Manager Training

D iane M Merrall

********@***.*** 330-***-****

P.O. Box 723, Silverthorne, CO 80498

LinkedIn Profile: www.linkedin.com/pub/diane-merrall/10/247/729/

Diane is a self-motivated leader with extensive skills in information technology and business. She has more than 5 years preparing

technical and user manuals, quick reference guides, online help, training materials, newsletters, and reports, with 12 years of

experience introducing and implementing technological changes in an IT role. Diane has in-depth experience using adult learning

theory to create training materials and provide software training and documentation for introductory-level users through power users.

She is a quick learner is recognized by manager and colleagues for professionalism, organization, communication skills, and

leadership.

DOCUMENTATION: Policies and procedures, systems documentation, documentation standards, style guides,

flow charts, knowledge bases, computer-based training modules, reference manuals, Internet

and Intranet web sites, training material, newsletters, reports, quick reference guides

DESKTOP OS: Windows 7/XP/98

DESKTOP SOFTWARE: Microsoft Office Suite 2010/2007/2003/XP, Visio, Publisher, Paint Shop Pro, Adobe Acrobat

PDF Writer, Adobe Creative Suite 5.5/4.0, InDesign CS5/CC, Photoshop CS5.0/4.0,

Dreamweaver CS5.5/4.0, Fireworks CS5.5/4.0, HTML, Macromedia Flash CS 5.0/4.0, SnagIt

DOCUMENT MANAGEMENT: Visual SourceSafe, FileNet DMS

LANGUAGES: HTML, JavaScript

LEARNING MANAGEMENT SYSTEMS: Springboard, Canvas

Work Experience:

Abstract Book Special ist 5 month seasonal contract 11/2013 to 04/2014

Keystone Symposia for Cellular and Molecular Biology

In the 2014 season, Keystone Symposia will coordinate 58 meetings on Cellular and Molecular Biology Research in locations

around the world. As an Abstract Book Specialist, was responsible for the lay-out and placement of meeting programs, donor

details, and abstracts into a book for each meeting. Each book ranged from 70 pages to 200 pages.

• Designed cover and introductory pages within the design scope. Modified font and object placement to fit allowed space.

• Developed pre-proof documents to allow various departments to edit material prior to placing information in the book .

• Created a draft version for each book using InDesign. Modified and applied InDesign master pages.

• Modified JavaScript to place and number abstracts.

• Produced a PDF version for final review.

I nstructor-Adjunct Faculty 08/2013 to 05/2014

Colorado Mountain College, Leadvil le, CO and Dillon, Co Campuses

Taught Introduction to Computer Applications (Microsoft Office 2010– Word, Excel, Power Point, Access) and Principles of

Marketing. Applied adult learning theories to lesson planning and content delivery.

Used Canvas Learning Management System (LMS) to upload and evaluate assignments, maintain gradebook and provide student

feedback. In addition, used Canvas to store and provide student access to relevant videos, power points, and other class material.

Delivered classroom-based content and created a variety of evaluation methods.

I nstructor – Ski School- seasonal part-time 12/2013 to 04/2014

Breckenridge Ski Area (Vail Resorts)

Taught levels 1 – 4 Adult Ski Schools. Applied adult learning theories to lesson development.

Technical Writer 01/2012 to 07/2013

CourtView Justice Solutions

CourtView III is an online court case management software product designed to be highly customizable by clients.

• Participated in the System Development Life Cycle by working with Business Analysts and clients, in the early stages of

development, working with the developers and QA during testing, and modifying documentation as the changes reached

release stages.

• Developed product knowledge through evaluation of business analyst documents, QA analysts notes, interviewing developers

and analysts, and testing the application.

D iane M Merrall

********@***.*** 330-***-****

• Wrote online Help documents using HTML and RoboHelp.

• Updated Administrator and User Guides for various software components using Microsoft Word, Adobe Acrobat, and

Framemaker. Developed TOC and Index for Microsoft Word documents. Integrated chapters into RoboHelp to link to related

online topics.

