Project Manager Training
Resume:
THOMPSON'S TECHNICAL COMMUNICATION & TRAINING, INC.
Pamela A. Thompson-Duke
P.O. Box 3017
Lilburn, Georgia 30048
678-***-**** cell
email: abkam4@r.postjobfree.com
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SUMMARY
Over 25 years experience in Technical Writing, Instructional Design, and
Project Management. Very adept at taking complex technical information and
translating it into easy-to-understand material. Have created all levels of
courseware and technical materials from beginner end-user to advanced
technical user level. Very good at determining the format for information
dissemination. Have created all types of materials including instructor-led
training (ILT), Web-based training (WBT), user guides, job aids, and online
help.
PROFESSIONAL EMPLOYMENT
February 1993 to CONSULTANT
present Instructional Design, Technical Writing, Project
Management
ATLANTA, GEORGIA
McKesson Corporation
Instructional Designer, Content Developer
February 2010 to May 2010
Responsible for designing and developing SAP WBT
and ILT courses for Finance, Project Systems, and
Customer Relationship Management (CRM). Also
created a WBT template.
Newell Rubbermaid
Instructional Designer, Content Developer
October 2009 to January 2010
Responsible for updating 10 SAP Warehouse
Management System (WMS) courses, as well as two SAP
Finance courses. Also performed exercise testing on
various courses. Assisted in QA and production for
uploads to the LMS.
Cox Communications, Inc
Instructional Designer, Content Developer
August 2009 to October 2009
Responsible for the design and development of
instructor-led training (ILT) courses for a new
wireless initiative. Also developed job aids and
updated the template.
Sage Software, Inc.
Instructional Designer, Content Developer
June 2008 to June 2009
Responsible for the design and development of
instructor-led training (ILT) courses for various
CRM functions in SAP. Designed and developed
Camtasia videos for performing certain tasks in SAP
CRM. Also responsible for developing standards and
an ILT template, as well as selecting standard
graphics for use in all training materials.
The Baer Group
Senior Editor
September 2008 to November 2008
Responsible for modifying an existing template,
working with developers to reorganize training
modules into a logical flow, selecting icons and
standard graphics for the training materials, and
ensuring uniformity in all training modules.
CoreNet Global
Instructional Designer, Content Developer
February 2008 to May 2008
Responsible for the redesign and redevelopment of a
Corporate Real Estate (CRE) Portfolio Management
training course. This is a two-day course that is
part of the CRE portfolio management curriculum.
Designed and developed a Detail Design document, a
Teaching Outline, a PowerPoint slide presentation,
Instructor's Guide, Participant's Guide,
Assessment, and reference materials.
Newell Rubbermaid
Instructional Designer, Content Developer
August 2006 to February 2008
Responsible for the design and development of 10
instructor-led training (ILT) courses and for 14
Web Based Training (WBT) courses for various
process areas of SAP, including Warehouse
Management, Procure to Pay, Order to Cash, and
Master Data. Designed and developed a prototype for
the Web Based Training. Wrote various
communications and informational documents, as
requested. Developed the ILTs in PowerPoint and
developed WBTs in PowerPoint using Articulate,
Engage, and Quizmaker. Taught other team members
how to use the Articulate software. Assisted with
implementation of the Learn Management System (LMS)
and with quality assurance of courses posted to the
LMS.
Deposco, Inc.
Instructional Designer, Technical Writer
February 2006 to May 2006
Responsible for the design and development of
online help for the Deposco Warehouse Management
System. This is a Web-based application that
automates shipping, receiving, shipment costing,
and so forth. Also responsible for designing and
developing training materials. Used RoboHelp and
Microsoft Office 2003.
Coca Cola Enterprises
Change Leadership
Instructional Designer, Content Developer
September 2004 to August 2006
Responsible for the design and development of three
courses for the SAP Finance Accounts Receivable
process area. Deliverables included Instructor
Guides, PowerPoint slide presentations, and
Exercise Guides, as well as job aids. Also
developed online help.
Responsible for the design and development of
classroom-based training for the CCE SAP Supply
Chain software development. Specific areas included
Warehouse Management and Logistics Execution.
Prepared Instructor Guides, Participant Guides,
PowerPoint slide presentations, work instructions
(to be used as the base for online help), Visio
process flows, and other job aids. Worked in Author
IT, a single-sourcing publishing software
application. Also assisted process team in the
writing of Business Process Procedures (BPPs) using
Info Pak.
