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Training Help Desk

Arlington, Texas, United States
February 08, 2018

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Angela L. Smith

Instructional Designer

Phone: 817-***-**** Arlington, TX 76096-1416

Email: LinkedIn site:

Professional Experience

SuperiorHire, Dallas, TX April 2017 – September 2017

Instructional Designer (The Michaels Companies, Inc, Irving, TX)

The Michaels Companies, Inc., is North America’s largest arts and crafts specialty retailer, with more than 1,340 stores in the United States and Canada

Developed job aides and tutorials using Articulate Storyline 2 and 3 for a new Product Life Cycle Management system, Compliance and soft skills

Pinnacle Group, Dallas, TX November 2016 – March 2017

E-Learning Developer/Instructional Designer (Southwest Airlines, Co, Dallas, TX)

Southwest is one of the most honored airlines in the world, known for a triple bottom line approach that contributes to the carrier's performance and productivity, the importance of its People and the communities they serve, and an overall commitment to efficiency and the planet.

Designed and developed training assets and courses for the Southwest University Department

Helped create instructor and learner guides designed specifically for visually impaired personnel who require specialized applications (Freedom Scientific’s MAGic and JAWS).

Internal Data Resources, Inc., Dallas, TX November 2015 – August 2016

Captivate Specialist / Instructional Designer (Parkland Health and Hospital System, Dallas, TX)

Parkland is one of the nation’s largest public health systems--licensed for 862 patient rooms, averaging more than 1 million patient visits annually, and with over 12,000 employees and over 7,000 contractors.

Designed and delivered eLearning to ensure fulfillment of the Corporate Integrity Agreement mandates with the Office of Inspector General of the U.S. Department of Health and Human Services.

Completed entire ADDIE process for training initiatives for all staff levels

Loaded pre-designed PPT slides and audio into Adobe Captivate, to ensure functionality of quizzes and other eLearning activities

Created eLearning curricula using Articulate Storyline 2

Experis IT, Dallas, TX May 2014 – July 2015

Instructional Designer (Atmos Energy, Dallas, TX)

Atmos Energy is the largest gas-only utility company in the US, focused on natural gas delivery. Through its utility units, the holding company distributes natural gas to 3.2 million residential, commercial, and industrial customers in more than 1,600 communities.

Designed blended learning training material, utilizing the ADDIE model, for new hire on-boarding for corporate call centers

Developed e-courses, including demonstrations, simulations and assessments, using Adobe Captivate for corporate call center employees

Generated task analyses, lists and lesson plans based on observations, subject matter expert (SME) interviews and existing course reviews with a six-member instructional design team

Created facilitator guides / participant workbooks for course modules using established templates

Insight Global, Inc, Irving, TX December 2013 – February 2014

Instructional Designer (First Command Financial Services, Fort Worth, TX)

First Command develops and delivers personalized financial plans assisting American families to reduce debt and build wealth through investments, insurance and banking products and services.

Designed and developed SCORM/AICC compliant e-learning courses for Microsoft CRM application using Adobe Captivate 6.

Edited final presentations prior to LMS publication for field users.

TEK Systems, North Richland Hills, TX May 2013 – September 2013

Technical Writer (Nokia Solutions and Networks, Irving, TX)

Nokia is a Finnish telecommunications company, tapping into the power of connectivity by combining network infrastructure, software and services for smart devices.

Updated online Enterprise Resource Management handbook using FrameMaker8

Proofread and corrected existing training material for global distribution

The Judge Group, Dallas, TX December 2012 – April 2013

Technical Trainer (Xerox Business Services, Lewisville, TX)

Xerox is the world’s leading enterprise for business process and document management, offering global services to customer care centers and HR benefits management.

Designed and developed training programs using rapid instructional design authoring tools (Brainshark, Captivate, Camtasia), working with SMEs and functional organizations

Edited existing training programs, adding voice overs and writing scripts for global use

Facilitated technical instructor-led group, one-on-one and remote training for global sites

Evaluated course material applicability and return on investment, reducing on-boarding time 30%

Alcon Labs, Inc., Fort Worth, TX November 1996 – October 2011

Information Specialist

Alcon, the second largest division of Novartis, is the global leader in eye care. Alcon develops and manufactures innovative medicines and devices to serve the full life cycle of eye care needs.

Created online courses, training manuals, quick reference guides and job aids for commercial and proprietary software projects, reducing new hire on-boarding time, within budgets and deadlines

Performed training site administration, providing just-in-time training, reducing training time

Designed, administered and compiled IT Help Desk service surveys, resulting in reduced number of repeat calls and shortened Help Desk response times by 15-25%


Master of Science in Human Resources Training and Development May 2006

Amberton University, Garland, TX

Bachelor of Business Administration in System Analysis May 1990

University of Texas at Arlington, Arlington, TX

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