1. ANNA DEMICHELE - RESUME
35 Buninyong Street, Yarraville, VIC 3013 | H: 03 9314 3642 | M: 0422 393 820 | E: ademichele35@hotmail.com
CAREER FOCUS – I am a competent professional with extensive experience in Technical Writing, editing and publishing seeking a
challenging position in a dynamic environment with an organisation committed to continuous improvement .
Documentation Produced
 Change Communications
 Change Requests
 Interactive Forms
 Process Maps
 Procedure Manuals
 Reference Guides
 Software User Manuals
 Test Plans/Cases/ Scripts
 Training Materials
 Use Cases
 User Requirements
Usability of IT Software and Programs
 Authoring Tools: Epicor
Knowledge Mentoring Tool;
Author IT and
Stellent(Enterprise Content
Management Software
Solution)
 Automated Testing:
Rational Robot (basic skills)
 Content Management:-
AuthorIT; Stellent; Perforce
 Database analysis Tool:
SQL server and AS400
(basic skills)
 Defect Testing
Management and
Tracking Tools: JIRA and
IBM Clear Quest
 Document Manipulation:
Adobe Professional
 Email Software: IBM Lotus
Notes; Microsoft Outlook
and Microsoft Schedule
Plus
 Information Mapping: FS
Pro
 Letter production system:
EnCorr for Windows (DST
letter writing tool
integrated into Automated
Workflow Distribution
System
 Microsoft Office: Excel;
PowerPoint; Publisher and
Visio
 Publishing: Author IT,
Stellent Perforce and
Microsoft Office Publisher
 Project Management:
Rally(Agile Software Project
Management tool)
 Screen Capture Tool:
SnagIt
 Version Control Software:
Perforce
 Writing clear and concise
documentation
Understanding Methodologies
 Agile
 Document Development
Life Cycle (DDLC)
 Information Mapping
 System Development Life
Cycle (SDLC)
Personal Strengths
 Ability to build strong and loyal relationships
 Ability to negotiate with and influence stakeholders
 Analytical
 Ability to meet tight deadlines
 Approachable; open and honest
 Attention to detail
 Collaborative team skills
 Energetic/ enthusiastic approach to work
 Positive approach to change
 Strong written and verbal communication
 Supportive and understanding
Education and Study
 AS 400 Concepts and Database Queries (AIG - 1997)
 ASIC policy Statements 146 (tier 1): Generic Insurance
Knowledge RMIT university course - subjects covered included
Financial Services Industry, Managing Client Services, and Life
Insurance (2002)
 Australian Insurance Institute Affiliate Certificate: provides a
thorough understanding of the Life Insurance and
Superannuation Industry(1998 – 1990)
 Business Analysis for Users: DP Education Seminars Pty Ltd
(1998)
 Business Writing Skills (2011)
 Creating Quality Requirements: Planit Test Management
Solutions Ltd (2006)
 Epicor Knowledge Mentor Authoring tool to (2014)
 Essentials of Test Management and Essentials of
Functional Testing with Rational Robot: IBM Training
(2005)
 BM Rational ClearQuest and IBM Rational RequistePro
Training (2007)
 Information Mapping (2013)
 Introduction to Testing and Professional Testing Process:
Planit Test Management Solutions Ltd (2005)
 PRINCE2 Overview (2008)
 Project Management Essential Techniques: Australian
Computer Society (1997)
 Structured Procedure Writing (2010)
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Page 1 of 5 Resume for Technical Writer - Anna De Michele (11 2014)

2. PROFESSIONAL EXPERIENCE
Training
Documentation
Coordinator
(short term
contract)
Iress Technology – Melbourne, Victoria
15 September to 10 October 2014
 Develop and publishing e-learning training material for the new Epicor ERP 10 Finance System
 Develop a good understanding of the Epicor Knowledge Mentor Authoring tool
 Publish training guides in Microsoft word format on the use of Epicor ERP10
 Record and format on – screen step by step demonstrations of core Epicor ERP10 processes
 Proof read all training documentation before finalisation
 Work with finance team to understand and document the core processes in Epicor ERP10
Technical Writer
QBE Workers Compensation (Vic) Ltd - Melbourne, Victoria
June 2009 to July 2014
 Develop and distribute one page quick reference guides
 Develop and provide 'News Flash’ communications for publishing to external website
 Develop interactive WorkCover Authority (VWA) letters, forms, faxes etc for use by QBE Victorian
Workers Compensation (VWC) staff and then publish to QBE VWC Intranet Site(iQ)
 Develop and maintain document libraries for iQ
 Develop and issue weekly communication to QBE VWC staff for e.g. VWA Circulars, process releases,
reminders, project updates etc
 Develop and distributed QBE VWC Monthly ‘Qmmunicator’ newsletter
 Integrate VWA letters into VWC DST EnCorr Workflow system
 Document processes, procedures user manuals and flowcharts and then publish to iQ
 Guide and support staff with internal team communications as required
 Merge PDF files to create a single document for monthly Senior Leadership Team
 Review, edit, proof read and provide feedback to documents for QBE Staff
