Alan Greenberg

* *********** **

Goshen, NY *****

Mobile – 845-***-****

e-mail: acxk6t@r.postjobfree.com

Website: www.Communication-lines.com

Process Documentation, Technical Writing, Training Initiatives, and Project Management

Skills: Business process improvement, Business process analysis, process flows, system analysis and design, user requirements, technical and functional specifications, end user guides, system admin manuals, client surveys, copyediting, software development methodologies (SDLC), courseware development and delivery, QA testing methodologies and processes, Disaster Recovery and Business Continuity documentation, RUP, XML, Project Management and planning (PMI Certified), .NET Framework, Agile development methodology

Software: Microsoft Office Suite (Word, Access, Excel, Visio, PowerPoint), RoboHelp, Captivate, Articulate, Acrobat, FS Pro, SharePoint, Illustrator, Photoshop, MS Project, FrontPage, Dreamweaver, SnagIt, XMLSpy, Authorware 4.0, Click2Learn, Coursebuilder, Viewlet Builder, FrameMaker, Quark Xpress, Latex, Business Objects, Camtasia,

Technologies/Standards: Object Orient Design, Information Mapping, ISO 9000, Addie Model, CRM, ITIL, ITSM, SEI/CMM, Sarbanes-Oxley, SAS 70, Human factors engineering, Request for Proposals, Lectora, SCORM.

Education: MBA, NYU – Stern School of Business

B.S. in Chemistry/Computer Science, Brooklyn College, New York

Detailed Experience

Note: All projects listed from 6/2002 to the present are consulting assignments that were performed as an employee of Communication Lines, LLC.

Houghton Mifflin Harcourt

2/2016 – Present

Technical Writer

Developed a comprehensive user guide for an in-house application that was upgraded and packaged for internal and external clients. The audience for this document was both technical (administrators) and non-technical audiences. This application is middleware for the combining and converting data from one format to another. Additionally, developed the UAT testing documentation that is used by the client to verify the application was installed successfully and correctly performs all the required functions.

Tools

Office, Acrobat

JP Morgan Chase

12/2014 – 3/2016

Sr. Instructional Designer

Developed accessibility training for the digital department. These courses defined the JPMC accessibility approach that was required for all online and mobile designers and developers in the development of websites. These used the WCAG, ADA and Section 508 standards. The courses were either web-based training courses (developed in HTML and Captivate) or ILT/vILT based courses.

Tools

Office, Acrobat, Captivate, SharePoint

Dell

7/2014 – 12/2014

Sr. Technical Writer/ Sr. Instructional Designer

For the Transition Services division, developed documentation on the new PMO/Project Management methodology (worked with the team to refine and improve this methodology) that was created (based on PMI and internal standards). Produced various user guides on the tools (built in SharePoint) that are part of the methodology. Was responsible for the creation of a monthly newsletter that went out the division (approximately 2000 individuals).

Tools

MS Office, Acrobat, Project, SharePoint

WellPoint (Anthem)

2/2014 – 7/2014

Sr. Technical Writer/ Sr. Instructional Designer, FS Pro

For the Learning and Development area, developing ILT guides, vILT guides, Quick Reference guides, process and procedure and assessment documentation for training courses related to healthcare. This includes working with SMEs to update existing material and the creation of new material. Most of the updates are due to the Affordable Care Act and the introduction of a new internal system for corporate wide use. Created context sensitive help files for the system using RoboHelp with links to the existing online tutorials (created in Captive, native HTML and Articulate).

Tools

Office, Acrobat, RoboHelp

Dell

8/2013 – 2/2014

Sr. Technical Writer/ Sr. Instructional Designer

For the Transition Services division, developed documentation on the new PMO/Project Management methodology (worked with the team to refine and improve this methodology) that was created (based on PMI and internal standards). This included user guides (SharePoint, MS Project (how to use an extensive and complex template)), documentation explaining what the new methodology was and how it was used). Additionally, developed the training for using this methodology for approximately 1000 individuals worldwide.

