Amy L. Blair

ac7v6q@r.postjobfree.com 469-***-**** www.linkedin.com/in/ablairtechwriter

Certified Technical Writer Specializing in Mortgage and IT Tech Writing Technical Writing Learning and Development Voice Overs echnical Writer with certification from Clemson University and more than a decade of exceptional experience in designing, documenting, and delivering a variety of written content, including software development, standard operating procedures, and technical/general training curriculum. Major strengths include ability to liaise with LOBs and SMEs to successfully translate client needs into effective written documentation that promotes proficiency by all levels of end-users. Certified in Designing Learning and Project Management for Learning Professionals. Able to analyze business processes and implement solutions to improve efficiency and profitability. Adept at learning and documenting new technologies and processes. Committed to driving performance. Areas of impact include:

IT end-user Documentation

Best Practices/Policy

Development

Proposal and Contract

Marketing Development

IT & Web Design/Content

Development

Instructional Design

Standard Operating

Procedures

Process Mapping

ISO Certification

Preparation/Implementation

Project Management

Software Usability Testing

Business Analysis

PROFESSIONAL EXPERIENCE

Service King, Richardson, TX Technical Writer (Contract) April, 2016 – April, 2018 Key Accomplishments:

Successfully documented full Facilitator Guides, Participant Guides, and supporting training materials for a new proprietary software application that is the primary tool used nationwide for scheduling and service handling of vehicles from intake to release, without the support or input of Developers/SMEs due to lack of availability. Timeframe for delivery to learn and document was less than 30 days.

Developed and implemented document and revision numbers along with comprehensive mapping for existing and newly created documentation for thorough tracking, including inter-document linking.

Implemented a properly functioning document library. Responsibilities:

Developed and created technical and general curriculum documentation for all levels of end-users in a variety of formats for various proprietary softwares and ADP products, such as the ADP Time and Payroll systems and the ADP Biometric Time Clock.

Utilized project management skills to assist with the pilot program to implement the ADP Biometric Time Clock. Visited shops to understand how the clock worked in reality for the client’s special needs and authored new, client-specific documentation associated with the clock. Assisted with the pilot deployment.

Ensured all documentation were up-to-date and relevant according to new software releases.

Developed SOPs with process maps for various levels of leadership to assist with accuracy and standardization of HR and Payroll procedures, and to implement standards for Change Management.

Implemented adult learning principles for greater usability and retention of knowledge.

Performed voice overs for Instructional Design videos. T

2

FCM, Richardson, TX Learning and Development

Specialist/Senior Technical Writer

January, 2016 – April, 2016

Short-term consulting contract with Service King

Key Accomplishments:

Developed multiple Facilitator and Participant guides for vastly different audiences within an extremely tight timeline.

Quickly created style guidelines to the client’s specifications and ensured they were adapted into the training materials by the other vendor to success.

Built a strong relationship of trust with the client to such a degree that I stepped into a new contract directly with them when the existing contract ended.

Responsibilities:

Oversaw the development of training materials for the implementation of ADP Time Management and Payroll systems.

Served as the learning liaison on behalf of Service King to ensure that all training documentation developed by ADP met the client’s precise specifications and goals, and that all milestones were met.

Ensured Service King’s branding and customization requirements were implemented into all materials.

Assisted with the national training roll-out, assuring training was timely and overall success was achieved on behalf of the client.

Assisted in regression testing as the product was customized for the client. Pacific Untion Financial, Farmers

Branch, TX

Technical Writer (Contract) September, 2015 – January 2016 Key Accomplishments:

Developed and implemented document and revision numbers along with comprehensive mapping for existing and newly-created documentation for thorough tracking, including inter-document linking.

Successfully revised all existing Policies and Procedures to incorporate New York servicing requirements upon the company's approval to board loans in that state. Quickly drafted all new P&Ps as were relevant to support the sensitive laws of the state.

Advised in best practices for setting up a new and properly functioning document library. Responsibilities:

Designed and developed Policies and Procedures for Default Services, Customer Service, Escrow, Cash Processing and Loan Administration.

Interviewed SMEs to hone precise procedures, removing non-essential information, and disseminated concise details required for operational use. Developed and created technical and general curriculum job aids for all levels of end- users in a variety of formats.

Worked directly with department management to determine documentation needs for ongoing curriculum development.

Edited and revised existing policies and procedures to improve efficiency and accuracy. Implemented adult learning principles for greater usability and retention of knowledge. JPMorgan Chase, Lewisville, TX Technical Writer (Contract) April, 2015 – August 2016 Key Accomplishments:

Ensured multiple User Tools were approved by the Change Advisory Board upon first submission in the Change and Version and Integrity control areas.

Assisted in the development of better quality products than were originally planned through thorough business analysis and project planning techniques.

Responsibilities:

Worked with internal clients to develop Business Requirements Documents for new products that served as the foundation for the Developer to design the product.

Assisted clients in making decisions about product design to ensure maximum benefit from Phase I delivery. 3

Created mock-ups of how new products would look post-production.

Designed and developed SOPs with Visio process mapping for Collections and Recovery Analytics (Card Services IT).

Work with Developers to gather details, requirements, and research/understand existing procedures.