 Document management and control for all QBE VWC documents, (approximately 900 letters and 600
supporting documents) e.g. process and procedures
 Manage accuracy and location of intranet site publications
 Provide specifications to Web Strategy for development of any new iQ pages and then once ready,
create hyperlink to appropriate URL for displaying and publishing of content required
 Provide in house training of Intranet site iQ for new starters and existing VWC Staff
 Trouble shoot system issues for all VWC Business Operations either published or integrated into DST
EnCorr Workflow system
Junior IT Business
Analyst
(Contract)
EDS Australia Pty Ltd - Melbourne, Victoria
April 2009 to June 2009
 Analyse and understand User Interface and Technical Architecture Design document to obtain clear
understanding of business requirements for development of High profile “Australia.gov.au”. Websites
 Liaise with Subject Matter Experts (SME's), system architectures, and Technical Architecture in Canberra
to obtain clear understanding of requirements
 Liaise with developers to provide answers to system requirements
 Meet tight deadlines due to fix price contract
 Participate in presenting user stories to SME's for approval
 Sit with developers to agree on development work to be undertaken for each user story
 Support System testers with testing approach
 Write user stories (using Rally software) for Agile development
Technical Writer
(Contract)
QBE Workers Compensation (Vic) Ltd - Melbourne, Victoria
December 2008 to April 2009 - (Please refer to section titled 'June 09 to July 2014)
Business / Test
Analyst
Blue Door Technologies – Melbourne, Victoria,
July 2008 to November 2008
 Attend and participate in weekly status meetings and escalate any issues
 Analyse and understand user requirements for development of Wealth Management and
Superannuation Software
 Create test plan and test cases
 Develop and maintain strong relationships with Project Team e.g. developers
 Execute test scripts (including any regression testing) and documenting results for traceability
 Integrate SQL database to obtain accurate test data
 Liaise with developers, Project Manager and Test Manager for clarification of requirements
 Raise defects
 Run deployment to obtain latest database and software changes
 Run batches to obtain test results
 Perform quality assurance peer review testing
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Page 2 of 5 Resume for Technical Writer - Anna De Michele (11 2014)

3. Business Analyst
(Contract)
CGU - Melbourne, Victoria
December 2007 to June 2008
 Capture current business processes and recommend improvements e.g. produce a Consumer Credit
(CCI) Reports Finding Document
 Gather and document business requirements with key stakeholders
 Support testing of system applications for system change initiative requests
 Liaise with key stakeholders
 Maintain relationships through regular communication on development / issues of BP FI & A CCI sales
staff and key third party providers
 Participate, contribute and validate outcomes of CCI Relationship Model Workshop
 Participate, and contribute to CCI Project Brief
 Support Senior Business Analysts during the implementation of CCI Improvements Project
Business Analyst
Technical Writer
User Acceptance /
System Test
Analyst
American International Group – Melbourne, Victoria
October 1999 to November 2007
Tasks / Responsibilities for different roles performed during the eight years at AIG:
 Assist Profit Centre Managers in the Product Implementation Working Party as outlined in the Product
Development Process Document
 Liaise with business users to identify business needs, program errors requiring fixes, system
enhancements, training needs / procedural documentation for Business Operations
 Liaise with I.T to ensure smooth transition of system enhancements and new products
 Produce business user requirements for ‘mini' projects
 Manage day to day issues and tasks to adapt to current business needs
 Manage systems priorities reports, team track and Systems Support issues
 Manage, co - ordinate and conduct Business User Acceptance Testing and negotiate resources for
testing and training
 Participate in department and company projects as required
 Provide user specifications to IT for system enhancements, system changes and program bugs
 Provide resolution for business or recommend solutions, including simplification and streamlining of
procedures
 Provide Team Track (ticket) reports to Departmental Managers and assist managers to prioritise issues
depending on risk
 Understand the business products and policy disclosure statements, including Travel, Group, Consumer
Credit Life Insurance and Superannuation
 Contribute to functional specifications for current and future applications
 Develop procedural manuals and flowcharts for IT, Retails Operations and Advisors
 Develop system user manuals for newly created claims and receipting systems.
