Technical Writer Training

Flexible, innovative, and decisive IT professional with over 15 years of extensive problem solving, project management and upgrade implementation success within legal, educational, technological, medical, and retail environments using both Waterfall and Agile principles. Recognized for ability to successfully provide cross-functional services to maintain/improve team collaboration and onboarding training which build strong relationships between the customer and the organization.

HIGHLIGHTS

Software trainer and subject matter expert for standard migrations and upgrades of standard and proprietary software programs.

Recommended, tested and implemented learning management system to document and track training progression.

Created training documentation for standard/proprietary software programs, electronic filing procedures, content management and document management systems, as well as payroll and timekeeping processes and.

Developed, documented and implemented a new process that increased client payment of third party invoices, resulting in a $75,000 increase in client payment.

Researched, recommended, reconfigured, and created multiple SharePoint sites to streamline the organization of information stored and improve client usage.

Risk Management Operations for Kohl’s Department Store

SKILLS

3bClean

AccuRoute

Adobe Captivate

Adobe Creative Cloud

Adobe Premiere Pro

Bomgar

Citrix

Client Connect

CM/ECF

eDOCS

Elite WebView

eTIME

FileSite

Intapp Time

InterAction

iPay Statements

Litera Change-Pro

Lotus Notes

Meeting Room Manager

Microsoft Office 2013

Mimecast

SharePoint

TechSmith SnagIt!

Time Builder

PROFESSIONAL EXPERIENCE

Kohl’s Department Stores – San Antonio, TX 3/2018 – 4/2018

Senior Agent – Risk Management Operations

Collected on customer accounts 1 to 90 days’ delinquent in a call center environment

Began in lower level of collections, working with accounts in various levels of the collections process

Negotiated payment options based on customer needs/requests

Primary Role: Senior Collections Agent

Reason for Leaving: Relocation to Colorado

American HomePatient – Brentwood, TN 3/2016 – 4/2017

Training Coordinator - Branch Optimization

Designed/developed eLearning materials with subject matter experts (SMEs).

Created audio scripts for online content, as well as created/confirmed/updated SME content.

Managed the review/edit process for publication to the company’s learning management system (LMS) in compliance with company-approved templates.

Updated existing e-learning modules to comply with new Medicare regulations.

Primary Role: Instructional Designer / Proposal Writer / Technical Writer

Reason for Leaving: Relocation to Texas

Bradley Arant Boult Cummings, LLP – Birmingham, AL 4/2013 – 10/2015

Technology Trainer

Transferred to Home Office in Birmingham, Alabama

Collaborated with functional teams (Training, IT, attorneys, Human Resources) to perform regression testing on upgrades/add-ons to standard and proprietary software.

Performed as lead editor of training documentation upgrade project (user guides, manuals, etc.) utilizing team members and multiple SMEs to ensure accurate and translatable instructions for end-users.

Created interactive online training modules regarding software updates and revisions.

Collaborated with designers of intranet and (un)secure extranet sites for internal/external clients.

Served as dedicated trainer for Tampa, Florida, satellite office to implement systems and perform analysis to create collaborative best practices.

Executed integration and functional testing to ensure usability of new and upgraded software, as well as add-on programs for existing software.

Primary Role: Trainer / Instructional Designer / Proposal Writer / Technical Writer

Reason for Leaving: Relocation (return) to Tennessee

Rezult Technology – Nashville, TN 7/2012 – 4/2013

Contract Technical Writer – Conservation Services Group (contractor for Tennessee Valley Authority)

Developed multiple User Guides related to online database for incentive programs targeting multiple end-user groups and the administrative group simultaneously.

Collaborated with subject matter experts (SMEs) to confirm User Guide content accuracy/validity.

Developed collaboration standards for SME group to improve editing among cross-functional teams.

Performed database functionality testing and drafted release notes to document functional changes.

Drafted regression testing plan for latest database version and tested software version for bugs and glitches [reported same to developers]

Verified statistical report data and online user testing.

