PROFESSIONAL SUMMARY

Background encompasses many years of successful experience in technical writing, instructional design, training, and project management. Detailed oriented, quick-study, and self-starter.

Write technical documentation for all audience levels without losing technical accuracy

Comprehensive knowledge of authoring tools.

Well-organized and efficient with excellent follow-through procedures.

Outstanding communication skills both written and verbal.

Work well with people on all levels.

Thorough working knowledge of SDLC, DDLC, ADDIE, the Instructional Design Model and Bloom’s Taxonomy of Cognitive Objectives.

ACCOMPLISHMENTS

Documented software processes for batch processing for publication on company’s intranet site; and designed templates for process descriptions and technical documentation on utilization and how-to instructions for help desk, quality assurance, and release engineering personnel. End result was an increase in productivity of 45%.

Rewrote technical service manuals that positively affected the income of 800 independent HVAC service engineers producing a projected annual income increase of $250,000 per contractor/installer.

Wrote user, supervisor, and programmer guides for software applications (construction management, payroll, travel industry, supply chain) for major corporations resulting in upgrade in training and business processes saving the companies from $1.3 to $2.5 million.

Trained Instructional Designers to teach facilitating techniques to company’s internal training staff, AIA CES trainers, and sales personnel resulting in an 89% increase in facilitating skills.

Designed and developed ILT and WBT storyboards, modules and lessons for company’s new security system certified call center personnel in Georgia, Texas, and Tennessee. Worked with sales team, stakeholders, and SME’s to decrease the turnover rate by 46%.

Rewrote, developed, and implemented ILT training for company’s Freight System resulting in an increase in business policy knowledge of 60% for Level II and III personnel.

Designed, developed, and implemented company’s regional banking platform system technical library and training for the states of Georgia, Tennessee, and Florida. This training improved the marketing, resolution, and sales skills by 88%.

Wrote ILT, Job Aids, user, supervisor, and programmer guides for software applications (construction management, payroll, travel industry, supply chain) for major corporations resulting in upgrade in training and business processes saving the companies from $1.3 to $2.5 million.

PROJECT HISTORY

Deloitte

November 2016 – February 2017

Trainer

Learned and assisted with the Instructor Led training of State of Georgia employees on the new Georgia Gateway IES project.

Environment: Microsoft Office

State of Georgia – Department of Public Health – Atlanta, GA

March 2016 – November 2016

Technical Writer/Instructional Designer

Write technical documents and training material for WIC program IT division. Documentation includes Data Dictionary, Requirements Documents, Change Control Processes, and training objectives for updates and new initiatives for the Nutrition program and CSC banking contractors. Interact with SMEs and stakeholders to define application library, analyze job needs and develop objectives. Environment: Microsoft Office, Visio.

Mitsubishi Electronic – Suwanee, GA

September 2015 – November 2015

Instructional Designer

Wrote Facilitator Guides for Instructional Designers to help them perform T3s for their internal trainers. These trainers include, installers, troubleshooters, architects, CSR and HR personnel. Sole author of the design, development, and writing of these guides. Presented techniques, methods, and style of facilitating to entire training staff and sales personnel. Environment: Microsoft Office

LG Electronics – Alpharetta, GA

April 2015 – June 2015

Technical Writer

Rewrote service manuals that originated in Korea for company’s line of commercial air conditioning units. Corrected English, grammar, and restructured documents for consistency and ease of use. Worked with SMEs and training staff to produce service manuals and training material for service technicians and engineers. Environment: Adobe ID, Adobe Illustrator, Photoshop.

AT&T – Atlanta, GA

August 2012 – January 2015

Technical Writer/Instructional Designer

Worked with SMEs, trainers, programming staff, and marketing leads to design, develop, produce, and deliver Central Operations user documentation and training (ILT and WBT) for company’s Digital Life Security System product line. Train newly hired CSRs for UL certified and CSAA Certified Five Diamond Central Station call centers. Environment: MS Word, DocuTools 5.0, SharePoint, PowerPoint, SnagIt, Presenter

UPS Supply Chain Solutions – Atlanta, GA

February 2012 – May 2012

Technical Writer/Instructional Designer III

Worked with SMEs to develop and implement seven day ILT SCS Freight New Hire and four day ILT SCS Freight Universal New Hire training for call centers for Global Business Systems Training Development division. Convert ILT in-house and on-boarding courses into Captivate. Environment: MS Word, Presenter, Information Mapping, PowerPoint, Captivate, SharePoint

SunTrust University – Atlanta, GA

July 2010 – November 2011

Instructional Developer II

Worked with SMEs on the design, development, and implementation of the Channel-link Platform project. Designed and developed four modules of ILT course for 1.1, 1.2, and 1.3 releases of project for conversion training of STOLI teammates in Tennessee, Florida, and Georgia. Designed business process manuals for the technical teams in Tennessee, Georgia, and Florida. Environment: MS Word, PowerPoint, Presenter, SharePoint, SnagIt, Lectora.

