JoAnn H. Chapel

Aurora CO *****

www.linkedin.com/in/joann-chapel

303-***-****

aczhl2@r.postjobfree.com

Qualifications

I develop a keen interest in discovering how a complex process or concept works, and then I explain it clearly in text and in image. I use standard processes, from identifying the issues and researching, to planning and writing, to editing and maintaining updates.

- Technical documentation for engineering projects

- Instructional design and development

- High proficiency in desktop writing applications

- Trainer, Professor, Mentor

- Persistent curiosity and strong analytical skills

Experience

Technical Writer and Training Specialist

Jeppesen, Englewood, Colorado, Aug 2004 – Sept 2016

Instructional writing. Developed the lesson plans, concept presentations, exercises, class activities, and assessments. Courses covered general aviation, aviation navigation source analysis, application of ARINC and Jeppesen specifications, population of Jeppesen databases, and new employee orientations. Modules were online, classroom based, or both.

Instructional design. Designed over 40 courses for Jeppesen production analysts.

Organized training modules in a flow conducive to effective adult learning.

Applied ADDIE process, with elements of SAM (Agile). Performed detailed needs analysis and task analysis. Applied adult learning principles to enable effective practical experience. Designed the curriculum and set learning objectives to meet company needs.

Based assessments on learner performance.

Specifications review. Recommended modifications to Jeppesen and ARINC 424 coding specifications. Worked with the corporate standards group regarding changes, clarifications, and updates. Wrote over 80 articles, using Confluence KMS mark-up language, to explain the specifications and to provide job aids for production analysts.

Teamwork. My team and I improved new hire competency from 2 years to 6 months. Utilized the current best practices in technical writing and instructional design. Discussed progress during each documentation project. Advised my peers in technical writing practices and in classroom management. Evaluated effectiveness of materials.

Corporate training. Trained over 400 Jeppesen production analysts in their work processes and tools to accurately enter data to be used in autopilots. Trained analysts in Denver, Germany, and Poland. Scheduled classes. Maintained students' training histories in the Learning Management System. Demonstrated strong public speaking skills.

Production. Performed live Jeppesen production work, coding navigation data along with my students. Applied source analysis, calculations, specifications, and database entry. Systematically investigated data and resources in order to establish facts and to organize discoveries for the benefit of my students.

Technical Writer

CoBank, Greenwood Village, Colorado, 2003 – 2004

Created metadata using Microsoft Access for 140 banking reports in loans, risk management, cash management, and credit quality.

Recommended standards to avoid duplication in sourcing.

Documented metadata and gaps using Oracle Designer.

Instructional Developer

Active Education, Golden, Colorado, 2003

Developed online training modules for a SmartForce (SkillSoft) forty-hour certification course titled “Building Cisco Multilayer Switched Networks.”

Technical Writer

AT&T Broadband, Englewood, Colorado, 2001 – 2002

Compiled documentation across Enterprise IT Operations. Verified existing policy and procedural documents, performed gap analysis on missing documents, indexed and published all documents.

Wrote technical manuals and user guides for the SALCA program, using source code, .sql and .ksh scripts, database layouts and tables, and the user interface. Performed usability testing.

Instructional Designer,

AT&T Broadband, Englewood, Colorado, 2001 – 2002

Developed and published facilitator and participant guides for training new agents in telephony, billing, collections, ICOMS, sales, and order management.

Technical Documentation Analyst

Qwest Communications, Inc., DNS, Denver, Colorado, 2000 – 2001

Wrote technical, business, and customer documents in Word and FrameMaker: design documents, configuration, business requirements, operations and maintenance manuals, and user guides.

Organized documentation, bringing it under release management and version control. Managed documentation projects using Microsoft Project. Set requirements for the repository tool.

Created ITIL-based process, procedural, and work instruction documents for our department.

The Foundation ITIL certification included the following IT management areas: problem mgt, incident mgt, release mgt, change mgt, capacity mgt, configuration mgt, contingency mgt, availability mgt, security mgt, risk mgt, cost mgt, and workforce mgt.

The ITIL documents I created helped our team acquire Microsoft Preferred ASP status.

Senior Technical Writer

Astracon, Englewood, Colorado, 2000

Designed documentation procedures. Wrote test case plans, white papers, specifications, user guides for Connection Manager, and reports on results of analysis of market viability business.

Adjunct Professor, English

DeVry University and Keller Graduate School of Management, Colorado, 2001 – 2006

Technical Writer

Lucent Technologies, Thornton, Colorado, 1999 – 2000

In cooperation with software developers, wrote installation and user guides for platform installation, applications, and the Definity One program. Helped write online help.

Education and Certifications

Spirit of Excellence Award, Jeppesen 2016

Instructional Design Certification, Bob Pike Group, 2015

Technical Writing Certification, New Horizons

Foundation Certificate in IT Service Management, ITIL

Master of Liberal Studies, University of Denver, Colorado

Bachelor of Arts Linguistics, University of Colorado at Boulder

Certificate in TESOL (Teaching English to Speakers of Other Languages), CU

Skills

Microsoft Word

Acrobat Pro

Oracle Designer

Microsoft Excel

Foxit

Front Page

Microsoft Visio

HTML

DreamWeaver

Microsoft PowerPoint

XML Blaster

XML

Camtasia Studio

Microsoft Project

RoboHelp

Snag It and other capture software

Microsoft Access

Photoshop

Confluence KMS markup language

Microsoft Illustrator

PaintShop Pro

Learning Management Systems

Frame Maker

Microsoft Visual Studio

Captivate

Some of the Technologies That I’ve Documented

SONET

Citrix

ITIL

VisualConnect

JavaScript, JavaDoc

ISO 9001

SQL queries

Visual Basic

CORBA

Impromptu Reports

ARINC 424

Visual SourceSafe

Go2Broadband

Crystal Reports

JIRA

TCP/IP Call Center procedures

Agent99

Confluence KMS

VoIP

Telephony billing systems (EMI)

Frame Relays

RNAV and RNP

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