Training Management

Veronica Van Susteren

Houston, Texas ***** 713-***-**** ********@*****.***

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A technical communicator and degreed educator committed

to providing quality, usable documentation, instructional

design, training and computer-based training to meet your

company's needs.

Summary Information

Project management including research, analysis, design, production,

monitoring and reporting phases

. Technical documentation, user manuals and procedures (Information Mapping

trained)

Document design, publishing and distribution controls

. Web content development

Human factors instructional design

Computer-based and classroom training for computer and manual systems

Business and methods analysis and business process re-engineering

. Business process mapping and documentation

Industries

Oil and Gas Utilities Telecommunications Banking

Manufacturing Insurance

Medical Devices Distribution Airline Railroad Delivery

Over fifteen years experience in business process analysis, communications

and instructional design Degreed in a behavioral sciences training field

Skilled in using behavioral objectives and task analysis in

communication and training programs and documentation Experienced in

structuring usability criteria Skilled in addressing audiences from top

management to clerical levels Experienced in results-oriented project

management

Sample of Consulting Projects

BP, Houston. Worked with group to develop and publish a global Operating

Management System Framework for E&P, establishing the minimum mandatory

requirements for performance in E&P operations world-wide. Microsoft Word

for Windows, Microsoft PowerPoint, Microsoft Publisher, Visio, Documentum,

PC.

SHELL. Houston. Technical Writer / Disaster Recovery Documentation

Coordinator for global disaster recovery project. Worked closely with

disaster recovery centers in US, Netherlands and Kuala Lumpur to assure

documentation was completed according to corporate standards. Created

numerous presentations to assist internal clients to complete disaster

recovery documentation correctly and provided professional writing

assistance where required. Maintained monthly metrics for receipt / update

of standardized disaster recovery documentation and spearheaded effort to

keep disaster recovery documentation "evergreen". Microsoft Word for

Windows, Microsoft PowerPoint, PC.

Hewlett-Packard, Houston. Developed and wrote a suite of collateral for

the HP ProLiant server / VMware partnership. Documents included client

literature, sales literature, PowerPoint presentations and training

materials. Microsoft Word for Windows, Microsoft PowerPoint, Visio,

SharePoint, PC.

Veronica Van Susteren

Page Two

TXU / CAPGEMINI ENERGY. Dallas. Developed business processes and

procedures, instructional design and training documents for all aspects of

Revenue Management to train 250 new hires in a Revenue Management Call

Center being built in East Texas. Areas of business process / procedures

documentation included payments and collections, exceptions processing,

fraud, EDI and cash reconciliation, and various other Revenue Management

business processes and procedures. Also developed documentation for

systems used such as CIS, Atlas and the Quality Management System.

Microsoft Word for Windows, Microsoft PowerPoint, Visio, Adobe Acrobat,

Information Mapping software, PC.

CINGULAR WIRELESS. Dallas. Designed training and documentation for

Cingular's acquisition of AT&T Wireless. Documented over 55 Cingular

applications to train AT&T Call Center (Help Desk) personnel in Cingular's

National Call Center operations so they could learn and provide support for

Cingular applications efficiently and effectively. Designed template

format for intranet "Help Web" used by National Call Center (Help Desk)

operations. Researched and wrote Call Center policies and procedures

manual (Clarify). Wrote / edited marketing brochure for Cingular's retail

operations. Microsoft Word for Windows, VISIO, Microsoft Publisher,

Information Mapping software, Clarify, PC.

KPMG CONSULTING / CINGULAR WIRELESS, Dallas. Designed and produced a

complete library of documentation to support a start-up e-commerce client.

Documents included requirements specifications, design documents,

programming standards and application code documents, Web front-end design,

and an end-user's guide. Microsoft Word for Windows, VISIO, Information

Mapping software, PC. Also with KPMG, worked on an e-commerce development

project with a major telecommunications company writing interactive script

to train consumers to use multiple features of various mobile phones

(Nokia, Ericsson, Motorola, Audiovox, Qualcomm models) on a Web store site,

developed Web content for internal and external sites, and wrote various

documents supporting development of the e-commerce project, including

functional design, technical design, application flow specifications and

architecture and configuration specifications. Microsoft Word for Windows,

VISIO, PC.

ABBOTT LABORATORIES, Irving. Redesigned Quality System documentation for

easier use to meet ISO 9000 and design control requirements. Developed

documentation to support a closed-loop quality process incorporating easily

identifiable plan-do-check-act cycles for the processes. Essential

elements were incorporated into a simplified table format that clearly

indicated process stage responsibility and objective evidence. Mapped and

documented business processes. AmiPro, Microsoft Word for Windows, VISIO,

Information Mapping software, PC.

COLUMBIA CONSULTING COMPANY, Dallas. Project coordinator for three areas:

documentation, training and software change testing and change management.

Development program for a large energy company client implementing IMREX

software on the IBM AS/400 to control order entry, inventory, distribution,

invoicing and accounting. Supervised concept-through-delivery development

of documentation, on-line help, train-the-trainer and user hands-on

training programs. Responsibilities included scheduling, selecting

delivery mediums, defining audience materials, supervising writers through

development, production, print and distribution, and providing classroom

training. Also assisted the marketing department with market development

and participated in sales calls. IBM AS/400, Office Vision, Microsoft Word

for Windows, PC.

SOUTHWEST AIRLINES, Dallas. Performed business analysis and business

process re-engineering for the Schedule Planning department. Effected

immediate, substantial cost-savings through re-design of manual processes.

