Technical Writer Training Specialist Instructional System Design

PROFILE

More than 15+ years’ experience as a technical writer, training specialist and instructional system design with strong knowledge in implementation of new application and software; learning and delivery

Strong presentation skills

AREAS of SKILL & TECHNICAL EXPERTISE

Research, evaluate and define business processes and procedures to develop learning objectives, training and create documentation; conduct quality measurement/needs analysis and evaluation.

Excellent communication skills – easily partners with and interacts with departmental staff and subject matter experts to determine specific application needs as they relate to methods and procedures.

Highly proficient with Microsoft Office Suites, CRM, Salesforce, IssueTrak, Adobe Captivate, SnagIt, XML editors, Billing systems (CSG, ICOMS), Workforce Management (WFM), Articulate/Storyline, RoboHelp.

EMPLOYMENT HISTORY

Bullhorn – Corporate May 2018 to October 2018

Technical Writer Salesforce – Consultant

Develop clear and concise client facing knowledgebase articles on Salesforce recruiting software platform, helping to develop a new acquisition environment for over 300 employees; effectively promoting self-service.

Collaborate between SME, leadership and project teams using Agile methodology, continuously meeting early delivery of documentation/quick reference guides.

Level 3 Communications, now CenturyLink, Lone Tree, CO April 2017 to April 2018

Lead Technical Writer / Business Systems Analyst

Design and create highly visible documentation, as many as 50 reference guides, specifically Adaptive Service and Resource Inventory for Operations Support Systems (OSS) Network Planning, Service fulfillment and Service Assurance, delivering uncompromising levels of quality documents.

Create step-by-step procedures and processes for new and existing infrastructure and network capacity, working with architects, design engineers, field engineers, and SMEs, achieving functional business best practices.

Promoted to business system analyst, collaborating with stakeholders, management and programmers to determined operational objectives by studying business functions; understand business needs, evaluate system requirements, effectively identifying and correcting gaps and inefficiencies.

BBG, Inc. – Denver, CO November 2016 to February 2017

Lead Technical Writer - Consultant

Lead technical writer for a national commercial real-estate valuation and assessment company - identify the needs of the end user for technical documentation, producing approved reference document and training manual for multifamily commercial property assessment, increasing appraisal on-time delivery.

Develop supporting documents; job aids, training advisories; communicating complex and technical information easily and effectively.

Time Warner Cable – Corporate September 2015 to July 2016

Training Analyst / Trainer – Consultant

Plan and execute training solutions in support of new alarm center application for alarm processing (IntelligentHome), enhancing workforce capability and skills aligned with business goals.

Author and organize training procedural manuals, supporting documentation for training programs in accordance with instructional design requirements, minimizing errors and down time.

Conduct needs analysis, communicating ideas and information, ensuring conformity with mission training objectives.

Delivered 4-week new hire training class of 25 alarm agents on Matrix Monitoring System, reducing new hire employee turnover by 23%, increasing SLA to 91%.

Cox Communications – Corporate January 2015 to June 2015

Training Specialist - Consultant

Deliver company-wide training on sales software; Telecom Operations and Management Solution (ATLAS); Operations Support Systems (OSS) to sales support, order management and construction and design engineering personnel, enhancing end user skills and confidence in successfully integrating to a new system.

Review and modify lesson plans to conform to new application software procedures, test training database, conduct training rehearsals in preparation for training implementation and validate and verify materials prior to training; achieving consistent outcomes for end users.

Time Warner Cable • Corporate March 2012 to December 2014

Training Project Manager - Consultant

Manage multiple training projects align projects to business goals, identifying key stakeholders, managing deliverables, and communicate project status and milestones for WiFi, alarm monitoring and telecom wireless products, successfully implementing all projects within project timelines.

Interact with project managers to verify accuracy of training materials and assist in the rollout of new products and application software.

Assess training needs, evaluate and make recommendations on training design and methodology, improving efficiency and consistency in customer service.

Manage process performance help desk team to analyze defect trending for improved performance and proactive identification of defects, improving customer service.

Kaiser Permanente • Denver, CO November 2010 to March 2012

Technical Writer – Consultant

Develop training documentation for new application software; Health Plan Customer Handling and Tracking system (CHATS) for client benefits and eligibility, billing and claims, increasing employee efficiency and productivity.

Provide train-the-trainer to all trainers, ensure trainers with access to all resources necessary to provide exceptional training to new and existing customer service representatives.

Time Warner Cable • Denver, CO June 2009 to November 2010

Training Coordinator/ Technical Writer - Consultant

Design and develop training documentation for existing cable warehouse personnel for equipment Inventory, improving and increasing diagnostics on equipment.

Develop, manage and deliver training to sales representatives; introducing 3G/4G Mobile Network product and device knowledge, billing system (CSG; ACSR, Convergys; ICOMS), Agent Advanced Desktop application and Salesforce for Wireless order entry, increasing customer care support.

Kaiser Permanente • Denver, CO March 2009 to June 2009

Training Instructor – Consultant

Deliver 4-week new hire training classes of 25 participants each with a total of 325 account administrative representatives on CRM common membership integrated workflow, decreasing employee turnover rate.

Develop training materials for new hire classes; application software solutions; MACESS, Common Membership mainframe, Avaya and KANA, creating greater customer care service achievement.

Affiliated Computer Services (ACS) • Nation-wide October 2008 to January 2009

Business Analyst / Trainer - Consultant

Lead cross-functional teams on the delivery and support of government and public-sector software, Lagan 311 (CRM/ECM) KANA software, a high-performance solution, meeting customer satisfaction of 311 call centers.

Configured pre-defined workflows, electronic forms, and scripts ensuring effective routing and consistent call taking operations.

Time Warner Cable • Nation-wide January 2006 – July 2008

Technical Writer / Trainer - Consultant

Analyze and defined business processes and procedures, design and develop training documentation and job aids company-wide on Conceptwave’s Order Care and Order Management (OM) solution (OSS/BSS), successfully capturing and provisioning digital phone service, ensuring consistent end-to-end business fulfilment processes.

Oversee, manage and deliver training to over 1,000 provisioning and acceptance personnel, technical support, and dispatch on OM, Conceptwave’s provisioning platform, increasing efficiency in handling exceptions and notifications.

In preparation for training, performed XML injection testing (editing) to set up training database, debug complex XML errors and validate data, ensuring successful end user training and fallout examples.

EDUCATION

Community College of Aurora; Aurora, Colorado - Continuing

Working towards Instructional System Design, Technical Writing and eLearning Certification.

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