Senior Instructional Designer

David Brick 650-***-****

Redwood City, CA ***********@*****.***

INSTRUCTIONAL DESIGNER

A strategic Instructional Designer who is well versed in multiple industries including software, manufacturing and health care. A quick learner on software systems for forward thinking enterprises. Highly successful optimizing existing business processes by leveraging technical solutions; possesses mature technical writing, organization and communication skills.

Key Skills & Offerings:

Effective facilitator of communication between both technical and non-technical staff with the ability to translate business requirements into approachable functional requirements for Developers.

Background includes customer-facing technical support environment at Tier II and Tier III levels.

Well versed organizing and structuring complex multifaceted information into easy to understand systems. Staff training Technical writing Rapid course development tools (Captivate, Storyline, Camtasia, SnagIt) Customer-facing Technical support Enterprise software training Augmented Reality CMSes Workflow analysis& improvement Software implementation & testing Policy development Performance support Business process re-engineering • Workflow analysis & improvement • Software implementation & testing

Lucile Packard Children’s Hospital Stanford – Palo Alto, CA 2016 – Now Senior eLearning Specialist

Create eLearning and other mediums for hospital staff pertaining to systems, health care, and compliance.

Administer and support the learning management system (HealthStream).

Partner with Subject Matter Experts to create job competencies.

Web site design and internal instructional design consulting

Tesla Motors – Fremont, CA 2015 – 2016

Instructional Designer

Developed web-based and video courses for the Service and Employee Health & Safety departments.

Developed interactive and engaging Adobe Captivate based quizzing for the Service department.

Partnered with Subject Matter Experts (SMEs) to identify course goals and learning objectives.

Used the ADDIE method to create outlines, storyboards, and scripts then created compelling courses based on adult learning theory and instructional design principles.

Bank of the West – San Francisco, CA 2015

Senior Instructional Designer

Short term contract position for Bank of the West through the staffing company RemX.

Developed software systems training materials (user manual, job aids, and presentations) for Bank of the West’s compliance program.

TiVo – San Jose, CA 2014

Senior Instructional Designer

Short term contract position for Bank of the West through the staffing company Pro Unlimited.

Created product roll out content for the ServiceNow CRM software.

Created an employee introduction presentation using PowerPoint.

PG&E – San Ramon, CA 2012 – 2014

Instructional Designer and Technical Writer

Long term contract position through the staffing company The Mosaic Company.

Created high consequence and complex instructor-led training to safely bring Gas Technicians into governmental compliance of standards and regulations. Topics included SCADA hardware and software components, valves, meters, controllers, and calibration equipment.

Created draft procedures which became official guidance documents.

Performed gap and task analyses that were used in the ADDIE model.

Created agile (rapid) instructional design deliverables.

Proactively identified new technologies and content to improve organizational performance.

Created task performance video with SMEs and videographers.

XTIME – Redwood City, CA 2006 – 2012

Training and Documentation Manager (1 year)

Enhanced and streamlined the company's user documentation and product demonstration processes. Worked with the Development team to create documentation for client products, including User Manuals, Administrator Guides, Configuration and Installation Manuals. Worked with Engineering to support, diagnose, triage, and prioritize product issues.

Created customer documentation — job aids, manuals, product videos, online help pages, and web based training — for the company’s entire line of software products. Used both technical writing (procedural how) as well as instructional design (why, when, and where) skills to create compelling instruction.

Developed course curriculum primarily by agile methods, to include audience and task analyses, targeted against performance and behavioral objectives, in consideration of internal constraints.

Coached, mentored and supervised a team of Content Developers and web-based product Trainers.

Translated all external documentation into French Canadian through internal and vendor resources.

Conceived of, designed, and helped deliver a new feature-rich ‘university’ type web infrastructure (using the Joomla based content management system), that served as the primary online tool for Operations

(Integrations, Account Management, Training, and Support).

Developed several interactive web-based courses using Captivate, to fit the needs and processes of over 3,000 industry leading auto dealerships throughout the United States. A proprietary LMS was used.

