Training Customer Service

Ann Gordon

Utah Websites: http://www.gordoncomputer.com

***@**************.*** http://instructionaldesign.gordoncomputer.com

435-***-**** or 801-***-**** Writing Blog: http://www.writetightsite.com

Specialty: Technical Communication, including Technical Writing, Editing and Instructional Design

Areas of Expertise

Instruction Guides Online Training Software Simulation

User Manuals Technical Manuals Technical Editing

Education & Training

MS/CIS Computer Information Systems, summa cum laude, U of Phoenix

B.A. Honors in English, German, Business, cum laude, Weber State U

B.A. (additional minor) in Secondary Teaching, cum laude, Weber State U

20 hrs. M.Ed. classes in Education and Psychology, Weber State U

Adult Education Training, Motorola Institute, AZ

Technology Education Recruiting, Bell & Howell for DeVry Institutes

Leadership training: Utah Arts Council, Chinle USD, and STC Conference

Certificates

Secondary Teaching Certificates: English, German, Computer Science, Business

Community College Endorsements: Computer Science, Business Education

School Site Leadership Certificate: Leadership Academy, AZ Board of Education

Neuro-Linguistic Programming (NLP) Certificate: Western States Training, UT

Related Experience

Instructional Design, Technical Writing, Computer Training 14+ years

Technical Writer Schlumberger - oil & gas exploration 8-month contract (2011-2012)

Write installation and test manuals for rock sample testing hardware and software (Word, Visio,

PSP); interview SMEs, edit photos, create Visio diagrams, design template. 95% telecommute.

Instructional Design & Technical Editing Avaya Telecommunications 3-month contract (2011)

Analyze existing online courses for translation into 3-D WebAlive platform; write instructional

objectives and create outlines for WebAlive courses (Word, WebAlive); 100% telecommute.

Instructional Design, Technical Writer Clarity (financial firm) two contracts (2008 and 2010)

Create online & instructor-led training for call center employees (PowerPoint, Presenter, Breeze,

SoundForge); create / edit online knowledge base pages (HTML, Dreamweaver, SnagIt); conduct

SME meetings; write objectives; file status reports (Excel); post courses on LMS. 30% telecommute.

Technical Writer Dept of Transportation two onsite contracts (2007-2008 and 2009-2010)

Write mobile radio and Electronic Fare Collection installation and maintenance manuals for bus,

light rail & computer rail technicians (Word, Visio, PSP); conduct SME meetings and reviews;

photograph equipment; create templates; develop document repository in SharePoint.

page 1 of 3

D. A. Gordon

Instructional Design, Technical Writer Animation Graphics company - 6-month contract (2007)

Write training manuals and create knowledge base website for employee training and reference

(Dreamweaver, Word, SnagIt); capture graphic application screens and document specialized

software processes (Maya, Snipe, Perforce); work with interactive video game developers.

Instructional Design ConsultNet (financial / credit card firm) 3-month contract (2006)

Build online training courses for customer service call centers (Siebel, PowerPoint, Flash, Visio); use

Design Documents, Instructional Analysis and AP Style Guide; build interactive quizzes; post

training (Navigation Builder, Dreamweaver).

Technical Writer, Classroom Trainer BC/BS Health Insurance 17-month contract (2004-2005)

Write task-oriented training materials for students and instructors (Siebel, Word) using Functional

Design Docs and test scenarios; train users in classroom (Siebel, PowerPoint); create interactive

flowcharts (Flash, Visio); assist the QA Style Guide team. 80% telecommute.

Instructional Design, Technical Writer Northrop Grumman 7-month contract (2003-2004)

Develop multimedia Web-based training for environmental project for the Air Force; create

storyboards, interactive simulations and quizzes (Captivate, Flash, ViewletBuilder, SoundForge,

Dreamweaver); edit voice files (SoundForge); write objectives and test questions; train-the-trainer.

Instructional Design, Technical Editor Intel 6-month & 10-month contracts (2001 and 2003)

Create interactive training courses (Dreamweaver, Flash, ViewletBuilder, Captivate, OnDemand) for

employees and suppliers; develop storyboards, objectives and quizzes (Word); create software

simulation courses as well as soft-skill courses on business continuity and software lifecycle.

Technical Writer, Technical Editor IBM/Tivoli 13-month contract (2000-2001)

Write and edit Tivoli storage management user manuals for UNIX and Windows (SGML) and

generate HTML, PS and PDF files from single-source files (AdeptEditor); document and test

commands; manage document review process (LotusNotes); write test procedures; ISO 9000.

