Lauren S. Carpenter

Instructional Designer, Voice Over artist

*** **** ******** ***** ***. 10.

O’Fallon, IL 62269

(Cell) 847-***-****

(Email) ac8j5s@r.postjobfree.com

QUALIFICATIONS Experienced technical writer/instructional designer with strong expertise in streamlining business goals, translating technical concepts for non-technical business partners, and helping business leaders attain on-time/in-budget results for change management initiatives and technology rollouts. Knowledgeable in defining project scope, collaborating with internal and external resources, and delivering training to business staff on a variety of applications.

EXPERIENCE

7/2018-Present The Telesto Group – SAP Hana Transportation Management System (TMS)for Government O’Fallon, IL

Instructional Designer, Trainer

Working on an SAP Hana implementation for the Transportation Management System module for a military client. Creating PowerPoint ILT content, Enable Now simulations and course materials for a preliminary go live in November. Working on the Order Management process area creating web-based training modules. Also developing content using cartooning tool, Vyond, Camtasia and Snag-It.

9/2017-7/2018 Abreon, S/4 Hana Implementation for Private Manufacturing, Reading, PA

Instructional Designer, Trainer

Working on an S/4 Hana and Fiori rollout for a mid-size manufacturing client. Creating PowerPoint ILT content and Enable Now Workforce Performance Builder BPPs for a go live in April. Working in the R2R/FICO process area creating the General Ledger and Asset Accounting courses. Also developing the Financial Close ILT and job aid and knowledge transfer materials.

From 9/2012 through 9/2017 Employed in various roles with CACI for the DOI and USDA

12/2016 – 9/2017 CACI International, WBSCM SAP Project – USDA Supply Chain Project

Technical Trainer – Release Management Training Development

Analysis and development of specific training documents as they relate to monthly releases for both maintenance and enhancements to the CRM, SRM and ECC environments.

Develop uPerform documents in support of the release schedule

Develop Job Aids in support of the release schedule

Supported the Solution Manager ChaRM roll-out to the internal team through training development and relevant job aids

10/2014 – 12/2016 CACI International, FBMS SAP Project – Department of the Interior – Business Integration Office

Technical Trainer – eLearning, Video Production

Developed SAP eLearning modules using Captivate 6 and uPerform 5.20 for revised training modules for enhancements in SAP.

Assisted with the uPerform 5.X implementation.

Provide ongoing support to team members with uPerform, Captivate and Camtasia.

Develop uPerform documents in support of the conversion to uPerform for several modules.

4/2013 – 10/2014 CACI International, FBMS SAP Project – Department of the Interior – Bureau of Reclamation (BOR)

Technical Trainer, Training Lead – Bureau Specific FBMS Training

Created a long term training strategy addressing the gaps in learning, providing a framework for a continued learning environment after the FBMS go-live in November 2013.

Developed a number of learning materials including instructor-led PowerPoint slides, exercises, work instructions, quick reference guides, and 6 elearning modules, using Captivate 6.0.

Also performed, recorded, edited and incorporated professional voice over into the elearning course in Captivate using Audacity 2.01.

Learned the Camtasia 8.0 video development tool and designed, developed and delivered Instructor Led content and exercises to train the Functional Leads and Trainers at both Reclamation and the DOI Business Integration Office (BIO) on how to develop 5 minute instructional videos in SAP.

Designed a standard Camtasia video template for Reclamation and the BIO to use when developing videos.

9/2012 – 4/2013 CACI International, FBMS SAP Project – Department of the Interior – Project Management Office

Technical Trainer – General Ledger and Funds Management

Developed and delivered SAP training to a diverse group of National Park Service employees new to the SAP environment.

Extensive travel to PMO locations as well as to training sites.

Continued to update and develop new materials for ongoing implementations using InfoPak.

1/2012 – 9/2012 Walgreens

Sr. Instructional Designer, Sales Training and Development

Analyze, design, and develop training materials with a focus on elearning.

Developed and implemented an iterative work process to streamline development involving the internal Walgreens clients, the Sales Training Managers, and the Director. Also managed the review process to ensure timely completion of the work.

Tested elearning tools and virtual environments for future development.

