Project Manager Customer Service
Resume:
Stephen (Steve) Moore
Irving, Texas 75061
972-***-**** (Home) 214-***-**** (Mobile)
********@*******.***
Summary:
Technical Writer and ISO 9001 certified Instructional Designer,
Course/Curriculum Developer, and Technical Instructor. Researches,
coordinates with SMEs and then creates user guides, technical manuals and
specifications, eLearning and traditional instructor-led courseware using a
variety of development tools. Over thirty-five years of experience of
technical writing, curriculum design and development, eLearning, and
conducting stand-up facilitation/instructional programs through
Instructional Systems Design (ISD) ADDIE (analysis, design, development,
implementation, and evaluation) and SCORM methodologies and standards.
Additional experience as a project manager/scheduler, financial forecaster,
video producer, and business analyst.
Education:
MA, Management, Webster University, St. Louis, Missouri, 1995
BS, Industrial Safety, Central Missouri State University, Warrensburg,
Missouri, 1974
Work Experience:
Direct Energy, Texas, 11/08 - Present
Principal Technical Writer, Instructional Designer and Courseware Developer
. Works in close coordination with Business/Software Analysts, and other
SMEs, to develop technical specifications and procedures, user guides,
technical manuals, instructional courseware, and other documentation, as
needed.
. Designs and develops instructor-led and eLearning training programs for
customer service representatives and back office support personnel. To
date, designed and developed documentation for three major system and
over 25 interim subsystem implementations in support of improved customer
acquisitions, billing, collections, payments and online customer support.
. Produces video and other multimedia products for inclusion in instructor
led and WBT modules.
. Creates Web-based training (including demonstrations and simulations)
using Adobe Captivate and other graphics tools. Assessments are developed
to SCORM standards and report results to the company LMS.
. Employs Information Mapping techniques to develop technical manuals, user
guides, student/leader guides, job aids, and other help documentation for
both print and online presentation.
AT&T, Irving, Texas, 7/07 - 11/08
Project Manager and Senior Instructional Designer (Contractor)
. Led a team of eight instructional designers and coordinated the team
efforts for project completion.
. Performed style and content quality assurance function for the project.
. Coordinated project tasks with the two contract vendors for project SCO
development.
. Researched and analyzed existing instructor led courseware for conversion
to e-learning formats.
. Designed course Sharable Content Objects (SCO) to SCORM standards for WBT
development.
Consulting Partners, Dallas, Texas, 2/07 - 7/07
Senior Technical Writer/Instructional Designer and Courseware Developer
. As the Courseware Development Team Leader, coordinated the efforts of a
five person team.
. Designed and developed instructor-led training programs for customer
service representatives.
. Employed Information Mapping techniques to develop Student/Leader Guides
and Job Aids.
United Services Automobile Association (USAA), San Antonio, Texas, 1/07 -
2/07
Senior Technical Writer and Instructional Designer (Contractor)
. Designed and developed instructor-led training programs for internal
mortgage banking representatives.
. Employed Information Mapping techniques to develop Student/Leader Guides
and Job Aids.
AT&T/SBC, Irving, Texas, 9/06 - 12/06
Senior Technical Designer and Instructional Designer (Contractor)
. Designed and developed course Sharable Content Objects (SCO) to SCORM
standards for WBT development.
. Created Web-based training demonstrations and simulations using Adobe
Captivate/other graphics tools.
. Designed and developed instructor-led training programs for internal and
external customers.
. Employed Information Mapping techniques to develop Student/Leader Guides
and Job Aids.
Electronic Data Systems (EDS) Corporation, Fort Worth, Texas, 11/98 - 08/06
Senior Instructional Designer/Courseware Developer/Instructor, and
Technical Writer
. Developed eLearning programs in support of customer SAP based chargeback
and invoicing projects.
. Created Web-based training demonstrations and simulations using Adobe
Captivate/other graphics tools.
. Designed and developed instructor-led training programs for internal and
external customers.
. Presented instructional programs through conventional classroom
presentations or virtually via the Web.
. Created video/multimedia products through linear or non-linear production
techniques.
. Designed and developed production-ready storyboards/scripts for online
training courses.
Candle Corporation, Dallas, Texas, 03/98 - 10/98
Manager of Training & Education
. Managed the worldwide sales, customer service, and software training
function for a telesales force.
. Scheduled project activities with Microsoft Project and managed budget.
. Conducted Instructional Systems Design that resulted in the development
of course curricula and courseware to meet requirements.
. Performed Job Task Analysis in order to qualify and quantify training
needs.
