Manager Customer Service

Paula Jay Fairbrother Phone: 952-***-****

Paula Jay Fairbrother

Program Manager, ID, Writer, Editor, Trainer

**** ******** ***** ****** *****: 952-***-****

Bartlesville, OK 74003 Email: *********@*****.***

Summary:

Versatile, engaged and highly-motivated in both creative and technical fields. Innovative Program

Manager, Instructional Designer, Writer, Sr. Editor and Trainer for Microsoft and customized

technical IT courseware, providing creative solutions to streamline processes, reduce development

spending and ensure product quality assurance. Recognized as a proactive team leader able to

communicate effectively with all levels of staff and clientele. Excel in creating meaningful

corporate and educational materials including training, marketing, and publicity.

Accomplishments

• 2.5 yrs Instructional Designer and Writer of Microsoft Office 365

EXO Courseware

• 11+ yrs Courseware Program Manager, Writer, Sr. Editor for online

and ILT platforms

• 4+ yrs Computer trainer in MS applications, servers, networking, and information assurance

• Certified Technician: MCT & MCSE (2000-2004), MOUSE, CompTIA A+

• Skilled Customer Service representative

• Extensive knowledge and experience in the following areas:

• Instructional design, technical writing and editing for IT material, and content publishing

• Research, lab testing and quality assurance

• Business process analysis, problem solving and documentation

• Project management across entire development life-cycle

• DoD & USAREUR Information Assurance policy and procedures

• Preparing and updating policies and procedures; distributing and maintaining plans,

instructions and guidance for education and company policy

• Microsoft operating systems and applications

• Knowledge of firewalls, anti-virus, PKI, CA

• Award-winning Theatrical Producer/Director & TV/Film crew member

• European tour guide (63 cities)

11/01/2010-Present: PJ Fair, Inc Owner, Freelance Writer/Editor

• ID/Writer for Microsoft: Office 365 EXO training courses via Implement.com (3/11-Present)

• Writer for Bartlesville Monthly "Daytrippers" column (July 2012-Dec 2012)

• Editor for training contract proposal for Us Army Europe (USAREUR) submitted by TTSC

• Editor of “Moon Tide Rising” by Shanna Klutts. Second novel in a series published by

Mirror Publishing (2011)

6/2008-Present: Westside Community Center Volunteer

Volunteer at the After School Program assisting 5th-12th grade students with homework and

recreational activities. Also assist in fund-raising by being a team member of the All That Jazz

1

Paula Jay Fairbrother Phone: 952-***-****

committee. All That Jazz is a yearly fundraising dinner/dancing/music event. Create/build event

items and assisted with event planning, decorations, setup and strike.

2

Paula Jay Fairbrother Phone: 952-***-****

9/20/10-10/20/2010: New Horizons Computer Learning Centers Contractor

Bartlesville, OK (Telecommuter) Contact: Phyllis Scott 918-***-****

• Lab Developer for Microsoft SharePoint 50353B courseware. Input lab steps into Lab On

Demand online software program and ensure lab steps and image function properly.

Troubleshoot all lab issues to ensure quality and lab performance.

7/2010 to 7/2010: Global Knowledge Germany Training GmbH Contractor

Bartlesville, OK (Telecommuter) Contact: Manfred Leichtfried +49 (0-89-660-**-**-**

• Editor for US Army Europe (USAREUR) DOD Information Assurance Certification and

Accreditation Process (DIACAP) 3-day training course. This course defined the implementation

of process and procedure for completing DIACAP regulations and policies including

information assurance on hardware and software security, communications security, physical

security and network security. Researched material to ensure content was updated and reflected

changes in policy and procedures. Duties included providing instructional design guidance for

improving the content and flow of the course.

01/2009 to 06/2010: New Horizons Computer Learning Centers / Knowledge Anytime Div.

Bartlesville, OK (Telecommuter) Contact: Phyllis Scott, 918-***-****

Courseware Program Manager & Technical Sr. Editor/Writer

• Program Manager and Sr. Editor for Lab On Demand (LOD) online lab solution

• Managed all aspects of developer training and lab input for Lab On Demand (LOD)

• Hired, trained and managed development and editing team (up to 13 staff members)

• Through analysis and process adjustments, saved 25% in development budget

• Developed and edited Microsoft, ElementK, Mobile Armor and customized labs for LOD

• Maintained production schedule, budget and lab production reports

• LOD team input labs for over 190 Microsoft courses in 1.5 years

• LOD online labs are now used worldwide by New Horizons Learning Centers

• Created SOP and 70 page “How To” policy guide for LOD development team

• Created and maintained excellent quality assurance process for all published labs

• Classified and prioritized problems and implemented troubleshooting tracking method

• Resolved any discrepancies in content/troubleshooting issues within Microsoft labs

• Managed individual and group network and system access via SharePoint and remote

connections

• Developed labs in virtual environment; knowledgeable in working with virtual machines

• Worked with LOD software developers to increase user functions within LOD

to deliver online lab solutions to New Horizons Computer Learning Centers

• Provided customer support for LOD labs and scheduling issues

• Telecommute position overseeing staff located throughout the USA and Italy

• This position was a continuation of my TTSC position. TTSC partnered with New Horizons

as of January 1, 2009. The position was then paid for by New Horizons

3

Paula Jay Fairbrother Phone: 952-***-****

02/1999 to 01/2009: Technology Training & Services Corporation (TTSC) Contractor

Bartlesville, OK & Germany Contact: Phyllis Scott, 918-***-****

03/2007-1/2009 Courseware Program Manager & Technical Sr. Editor/Writer

Bartlesville, OK (Telecommuter)