• Reviewed and edited release notes written by QA analysts. Reinforced current standards and wrote standards where none

existed.

I nstructor-Adjunct Faculty 01/2013 to 05/2013

University of Akron, Akron, OH

Taught Information Design. Applied adult learning theories to lesson planning and content delivery.

• Used Springboard Learning Management System (LMS) to upload and evaluate assignments, maintain gradebook and provide

student feedback. In addition, used Canvas to store and provide student access to relevant videos, power points, and other

class material.

• Delivered classroom-based content and created a variety of evaluation methods.

• Designed semester-long project to create a style guide for a real or imaginary company. This project was designed to enforce

textbook concepts.

Technical Writer 2-month contract 11/2011 to 12/2011

For Dedicated Technologies

While filling in for a writer on extended leave, wrote profiles for candidates to be submitted for current IT positions with various

Columbus and Cleveland positions.

• Used recruiter interview notes, candidates resume, assessment results, and assessor notes as informational resources to

create profile in Dedicated Technologies standard format. Highlighted candidates’ skills where they matched the position

requirements.

• Researched information provided to validate when questionable or incomplete information was provided.

• Used Microsoft Word templates to write profiles.

Web Editor for Continuing Medical Education 5-month contract 06/2011 to 11/2011

For The Creative Group on assignment at Cleveland Clinic Continuing Medical Education

Used Dreamweaver CS5, Photoshop CS5, Adobe Acrobat Pro, and SourceSafe to create and update online interactive continuing

medical education (CME) activities. All HTML files were edited on a test server, then copied over to the production server and

published using SourceSafe.

• Contributed to Search Engine Optimization (SEO) efforts. Updated the sitemap.xml page on a regular basis, reviewed and

updated Description and Keyword metatags to ensure that each page contained unique and significant page information for

more than 200 pages. Named new pages using keyword related to page content. Participated in regular postings to

Facebook to reinforce website pages. Facebook page had more than 1100 followers.

• Used Dreamweaver to create a folder of HTML web pages for each continuing education activity and created online interactive

quizzes to review CME information. Most activities contained an introductory page, a page that linked to a video, and a group

of interactive pages that quizzed the participant. When they selected the correct answer, the link to the next question was

displayed. Quiz pages used frames to provide feedback to the selected answer.

• Modified JavaScript to change or add functionality parameters.

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D iane M Merrall

********@***.*** 330-***-****

• Edited and resized images in Photoshop. Editing included cropping images, adding text, and working with layers.

• Contributed to website for upcoming medical conference. Modified maps to create more readable images. Edited and resized

images in Photoshop/.

• Used Excel spreadsheets to analyze and produce site visit reports from Google Analytics data.

• Post links to new continuing education opportunities and related information on social media (YouTube and Facebook) to

support CME webcasts. Created additional Facebook posts to announce CME training videos and created links to videos

posted to YouTube and the Cleveland Clinic Medical Education CME websites.

• Downloaded site reports from Google Analytics to Excel to evaluate year over year trends for various page categories.

Web Editor –Emai l M a rketing (part-time as a consultant) 06/2010 to 07/2013

For Kelly I T Services on assignment at Case Western Reserve University-Center for Women

Worked with staff at the Center for Women to create, edit, and send weekly email newsletter consisting of announcements and

events that impact women’s issues and supporters of the Center for Women.

• Used Dreamweaver and iContact to create, edit, and send weekly email newsletter.

• Developed the HTML template used for email newsletter.

• Created a special HTML template for a Holiday version. This included creating a special layout with a scrapbook look and feel.

Each image was modified to appear as a photo lay-out on a decorative page.

• Edited article submissions for spelling, grammar, and content to fit newsletter. Researched web for appropriate content when

minimal content was submitted by the staff at the Center for Women.

• Used Illustrator to create special event images. Also used Photoshop to resize, modify, and edit images for appropriate sizing

for newsletters. Editing included extracting portions of an image to incorporate in to a separate image, removing backgrounds,

and adding text.

