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Senior level Visual & Technical Communicator Instructional Designer

Phoenix, Arizona, United States
May 31, 2017

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Debra Gabriel

Phoenix, AZ *****



Seasoned technical & visual communicator/instructional designer with strong business process and analytic experience, thrives in cultures of corporate, as well as geographical, diversity. Experience developing full SDLC documentation and style guides. Enterprise content management. Information architecture /design / development; business management, consulting.

RELATED & TECHNICAL SKILLS (15 years or more with each skill listed)

-- Communicating effectively with stakeholders & management

-- Interviewing to build relationships, elicit requirements, resolve issues

-- Instructional design & training

-- Technical writing & illustration

-- Information Mapping™

-- Project management

-- Agile/scrum lean waterfall project frameworks

-- Business/systems/application analysis

-- Business process mapping & optimization

-- Content & knowledge management

-- Participatory strategic planning

-- Usability: observation, heuristics

-- Information architecture/design

-- Problem & incident management


Instructional Designer Visual & Technical Communicator, TM Information Solutions, Phoenix, AZ 2010 to present

Fulfilling information design/development, content management, and business analysis needs for business, enterprise operations, and software development teams on a consulting basis; including requirements specification, multiple-project RoboHelp online help systems, instructional design, and other projects as requested. Examples available upon request. Writing/editing online and print publications for a variety of industries: aerospace, insurance, finance, IT.

Instructional Designer/Developer III, (Contract). Intel Corporation, Chandler, AZ 2014

Developed electronic performance support products deployed alongside enterprise applications enabling improved workforce performance/productivity. eLearning tools run side-by-side with applications, or help is embedded into a product's user interface. Built software simulations and slide presentations allowing users to navigate learning tools the same way they do a software product. Camtasia, Captivate, Microsoft Office, SharePoint, SnagIt, SAP Supplier Relationship Management.

Instructional Designer, Microsoft Dynamics CRM Rollout (Contract). PulteGroup, Tempe, AZ

2013 – 2014

Developed self-directed eLearning modules for a new CRM system replacing Oracle's Siebel OnDemand CRM. Interactive video tutorials, software demonstrations, and Acrobat quick reference guides (QRGs) managed on ShareKnowledge LMS. Developed business process for using, administering, and maintaining user licenses, content, and grading in LMS. Adobe Captivate, Microsoft Dynamics CRM, Microsoft Office, SnagIt.

IT Applications Analyst III, PAS Environments Operations (Contract). CSAA Insurance Group, a AAA insurer 2011 – 2013

Information design and development, content management, metrics charts, presentation graphics; meeting facilitation, problem management. Worked with all program domains collaboratively resolving problems inherent to innovation in a dynamic organization. Designed, implemented, and maintained a SharePoint knowledge portal supporting an infrastructure operations team managing 35+ logical partition (LPAR) non-production IBM midrange environments associated with insurance policy administration software development and subsequent policy conversion. IBM and Microsoft Office tools.

Senior Technical Writer (Contract). The TriZetto Group, Phoenix, AZ 2011

Created and updated system/user documentation for the health insurance industry in a high volume production environment. Supervised five offshore technical writers. Updated and produced full document library in FrameMaker, publishing to Adobe Acrobat Professional. With one other person, edited and processed over 6,500 pages including multiple document versions and conditional text settings, in fewer than eight days. Adobe Technical Suite.

Senior Information Architect / Designer / Developer (Contract). Systrends USA, Tempe, AZ

2009 – 2011

Developed WebHelp, presentation graphics, and training materials for web-based software used in the energy industry to automate the management of rate and tariff documents, preparing XML for online filing. Specified user interface changes streamlining the business process as the product matured. Information design and development, instructional and interface design, presentation graphics. HTML, CSS, SVN, Drupal, RoboHelp, Captivate, Camtasia.

WORK HISTORY ¬ Earlier projects

Senior Information Designer/Developer (Contract). Eldorado Computing, Inc., Phoenix, AZ

Designed/developed online help for web-based health insurance software. Over twenty complex interrelated software modules with 1,500+ discrete, context-specific UI pages. Information architecture, development, content management for merged contextual WebHelp; min 6,000-hour project. Became RoboHelp power user.

Information Developer (Contract). Rockwell Automation, Phoenix, AZ

Business process documentation and optimization, online content management, user assistance.

Information Architect / Designer (Contract). Thunderbird School of Global Management, Glendale, AZ

Designed and implemented intuitively navigable web content about using technology to enhance learning on the Thunderbird campus. Information architecture, design, and development.

Documentation Specialist (Contract). Ticketmaster, Scottsdale, AZ

Developed online information to support users of mission-critical software. Projects included documenting sales and inventory software, and documenting CRM/event management system integration with venue access management.

Technical Writer/Curriculum Editor (Contract). Native American Fatherhood & Families Association (NAFFA), Mesa, AZ

Wrote / edited curriculum / marketing materials for program used to strengthen Native families by enhancing the responsible involvement of fathers becoming actively involved in the lives of their children, families, and communities. Instructional design, presentation graphics for conference and trade shows; government grant proposals.

Senior Information Developer--WinJa Conversion, Allen Systems Group (formerly Viasoft), Phoenix, AZ

Researched and developed online library of information used to implement an internal process for redeploying mainframe software using a web-enabled front end (via WinJa). Developed conceptual and procedural information for both print and online knowledge base deliverables, style guide. WinJa, Seagull Scripting.

Senior Information Developer, Viasoft, Phoenix, AZ

Researched /wrote / illustrated /edited online and print user /reference guides, user assistance, and technical service manuals for mainframe and client/server software products. Researched/participated in development process to improve usability of both documentation and GUIs. Developed and published an award-winning online newsletter.

Technical Writer/Illustrator/Editor/Production Artist/Trainer, Trumpet Communication, Phoenix, AZ

Supported development of technical and marketing publications and presentations for a variety of clients on a consulting basis, adapting quickly to new environments, tools, and standards. Software development, engineering, education, high technology.

Representative clients and projects:

-- Designed product packaging /logos /stationery for small businesses

-- Specification / training /marketing materials for software development and successful direct marketing product distribution networks

-- Provided on-site technical support and training for users of PC and Macintosh systems and software

-- Honeywell IAC ¬ produced, edited, and illustrated hardware and software user and training manuals (PC and Mac)

-- Hensley & Company ¬ developed Sales Analysis System User's Guide, and handheld user/QRGs (FrameMaker)

-- Washington School District ¬ developed "Foundations for Success: 1993-1994 Annual Report" (Macintosh)

-- Microtest ¬ produced, edited, and illustrated hardware and LAN networking user guides and quick reference guides; produced foreign language-localized publications (Macintosh/PC)


Design & Merchandising, minor in Art History. Bachelor of Science from Drexel University, Philadelphia, PA. Active alum

Developing Policies, Procedures, and Documentation; Writing for Online Delivery. Information Mapping, Waltham, MA

Product Usability Survival; Techniques for Complex Apps (high and low fidelity GUI prototyping). User Interface Engineering, North Andover, MA

Group Facilitation Methods; Participatory Strategic Planning. Institute for Cultural Affairs, Phoenix, AZ


Society for Technical Communication, Phoenix, AZ. 1990 to present

Senior Member. Various offices and awards

User Experience Professionals Association, 1998 to present

Content manager for organization's website redesign.

Information Architecture Institute, 2015 to present

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