• Program Manager and Sr. Editor for Lab On

Demand (LOD) online lab solution. Hired, trained and managed development team,

maintained budget and scheduling, created SOP, resolved troubleshooting, worked with

software developers to increase user functions within LOD (duties included those bullet

points listed in the New Horizon position above)

• Wrote and edited outlines, modules, slides,

labs, and tests for customized courseware

• Ensured courseware text, slides and labs are

both technically and grammatically correct

• Created project management plans and ensured

courseware was delivered on time

• Resolved any discrepancies in content and labs

• Built virtual machines for classroom use

(includes OS, applications and security)

• Editor and contributing writer for US Army

Europe (USAREUR) Information Management Officer 3-day course. Course was an updated

edition and contained information assurance policy and procedure implementation and

guidance including: ITIL, APMS, ASCP, RAMIT, ESD, TCO, IAVM, DIACP, as well as

other information assurance security measures. (8/2007 - 11/2007)

• Coordinated instructional design outline with

USAREUR Information Assurance Program Manger (IAPM) and other USAREUR IA policy

makers

• Attended the BETA version of the IMO class

with the local Army Europe- Information Technology Training (AE-ITT) policy makers and

discussed and revised courseware to ensure accuracy of policies and procedures and made all

updated rewrites to reflect changes made during the BETA class (8/2007-11/2007)

06/2003-6/2006 Courseware Program Manager & Technical Sr. Editor/Writer

Kaiserslautern, Germany

• Project manager and final editor for all courses

listed below

• Developed and coordinated instructional design

and training requirement elements with USAREUR IATP staff, Daniel Hingtgen, and

courseware writers

• Sr. Editor and contributing writer for all

modules / labs for USAREUR customized courses which defined instructions on procedures

concerning software and hardware security, communications security, physical security,

personnel security and network security:

• Information Management Officer (3-day

course)

• SharePoint Portal Server (5-day course)

• SharePoint End User (3-day course)

4

Paula Jay Fairbrother Phone: 952-***-****

• Editor for the following USAREUR

Information Assurance Computer Defense Network (IACND) courseware which defined

USAREUR policy and procedure instructions and guidance concerning software and

hardware security, communications security, TEMPEST, physical security, personnel security

and network security:

• Knowledge Management Using SharePoint

Portal Server (5-day course)

• Applying a Security Baseline (3-day course)

• Webmaster Security (1-day course)

• IACND 1 & IACND 2 (5-day courses)

• A+ Hardware (5-day course)

• Information Management Officer (IMO)

Fundamentals (3-day course)

• Windows 2000 Administration (5-day course)

• Developed and wrote Standard Operating

Procedures manual for Information Assurance Training Program (IATP) office, including:

daily backup procedures, database management, help desk duties, personnel registration and

maintenance of USAREUR Computer User Test, classroom registration, updating and

maintaining weekly IATP reports, and daily office duties

02/1999 - 06/2003 Computer Trainer: Technical & Applications USAREUR – IATP

Kaiserslautern, Germany

• Provided computer training to soldiers and

local nationals for the USAREUR Information Assurance Training Program (IATP) in 13

classrooms throughout Germany/Italy/Belgium

• MCT Technical Trainer, 2001-2004;

Applications Trainer, 1999-2001

Trainer for the following courses:

• Designing Microsoft Enterprises

• Win NT, Win 2000, Win XP, Win Server 2000

& 2003 (AD) Operating Systems

• MS Office 97/2000/2003: Word, Excel,

PowerPoint, Access, Outlook

• ElementK Courseware (Office 97/2000)

• Information Management & Information

Assurance

• CompTIA A+ Hardware and Software

08/1999 to 10/2006: Razz-Ma-Tazz Family Theater __

Ramstein Air Base, Kaiserslautern, Germany Part Time

Producer/Director/Technical Director/Set, Lighting and Makeup Designer

• Artistic Director of community theater -

producing musical comedies for all ages

• Manage and train staff of over 400 volunteer

actor and technical production personnel

5

Paula Jay Fairbrother Phone: 952-***-****

• Create, implement and manage budgets and

scheduling for each production

• Involved in all aspects of production: directing;

publicity; designing and building sets;

creating lighting, costume, makeup and poster designs; training personnel

• Winner of multiple USAREUR and AACT

awards & nominations for directing and design

10/1994 to 2/1999: United Services Organization (USO)

Kaiserslautern, Germany

• Tour Manager and Guide to over 60 cities

throughout Europe for US Military,

civilians and their families

• Responsible for all aspects of guiding including

researching, writing and delivering guided tours, planning routes and time schedules,

managing and customer service

Education:

• Certifications: MCSE NT/2000, MCT (2000-

2004), MOUSE (Office 2000), CompTIA A+

• 1986 St. Olaf College, Northfield MN: BA,

Speech/Theater Education

• Actor/Director/Writer/Producer for Theater and

Film

• International traveler: 13 years living in

Germany

• European tour guide (63 cities): 7 years

• Languages: English and conversational

German

6

Contact this candidate