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IT Trainer, Technical Writer, Instructional Designer

Rockville, Maryland, United States
May 19, 2017

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E-Mail: Home: 301-***-**** Mobile: 914-***-****


Qualifications for Management: Training/Curriculum Development, Hardware/Software Instructional Design, Technical Writing, Documentation/Project Management & Training:

Offers over twenty two years of experience in technology consulting, resource/documentation management, and teaching/training/technical writing/instructional design. Designs, introduces, instructs, and administers technological resources to increase operational performance & increase personal knowledge. Acts as a liaison between various groups & individuals with regard to technological matters. Remains current with regard to training and development research, techniques, & methods. Areas of expertise include: Personnel Training, Personnel/Resources Management, Business Process Engineering & Analysis, Education, Curriculum Development, Technical Writing, Documentation & Project Management, and Hardware/Software Troubleshooting, & Instruction.

Professional History

2016-2017 USPTO/NetAmerica Technical Writer/Trainer Alexandria, VA

Developed & edited and variety of Enterprise Contact Center documents used for daily activities

Created training materials & CBT’s for Interactive Intelligence- Interaction Agent & Business Manager Software training.

Developed the curriculum & conducted the training for Interaction Agent & Business Manager Training.

Developed & edited the project documents for the ECC Upgrade Project.

Provided team members with individual and group Office 365, Microsoft Project, Adobe Acrobat, & other software training.

2015-2016 Apex Systems/Capital One Bank Sr. Technical Writer Tysons Corner, VA

Developed & edited training slideshows for onboarding upper level IT technical managers.

Facilitated & provided class room & distance learning training for onboarding upper level IT technical managers.

Assisted in creating videos for onboarding upper level IT technical managers.

Diplomatically served as a liaison between the technical subject matter experts, management, & the technical writers/trainers.

Created & managed the document review process for creating training materials & other documentation.

Developed training schedules & coordinated training activities.

Created user guides like the Hiring Manager How To Guide.

Redesigned & maintained the Tin Can II Training Section on Capital One’s Knowledge Link site.

2014-2015 IBR/US Census Bureau Training Manager Suitland, MD

Managed & coordinated the development of all training activities & materials in conjunction with the development of the GUPS application.

Developed the GUPS Training Plan, which would specifically define the details of everything mentioned above.

Responsible for creating a variety of GUPS related training documents, including the GUPS User Guide, External Participant Guide, Training Schedule, & Document Review Workflow.

Created GUPS Training CBT’s based on the information contained in the GUPS User Guide.

Managed the review & editing process for all training documents.

Liaised with Census representatives & GUPS Team members to acquire the information necessary plan & develop training activities & training materials.

Used the ADDIE Model to develop & then deliver a Basic Training Guide & training sessions for the VersionOne Agile software development management application.

Worked within the Agile software development method to convert business & software requirements into User Stories, using VersionOne.

Created templates for various GUPS Team documents; Assisted colleagues in solving their assorted Microsoft Office & VersionOne software conundrums.

Provided Microsoft Office training to the GUPS Team as needed.

Acted as a Technical Writer to both write & edit various business documents for members of the GUPS Team.

Created & maintained most of the structure & content for the GUPS Team SharePoint site.

Advised the members of the GUPS Team & Census representatives relating to matters of maintaining software, document, & CBT, Section 508 compliance.

2014 Agensys/AAC/GSA Lead Technical Writer Washington, DC

Coordinated & created the GSA Regional IT Contingency Plan Template, which was used in creating the GSA regional ITCP’s

Liaised with GSA regional representatives to acquire the information necessary to create the region specific IT Contingency Plans.

Developed & managed the review process for document development, review, & finalization.

Created templates and other documents which were used by colleagues to acquire & store the information necessary to write the Regional ITCP’s.

Created & managed the electronic file structure in which all project related documents were.

2014 Function1/ARC Of Montgomery Cty Documentation Mgr Rockville, MD

Created & edited technical and end user documents like User Guides & Website/Portal Design documents.

Managed all technical documentation for the AHRQ project.

Created SOP’s for the creation, review, & finalization of documents.

Created documentation relating to the migration of websites from a variety of platforms to Drupal.

2013-2014 Insight Global/Johns Hopkins U Documentation Mgr/Technical Writer Baltimore, MD

Created & edited system, end user, instructional, & IT Operations documentation..

Managed all technical documentation for IT Operations.

Redesigned & maintained all IT Operations SharePoint websites.

Created SOP’s for IT procedures like the documentation creation & editing processes.

Managed the creation of an updated IT Disaster Recovery Plan for the Bloomberg School Of Public Health, at JHU.

2013 Maven Gr/ATT Consulting/US Courts Documentation Mgr/Asst Project Mgr Oakton, VA

Managed the creation, editing, distribution, & storage of all documents pertaining the US Courts CSSM Project.

Created, edited, & gathered information for the CSSM Project Plan.

Established templates for all of the various documents which were to be used for the project.

Instructed network, security, & change engineers in documentation best practices, as well as in the use of applications like Word, Excel,

PowerPoint, Adobe Acrobat, & SnagIt.

