Sales Manager

Cheryl M. Rouland

***** ********** ******, *********, ** 44135

(216) 386 - 2726 (cell) ? ********@*******.***

[pic]

Business Process and Strategy Quality and Productivity Improvement

Development

Forecasting, Budgeting and Cost Training Development and Delivery

Controls

Knowledge Management Development Scheduling, Planning, and Organizing

Courseware Development Complete Development Lifecycle

Support

Project Management Process Architect and Technical

Writing

Media Relations Editorial Services

Bachelors of Arts Economics, Political Science, and International Studies ?

Baldwin-Wallace College

Master of Arts in Public Policy ? New England College (in process on-line)

Professional License: Life and Variable Products

Professional Associations: Society for Technical Communications

[pic]

Contract/Consulting Experience

July 2003 to ROCKWELL AUTOMATION (Mayfield Heights, OH)

IT Operations Center - Technical Writer

May 2010

Documented Information Technology Infrastructure Library (ITIL)

processes and procedures for HP Service Manager 7.11.

Created SIPOC diagrams, use cases, process guides, process flows

with swim-lane diagrams, test cases, and procedures.

Prepared marketing communications about release.

Prepared mapping spreadsheet comparing current system to new

system.

August 2008 PHILIPS MEDICAL (Mayfield Heights, OH)

to December PET/CT Nuclear Medicine Development - Technical Writer

2008

Wrote user documentation and release notes.

Performed task analysis to stream-line documentation to decrease

the cost of localizing the documentation.

Validated PET/CT scanner procedures and calibration instructions

using adult and child phantoms.

Attended defect scrub meetings. Responsible for addressing

defects and securing sign-off according to standard FDA

guidelines.

August 2007 NATIONWIDE INSURANCE (Columbus, OH)

to September Operations Center - Technical Writer

2007

Provided project assistance support to IT Department for data

center development and relocation planning tasks.

Very brief contract just hired long enough to get team past

bottleneck in documenting requirements.

December 2005 INTERNATIONAL BUSINESS MACHINE (Austin, TX)

to June 2006 Global Services Division - Process Architect

Provided process architect support to IBM clients using IBM for

IT operations, support, and development.

Developed process documents defining the roles and

responsibilities.

Completed GAP Analysis of current IBM processes and the ITIL

process.

Prepared documents for both regulated and non-regulated accounts.

Provided quality assurance support.

Documented in-house process for managing global assets.

September PERVASIVE SOFTWARE (Austin, TX)

2005 to Engineering Team - Technical Writer

December 2005

Provided technical writing services to Software Development team.

Wrote .net and Java software development kit for propriety data

conversion tool.

Documented engine objects.

Documented standard templates.

May 2005 to CHASE MANHATTAN BANK (Columbus, OH)

August 2005 Operations Center - Technical Writer

Provided technical writing services for three regional data

centers.

Documented issues/resolutions for Knowledge Management system

used by IT Operations Support personnel to resolve alerts and

address outages.

Documented system requirements and user instructions for

proprietary applications.

Prepared daily root cause analysis for executive team.

Provided support for setting up new call center software based on

ITIL.

February 2005 GENERAL ELECTRIC (Twinsburg, OH)

to April 2005 GE Energy - Technical Writer

Provided technical writing services to Mechanical Engineering and

Manufacturing teams.

Documented Standard Operating and Maintenance Procedures for

manufacturing floor.

Worked with mechanical engineers to document specifications.

Worked with staff on the floor to validate procedures.

Applied Kaizen principles for rapid deployment of fixes to oil

and gas drilling system.

Used photography skills to create illustrations.

Synchronized instructions with information provided in schematic

drawings.

July 2003 to US ARMY (Killeen, TX)

January 2005 Central Technical Support Facility - Technical Writer and Project

Secret Assistant

Clearance

Provided Technical Writing and Project Assistant services to the

US ARMY.

Used Oracle database administration and modeling skills to

document initialization

configuration repository database and supporting applications.

Prepared MS Project schedules and task estimates.

Prepared Memorandum of Agreements and supporting documentation

for military leadership.

Designed Web-site prototype.

Established configuration management procedures for team.

Participated in rapid application development effort.

Wrote Test Plan, System Security Authorization Agreement, Data

Management Implementation Plan, Operational Procedures Guide,

Software Version Description Document, and Generating Data

Products Guide.

Performed quality control checks on proposed unit task

organizations for upcoming missions.

Non-Contract Experience

January 2009 JONES DAY (Cleveland, OH)

to January International Law Firm - Courseware Developer

2010

Developed in-house training materials for office productivity

tools and provided technical writing services to Technology

Support Services team (IT Department).

Authored Quick Reference Cards.

Designed, authored, and recorded computer-based training modules.

Assisted team in creating FAQs, internal standards, and

procedures.

Validated procedures across supported environments using QA lab

and virtual machines.

Provided back-end support for Learning Management System.

Authored planned outage memorandum and emergency notifications

copy.

February 2007 SPX CORPORATION (Cleveland, OH)

to August Diagnostic and Engineering Tool Developer - Technical Writer

2008

Developed user documentation for professional and retail

diagnostic tools.

Managed printing and localization efforts.

Improved cross-functional communications and implemented

cost-controls.

Established processes to ensure a consistent product image.

Rolled out template enhancements to decrease documentation

development, printing, and translation time.

Implemented internal release notices distributed to marketing and

support.

Validated documentation by performing diagnostics on vehicles.

October 2006 WESTPARK DIRECT (Lakewood, OH)

to February Nationwide Newspaper Sales/Marketing - Sales Representative

2007

Provided sales support for newspapers across the country.