Also analyzed existing schedule planning software and developed trouble-

shooting reference and training documentation for planners. Was requested

by director to provide and conduct a training program of my methodology to

other analysts in her department. Microsoft Word for Windows, VISIO,

various presentation packages, PC.

Veronica Van Susteren

Page Three

AMERICAN AIRLINES SABRE, Westlake, TX. Designed and wrote a training guide

and reference guide for a Windows-based individual traveler's reservation

system designed to allow the corporate traveler to make travel reservations

from a desktop or laptop PC. Framemaker 4.0, PC.

BRINK'S DIAMOND & JEWELRY / AIR COURIER SERVICES, Dallas. Developed

training plan and task-oriented student guide/workbook for a 10-day system

administrator class for new software that automates a previously manual

system for receiving, tracking and delivering world-wide shipments.

Microsoft Word for Windows, PC.

BURLINGTON NORTHERN RAILROAD, Ft. Worth. Designed training and

documentation for new on-time national train scheduling system. Analyzed

business processes, work performance tasks and systems use requirements for

various audiences including management, scheduling and field personnel.

AmiPro, IBM Golden Workstation.

HUGHES TRAINING, Arlington. Developed computer-based training and paper

product courseware materials for pilots, copilots, navigators and flight

engineers for the Air Force C-141. SAGE course authoring software, Word

Perfect 5.1.

IBM, Dallas. Planned, developed and wrote an information plan and three

manuals to support a banking software package (Corporate Cash Manager) for

the IBM Personal Computer, including an executive management marketing

overview, an installation guide with tutorial software, and a comprehensive

user's guide. Also with IBM, contributed to a large library for mainframe

data base tools. IBM mainframe and PC, Script, ISIL, Bookmaster.

CALTEX PETROLEUM, Dallas. Researched, designed, wrote and programmed

computer-based training for an electronic mail system that is the core of

the company's international communications. The CBT is used world-wide and

eliminates on-site trainer expense. Wang, VS: MENTOR course authoring

software.

BANK ONE, Dallas. Designed operating procedures and training for the

rollout of a national call center for commercial client support. This

included development of lesson plans for classroom training, training aids

and handouts and full documentation of processes and procedures. Lotus

Word Pro, PC.

COMPASS BANK, Dallas. Created training materials to assist Compass Bank

during a major acquisition and change of operating procedures. Developed

documents for tellers, new accounts, and customer service, and a workbook

to accompany computer-based training. Information Mapping software, Word

Perfect 5.1.

UCCEL CORPORATION, Dallas. Provided instructional design and computer-

based training. Used Educator course-authoring software to design and

develop a CBT package for a banking software product. Performed user needs

and task analyses, established measurable behavioral objectives, and wrote

text, questions and responses. Full responsibility for designing, creating

and programming of text and graphics. Also developed top management

overview and interactive marketing materials for trade shows. IBM PC,

PageMaker, Multi-Mate, Educator course authoring software.

ANTENNA TECHNOLOGY, Ft. Worth. Researched and designed ergonomic video

screens and interactive user set up materials for unsophisticated users of

a computerized home television antenna satellite system.

COMPUTER LANGUAGE RESEARCH, Dallas. Designed and wrote a hardware and

software installation and set up guide and testing procedures for a PC and

laser printer forms design product.

BORDEN FOODS, Dallas. Provided business analysis including redesign of the

sales reporting system and created user procedures for route and sales

accounting.

Veronica Van Susteren

Page Four

AVM SYSTEMS, Ft. Worth. Edited major engineering documentation for an

automated vehicle monitoring system for the City of Jeddah, Saudi Arabia.

Other Professional Experience

Management Consultant, Bank Operations Systems for the HOWARD BLENDER

CORPORATION, Dallas, 1981-1982. Performed business analysis and designed

manual systems and training programs Veronica Van Susteren

Page Four for banks nationwide. Prepared sales proposals and top

management overviews. Full project control. Analyzed current operations

and designed improved methods for operating effectiveness and cost-savings.

Designed and implemented bank training programs for all operating areas of

the bank, and trained bank personnel in consulting methodology for follow-

up and monitoring of our programs. ( Sr. Methods Analyst, FRITO-LAY,

Dallas, 1977-1981. Designed and developed end-user documentation and

training programs for systems applications in accounting, engineering,

manufacturing, marketing, sales, shipping and distribution. Worked with an

interactive training system (IBM IIS). Responsible for department project

control: estimating, scheduling, budget, hiring/training/supervising,

vendor contact, coordinating development schedules, document design,

printing, binding, distribution and update.

Also developed and conducted training programs for management, clerical and

train-the-trainer audiences at locations across the country. ( Methods

Analyst, PLANNED MARKETING ASSOCIATES, Dallas, 1976-1977. Analyzed,

developed and implemented manual work flow systems to improve operations

and reduce cost for this insurance company. Developed training programs

for crossover from manual to automated systems. Authored user

documentation. ( Methods Analyst, Systems Coordinator, FIDELITY UNION LIFE

INSURANCE, Dallas, 1974-1976. Coordinated development of user

documentation, training programs and training aids for CFO and LI/DE

systems. Analyzed and designed work flow for several departments to effect

substantial cost-savings for the company.

Education

Received B.S.Ed., Communicative Disorders, UNIVERSITY OF WISCONSIN,

Oshkosh, WI. Graduated with honors. Attended numerous business,

management and technical skills training programs. Knowledgeable and

experienced in adult learning theory and adult education. Received

Travel and Tourism Certificate, INTERNATIONAL AVIATION AND TRAVEL ACADEMY,

Dallas, TX, 1994. Training included itinerary planning, tariff, freight

and ticketing, and SABRE reservations system. Completed several LOMA

courses in life insurance industry.

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