Also designed and developed four courses for the
Material Master process area. Deliverables included
Instructor Guides, Participant's Guides, PowerPoint
slides, visual aids, quick reference materials, and
work instructions. Worked closely with the Process
Team.
IBM Corporation
Global Learning Services
Instructional Designer, Content Developer
February 2001 to September 2004
Responsible for the design and development of
Web-based training for IBM Customer Relationship
Management (CRM) Siebel application. Worked on all
aspects including ibm.com, service and support,
Business Partners, and field sales. Also
responsible for design and development of
supporting reference materials including user
guides and quick reference cards. Responsible for
editing of Web-based communications materials.
Designer and Creative Director for a Flash
education sales demonstration used at Siebel User
Week.
eRevenue, Inc.
Instructional Designer, Training Developer,
Technical Editor
October 2000 to January 2001
Responsible for the design of a documentation and
training plan for Web-based factoring software.
Also responsible for the writing and editing of all
internal and customer materials, including release
notes, operating instructions, training materials.
Assisted the Quality Assurance Manager in the
testing of software and implementation of software
release procedures. Wrote a QA plan for the
company.
Georgia Department of Adult and Technical Training
Instructional Designer, Training Developer, Trainer
November 1999 to June 2000
Responsible for the instructional design and
development of a leadership module for an
accredited training course for IT professionals.
Also designed and developed prehire training for
Internet help desk employees.
IBM Corporation
Technical Writer, Editor, Production Coordinator,
Project Manager
October 1998 to July 1999
Responsible for the writing and development of
customized technical core team classroom training
for the solutions-based IBM BaaN Enterprise
Resource Planning (ERP) Factory. Also responsible
for editing and producing the documents, as well as
project management.
SunTrust Service Corporation
Technical Writer, Instructional Designer and
Developer
October 1997 to October 1998
Responsible for the writing and development of
technical documentation for the SunTrust Electronic
Communications Internet network technical support.
This included startup and shutdown documentation,
as well as backup and recovery procedures for all
components including Cisco Systems, DNS services,
browser services, FTP services, mail services,
firewall, virus scanner, UNIX services, and Lotus
Message Switch. It also included operating
procedures, as well as escalation procedures and
configuration overviews for all components.
Completed training class for the Solutions Center
software. Also responsible for classroom training
courses for proprietary software.
Developed technical documentation in Information
Mapping (IMI) format, as well as training materials
for a new Centralized Operations Unit for the
SunTrust Enterprise.
Also responsible for developing training and
technical documentation for the implementation of
an Asset Management system to be used throughout
the SunTrust Enterprise. Developed a comprehensive
project plan for documentation and training using
Microsoft Project.
IBM - Education and Training
Computer Based Training Writer and Developer
April to October 1997
Responsible for the writing and development of
Computer Based Training (CBT) courses and classroom
training courses for IBM business processes and
proprietary software. The CBTs included a case
study, glossary, role descriptions, and lessons.
Classroom training included an Instructor Guide,
Student Notebook, and Lab Guide. Classroom training
was for software tools to be used worldwide. CBT
development was done in AmiPro and Tutorial Manager
using an OS/2 operating system. Classroom training
was done in Word Pro and Freelance Graphics.
IBM - K-12 Division
Designer/Online Help Author/Technical Writer
October 1995 to July 1996, October 1996 to February
1997, January to April 1998
Responsible for the analysis, design, writing, and
authoring of an online Help system for the
SchoolVista school administration software product.
The Help system includes in excess of 375 topics.
Worked closely with the design and programming team
to ensure good screen design, ease of use, and that
all topics were thoroughly covered in the online
Help. The product is written in C++, runs on a
network using an Oracle database, and is designed
to be used by Kindergarten through senior staff.
Development was done in Windows 95 using RoboHelp
95.
Assisted in the writing, editing, and production of
11 instructional software manuals for products
designed to run under SchoolVista. The products
include SchoolVista Mathematics and Nature of
Science.
Returned to update the online Help system for a
standalone version and an enhanced version of the
original network release.
Carson Associates, Systems Techniques Inc.