Tools

MS Office, Acrobat, Project, Captivate, SharePoint

Deloitte

2/2013 – 8/2013

Sr. Instructional Designer

Developed the training material for the State of Virginia for the Health Care Reform act. This included WBT using Captivate, online Help using RoboHelp and ILTs for instructor led training. The material consisted of instructor and student guides for ILT training (MS Word and PowerPoint) and a number of Job Aids.

Tools

Office, Captivate, RoboHelp

Argo Insurance

9/2012 – 2/2013

Sr. Instructional Designer

As an Instructional Designer, developed the training material for internal resources on a new enterprise-wide commercial lines insurance quoting and issuance system. The material consisted of instructor and student guides for ILT training (MS Word and PowerPoint) and a number of Job Aids. Captivate was used for the development of the WBT and for creation of “how to” scenarios as reference (help) material. Additionally, I was one of the instructors for the ILT training classes.

Tools

MS Office, Captivate

Microsoft /BNY Mellon

12/2011 – 9/2012

Sr. Technical Writer

As a Senior Technical writer developed all the required documents for the Lotus Notes to Exchange 2010 global conversion project. This included the Vision/Scope, Functional Specifications, Technical Specifications, Installation (Build) Guide and Conversion Guide. The products installed are Exchange (server and client), Lynx, RMS, System Center Configuration Manager, System Center Operations Manager, PKI, Forefront Identity Manager and the conversion tools (Coexistence for CMT (Binary Tree)).

Tools

MS Office,, SharePoint

Deloitte

7/2009 – 3/2012

Sr. Technical Writer

Developed complex Excel documents for the creation of education curriculum and included the development of numerous worksheets based upon other documentation Additionally, created templates that are used as the basis for the creation of course listing in SABA LMS. Created user documentation on how to use these companywide templates.

Tools: MS Office, SABA

BNP Paribas

9/2010 – 11/2011

Sr. Technical Writer

As a Senior Technical writer developed all technical documents for a security lending system for the bank that was developed using a OOD approach. This included run books, end user guides, technical specifications, quick reference guides, technical policy and procedures, API references and gap analysis documentation. I was responsible for the development of new documentation templates, Acrobat enterable forms, and the creation of an enhanced directory structure to store the documentation on the applications. The application used C#, Sybase, UNIX shell scripts and .NET. I was also responsible for the training of Help Desk personnel to provide 1st level support for the application (previously provided by the development team). The produced documentation ensured that a major upgrade to the application was completed on-time. This included reading and documenting existing SQL code and stored procedures. This was an agile development environment.

Tools

MS Office, Visio, Adobe Acrobat, SQL, SharePoint

Health Quest

2/2010 – 6/2010

Sr. Instructional Designer/ Technical Writer

Serving as senior designer performed the development, assessment and creation of training materials for a new medical system (eClinicalWorks) for the organization. This required working with various business units to understand and document their process and workflows. This included the development of Captivate tutorials and interactive demonstrations including knowledge checks. Additionally, I created procedure documentation, JobAids, and user guides for eClinicWorks and other applications. I was also responsible for the administration of the courses in the LMS (GeoLearning then Cornerstone (changed LMS in early April).

Tools

MS Office, Captivate, Visio, GeoLearning, Cornerstone

Dow Jones

9/2009 – 2/2010

Sr. Instructional Designer / Project Manager

Serving as senior designer and project manager, performed the development and assessment creation of training materials for a new HR Portal for the entire organization (all employees). This included the development of Captivate tutorials and interactive demonstrations including knowledge checks. I was responsible for managing the process from the content development and storyboard stages through final deployment of the course development. This included managing the Flash development team (off-shore) and the creation of Flash Action scripts and Flash content.

Tools

MS Office, Captivate, Flash

Symyx Technologies

2/2009 – 9/2009

Sr. Technical Writer/ Sr. Instructional Designer

Developed technical documentation and training course for script developers working with scientific information management methodologies for the electronic laboratory notebook (ELN) specifically chemist working in chemical research and development. The course offering enables research chemists to electronically record their research, as well as, analyze, and report experimental results faster, easier, and less expensively. Facilitated a pilot workshop for the course at Symyx’ client Millennium, a leading biopharmaceutical company based in Boston. This included reading and documenting existing SQL code and stored procedures.