Primary Role: Proposal Writer / Technical Writer / Instructional Designer

Reason for Leaving: End of Contract

Franke Foodservice Systems, Inc. – Smyrna, TN 2/2011 – 6/2012

eLearning Project Manager

Designed/developed global eLearning program implementing ecommerce and foreign language translations.

Collaborated with subject matter experts (SMEs) to create videos, online training modules and training quick reference guides for internal and external users.

Consulted with SMEs and stakeholders, developed narration scripts for modules and edited same using software packages in the Adobe Premier Pro Suite.

Developed standard operating procedures for creating, testing and documenting online training (eLearning).

Analyzed current learning management system (LMS) to determine ability to serve the company’s domestic and foreign interests.

Provided comparative analysis of potential replacement LMS programs/administered chosen platform.

Primary Role: Trainer / Instructional Designer / Proposal Writer / Technical Writer

Reason for Leaving: Position Outsized

Rezult Technology – Brentwood, TN 12/2010 – 2/2011; 3/2013

Contract Training Specialist – Specialty Care

Provided collaborative development of customized training materials for proprietary software systems and consultation services.

Primary Role: Trainer / Instructional Designer / Proposal Writer / Technical Writer

Reason for Leaving: End of Contract

Bass, Berry & Sims, PLC - Nashville, TN 4/2007 – 11/2010

Trainer

Designed and developed eLearning program still in use

Collaborated with team to design interface/select functionality of learning management system (LMS).

Consulted with subject matter experts (SMEs) to create online training modules for internal users.

Tested/edited content for uploading content to the LMS.

Performed administrative duties of the LMS.

Reviewed/analyzed out-of-the-box material to determine suitability for publishing content to the LMS.

Consulted with stakeholders and cross-functional teams to design/implement matter-centric folder structure templates.

Performed testing related to matter-centricity (FileSite) for accuracy and usability.

Presented principles and best practices for using matter-centric folders in FileSite.

Primary Role: Trainer / Instructional Designer / Proposal Writer / Technical Writer

Reason for Leaving: Position Eliminated

Riley Warnock & Jacobson, PLC - Nashville, TN 5/2005 - 4/2007

Legal Assistant

Served as lead assistant for firm billing management.

Consulted with stakeholders/rainmakers to develop best practices for managing e-billing clients’ specifications regarding third-party billing.

Collaborated with billing assistants to create documentation related to the conversion of the firm’s billing software.

Created onboarding, curriculum and training materials to promote continuous staff development.

Primary Role: Legal Assistant / Technical Writer / Trainer / Instructional Designer / Proposal Writer

Reason for Leaving: Career Shift

Hallmark College (f/k/a Hallmark Institute of Technology) – San Antonio, TX 9/2000 - 4/2005

Business Program Chair

Served as lead instructor for curriculum development team (de facto subject matter experts (SMEs)) for courses pertaining to all programs provided by the school.

Managed team of instructors to provide two (2) half-day classes per day on a four (4) week rotating basis, simultaneously tracking attendance and grades.

Managed change regarding term-specific scheduling variances (receiving two (2) top service awards).

Reviewed and recommended course materials in compliance with regulatory standards of the Texas Higher Education Coordinating Board (THECB).

Compiled curriculum and scheduled courses for multiple programs (Aeronautics, Electronics, Medical, and Networking).

Designed scheduling schematic to ensure student eligibility for financial aid.

Primary Role: Trainer / Instructional Designer / Proposal Writer / Technical Writer

Reason for Leaving: Relocation to Tennessee

EDUCATION

Harding University – Searcy, AR

May 1990 B.A. Office Systems

May 1992 Certification – Secondary Business Education (Arkansas)

CERTIFICATIONS & MEMBERSHIPS

oMOUS (Microsoft Office User Specialist)

oInstructional Design for e-Learning (ASTD)

oATD (fka ASTD)

ILTA (International Legal Technology Association.)

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