SunTrust University – Atlanta, GA

October 2009 – January 2010

Technical Writer/Instructional Designer

Worked with SMEs on the analysis, design, development, and implementation of the successful roll-out of phase one of bank’s confirmation to federal Regulation B. Designed and wrote Job Aid used by over 600 bank Teammates. Successfully updated Consumer Lending I - The Basics ILT training for over 800 RMs in 12 states. Reformatted and corrected the Participant Workbooks and Leader’s Guides for the ILT Salesforce.com New Hire training. This led to the on-time delivery of the course and the successful implementation of same. Completed and delivered job analysis and task analysis of Licensed Banker – Fixed Asset Investment and Wealth Transfer ILT training. Presentation of both analyses adopted. Environment: MS Word, Lectora, PhotoShop, PowerPoint, Presenter, SharePoint, SnagIt.

AT&T – Atlanta, GA

August 2007 – August 2009

Instructional Designer/Course Developer

Utilizing ADDIE, perform job, needs, and task analysis for courses resulting in an easier to use, more task oriented ILT for call center personnel. Successfully designed courses based on all analyses and defined course objectives. Developed, wrote and delivered course content on target and within budget. Implemented courses and evaluated their effectiveness using Kirkpatrick’s learning evaluation theory resulting in the identification of points to strengthen in the next roll out. Course material included telecommunications and network operations. Successfully updated and revamped the ILT AT&T Business Writing Course utilized throughout the company and delivered to over 700 employees each year. Designed and wrote reference manual aimed specifically at U-verse IDs. Wrote and delivered ILT course for Tier2 new hire telecommunications personnel. Environment: MS Word, Lectora, PowerPoint, Visio, Captivate, Flash, DreamWeaver, SnagIt, PhotoShop, DocuTools, Information Mapping, Articulate

Scientific Atlanta, Inc. – Lawrenceville, GA

March 2007 – July 2007

Business Analyst/Technical Writer

Worked with venders to produce business analysis for new products. Designed, developed, and wrote Student Guide and ILT for Separable Security course and human resources course after performing needs and job analysis with stake-holders. Developed and wrote PowerPoint material for OCAP instructor-led course. Rewrote and reorganized entire Introduction to Video Compression course. Designed and wrote Administrative Operational Processes for New Instructors and Classroom Checks, both internal documents for use by company’s instructors. Environment: MS Word, Lectora, Articulate, PowerPoint, Visio

Mitsubishi Electric HVAC – Suwanee, GA

October 2006 – January 2007

Technical Writer

Rewrote and restructured student materials, instructor materials, and class agenda after implementing and evaluating original material for on-site training. Utilized ADDIE Model to develop and troubleshoot instructional and course content for adults. Designed, developed and wrote installation, service, and technical manuals for company’s residential and commercial HVAC product lines. Developed training plan for company’s HR personnel. Environment: FrameMaker, MS Word, PowerPoint, Lectora, PhotoShop, SnagIt, Acrobat

BCD Travel – Atlanta, GA

August 2006 – October 2006

Lead Technical Author

Designed, developed, and wrote Administrator, Site Administrator, and Traveler’s Guides for company’s corporate global travel portal. Wrote scripts for UTA (User Test Analysis) in conjunction with QA team. Taught and monitored UTA groups. Structured content with AuthorIT for future single sourcing of company’s documents. Environment: MS Word, Capture Wizard, AuthorIT, Adobe Photoshop, Adobe PDF, DotNetNuke

Wachovia Bank – Charlotte, NC

June 2006 – August 2006

Senior Technical Writer/Business Analyst

Interviewed department heads, analysts, and managers to identify content for training materials. Designed and taught classes for the Sarbanes-Oxley Act pending reviews to internal management of designated departments. Identified and defined strategies for meeting evaluation compliance based on financial department’s functions. Supervised three direct reports. Environment: MS Word, SnagIt, Articulate, MS PowerPoint.

Wachovia Bank – Charlotte, NC

September 2005 – March 2006

Lead Technical Writer/Trainer

Managed documentation project for company's Knowledge Base. Documented software processes for batch processing for publication into company’s intranet site. Designed templates for process descriptions and technical documentation on utilization and how-to instructions for help desk, quality assurance, and release engineering personnel. Researched techniques with SMEs for easiest and quickest way to provide accurate information for use with UNIX and XTerm scripts and commands. Worked with the SDLC group designing templates for use with new developments. Supervised and mentored five direct reports. Environment: Visio, SnagIt, MS Word, Lore, Hummingbird EXCEED, UNIX.

EDUCATION

Southern Polytechnic State University - Marietta, GA

Candidate, Master of Science Technical & Professional Communications

Bethune-Cookman University - Daytona Beach, FL

B.A., Major: Spanish, Minor: English and French

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