Developed and produced job aids for various procedures carried out by Developers in support of continuity of business plans, absence, termination, and so forth.

Documented User Tools developed and owned by Collections and Recovery Analytics and ensured successful approval of multiple control processes by the Change Advisory Board. TMX Finance, Carrollton, TX Senior Technical Writer May, 2014 – February, 2015 Key Accomplishments:

Authored the Style Guidelines for corporate SOPs and job aids and created style templates for Instructional Design documentation.

Instituted foundational procedures for ISO9001 certification.

Developed and implemented document and revision numbers along with comprehensive mapping for existing and newly-created documentation for thorough tracking, including inter-document linking. Responsibilities:

Designed and developed SOPs with Visio process mapping for IT, Operations, Application Support Management, Infrastructure, and Data Warehousing.

Collaborated with the Instructional Design team to review curriculum and created the most effective job aid formats for end-users according to adult learning principles, including written job aids, PowerPoint presentations, video, Articulate presentations and more.

Interviewed SMEs to hone precise procedures, removing non-essential information, and disseminated concise details required for operational use. Developed and created technical and general curriculum job aids for all levels of end- users in a variety of formats.

Served as Quality Assurance Editor, proofing all work completed by Instructional Designers prior to submittal to Compliance and Legal and before final release for publishing.

Trained junior Technical Writers in best practices, style guidelines, and software applications.

Performed voice overs for Instructional Design videos. Quality Tubing, Houston, TX Technical Writer (Contract) March, 2014 – May, 2014 Responsibilities:

Developed process mapping for standard operating procedures to be utilized by employees in an industrial environment. Project required extensive use and understanding of Visio 2010.

Worked directly with training team to gather information, requirements, and research/understand existing procedures.

Edited existing documentation to improve quality, readability, usability, consistency, and effectiveness.

Assisted with development of documentation required to obtain ISO9001 certification. The BTS Team, Sugar Land, TX Technical Writer March, 2010– February, 2014 Key Accomplishments:

Wrote all procedure manuals, documenting a new operating system and facilitated training through the technical conversion.

Authored a Continuing Education course that is approved by the Real Estate Commissions in six states. Project required gathering information from one remote and one local SME. Documentation was produced in MS Publisher.

Developed and regularly facilitated the family of companies’ first initiatives to implement New Hire and On-the Job training for direct employees and 500 field representatives across eight states in the upper Midwest. 4

Recommended and oversaw the implementation of MS Access vs. the use of Excel which improved overall efficiency in the Accounting, Procurement, Closing, and Operations departments which eliminated crashing of spreadsheets used as databases, limited duplicate entries of data, and shared information between departments. Responsibilities:

Led all IT-related development projects, such as software application development. Processes included needs- analysis, documentation, resource development, regression testing, and deployment.

Served as the lead Project Manager for website development and design changes. Designed specs for new websites, sourced graphics and advised Senior Management team in selecting final graphics appropriate for long- term design needs and branding. Worked closely with IT and offshore developers to ensure all phases of development were carried out accurately and on-schedule. Performed regression testing for all website functionality and wrote appropriate test cases.

Wrote and regularly updated web-content for all sites in the BTS family of companies and collaborated with the CEO and COO to maintain a competitive corporate vision and branding.

Authored all training manuals and relevant materials for direct employees and field agents. Conducted ongoing training. The New Hire Training Program consisted of seven training manuals, by department, between 50 and 200 pages. Field training consisted of 5 manuals, by work program, up to 150 pages.

Published online training manuals for subcontractors to take self-paced training to understand the HUD appraisal and sales contract processes, and how to use the property management system.

Worked directly with SMEs and department management to determine training and documentation needs for ongoing curriculum development.

Partnered with the Executive Management team to write proposals for new business solicitations. Edited final proposals, contracts, and other documentation before release.

Developed marketing materials and print ads for business promotion across the family of companies. Planned brochure layouts for all companies. Worked closely with third party marketing company to design trade show booths. Designed business cards for the CEO.

Directed all Quality Control processes to ensure company performance was within the scope of our client contract. Worked closely with department and Senior Managers to analyze gaps in performance and made recommendations for improved efficiency.

Performed voice overs for Instructional Design videos. PORTFOLIO

Sample works are available upon request.

CERTIFICATION/EDUCATION/TRAINING

Certified Technical Writer, Clemson University, 2012 Designing Learning Certificate, American Society for Training and Development, 2013 Project Management for Learning Professionals, American Society for Training and Development, 2013 Social Media Management, Skillpath, 2013

Essentials of Adult Learning Certificate, American Society of Training and Development, 2012 Contract Writing: How to Lay the Foundation for Agreements that Work, Center for Advanced Management Programs, 2011

Adobe Photoshop CS5 - Introduction, University of Houston, 2013 Adobe Photoshop CS6 – Intermediate, University of Houston, 2013 Vocal Performance Major, Oklahoma Baptist University TECHNICAL PROFICIENCIES

Microsoft Office

Visio

Adobe: Acrobat X,

Photoshop CS6

SharePoint

XaitPorter Proposal Writing

Software

Page Plus X7

DocuTools

NitroPro

Snagit

FastStone Capture

Content Manager/Content

Central

aspx.net

Contact this candidate