• Sent email using Email Service Provider iContact. Copied code developed in Dreamweaver into the code creator in iContact

and added images through iContact’s WYSIWYG interface. Scheduled email delivery and simultaneously posted to Center for

Women Twitter and Facebook pages.

• Posted events with external links to Facebook to reinforce newsletter event announcements.

Technical Writer 1-year contract (11/2009 to 01/2011)

For Innosource on assignment at Goodyear Tire & Rubber

As Technical Writer, provided technical writing services and support for the Operations and Services Groups. For the Operations

Group, the primary function was to manage the migration of approximately 5,000 technical and procedural documents from the

Lotus Notes database to FileNet DMS. For the Services Group, the primary function was to provide training materials and

documentation in support the release of a significant upgrade for HP Service Manager.

• Developed internal communications in Word, Power Point, Publisher, and HTML.

• Delivered training content to client audience via classroom and remote access.

• Participated in the System Development Life Cycle by testing software and modifying documentation as the testing and client

demands changed the environment.

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D iane M Merrall

********@***.*** 330-***-****

• Consolidated various ITIL process documents to create ITIL Processes and Procedures manual. Extracted appropriate ITIL

standards and used to apply to the HP Service Manager User Manual to explain and justify certain software upgrades,

automations, and procedures.

• Created User Manual, Quick Reference Guide, training Power Point, and video for updated version of HP Service Manager.

Used Word 2003 to create User Manual and Quick Reference Guide.

• Used Power Point to create training presentation. Applied adult learning theory to develop the script for the training content.

The presentation used a combination of live examples and Power Point slides to demonstrate the software. Provided

classroom-based training and remote-access training. Created a training video using Camtasia.

• Managed document migration from Lotus Notes Database to FileNet DMS. Developed recommendations for naming, tracking

document links, and document versions for documents stored in FileNet. Provided training for FileNet users.

• Reviewed, edited, and processed documentation for Network Operations group within FileNet document management system.

As part of the migration, updated technical documents, applied new document template, and linked to common/shared

procedural documents to reuse information where possible.

• Designed the newsletter using MS Publisher. Interviewed subject matter experts to gather information and wrote

corresponding articles to fit space in newsletter. Edited article submissions to fit newsletter space as well as for grammar,

spelling, and punctuation. Adjusted image sizes, text boxes, overflow text to fit within the allowed page space.

• Created a special edition newsletter to introduce the Operations team. Created a questionnaire to collect information and used

the responses to write Executive Biographies for each member of the team. Used Photoshop to edit and resize images to fit

newsletter.

• Used HTML and WYSIWYG interface to update and edit the internal WIKI with updated information created by other technical

sources. Also posted all documentation created in support of the HP Service Manager upgrade.

• Used HTML to update intranet and create team pages within a Tridion environment.

Used Visio to create images with callouts, labels, and other symbols. Also used Visio to create and modify workflows and

flowcharts to be used within documents.

Help Desk 11/08 to 07/2009

For Kelly I T Services on assignment at Allstate Insurance

Provided phone support to clients migrating from company-owned pc’s and network to Agent-owned pc’s and networks. Accessed

customer computers remotely to ensure correct software and tools were installed. Completed software installation for all required

programs, and trained user for new procedures. Ensured antivirus software was installed on client pc’s.

• Performed network and printer troubleshooting. Tested printer connections on HP and AS400 print jobs.

Escalated problems that did not fit within a normal time. Entered escalated problems in the HP Service Manager.

Technical Writer 9/2008 to 12/2008

For Robert Half Technology on assignment at J M Smucker’s

Updated Lotus Notes training manual to support a systems update from Lotus Notes 6.5 to 8.0. Updates expanded the manual from

a 57-page version of Lotus Notes v 6.5 to a 170-page version of Lotus Notes v8.

• Used Word 2003 to update the training manual.

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D iane M Merrall

********@***.*** 330-***-****

• Created a new manual for web version of Lotus Notes and Quick Guides for each version.