Created user documentation and messaging for Sales and Professional Services, upon special requests.

Oversaw end-to-end development of training courses – needs assessment, learning objectives, internal and external curriculum development, oversight and revision.

Established new hire training materials and reduced employee training costs 20% by introducing varied media solutions – documentation, video, slides and providing live training.

Saved approximately $60,000 in first year as Documentation and Training Manager through usage of multiple non-domestic training, translation, and tool resources.

Product Support Manager (6 months)

Standardized fragmented and loosely developed processes that yielded significant production improvements and helped position this start-up for sustainable growth; within 6 years the customer base rose 1000% and revenues increased by 200% annually.

Developed complex, in-depth communications for internal and external audiences. Converted technical information into simple to understand and adaptable language for clients.

Crafted product feature enhancement proposals for Engineering, on behalf of Operations.

Implemented software tools within Operations, such as a full featured web-based file server.

Production and Support Lead (1 year 9 months)

Held a customer facing position accountable for developing key communication vehicles and handling escalated customer service and product issues.

Created and maintained most of the company’s internal and external product documentation up through 2010, using Microsoft Word, and HTML related tools. Acted in both technical writing and instructional design capacities.

Served as subject matter expert, enterprise customer liaison, and lead on new product features.

Designed and implemented a new structural email system for the main Java based software product; collaborated with design firms and enterprise customers (Lexus, Hyundai, Mercedes-Benz, and Toyota) to code and brand the HTML product emails sent millions of times monthly.

Leveraged strong negotiation skills, identified critical and emerging needs, educated work groups on new processes and served as a catalyst for change through ownership and administration of the Support site.

Product Trainer (1 year)

Delivered structured and open format live web based training sessions regarding all product line features, for up to twenty concurrent students. Facilitated using the WebEx and Adobe Connect tools.

Created the training script and followed up with Account Managers regarding training efficacy.

Modified the company’s proprietary product to create a training calendar for use by Account Managers. Standing and ad-hoc sessions were scheduled. The tool included event related mail notifications and light reporting.

Delivered customer facing training sessions.

Implementation Technician / Account & Implementation Manager (1 year 6 months) Worked directly with customer IT professionals and third party integrators; responsible for setting up data flow between the company and remote customer data systems (dealership management systems).

Troubleshot connectivity and data content concerns; proactively monitored escalations through resolution.

Accountable for application installation and move-up activities, application testing, quality gate submission and approvals.

Managed the elicitation, definition and management of business requirements from stakeholders to ensure solutions successfully met those contextual needs.

Communicated timelines and ensured project activities and issues were tracked and addressed to avoid delays and kept project infrastructure deliveries on schedule. Prior Experience

SPIRITUAL BABIES, LLC – Redwood City, CA 2004 – 2006 Owner / Operator

Managed all aspects of a home based company that manufactured unique textile products for parents and children; accountable for Sales, Marketing, Support, training, and design work.

INTELLIMARK – Northern California 2003

IT Contractor

Contracted for network asset management for Bank of America’s Northern California operations.

GOOD TECHNOLOGY – Sunnyvale, CA 2000 – 2001

Customer Support Specialist

Designed and implemented most aspects of a startup’s new Customer Support department, including policies and procedures. Resolved hardware and software issues as Technical Lead for an end-user phone hotline. Created online and written Support documentation for a consumer electronic device. Served as principal support liaison to other departments. Received general Support calls and dispatched escalations from a technical support hotline. Programmed software executables for the Support department using mainframe languages. Created, managed and distributed monthly software patch documentation. Researched and created complex patch code tapes for Fortune 100 customers.

EDUCATION & TECHNICAL SKILLS

B.A., Business Administration – California State East Bay, option Human Resource Management INSTRUCTIONAL CERTIFICATES: Performance Support, Needs Assessment, Advanced eLearning, Augmented Reality TECHNOLOGICAL CERTIFICATIONS: Microsoft (MCSE, MCSA - Windows 2000), Cisco CCNA (2002), Network+, A+

Contact this candidate