AREAS OF EXPERTISE

COMMUNICATIONS AND TRAINING SPECIALIST

Technical

Writing/Communication

Subject Matter Expert Interaction

Project Management

Information Gathering

Complex Software Applications

eLearning Development

Best Practices

HTML Programming

User, Testing, Wiring Diagrams, Operations, API, and Financial Risk Documentation

Agile/Waterfall Methodologies

Field Documentation

Relational Database Concepts

Excellent communication skills with both clients and colleagues. Motivated and experienced senior technical communication expert with proficiency in managing the full lifecycle of internal and client-facing software documentation, classroom training, marketing communications, software updates, online help, CMS administrator, and website development in a dynamic, fast-paced environment. Specializing in the technology, financial services and engineering sectors.

I have the skills required to interview any subject matter expert efficiently, while conducting independent research, to enable my team to develop a robust and effective classroom or elearning training materials, online help, and web content.

Professional Experience

AccountantsWorld at Hauppauge, NY (11/2019 to 07/2020)

Director of Corporate Communications and Training

Key Responsibilities

Created training documentation for internal support teams and held weekly training sessions for compliance months.

Spearheaded, designed, developed an internal AI Chatbot for support teams to handle client calls more efficiently.

Taught teams how to use the AI Chatbot, modify, and teach the bot more information.

Spearheaded quarterly customer newsletter outlining current innovations, strategies for their growth, and government tax updates and compliance.

Developed elearning videos to support both clients and internal staff.

Developed video for the end of year compliance instructions for clients.

Was responsible for tracking developers’ projects.

Supervisory role of technical writer’s online help and elearning videos.

Paypro at Hauppauge, NY (12/2018 to Present)

Technical Communications and Training/Elearning Professional

Key Responsibilities

Execute strategic plan to support the implementation and continued support of clients and internal employees on the SaaS software which tracks the lifecycle of the clients’ employees (including hiring, payroll, human resources, benefits, taxes, to termination).

Starting training department to reduce the overall burden of support calls with the development of written documentation support and elearning videos to support both clients and internal staff.

Training internal employees so they are no longer working in their own respective areas and know the entire system and can provide better support to clients.

Alerting internal staff and clients whenever there is a new version of the software so both parties are aware of the changes before they go live.

CA TECHNOLOGIES, INC at Islandia, NY (1/2018 to 12/2018)

Senior Business Analyst for Global Operations

Key Responsibilities

Execute strategic communication plan for sales operations including website content on SharePoint, Office 365 and design management.

Support the development and updating of sales training materials for Global Operations.

Create, edit, maintain communications to various internal teams within the company using Poppulo.

Create and update process and system enhancement materials and communicate those changes to the appropriate audiences worldwide.

Track adoption of key initiatives and incentives within the sales teams globally.

Coordinate program communication and execution of special projects as needed.

SCHOOL of MEDICINE at MT. SINAI, New York, NY (12/2016 to 4/2017)

Elearning Developer

Increased productivity and efficiency by the development of 12 elearning programs which replaced the need for in house weekly training programs for the clinical research team’s software. This series was necessary for the users to create and track protocols required by the various governing boards.

IMAGINE SOFTWARE, INC, New York, NY (6/2015 to 1/2018)

Senior Documentation, Web, Creative Services

Fulfilled critical role in the development of software documentation, eLearning, online and creative content for this leading provider of real time trading and risk management software for the management of equity and fixed income instruments. Accomplishments:

Spearheading the design, development, and management of a monthly client-focused blog for the firm’s implementation and support organization (https://imaginesoftwareconsulting.com/).

Produced, edited, maintained all user (including API) documentation for the firm’s largest clients, including online help, using Madcap Flare.

Designed and developed technical eLearning modules for clients and new employees using Adobe Captivate.

Designed, developed, and administered content management for key clients using Atlassian Confluence.

TECHNICAL PROFICIENCIES

INK FREE MEDIA, Long Island, NY (2002 to 2015)

Owner

Key Client Engagements

North Shore LIJ Hospital. Authored and updated content for internal website of one of the largest integrated health systems in the United States.

Duxianna Mattress. Leveraged expertise in Adobe Acrobat and Javascript to build digital forms with supporting multiple languages and paper sizes. Javascript was used to interface with Cold Fusion database automatically populating warranties with client information.

Running Press. Created and illustrated an instructional guide, Beaded Bracelets: 25 Dazzling Handcrafted Projects, dedicated to the principles of bead stitching, responsible for all designs, beta testing, development of product samples, and content development; the guide is presently ranked within the Top 10 at Amazon.

New York Presbyterian Hospital / Estee Lauder / DuPont Merck. Coordinated and led in-class training sessions to employees of these leading organizations, designed to build competencies in Microsoft Office, from beginner to advanced levels.

Suffolk County Libraries. Developed and executed courses on the effective use of Etsy, PayPal, promotion, and the Internet for patrons of this library system.

Telephonics / Mill-Max. Authored and delivered Business Writing courses, for Department of Defense proposal writing, requirements documentation, and FAQs, for senior engineering personnel employed by these technical organizations; Telephonics provides communications systems for (DoD) aircraft, mass transit, and other traffic management systems, while MilMax produces machined interconnect components and specialty connectors.

JALAJAS & ASSOCIATES COMPUTING INC., Long Island, NY (1996 to 2001)

President

Key Client Engagements

Morgan Stanley Dean Witter. Served as the architect of a highly effective comprehensive help system detailing all facets of corporate policy and procedures relevant to employees.

AT&T. Created user guides for on the company’s LAN/WAN configuration with an online help library. Also created courseware and stand up training for employees on the full use and functionality of internally-developed proprietary software applications.

M&M Mars, Chase Bank, Symbol Technologies. Supported custom software applications through the development of technical and user documentation, courseware, and classroom training curricula; led the creation of an interactive computer-based training application.

Symbol Technologies. Provided senior level training materials and lead classroom training for their proprietary software.

Olympus Surgical & Endoscopy Group. Engaged in extensive collaboration and interviews with subject matter experts to gather information to build Testing Guidelines, FAQs, Wiring Diagrams, and instructions for field support teams leading the use, maintenance, and repair of endoscopy and surgical equipment.

Advanced Acoustics Concepts. Part of documentation team for US NAVY contract producing SCORM- compliant documentation.

IBM/Organizing Committees for the Olympic Games. Created marketing materials for a kiosk at the 98 Olympic Games demonstrating the critical need for IBM’s time-keeping technology.

Education

BS, Accounting, Concentration in Technical Communications (With Distinction) – CLARKSON UNIVERSITY

MFA in Writing (Magna Cum Laude) – LONG ISLAND UNIVERSITY

Dreamweaver

Photoshop Illustrator Acrobat Captivate

Microsoft Office

Sharepoint

Visio

Confluence

Madcap Flare

Captivate

Robohelp

Salesforce

Macromedia Director

MS Project

Website & Wordpress

Artificial Intelligence/IBM Watson

SOCIAL MEDIA

Twitter Facebook LinkedIn

Pinterest Instagram Yammer WordPress

Poppulo

SEO

Hubspot Google Analytics

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