Gathered information for & created the Weekly Status Reports.

2013 22ND Century Tech/Peace Corps Instructional Designer/ Trainer Washington, DC

Edited the U.S. Peace Corps IT Specialist Manual in support of the GRID Project.

Designed the training plan for the domestic Windows 7/Office 2010 upgrade using the ADDIE Model.

Created Windows 7 & Office 2010 Training CBT’s.

Created Windows 7/Office 2010 training materials in support of the domestic Windows 7/Office 2010 upgrade using the ADDIE Model.

Created a SnagIt 11 User Guide in support of the GRID Project.

2012 iGATE Tech/Diamond IS/US Treasury Instructional Systems Designer Washington, DC

Lead day to day activities relating to creating the HR Connect User Guide.

Created documentation for the HR Connect User Guide.

Coordinated & conducted focus groups relative to the content & design of the HR Connect User Guide.

Assisted in creating & updating the user guide project plan..

Created both weekly & monthly status reports

Developed & maintained the visual style guide upon which the styles for HR Connect User Guide would be based.

Created & edited training materials for HR Connect training.

Reviewed & edited documents as part of the peer review process.

2011-2012 LS3 Technologies

●Dept. Of Veterans Affairs Technical Writer/Trainer Odenton, MD

Edited & created a variety of technical & reference materials related the VA PIV Project.

Prepared the VA PIV Project Weekly Status Report.

Prepared the VA Daily PIV Status Report.

Created & edited resumes for LS3 employees for submission to contractual clients

●Dept. Of Labor Technical Writer/Trainer Washington, DC

Created the CPS Training Plan as well as all of the accompanying reference & training materials for CPS.

Edited the IAMS Rollout & Communication plans.

Edited a variety of technical & reference documents related to the deployment of the IAMS & CPS applications.

Edited documents relative to the consolidation & migration of Active Directory into the IAMS environment.

2011 Vision Tech/Const Energy Technical Writer Baltimore MD

Created technical documentation for the Xmatch application, geared towards technical users.

Created workflow and data flow diagrams for various IT, and business processes at Constellation Energy.

Assisted management in creating presentation materials with Microsoft PowerPoint, Word, and Visio.

2011 Focus Technology/SiTel Technical Writer Washington, DC

Created the documentation and training materials for the LMS 2.0 learning management system.

Assisted in developing and improving the function, flow, and language for LMS 2.0.

Wrote the directions and tips verbiage for many of the portlets and modules in LMS 2.0.

Participated in the quality analysis and testing processes for LMS 2.0.

2010-2011 Exceptional Software Strategies

●Asymmetric Warfare Group/US Army IT Instructional Designer Fort Meade, MD

Served as an administrator for the AWG NIPR and SIPR Oracle Portals.

Provided one on one and group instruction on the use of both AWG portals.

Created documentation and training materials relative to the creation of graphic portlets, the Perstat Portlet, MTS, and other topics relating to the AWG Portals, and productivity software.

Conducted IT training for individuals who were new to AWG.

Developed graphic links portlets for both of the AWG portals.

Advised and assisted various individuals and AWG organizations in the creation and management of personal and community portal pages.

Provided software and hardware technical assistance to individuals within AWG.

Participated in the quality analysis process, tested new software, and proposed suggestions for the improvement of user interfaces.

Created a graphic oriented Training & Documentation page for the AWG Portal.

●Exceptional Software Strategies HQ IT Instructional Designer Linthicum, MD

Created a graphic oriented Training & Documentation page for the ESS Portal.

Created the training & reference materials for, and conducted Security Plus training.

2006-2009 Lockheed Martin/SEC IT Trainer/Technical Writer Washington, DC

Educated students in the use of a wide variety of proprietary and commercial software, including Office 2003 & 2007, Adobe Acrobat, Cisco

MeetingPlace, Live Meeting, E-Vault, Pointsec Device Protector, SharePoint 2003/2007, & FIM, for the US Securities &n Exchange Comm.

Created technical training, curriculum, and instructional materials for the Securities and Exchange Commission using the ADDIE Model.

Developed and delivered online, technical, curricula via Live Meeting, Meeting Place, and Microsoft Communicator.

Developed and provided technical training relative to the use of Blackberry devices, as well as audio/visual touch screens, RSA Tokens, Verizon

Wireless Internet Adapters, & G/On.

Coordinated class registration and scheduling, maintains and assists in the development of the SEC Training Database.

Managed the Source Article review and submission process for the SEC.

Functioned as a technical liaison between the various groups within OIT, as well as between OIT & all of the SEC divisions.

Assisted in the design, maintenance, and content creation for the OIT Training SharePoint website.

Received and conducted training on a variety of technical help desk tools and applications, including Service Center.

Utilized Captivate in the creation of Blue Sheets, and other training videos.

Developed training for SharePoint 2003/2007.

Provided technical assistance and input to the SEC Chairmen, and some of his projects.

Created SOP’s, Requests for Quotes, Requests for Proposals, and Requests for Information.