Interviewed and researched distance learning strategies and partners to reduce the overhead of classroom training.

Narrated and produced the audio for elearning materials published on the Learning Management System.

Tools used: Adobe Captivate 4 and 5.5, and 6.0, Photoshop Elements 10, Premier Elements 10, Fireworks, MS Office 2010, SnagIt and Articulate Storyline.

1/2011 – 1/2012 Capgemini

Sr. Consultant

Performed the role of the Training Lead for an SAP manufacturing implementation. With a team of 4 onshore developers and 4 offshore, we created Instructor Led Training materials including PowerPoint course concepts, and exercise data sheets. In addition we created work instructions and elearning courses using the latest version of uPerform, v.4.3. We accomplished this in an accelerated timeframe to comply with the aggressive deadline for end user training.

5/2005 – 12/31/11 RWD Technologies

Staff Training Consultant

Using the ADDIE model methodology, assist Fortune 500 companies to implement information systems and to improve human performance in the workplace. Working with InfoPak, PowerPoint, Word, Excel, the User Productivity Kit (UPK), Articulate, and RWD uPerform to create custom training materials for client ERP implementations. Developed customized training deliverables in the HR, FICO and SCM functional area of the SAP system. This included updating and creating Business Process Procedures, conceptual materials, detailed work instructions, instructor and participant guides, and detailed simulations.

Designed and developed a blended solution for a large food manufacturer within the Source-to-Pay SAP process area. Created Instructor Led and web-based training for the Accounts Payable team using Articulate and uPerform.

Designed and developed an Instructor Led and web-based training program for a Sales new hire, and a Health Advocacy new hire program for a large insurance company. Utilizing customized templates in MS Office, developed presentations, facilitator guides and participant workbooks for ILT portion, and using RWD’s rapid elearning tool, uPerform, created web-based elearning content.

Developed e-Learning materials for a large Oracle and PeopleSoft implementation. Collaborated with subject matter experts, to create storyboards for delivery to a global workforce. Some of the tools used for development: SnagIt, MS Paint, uPerform, InfoPak, Fusion Reviewer, Open Office and other client specific tools to create e-learning. Using a home-based audio studio, wrote, performed and produced the voice over for each implementation.

Developed customized training deliverables in the HR and Learning Management modules of PeopleSoft. This included updating and creating customized e-learning, business process procedures, detailed work instructions/topics utilizing the UPK to create detailed simulations and self-tests.

Partnered with subject matter experts to identify key processes and transactions to develop instructor-led training for the Procure to Pay processes and the Finance to manage processes within the MM and FI modules in SAP. Delivered BPPs, course outlines, course concept slides, task based work instructions, and simulations. Also delivered instructor-led training for SAP Basic Navigation, as well as the Procure to Pay, and Accounts Payable modules.

6/2004 – 5/2005 TekSystems - ALLSTATE INSURANCE, Northbrook, IL

Business Analyst/Support

3rd level support for nationwide rollout of a multi layered dispatching application aimed at increasing productivity for the auto inspection group. Specifically supporting non technical IBM ThinkPad users working remotely via a wireless network card. The application is a combination of a legacy mainframe system, a web application and a scheduling system communicating information into MS Outlook. Users frequently need training on synchronization steps. Support database maintenance for the scheduling system in Oracle. SQLPlus is used to run queries and updates as needed. Responsible for documenting solutions for the 1st and 2nd level support group. Also serving as the team Configuration Manager supporting the CMM methodology implementation within the Claims Technology Services Division of Allstate.

5/2001-4/2004 RR DONNELLEY, Chicago, IL

Business Analyst/Project Manager

RR Donnelley launched a Customer Experience Team designed to transform internal and external customer touch points. I was brought on to Project Manage these initiatives. Here are some of the projects I managed from the business side.

Led the development and implementation of the Marketing and Sales Portal, a market intelligence focused portal tool built on the MS SharePoint and Office 2003 platform. Completed contract negotiations with vendors to enhance the adoption of the portal. Launched this product and trained the Marketing Community leaders on the tool.