Curriculum Design, Adjunct Computer Teacher CEU Community College 2 years (1998-2000)

Develop courses and teach computer skills including: graphics, HTML, business communications

and word processing (Word, Paint, PowerPoint), desktop publishing (PageMaker) and spreadsheets

(Excel); write curriculum guides, assignments, learning objectives and quizzes; assign grades.

Instructional Design, German Localization, Project Lead Alpnet, Inc. 12 months (1996-1997)

Develop multimedia computer-based training courses for NETg (SoundForge, IconAuthor, PSP); use

both German and English operating systems; create courses for SAP, LotusNotes and MSOffice; test

and track bugs; coordinate with QA; file status reports and track milestones (MS Project, Word).

Technical Reports & Presentations, Research MS/CIS grad student, UoPhx Online (1997-1999)

Research and write technology papers and presentations for two years (Word, PowerPoint, Project,

Access); edit team deliverables; use online library, ICQ and Convene applications; analyze software

projects, create network and ERD diagrams; defend project research; all courses virtual.

Curriculum Design, Computer Lab Director, Trainer CUSD Schools 2+ years (1994-1996)

Install and maintain large computer lab; order and install all requisite software and hardware;

develop curriculum for grades K - 8 and teach all students; write technology proposals, grants, RFPs

and admin reports for the school and district; train teachers; develop community outreach program.

Computer Consultant, Graphics, Trainer, Webmaster 13 years

Apple Computer Education Sales Consultant Connecting Point, AZ full-time (1991-92)

Technical Trainer & Writer, Webmaster, Computer Graphics Gordon Computer, LLC (1994 -

present) - concurrent

page 2 of 3

D. A. Gordon

Freelance Writer, Editor, Publisher, Graphics, Public Speaker 27 years (concurrent)

Gordon Computer LLC & Dawn Publishing: Ghost writer, editor and author (Word, PageMaker,

InDesign); write / edit articles, newsletters, and training materials; self-publish booklets & books, run

book promotions; create & deliver self-publishing & writing lectures, speak at STC, ISPI and Utah

Writing group meetings; create and edit vocal files for online courses and websites (SoundForge);

create book trailers for websites and YouTube (Flash and MovieMaker).

K-12 Teaching, Curriculum & Instructional Design 6 years

Develop curriculum, design lessons and teach Reading, English and Math in alternative junior high /

high schools (7-12); teach Reading and Math (7-12); manage computer labs and teach Computer

Science & Business Communication (K-8 and 10-12).

Awards

Top National Recruiter Award (5th of 210) -- DeVry Technical Institutes

Winner WSU Poetry Contest (for two poems)

Winner LUW Creative Writing competition in Salt Lake City (article & short story - 1st place)

Winner LUW eBook Writing competition in Salt Lake City (historical eBooks - 1st & 2nd place)

Business Awards Extemporaneous Speech, Ad Campaign & Keyboarding (statewide competition)

Finalist Most Outstanding Female Student of the Year, WSU

Most Outstanding Honors Program Graduate and Phi Kappa Phi Graduate, WSU

Awarded Government and Corporate Grants for Computer Lab upgrades

Affiliations

Society for Technical Communication (STC)

- Chapter president, competitions judge, regional representative

- Special Interest Groups: assistant manager, survey manager, newsletter contributor

Moab Poets & Writers, board member & webmaster

League of Utah Writers: board member Oquirrh Writers group & president Just Write chapter

Assoc of Professional Communication Consultants, member

eLearning Guild, member

Bright Hub Science and Technology article consortium, contributing author

Podiobooks.com Patron, member and contributor

Rocky Mountain Fiction Writers, member

Online Division - College of Metaphysics, webmaster and director

Websites designed, built & maintained

Instructional Design: http://instructionaldesign.gordoncomputer.com

Online Portfolio & Resume: www.gordoncomputer.com

Local Writers Group: www.moabpoetsandwriters.org

Book websites: www.womanwarchief.com & www.fivescalps.com &

www.thesandycreekboys.com/

Writing Blog: www.writetightsite.com

Grand Gourds: www.grandgourds.com

Czech Crystal: www.czechcrystal-us.com

Philosophy correspondence school: www.divinemetaphysics.org

Tribute to son: www.ericwillis.info

page 3 of 3

D. A. Gordon

Contact this candidate