Created Training CBT’s for the Blue Sheets application

Gathered requirements for, and provided analysis relating to creating and re-engineering business processes, as well as integrating new software

as part of these processes.

Conducted training, and created training materials, and documentation, in conjunction with migrations to Office 2003/2007, Windows 7, and

SharePoint 2007.

Participated in the quality analysis and testing processes for a variety of proprietary and commercial applications used at the SEC.

2005 Serco Group/US Army Instructor Aberdeen Pr Gr, MD

Developed and delivered Math & Reading curriculum for purposes of test preparation.

2004-2005 Vigilant Services Corp/US Army Senior Technology Trainer Edgewood Area, MD

Developed and delivered technical curriculum, evaluated performance.

Educated students in the use of a wide variety of proprietary and commercial software.

Wrote technical training, curriculum, and instruction materials for the Defense Department, including My AEC, AERO, EPAS, RPTS

& Documentum applications.

Developed and delivered online, technical, curriculum via WebEx.

Provided technical support for proprietary and commercial software.

Created and maintained training database for purposes of student registration and tracking; Coordinated IT training registration.

1998-2004 Tech Guys Owner NY/MD

Performed database development operations for various institutions, as well as the installation, removal, and repair of hardware.

Educated students in routine and advanced computer maintenance, as well as the use of a wide variety of software.

Created technical training, curriculum, and instructional materials for various businesses and organizations.

Planned the integration of technology resources for the preparation/execution of lessons.

Assisted the New York City Public Schools in the integration, documentation, and instruction of teachers in newly implemented technology.

2003-2004 Best Buy Senior Sales Associate Washington, D.C

Assisted in workflow distribution and scheduling, supported sales staff, and liased with customers.

Served an instrumental role in achieving and maintaining a stores top sales ranking within an industry leader.

Sold computer hardware, software, and networking products as well as service plans.

2001-2003 Lindale Middle School Social Studies Teacher Linthicum, MD

Incorporated primary and secondary sources into Social Studies instruction; taught Social Studies to grades nine through twelve.

Developed and delivered Social Studies curriculum, evaluated performance.

Contributed to the development of assessments for sixth and seventh grade students.

Planned the integration of technology resources for the preparation/execution of lessons.

1996-2001 New York City Public Schools Social Studies Teacher Bronx, NY

Participated in programming for a Social Studies department; incorporated primary and secondary sources into Social Studies instruction.

Wrote curriculum, and instructional materials for the New York City Public Schools.

1996 Database America Direct Marketing Coordinator Montvale, NJ

Coordinated direct media programs, including customer relations and billing support operations.

Managed various aspects of marketing list management.

Conducted business analysis activities relating to several marketing programs.

1995 The Sutherland Group/IBM Mktg. Rep/Lead Gen. Spec. White Plains, NY

Generated and spearheaded direct marketing campaigns for companies in the insurance, education, technology, and healthcare industries;

coordinated various aspects of marketing list management.

Developed and implemented strategies for the promotion of computer hardware/software products for IBM and business partners. This

resulted in major increases in midrange and mainframe computer products/services sales.

1994 JAMI Marketing, Asst. to Mgr. of Alt. Media Pearl River, NY

Assisted in database development and maintenance.

Provided customer relations and billing support operations for various alternative media programs.

1994 SUNY-University at Buffalo Asst. to the Director-Un. Dev. Buffalo, NY

Conducted and updated quantitative research on scholarship programs; worked on fundraising projects.

Facilitated the development of a computer-based information system for scholarship profiles.

Education / Certifications / Security Clearances


30 Credits Above a Masters Degree, New York State Union

of Teachers.

Master of Public and Health Administration, Long Island University

Bachelor of Arts in History, SUNY University at Buffalo


A Plus Hardware and Software Certification

Security Plus Certification

Maryland and New York State Certification in Secondary Education

Current Security Clearances:

Past Clearances:

Public Trust


Top Secret

Key Skills & Knowledge (In Years)


IT Training 19

Teaching 22

Technical Writing 19

Instructional Design 22

Document Management 14


Blackberry 09

Android Smartphones 08

iPhones 05

Wireless Routers 14

RSA Tokens 11


MS Word 26

Excel 25

Publisher 23

PowerPoint 22

Communicator/Lync 11

Outlook 21

Visio 11

SharePoint 12

Project 16

Service Center 03

Citrix 10

G/On 03

Snag It 14

Captivate 12

Adobe Acrobat 24

Adobe Photoshop 12

Adobe Illustrator 11

Documentum Eprise 06

Bluesheets 03

FIM 02

Rhythmyx 02

Robo Help 08

Confluence .2

Fly Spray 01

Google Docs 08

VersionOne 02

Knowledge Link ...01

Webex 10

Interaction Agent 01

Business Manager 01

Web Browsers

Mozilla Firefox 11

Internet Explorer 22

Google Chrome 07

Operating Systems

Windows XP 15

Vista 06

Windows 7 08

Windows 8 03

Windows 8.1 04

Windows 10 01

Android 08


Oracle 09

Microsoft Access 17

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