. Developed objectives and training evaluation plans that met the training
needs.
. Evaluated training and employee performance for skill transfer.
Consulting Partners, Dallas, Texas, 03/97 - 03/98
Technical Writer, Instructional Designer and Courseware Developer
. Lead consultant during the development of system installation and
customer service/sales courseware for GTE Satellite Entertainment
Systems.
. Trained GTE DSS installation, customer service and sales staff on system
installation, Lotus Notes, order entry software, and sales/customer
service skills.
. Developed courseware and presented instruction on Lotus Notes and client
proprietary software and procedures. Projects were for GTE and Image
Bank (Kodak).
. Developed graphical presentations and visual learning tools. Received
numerous laudatory comments for products being innovative and "out of the
box."
. Developed online Help documentation using RoboHELP.
. Wrote scripts and produced multimedia segments in support of GTE and
National Paper Trades Association (NPTA) eLearning proposals.
Self-Employed, EnviroSafe Consulting, Cincinnati, Ohio, 08/95 - 03/97
Environmental Safety and Health Training Consultant
. Developed curricula and presented training for clients to ISO 9000
Standards. Projects included course development for area
vocational/technical schools, and the presentation of instruction to
industrial clients.
. Prepared workplans, policies, and procedures for clients to ISO 9000
Standards.
U. S. Department of Energy Contractors, Fernald Environmental Management
Project
Cincinnati, Ohio, 08/88 - 08/95
Curriculum Developer/Technical Instructor/Project Manager
. Developed and presented waste management, environmental and industrial
safety training curricula utilizing a modular or "building block"
approach, incorporating computer-based/interactive multimedia training
techniques (software and video equipment).
. Total Quality/Continuous Process Improvement Facilitator.
. Prepared environmental/safety workplans, and procedures to ISO 9000
Standards.
. Managed Project Teams of 20 plus individuals.
. Scheduled project activities and managed budgetary concerns with
Microsoft Project.
. Addressed/advised on the regulatory compliance of environmental and
safety issues.
COBRO Corporation, Fort Lewis, Washington, 02/87 - 08/88
Technical Instructor and QA Specialist
. Managed, designed/developed, and presented training to ISO 9000
Standards.
. Conducted Job/Task Analysis in preparation for course development.
. Prepared workplans, policies, and procedures to ISO 9000 Standards.
. Provided quality assurance support.
Self-Employed, Memories in Motion, Video Production, 01/87 - 12/88
. Produced documentaries and training videos for customers.
. Provided post-production services (graphics, music and
special effects).
. Subcontracted services to local Army base as a technical
instructor.
United States Army, Commissioned Officer, Chemical Corps, 01/75 - 01/87
. Managed, designed/developed, and presented technical
training.
. Conducted Job/Task Analysis in preparation for course
development.
. Managed personnel, logistics, and budgets.
. Lead Auditor on numerous teams.
. Supervised military contracts and services.
. Prepared schedules and prioritized assets.
. Conducted studies and prepared reports.
Professional Training & Certification:
Certified ISO9001 Instructional System Designer (Recertification Needed)
U.S. Dept of Energy Technical Writing and Instructional Design Course and
Certifications
U.S. Dept of Transportation Technical Writing and Instructional Design
Course and Certification
U.S. Dept of Defense Technical Writing and Instructional Design Course and
Certification
U.S. Dept of Labor Technical Writing and Instructional Design Course and
Certification
Microsoft Access; Basic, Intermediate and Advanced Courses, 2000
Microsoft Project; Intermediate and Advanced Courses, 1999
Primavera Project Planner Course, 1993
U.S. Department of Energy Instructional Systems Design/Curriculum
Development Courses, 1989
U.S. Army Logistics Management Course, 1987
U.S. Army Command and General Staff College, 1986
U.S. Army Combined Arms Services Staff School, 1983
U.S. Army Continuous Process Improvement (CPI) Course, 1983
U.S. Army Instructor Training Course, 1980
Computer Skills:
Word 2007/10 PowerPoint Captivate PaintShop Pro HTML
2007/10
Access Acrobat Power Flash RoboHelp
2007/10 Director 9
Excel MS Project Premiere Audacity Info Mapping
2007/10
Dreamweaver Photoshop SnagIt ThinkingCap Learnflex LMS
LCMS
Professional Affiliations:
American Society for Training & Development (ATSD)
The eLearning Guild
Dallas Learning Professionals (LinkedIn Group)
Instructional Designers and Curriculum Writers (LinkedIn Group)
Training & Development (LinkedIn Group)
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