Training Software

HOLLY S. SOMERS

**** ***** ********* **** *********

Lake Worth, FL 33463

Home: 561-***-**** *********@*****.*** Cell: 561-***-****

SUMMARY

A certified Technical Writer, Instructional Designer/Developer and Trainer with over 10 years of

experience in creating training documentation, user documentation, company procedures and

policies, data warehousing, aerospace industry, adhering to company budgets, and end-user quick

tip guides. Known for good judgment and the ability to balance the company's need to respond in

timely manner while protecting proprietary information. Special expertise in analyzing, identifying

gaps and implementing corrective procedures and ability to grasp and utilize new information

quickly with a high level of accuracy. Excellent written and interpersonal /communication skills, very

loyal, sincere, and dedicated.

TECHNICAL SKILLS

Microsoft Office Suite (Word, Excel, PowerPoint, Navigating through Transition

• •

Access) Adobe Acrobat Writer

•

Langevin Instructional Design Milestones

• •

Call Center Experience MS Project

• •

Needs Analysis Interactive Video Training and Computer

• •

How Adults Learn Based Training

•

W riting skills for trainers Dreamweaver and Fireworks

• •

Mutual Gains (team building) High-Impact Communication Skills

• •

Document Design and Usability Microsoft Windows

• •

Technical Writing in the Corporate World Microsoft Outlook

• •

Powerful Communication Skills Getting it All Done (Organizational Skills)

• •

Visio Experience troubleshooting software and

• •

identifying solutions

Teradata/Data Warehousing

•

Call Center Experience

•

PROFESSIONAL EXPERIENCE

AEROSPACE TECHNOLOGIES GROUP INC., Boynton Beach, FL 2007 – 2008

Technical Writer/Technical Trainer

Developed all Component Maintenance Manuals (CMM’s) for all Customers.

•

Developed all Service Bulletins for all Customers (Service Bulletins contain retrofit information

•

regarding a fix or upgrade to existing product).

W orked with Technicians to document disassembly and assembly procedures and take pictures

•

of entire process to include in the above manuals.

Created training material for company.

•

Performed Training Needs Analysis.

•

Maintained all Training Records.

•

Notified management when employees require refresher training.

•

Identified training for all new hires.

•

Created and maintained large Excel database identifying employees training.

•

Created customized training for in-house personnel and the customer.

•

Started Company Newsletter.

•

HOLLY S. SOMERS PAGE TWO

AT&T, North Palm Beach, FL 1997 – 2007

Technical Writer/IT Analyst/ Technical Trainer

• Developed training manuals for all company related software and applications.

• Developed company policies and procedures documents to provide a common set of

instructions and directions for increased consistency in operating standards.

• Developed the Business Intelligence Database (BID) Content Training Material used as a

training tool for end-users.

• Created training material, such as quick reference guides, for BID related functionality.

• Reviewed Billing Systems specifications. Conducted in-depth research/rewrote to standards.

• Created quick reference guides on various software and applications.

• Created BID ERwin dictionaries showing changes from previous BID releases.

• Data Warehousing– Monitored maintenance/updates of four large databases of critical projects.

- Implemented changes to the BID and other production data models.

- Created BID and other Erwin model reports such as data dictionaries/ ERDs (table

schematics).

- Created and maintained the first Billing System database.

• Provided day-to-day negotiations and collaborations with customers to resolve problems in the

best interest of the Company.

Product Support Specialist/Training Analyst/Application Administrator

• Managed twelve contract employees & monitored performance of national applications

deployed.

• Supported applications deployed nationally: Managed departmental support activities.

• Interacted with support organizations to ensure company standards were satisfied.

• Participated in acceptance testing of existing and new national applications.

• Identified enhancements and bugs and reported to the responsible department.

UNITED TECHNOLOGIES/PRATT & WHITNEY, West Palm Beach, FL 1983 – 1997

Held government clearances during employment with Pratt & Whitney.

Senior In-House/Field Administrator

• Analyzed and monitored in-house and off-site computing needs.

• Converted/trained worldwide based field personnel from expensive phone bill charges to

communications software.

• Submitted several cost savings, which resulted in over one million dollars net savings to

company.

• Maintained accurate inventories for all hardware /software, while ensuring each computer and

user was not violating any software license agreements.

• Installed and maintained department’s networking of computers.

• Provided administrative and computing assistance to field personnel in relocations to other field

assignments.

• Provided computer hardware and software training and detailed documentation to in-house and

field based.

Computer Based Training Illustrator

• Developed all computer-assisted instruction programs to be used for training purposes for the

military, Pratt & Whitney and the US Government.

• Developed the company’s first interactive video training course on Jet engine troubleshooting

and corrective action techniques. Resolved software problems evaluated new software,

attended seminars and prepared and made presentations to both internal management as well

as customers.

.

HOLLY S. SOMERS CERTIFICATIONS AND AWARDS

CERTIFICATIONS

AA, Powelson Business Institute, Syracuse, NY

•

Technical Writer, Instructional Designer/Developer and Technical Trainer, Langevin Training

•

Services

Secrets of Successful Technical Writer, Rockhurst University

•

AWARDS / RECOGNITION

W on the President’s award three times, as a result of numerous cost reductions, which resulted

•

in a net savings of one million dollars to the company.

Nominated and elected Employee of the Month multiple times.

•

Received many Moment of Excellence awards from end-users for timely and superior support.

•

Received Supplemental Awards for reducing excessive monthly communication/phone charges

•

of field personnel based in Portugal.

Received several Dinner Tickets as result of technical and administrative assistance to

•

personnel

Received many letters of commendations and appreciation by both in-house personnel, field-

•

based personnel and the US Military.

Contact this candidate