Led cross-functional team consisting of representatives from the Premedia design team, IT and the SVP of Corporate Communications to re-create and overhaul the external web site for RR Donnelley, RR Donnelley.com. This was Corporate Communications Showcase project for FY ’03. Accomplished goal in 2 months

Gathered requirements for the development and implementation of a Contact Management database utilizing SQL queries, Oracle back-end and Access front end providing up to date contact information on customers for management ownership.

Led development and implementation of RR Donnelley Desktop, RR Donnelley’s first on-line project status dashboard portal for customers of the $1.5B Catalog division in response to threats of contract termination by large clients. Launched this product and trained the Customer Care Managers and Representatives on the tool within a 4 month time frame. Product has certifiably protected 2 accounts from termination.

Led assessment team in evaluating the possibility of initiating Sales Force Automation. Developed a solid business case and determined business and technical requirements based on ROI comparison of several vendors.

Led collaborative effort to enhance Customer Loyalty. Partnered with Walker Information to gauge RR Donnelley’s customer loyalty scores then trained Customer Care and Sales leaders (SVPs and VPs in 7 business units) on Walker’s SmartLoyalty software which pinpoints opportunities for operational improvements. Training enabled senior executives in 7 divisions to protect 33% -to-50% of their customer base from loss, worth $1.4B-$2.6B in company revenue.

Desktop Support Technician

Troubleshot desktop hardware and software issues at Donnelley HQ. Used Powerquest DriveImage to store and restore laptop and desktop images. Partnered with staff to solve email and synchronizing challenges.

WINDOWS 2000 CONVERSION- Team member to convert 500+ machines from Win95 to Win 2000.

Worked with Microsoft to create a work-around to an installation glitch regarding WordPerfect’s seamless integration with Win 2000 for the legal department.

11/00-5/01 HEALTHCARE INFORMATION MANAGEMENT SYSTEMS SOCIETY, Chicago, IL

1st & 2nd Level Help Desk Technician & Training Coordinator

Overview Sole help-desk technician supporting the HQ staff (i.e., COO and CEO with their computing needs) for the largest healthcare information and management systems association in the world. Provided L1/L2 support to 14,000 members across 42 chapters and HIMSS 150 corporate members.

Trained and supported desktop users on Win 98/NT 4.0 servers, Lotus Notes and MS Office.

Researched system requirements for Win 2000 desktop rollout.

Created Crystal Reports from MS SQL database.

Created new Service Level Agreement (SLA) for Help Desk and Network Data Center.

Created Crystal Reports training class and a “brown bag” series to train on MS Office.

Provided on-site IT support for 20,000 attendees at the New Orleans annual convention.

1998-2000 XPEDIOR (formerly Metamor Technologies), Chicago, IL

2nd Level Desktop Technician & Help Desk Analyst

Overview Troubleshot operating system, email and application problems by phone, email and desk side for 400+ users.

Supported Win 95/98/NT/OS. Created and configured Outlook and Exchange accounts.

Supported end users with Outlook software related trouble tickets.

Performed hardware and software upgrades. Configured and repaired PCs and laptops.

Prepared weekly performance reports with McAfee Help Desk and Crystal Reports.

Demonstrated strong customer focus aiming to resolve calls instead of escalating them further.

Implemented procedures for knowledge sharing among the Desktop technicians group.

Installed SalesLogix workgroup and remote clients along with troubleshooting the back office synchronization component using SQL 6.5.

1990-1998 LEO BURNETT ADVERTISING, Chicago, IL

Desktop Technician/Technical Coordinator

Handled customer service and quality control for open help desk calls.

Upgraded 350 networked printers enabling them to be NetWare 4.11 ready.

Created Novell objects and groups to insure correct mapping to a network printer upon logon.

Liaison between company department-level technology leads and the technology department.

EDUCATION 1998 B.A., Applied Behavioral Science - National Louis University, Chicago, IL

American Society for Training and Development (ASTD) – Certificate – Workplace Learning and Performance Institute (WLPI) – November, 2006

Certifications A+ - CompTIA A+ PC Technician

CNA - Novell Certified Network Administrator

MCP - Microsoft Certified Professional- Windows 2000 Professional

References available on request.

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