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Administrative Assistant Customer Service

Marietta, Georgia, United States
October 24, 2016

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Lela P. Fasciano

Address Contact Information

**** ******** ***** 770-***-****

Kennesaw, GA 30144


Highly energetic, enthusiastic, team-oriented, detailed, and dedicated professional seeking a full-time permanent instructional design job creating training materials, web-based eLearning courses with simulations, and online help systems.


Instructional Designer with experience including:

Researching, creating, and maintaining user documentation by applying instructional design principles (analyze, design, develop, implement, and evaluate ‘ADDIE’)

Applying adult learning principles

Managing documentation projects

Developing training materials

Developing eLearning tutorials

Capturing and editing graphics

Collaborating with developers, Quality Assurance engineers, and Business Analysts

Editing peers’ work for adherence to standards and conventions

Assisting in web page creation and design with embedded user assistance

Authoring HTML Help systems

Participating in the development, maintenance, and adherence to NTDO standards and conventions for users’ guides, information sheets, and training facilitator aids

Facilitating internal and external training classes for proprietary software

Hands-on Technical Skills

Microsoft Office Suite for Windows and XP

AuthorIT V4

Techsmith Snag It 10 (capture and Studio)

Paint Shop Pro 7

Microsoft Visio

Adobe Captivate 6

Techsmith Camtasia Studio 4

Microsoft Frontpage

Adobe RoboHelp 10

Enlight Designer ver 9.0.8

Adobe Acrobat 8.0



Macromedia Dreamweaver 3.0

Articulate Storyline 1.0

Macromedia Flash 8

Mindflash Pro - LMS

Docutech Tools

Information Mapping

Professional Experience

NIIT Technologies – Atlanta, NJ, April 2014 to Present

Contract Instructional Designer for Assurant Solutions

Created PowerPoint presentations, facilitator guides, and eLearning tutorials for ancillary software programs called by a customized version of Microsoft Dynamics Customer Relationship Management (CRM) system. Also created and maintained an online help system. Additionally, administered and managed the Mindflash Pro Learning Management System (LMS).

Business Software, Inc. (BSI) – Norcross, GA February 2012 to April 2014

Documentation Specialist and Backup Trainer

Created user training materials and facilitated internal and external training classes for proprietary payroll software. Created eLearning videos that were uploaded to the company’s web site. Created and maintained online help documentation for software releases in an AGILE software development environment. Wrote customer-facing release notes and Purpose & Impact statements for intermediate software releases.

Hunter Technical Resources – Atlanta, GA Jan 2012 to February 2012

Contract Technical Writer for GoodCents, Inc.

Worked with developers and business analyst to write a small user’s guide with a data dictionary for the Power Pivot functionality in Excel.

Strategic Staffing Solutions – Boston, MA Aug 2011 to Jan 2012

Contract Technical Writer for WellPoint – Atlanta, GA

Converted Performance Management Solutions HTML pages into Microsoft Word and PDF documents using Information Mapping methodology. Wrote, revised, and edited Blue Cross/Blue Shield policies and procedures in MS Word using information mapping. Migrated Word and PDF documents and uploaded into a central Knowledge Library from several different repositories. Created and updated Excel project workbooks on a SharePoint site.

Temporary & Seasonal Jobs – Alpharetta, GA Mar 2008 to Aug 2011

Clients Include:

Ryla Teleservices – Kennesaw, GA May 2011 to Aug 2011

Certified Long Term Care insurance Consultant

Certified in long term care insurance as a consultant for Federal Employees for their Open Season enrollment period.

ZILMED, Inc. – Marietta, GA Nov 2010 to Jan 2011

Medical Administrative Assistant

Performed front office duties which included all aspects of patient care.

Mini Gadgets Aug 2010 to Nov 2010

Administrative Assistant

Performed general office duties including generating marketing leads.

Plant Partners Mar 2009 to Jul 2009

Seasonal job which included merchandising seasonal plant products.

Cox Communications, Inc. – Alpharetta, GA Aug 2000 to Mar 2008

Senior Technical Writer

Wrote and maintained a full suite of documentation for Cox Communications, Inc, (CCI) applications used by CCI employees. Writing methods included creating and maintaining all written and HTML Help documentation using the AuthorIT single-source document management system. Other job tasks included creating and implementing a documentation survey process improvement initiative, reporting monthly results in Six Sigma charts, and using survey results to initiate other process improvement plans. Created and maintained documentation standards and conventions for written documentation. Most recent responsibilities included managing the PeopleSoft documentation project upgrade to version 8.9.

The CCI suite of documentation included users’ guides, training manuals, quick references, job-aids, lesson plans, exercises, agendas, online help systems, and web-based training courses (WBTs) with Enlight simulations.

CCI applications mainly entailed customized third-party software application documentation projects, which included the Oracle Sales/Service Tracking and Reporting (STAR) commission system, PeopleSoft Time and Labor time capture and reporting system, PeopleSoft Human Resources Management System (HRMS) upgrade to 8.9, PeopleSoft e-Recruit upgrade to 8.9, PeopleSoft Payroll upgrade to 8.9, Oracle Discoverer upgrade from 4.1 to 10g including Discoverer for ICOMS 10g and Discoverer for Oracle Financials 10g, Hyperion Enterprise Data Warehouse system, Essbase Manager, and Cox University for CCI employees. Cox University ran on the PeopleSoft Learning Management System (LMS).

Documentation audiences ranged from Customer Service Representatives (CSRs) and Field Service Representatives (FSRs) to front-line managers, directors, and vice presidents.

Spherion – Alpharetta, GA Apr 2000 to Aug 2000

Contract Sr. Technical Writer for

Created and designed user assistance for web pages and created a web-based Help system for a proprietary virtual store of digital music downloads. Wrote marketing materials, as well as a user’s guide for record label affiliates to sell and list their music to The STORE for downloads. Also wrote an implementation guide and checklist for record label affiliates.

Network Associations

Society of Technical Communicators (STC) Member for 13 years

American Society for Training and Documentation (ASTD) Member for 4 years


Undergraduate studies with a focus in

English at University of Georgia Degree not obtained

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