• Created new images for all images in the old manual and verified or updated written procedures to match new system. Used

SnagIT to obtain screen shots and complex menu shots.

• Created image callouts, labels and other details in a separate Word document, then copied using a screen shot back into the

original document.

• Added content for all new functionality in the new version.

• Consulted with Systems Administrator and Software Trainer to determine company policies and procedures.

• Applied document and image formatting standards from previous version.

Technology Consultant 10/2004 – 12/2007

Thomson West

Provided technology and connectivity support for Westlaw customers in the category of Large Law Firms. Area covered Ohio and

Kentucky. Created custom web interfaces for clients to access Westlaw databases within their contracts. Web interfaces were

loaded to the client’s intranet.

• Created HTML pages using Dreamweaver MX. Edited JavaScript used for navigation and page layout. Edited existing CSS.

• Developed new HTML templates for clients with extensive lists of databases.

• Provided customer training and technical presentations for new product presentations in support of sales.

• Wrote training manuals for new software. Created Administrators manual for proprietary software. Interviewed client to

determine the functions that required documentation, then followed up with a walk-through for completed sections.

• Provided support for connectivity between law firm and Westlaw databases by supporting modem-based and IP printers, and

providing training.

• Teamed with Account Management to provide technology training for customers resulting in increased contractual

opportunities.

• Created training materials using Power Point presentations and live software examples.

• Provided client training via WebEx and classroom-based for both external and internal clients.

Regional Computer Technician 7/1998 – 4/2004

For the State of Colorado, Judicial Department

Provided technical support to County and District Courts and Probation departments. Responsible for over 140 users and 200

computers spread over 8 counties in the central mountain region of Colorado. Maintained all aspects of network and pc hardware,

including working with WAN providers, routers, CSU/DSU, cabling and computers.

• Created schedules for all software and hardware upgrade projects. Communicated schedules, expectations, and benefits of

each project to each county administrator, chief probation officer, and clerk of courts and worked with each to resolve conflicts

of schedules.

• Provided extra tech support for special court events and high-profile hearings.

• Worked with County administrators to address and implement state-mandated changes and upgrades.

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D iane M Merrall

********@***.*** 330-***-****

• Managed Internet installation upgrade project for 8 counties. Ran additional cable needed to support internet access. Set up

and configured IP printers and configured each pc to connect to the internet. Worked with network managers to install and

troubleshoot routers.

• Supported AS400 connectivity, user ID’s, and printer profiles.

• Coached and trained Judges, Administrators, Chief Probation Officers, Probation Officers and Clerks for changes as they

evolved.

Additional Work Experience:

I nstructor at Colorado Mountain College 04/1998-05/2000

Microsoft Office (Excel and Word) Instructor

Vail Resorts 09/1995-07/1998

AS/400 Help Desk

Production Manager/Photo Coordinator

Lead Sales Agent - Wrote instructional manual for new agents to serve as a training manual and user manual. Created

training manual for teaching a 40-hour class for reservations software. Resulting manual served as a classroom notebook for

agents as well as a reference manual after training.

M ichelin T i re 09/1988-07/1995

Co-op Advertising Manager

Identification Coordinator

Raw Materials (Chemicals) Buyer

Chemistry Teacher at Revere H igh School 11/1985-05/1988

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D iane M Merrall

********@***.*** 330-***-****

Education:

MBA, concentration in Innovation and Technology, 2008

University of Akron, Akron, OH

B.S. Biology Education, 1980

Wright State University, Dayton, OH

Related Volunteer Work:

CASA – Court Appointed Special Advocate 01/2005 – 01/2012

Advocate for children who have been abused and/or neglected. Work with parents, family, and Children’s Services to

determine actions for the best interest of the children. Wrote pre-hearing reports and recommendations related to the status

and progress of the situation to the courts.

Sand Court Condominium Association Board 02/2009 –

11/2012

Secretary of board. Worked with legal team to recover funds to address construction defects, attended court hearings,

depositions, and mediations. Prepared and wrote quarterly newsletters for the condo association, meeting agendas, and

meeting minutes.

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