 Maintain intranet and hard copy procedural guides, system manuals user guides etc
 Meet with key stakeholders to review and update written documentation for business use
 Manage and maintain storage, version control and operational documentation
within the I.T Projects Department
 Analyse and understand requirements
 Attend and estimate testing effort for five weekly ‘sprint’
 Ensure all testing executed, (including regression testing)
 Ensure completeness of data integrity and data converted
 Manage, lead mentor and coach test analyst team member to achieve maximum efficiency of resources
across all development projects and releases
 Produce test plan and obtain sign off from key stakeholders
 Report progress and any roadblocks at daily ‘scrum’ meetings
 Run batch cycles to produce test data
 Walk through and present proposed new functionality with key Project Sponsor and key stakeholders
prior to implementation into production
User Acceptance /
Test Analyst
Energy Information Solutions (IT) - Melbourne, Victoria
January 1999 to September 1999
 Coordination, rollout and QA of new team standards, including preparing manuals and updating of
existing I.T documentation e.g. systems architecture document
 Test Change Requests and present testing results to Team Leader
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Page 3 of 5 Resume for Technical Writer - Anna De Michele (11 2014)

4. Trainee Business
Analyst
Australian Eagle – Melbourne, Victoria
November 1997 to December 1998
 Manage business letters for all administration teams
 Maintain SQL database to ensure efficient operation of Administration team
 Provide user requirements for work requests to IBM Sydney and then execute testing
Business /
Process
Improvement
Analyst
User Acceptance
Test Analyst
Training Officer
Colonial Financial Management Life Insurance (CFML), Melbourne - Victoria
June 1994 to October 1997
Responsibilities for different roles performed during the three years at CFML
 Analyse and document user requirements for conversion project
 Analyse Scottish Australia processes for alignment to CFML processes
 Conduct and summarise interviews with users to gain better understanding of current situation
 Determine and prepare critical path of actions to achieve the ideal customer
focused and cost-effective business solution
 Develop documentation for business units detailing critical dates of conversion
 Develop and manage user documentation for rework of process for all business units
 Establish volumes, turnaround times and productivity of CFML processes
 Gain understanding of each claim process to produce flow charts, critique CFML processes and prepare
cost analysis on proposed solutions
 Identify and address processing problems / issues to identify areas of cost savings
 Introduce, develop and maintain CFML resource process folder for all business units
 Design test cases for system regression and acceptance level testing
 Determine and design data requirements for Scottish Australia archiving
 Manage, document and communicate legislative, business and letter changes
 Prepare and agree implementation plan with Business users
 Report at weekly Business user team meeting on test cases, training material and
process documentation
 Analyse, manage and deliver small group training plans for business users following migration of
Scottish Australia to Colonial Life
 Maintain skills audit and conduct quality checks
 Provide technical expertise and support to all business units and process coordinators
Workflow
Coordinator,
Mail Team Leader
and Customer
Service
Consultant
Scottish Australia – Melbourne, Victoria
August 1987 to May 1994
 Maintain volume logs of all incoming and outgoing work received in the Claims, Policy Alterations,
Renewals and New Business divisions
 Manage and lead a team to process all death, ordinary and superannuation claims
 Respond to clients' inquiries and give written and verbal advice in relation to traditional, unit linked and
superannuation policies and products
Senior
Commissions
Officer
Australian Natives Association – Melbourne, Victoria
April 1986 to July 1987
 Answer any relating verbal or written enquires
 Calculate and maintain payment of commissions to over 600 Advisors
 Calculate and pay reassurance
Senior
Commissions
Officer
and New Business
Administrator
Australian Manufacturer’s Life Insurance – Melbourne, Victoria
March 1982 to March 1986
 Calculate and preparing commission invoices for approximately 600 Advisors
 Register all new business for life insurance and superannuation products
CAREER ACHIEVEMENTS
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Page 4 of 5 Resume for Technical Writer - Anna De Michele (11 2014)