Tools

MS Office, Visio, SQL

Pepco Holdings, Inc

8/2008 – 11/2009

Process Documenter, Sr. Technical Writer/ Sr. Instructional Designer

Developed procedure documentation for the Credit and Collections department. This documentation was developed to standardize the process and procedures used within the department. This is included the developed business process workflows in Visio and Acrobat enterable forms. It is also used as training material for new hires. Serving as senior designer, managed the development and assessment creation of training materials for SAP PM (Plant Maintenance) module implementation across the organization. Worked closely with change management and communication teams created online eLearning course offerings, as well as instructor-led course deliverables. Worked closely with LMS administrator and created self-registration process for employees.

Tools

MS Office, Visio, Articulate, Captivate, RoboHelp

RBS Sempra

5/2008 – 8/2008

Senior Technical Writer

Created user documentation (Word) and Online Help (RoboHelp) for approximately 350 customized Excel functions and VBA macros. These functions performed complex mathematical calculations that are used in Energy Trading transactions that required interviewing analysts to understand the calculations in order to document them. The functions where written in C# in a .Net environment. The developed online system greatly improved the understanding of the Excel functions that had a significant impact on the financial decisions of the analysts. This decreased the time analysts spend performing analysis (and decreased the associated costs). This included reading and documenting existing SQL code and stored procedures.

Tools

MS Office, Visio, RoboHelp, SQL, SharePoint

Bank of America

3/2008 – 5/2008

Sr. Instructional Designer, Process Documenter

Constructed training materials and process documentation for two simultaneous projects for the bank’s target audience of portfolio managers. Training focused on application procedures for users migrating from legacy systems, including global wealth management concepts, Mergers and Acquisitions, comprehensive risk analysis procedures, and fundamental client investor inquiry tasks. Developed materials using the bank’s L&D template library for Articulate and Captivate output and process documentation related to the training material (Visio and Word).

Tools

MS Office, Articulate, Captivate, SharePoint

Sloan Kettering Memorial Hospital

2/2008 – 3/2008

Sr. Instructional Designer, Process Documenter

Managed the development of online Flash help system with embedded Articulate and Captivate files to package a full one-stop reference and learning tool for employees at Sloan Kettering Memorial on time management tasks using PeopleSoft 8.0’s time and labor module. A strong foundation in online design, blended application of documentation and training packages offered in one venue was required. Time entry management procedures for both the employee and the manager user roles were developed and the online help and training materials were created for each type. This material was developed using an interviews with both technical and business users. Process flow diagrams were created to provide context for users of the application and to help define future business procedures.

Tools

PeopleSoft 8.0, Articulate, Captivate, RoboHelp

CUNA Mutual

9/2007 – 2/2008

Process Documenter, Senior Technical Writer

Designed and developed operational procedures for inclusion in an interactive Web-based decision tree to be used by the Call Center policy specialists. The procedures focused on managing service requests as a result of underwriting and new business transactions for credit union policyholders. Working closely with a team of writers and subject matter experts, complete procedures and process flows were developed to manage all service transactions for credit union administrative business. Also, developed an interactive Articulate eLearning module targeted toward understanding the new sales compensation plans using instructional design guidelines followed the CUNA Organizational Capability’s standards for adult learning. A number of Acrobat enterable forms where created to be used with the new process.

Tools

MS Office, Visio, Articulate, Captivate, Acrobat, SharePoint

Deutsche Bank

6/2007 – 9/2007

Process Documenter, Senior Technical Writer

Developed process flow diagrams for numerous Global Market applications using Visio and MS Word. This required performing analysis on the applications to understand the process flow, as well as working with the business and development staff. The process flow diagrams are used for business process analysis, management level documentation and for support staff. The applications where written in C# in a .Net environment.