Provided marketing support for newspapers across the country.

June 2006 to ARTSMARKETING (Cleveland, OH)

October 2006 Fundraising and sales support for the arts - Sales Representative

Provided telephone support for individual and corporate giving

for the Cleveland Orchestra.

Provided sales support for Cleveland Orchestra performances at

Severance and Blossom.

October 2001 POINTSERVE, INC (Austin, TX)

to July 2003 Optimization Software Development - Manager Technical

Publications

Established a standard documentation set.

Coached young writing team on technical writing best practices

for planning, writing, testing, and producing user manuals, test

plans, training materials, and on-line Help.

Improved cross-functional communications by getting writing staff

more involved in product development and support by ensuring

participation in the full development lifecycle, access to the

defect database to view, report, fix, and close defects, and

establishment of a standard archiving methodology.

Managed departmental budget.

Implemented cost-controls to manage production costs.

Developed Webworks template to single source FrameMaker documents

for print and on-line documentation.

Updated website content for PointServe and Southern Union Gas as

required per a joint-SLA.

June 1998 to BMC SOFTWARE (Austin, TX)

September Database Administration Software - Information Developer II

2001

Created online and paper-user documentation for a schema

management software tool that

ran on Oracle, Microsoft SQL Server, Sybase, Informix, DB2

Universal Database.

Utilized imaging software to validate instructions across

database platforms, operating systems, and locales.

Participated in functional and design specification reviews.

Reported, validated, and closed defects.

Updated user documentation based on feedback from customer sites.

Provided level-three support to writers across the organization

for Documentum (the document management system used to archive

documents, manager internationalization efforts, trigger

automatic notifications (technical bulletins) to customers, and

post content to the corporate website). Also, tested new

applications and provided recommendations for additional

Documentum applications.

Documented coding and Wizard standards.

Conducted a task analysis used to redesign user documentation.

Co-authored corporate-wide task analysis methodology.

June 1997 to TUSC (Chicago, IL)

April 1998 Oracle Consulting Firm - Technical Writer

Rewrote PL/SQL, Forms, and Database Administration training class

curriculum and exercises.

Training sales increased by 50% after the updates.

Provided project management and editorial support to the three

partners as they authored

Oracle Press books for McGraw-Hill on Oracle Web Server, PL/SQL,

and Application Tuning.

Performed validation tests on instructions documented in the

books.

Wrote user documentation and on-line Help copy for custom-built

Oracle applications.

Provided copy editing services for presentations delivered at

regional, national, and

international conferences.

October 1990 THE FOLLETT SOFTWARE COMPANY (McHenry, IL)

to June 1997 School and Library Software Development - Senior Technical Writer

Created online and paper-user documentation for school and

library administration software.

Wrote and inspected functional requirements in a team

environment.

Defined standard software development processes.

Recommended and implemented best-practices.

Documented formal inspection process.

Completed annual Capability Maturity Module (CMM) analysis.

Tested software applications across platforms (DOS, Windows, and

Mac).

October 1988 ENCYCLOPAEDIA BRITANNICA (Chicago, IL)

to October Educational Publisher - Marketing Assistance / Corporate Planning

1990 Assistant

Provided administrative support to National Sales Manager and VP

of Corporate Planning and Development.

Assisted executive team in preparing Annual Business Operation

Plan.

Provided editorial assistance on special projects.

Assisted subject matter experts in responding to Requests for

Proposals.

Provided copy editing and typesetting assistance to Rethinking

Urban Schools Committee.[1]

Scheduled meetings, processed expense reports, answered the

phones, handled travel arrangements and general correspondence.

Planned annual corporate retreat.

Processed expense reports for national sales force.

Assisted with convention planning and literature distribution for

shows.

October 1987 STERLING DAILY GAZETTE (Sterling, IL)

to October Daily Newspaper - Education Editor

1988

Covered 17 local school districts, the local community college,

and Park Board.

Provided back-up coverage for City Reporter beat and Police beat.

Wrote news and feature articles.

Chose content and managed the layout of the annual Graduation

tab.

Contributed articles to Business, Lifestyle, and Wedding tabs.

Selected content for education pages.

Freelance Experience

. Technical Writer / QA Function Knowledge Management System - Express

Scripts

. Television Production Assistant - Viacom CableVision (Intern and

Freelance)

. Correspondent - Chicago Sun-Times

. Reporter - Star News

. Production Assistant - ESPN

. Correspondent - The Cleveland Plain Dealer

. City Reporter - The Royalton Recorder (Chamber of Commerce Publication)

. Editor - Waterfront News

Tool Usage

Microsoft Word Oracle FrameMaker

PowerPoint Toad / Erwin WebWorks

Excel Sybase / SQL Server Interleaf

Photoshop Access RoboHelp

Hi Jaak Pro Visio WinHelp

Paintshop Pro SQL Plus Dreamweaver

Snag It W2K Server FrontPage

PageMaker SharePoint Documentum

CVS / PVCS Bugzilla Mercury/Tivoli

Lotus Notes / Outlook Acrobat Writer ForeHelp

Illustrator InDesign Captivate

Certification/Courses taken: ITIL foundations, Information Mapping,

Indexing, FrameMaker, InterLeaf, Database Administration course, PL/SQL

course, XML basics, and Windows2000 Server.

[1] The Chicago School District created local districts in an effort to

improve the schools. Encyclopaedia Britannica Education Corporation

prepared materials on trends in education to assist the school leaders.

Contact this candidate