5. What? Benefit?
1. Developed and implemented previously nonexistent
weekly communicators framework (QBE VWC)
Reduce errors as staff kept informed of changes and new
policies i.e. no surprises’; everyone on the same page
2. Developed and implemented Document Request
Template for completion by QBE VWC business
Streamline of requirements received up front – quicker service
turnaround time and accuracy of deliverable
3. Lead Test Analyst for newly created role at American
International Group (AIG) to support major project for
development of Web Based Claims and Receipting System.
Release of robust system for business
4. Lead Test Analyst to develop and produce AIG System
Integration Testing Plan for Priority Protection Product
Clear requirements avoiding re - work
5. Manage succession planning to train ‘back – up person’
of VWA letters i.e. QBE VWC DST EnCorr letter writing
system (part of work flow system) and publishing to Intranet
No critical risk to VWC Business Operations in my absence
6. Suggested and implemented new writing methodology
‘Information Mapping’; chosen by business as preferred
method over current QBE template and PWC Template
Proven research based methodology making documentation
more readable, retainable and enables ‘quick’ scan of what user
is looking for – improves process / procedure efficiency and
reduces errors
7. Produced previously non - existent user manuals for
specialised technical areas of QBE VWC such as: Claims
Payment Profile Management and fatalities
Consistently in procedures followed; easy to follow
documentation; increased efficiency ; less errors; easy access for
business users
8. Project managed implementation of legislative changes;
160 VWA letters; 50 internal processes and 25 external Fact
sheets for QBE VWC
No critical risk to QBE VWC Business Operations avoiding high
penalties for non compliance
9. Project managed Implementation of 1800 digit fax
number for QBE VWC sources, including: VWC email
signatures; intranet and internet pages
Improved customer service to QBE VWC employers and injured
workers
10. Produced software user guide for newly created AIG
Claims and Receipting System
Consistently in procedures followed; easy to follow
documentation; increased efficiency ; less errors; easy access for
business users
11. Redesigned and improved QBE VWC external Web
Improved customer service to QBE VWC employers and injured
workers
12. Researched and implemented ‘best fit software’ i.e.
Microsoft Office Publisher for the purpose of distributing
QBE VWC monthly newsletter: ‘Qmmunicator’
Improves morale as staff look forward to the easy to read and
‘fun‘ publication
13. Reviewed and specified requirements for changes to 25
QBE VWC Fact Sheets for rebranding and republishing
Ensures accuracy, consistency and professionalism in line with
National brand
14. Self Taught Adobe Professional and SnagIT (QBE)
Improved Monthly Senior Leadership of Monthly Senior
Leadership Team presentation materials by merging PDF files
into a single concurrent document
15. Utilised as in house expert for documentation technical
issues (example word)
Quick resolution and avoidance of help desk delays
- End of Document -
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Page 5 of 5 Resume for Technical Writer - Anna De Michele (11 2014)