Tools

MS Office, Visio

IBM

2/2007 – 6/2007

Senior Technical Writer

Developed technical guides for a Voice recognition application that was written in C++, C and Python. This application is the base application that is used for building other VR applications. This document included the installation and compilation process but also the theory and algorithms behind voice recognition systems. This document was written using Latex. This application was developed using an Object Oriented Design methodology.

Tools:

MS Office, Latex, Python

Bear Stearns

8/2006 – 2/2007

Senior Technical Writer

Developed application user and development technical guides for an account creation system that used SOAP. This application allowed broker/dealers to create new accounts by submitting an XML request to the Bear Stearns system. Additionally, I created a user training manual, process flow documentation and online help (using Adobe RoboHelp and Captivate for tutorials) for the related web application. This used the ITIL framework for their documentation. Produced Web portal documentation library of storage network guides for NAS implementation and configuration including a complete operational run book for the EMC client, Bear Stearns. Worked closely with the client storage management team and EMC field consultants to document NAS maintenance scripts and operational procedures. Business continuity and disaster recovery concepts and procedures were also developed and incorporated into an online format for the storage management team community. The applications where written in C# in a .Net environment. This included reading and documenting existing SQL code and stored procedures. This application was developed using an Object Oriented Design methodology.

Tools

MS Office, Adobe Captivate, RoboHelp, Acrobat, SQL, EMC Storage hardware, SharePoint

RiskSpan (Newbreak)

7/2006 – 8/2006

Senior Technical Writer

Developed application user guide for a component of a financial software package that was specifically used by (bond) traders to analyze transactions. This software used Intex transactions to generate the information and allows users to analyze investments by setting rep (loan)-line level prepayment, default, severity, recovery and delinquency assumptions, while also model capturing forward interest rate curves. Developed online help system using Adobe RoboHelp and Captivate for tutorials that could be executed from the help system. The applications where written in C# in a .Net environment. This included reading and documenting existing SQL code and stored procedures. This application was developed using an Object Oriented Design methodology.

Tools

MS Office, Adobe Captivate, RoboHelp, Acrobat, SQL

MetLife

5/2006 – 7/2006

Instructional Designer

Participated in team meetings for global compliance training projects including international database management with LMS and LCMS. Interfaced with a variety of top eLearning vendors such as SkillSoft, on a daily basis managing content, development, and budget for various online mandatory courses for MetLife. Also, managed the development and design of two courses on corporate treasury/cash management compliance requirements using storyboarding with Captivate and Camtasia, working closely with L&D’s design team using ADDIE. .

Tools

Office, Captivate, Camtasia

Atlantic Health Systems

4/2006 – 6/2006

Senior Technical Writer, Process Documenter

Developed business process flows for the entire IT area, as well as, specific application process flows for the three hospitals owned by AHS. These business process flows clearly outlined the application interaction and business relationships between the hospitals and the departments. Developed a developers guide for the core transaction processing system. This included process flow diagrams, detailed instruction on the use of API calls and database tables. The applications where written in C# in a .Net environment. This included reading and documenting existing SQL code and stored procedures.

Tools

MS Office, Visio, SQL

Franklin Credit

2/2006 – 4/2006

Process Documenter, Senior Technical Writer

Developed policy and procedure documentation and process flow diagrams for this mortgage company to meet internal requirements for both training and audit requirements. Working closely with senior management, policies and procedures across the organization and subsidiaries were reviewed, analyzed, and process-mapped. Procedures and cross references to other processes were determined. This required interviewing senior management, department heads and department personnel to understand the financial transactions for mortgages.

Tools

MS Office, Adobe Acrobat

UBS

9/2004 – 2/2006

Senior Technical Writer

Designed and developed API and concept document for an existing C# .Net GUI Framework that is used in equities processing applications. Created a guide for developers, a User guide for the end users, and an operations support manual for production support for a transaction processing application. These documents were develop using MS Word and Visio, and then converted to Adobe Acrobat. The applications were written in Java, C#, and C++. This was an agile development environment. This application was developed using an Object Oriented Design methodology.

Tools

MS Office, Adobe Acrobat,

.Net, C#, C++, SQL, SharePoint

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