Designer/Online Help Author/Project Leader
August 1996 to October 1996
Responsible for the analysis, design, writing, and
authoring of an online Help system for the
CONVERGE/CONVERSE data warehousing software
product. Worked closely with the design and
programming team to ensure good screen design, ease
of use, and that all topics were thoroughly covered
in the online Help. The product runs on a network
and is designed to be used by inexperienced through
senior staff. Development was done in Windows 95
using RoboHelp 95. Wrote the README file for the
software release, as well as prepared the CONVERSE
section of the training guide.
CompuDesigns, Inc.
Designer/Technical Writer
February 1995 to August 1999
Responsible for the design, development, and
production of support manuals, operating guides,
and installation guides for UNIX-based systems that
are used for wireless communication to link a
computer-aided dispatch system to a digital access
system.
THE COCA COLA COMPANY
Project Manager/Technical Writer
November 1994 to February 1995
Responsible for the design, development, and
production of the Human Resources Manager's
Start-up Operations Guide. This guide explains to a
non-technical Human Resources Manager how to
develop a recruitment plan, a training plan, a
compensation and benefits package, etceteras.
Managed the editing, production, and printing
processes.
Other Assignments
SCHLUMBERGER INDUSTRIES
Designer/Technical Writer
June 1994 to February 1996
Responsible for the design and development of the
operating guides for UNIX-based and DOS-based
electronic meter reading systems.
AMERICAN EXPRESS GROUP TRAVEL MANAGEMENT SERVICES
Designer/Technical Writer/Trainer
January to April 1994
Responsible for designing and writing an
installation and procedures manual for the Systems
Hardware group.
QWIZ TRAINING
Computer Based Training Designer/Writer
September 1993 to January 1994
Responsible for designing, writing, and authoring
computer based training for Word for Windows 6.0
and WordPerfect for Windows 6.0.
CRAWFORD MULTIMEDIA
Project Manager/Lead Designer/Writer
February to September 1993
Responsible for managing, designing, and developing
stand-up training classes and workshops for United
Parcel Service sales force.
February 1985 to UNISYS CORPORATION, ATLANTA DEVELOPMENT, CUSTOMER
December 1992 SUPPORT, AND SERVICES CENTER, NORCROSS, GEORGIA
Senior Product Information Analyst
Document Processing Systems
August 1991 to December 1992
. Responsible for designing and developing an
on-line computer based reference for application
reports.
. Designed and developed a bank settlement
reference manual for an imaging item processing
system.
. Set up and managed an editing and production
department, with two editors and three publishing
system operators.
. Responsible for development and maintenance of
staffing and scheduling. Met all benchmarks.
. Managed the design, development, and maintenance
of a computer based training (CBT) package that
runs concurrently with the software.
. Prepared and presented monthly reports to upper
management.
October 1982 to FREELANCE FEATURE WRITER/PHOTOGRAPHER
present
. Complete various writing and photography
assignments for public relations firms, public
television station, as well as other businesses and
individuals. Also worked part-time for Bates
Associates Public Relations as an Associate Account
Executive from April 1984 through February 1985.
. Writing assignments include technical articles,
feature articles, press releases, promotional
brochures, and other promotional materials.
. Photography assignments include still shots for
plays, television shows, newsletter articles,
weddings, and newspaper.
SOFTWARE SKILLS Camtasia Studio 6, Microsoft Office 2007,
Captivate, AuthorIT, Info Pak, Knowledge Producer,
Lotus Notes, DreamWeaver, Office 2003, PaintShop
Pro, PhotoShop, WinHelp Office 5.0,WinHelp Office
4.0, Windows 95, 98, 2000, NT, and XP, RoboHelp,
Microsoft Windows, AMI PRO, MS DOS, CTOS/BTOS, PC
Tools, Excel, PowerPoint, Access, Project
Workbench, DayMaker, dBASE IV, Rbase, OFIS Writer,
Word for Windows 2.0, 6.0, 95 and 97, MS Word,
WordPerfect for Windows 6.0, WordPerfect 5.1,
XyWrite, Tutorial Manager, Lotus Word Pro,
Freelance Graphics
AWARDS Achievement Award, Society of Technical
Communication, 1993
EDUCATION Bachelor of Arts in English
University of North Carolina
Charlotte, NC
Magna Cum Laude
May 1983
Associate in Arts
Central Piedmont Community College
Charlotte, NC
4.0 Grade Point Average
June 1981
REFERENCES Available upon request.
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