribution of materials to relevant departments..
Education
Some College (No Degree) -
Northern Kentucky University
Highland Heights, KYHigh School Diploma -
Our Lady of Providence Academy
Newport, KY06-1979
Skills
- Technical Documentation
- Documentation Standards
- Technical documentation
- Process Improvement
- Fundamentals of data analysis training completed
- Continuous learning
- Team collaboration
ACTIVITIES
- Asbury Methodist Church, Chairperson of the Annual Craft Fair, 2013, 2021, Member of Asbury Methodist Church where I have been the Chairperson of the Annual Craft Fair 2013 to 2021. This fair has made upwards of $14,000 in a year and proceeds go to charities and missions both locally and abroad. This takes a great deal of time and organizational skills to coordinate. We converted our fair to online sales only in 2020 in the face of Covid-19. This effort took much organization, knowledge-boosting, development of our website through Squarespace and new ways of thinking to achieve the best sales year ever.
- Over the years, I have volunteered to help in some way for many of the church activities including Vacation Bible School; Trustee; Administrative Council Secretary, Lay Leadership & Staff, Parish Relations Committee member; Youth Group assistance; Sunday school attendance records; running sound board; singing in the choir and small group attendee.
- I have supported the following: Autism Speaks; Vietnam Vets; American Heart Association; Epilepsy Foundation of Cincinnati; Scleroderma Research; Jimmy A. Geiman Memorial Scholarship Fund; American Cancer Society Relay for Life of Campbell County and missionary teams in USA, Peru, Costa Rica & Haiti.
- Large, tight knit family where support and love abound.
Timeline
Technical Writer, CBTS (Cincinnati Bell Technology Solutions)
Cornerstone Building Brands (CBB)
06.2024 - 04.2026
Technical Writer, CBTS (Cincinnati Bell Technology Solutions)
cxLoyalty
08.2021 - 04.2024
Technical Writer, CBTS (Cincinnati Bell Technology Solutions)
RelaDyne
03.2021 - 05.2021
Technical Writer, CBTS (Cincinnati Bell Technology Solutions)
P&G
02.2020 - 01.2021
Technical Writer
ConnXus Inc.
07.2019 - 11.2019
Sr. Specialist – Network Support & Manager Engineering Implementation
AT&T
04.2008 - 03.2019
Various Titles: Sr. Tech Associate; TG6; TG5; TG4; TG3
AT&T
09.1979 - 04.2008
Some College (No Degree) -
Northern Kentucky University
High School Diploma -
Our Lady of Providence Academy