SUMMARY

• IT system functional and technical document creation and maintenance of new, existing, transition, and configuration system infrastructure (planning, implementation, administration, process flow charts, diagrams, data center configurations, data center set - up) documentation of technical documentation
• Experienced in software development processes, along with experience in creating flowcharts, technical requirements and specifications, quality assurance standards, document template design, content development and editing
• Extensive experience interacting with end users and subject matter experts, including developers, system and network administrators, engineers, marketing, quality, support, operations, vendors, and customers
• 9 years of PeopleSoft experience providing assistance and knowledge to all levels of the User Community including Asset Management, CRM, eCampus, Finance, HRM/ESS/MSS, Service Automation, T&L, and SCM
• 8 years of Oracle experience providing assistance and knowledge to all levels of the User Community (Forms and eSuite) including Oracle eBusiness, Oracle CRM, HRMS, Manufacturing/Warehouse Management, Inventory, Supply Chain, OM, Procurement, eAM, and OBIEE
• 4 years of Siebel experience providing assistance and knowledge to all levels of the User Community including Contact Center & Services, Quote & Order Capture, Self-Service & Billing, Field Services, Territory Management
• 6 years of SAP experience providing assistance and knowledge to all levels of the User Community including FICO, HRM, FSCM, MM, PM, PP, QM, and SD
• 5 years of Salesforce CRM experience providing assistance and knowledge to all levels of the User Community including Commerce, Sales and Service
• Experienced user and provided training on a variety of instructional design and eLearning tools, such as UPK/OnDemand, Datango, Dreamweaver, uPerform, InfoPak, Captivate and Tutor
• Developed 9500+ interactive software topic demos, eLearning, program demos, test scripts, training guides, job aids, and instructor manuals using UPK/OnDemand, uPerform, Workforce Builder/Enable Now, Storyline, & Captivate
• 8 years of HP Quality Center (HPQC) and HP ALM (HPALM) experience providing assistance and knowledge to all levels of the User Community including installation, testing, test scripts, training documentation and ILT training
• Proficient in software development life cycle including test strategy preparation, test plan development, test creation, test execution and bug tracking
• Utilize ADDIE or SAM methodology in the development of training

PROFESSIONAL EXPERIENCE

Confidential, CA

Sr. Technical Writer/Instructional Design/Trainer

Responsibilities:

• Design and develop training materials for BI Publisher for PeopleSoft PeopleTools and PeopleSoft Fluid User Interface (Rel 8.55) for University wide training
• Created PeopleTools Delta Rel 8.55 from 8.53 (including Related Action/Content) training materials and release notes
• Conducted end user training to 75 University personnel

Confidential, CA

Training Lead

Responsibilities:

• Design, develop and review training materials for Student Records and Enrollment, Student Financials, Financial Aid, Academic Advising, Portal, and MIS
• Manage UPK project effort, for college wide rollout; including development of work instructions, through Recording, Editing and QA process, along with leader instructions
• Lead team of 4 on-shore and 3 off-shore instructional designers dat created 17 individual course PowerPoint ILT documents, 768 UPK simulations, job aids, training manuals, and exercise guides for classroom and eLearning learning
• Created, executed and maintained, training needs analysis, training strategy, training plans and training schedule Responsible for overseeing end to end procedural documents, work instructions and Process Interface manuals
• Lead team of five trainers dat trained 648 classes to over 3000 end users across nine colleges and the district office
• Responsible for applying the change management process, and leading communication planning and change readiness activities
• Adhere to project plans and time frames for all change management milestones
• Measure effectiveness of change management activities including communication
• Responsible for overseeing end-to-end procedural documents, work instructions and Process Interface manuals

Confidential

Testing Lead

Responsibilities:

• Planning, deploying, and managing the testing effort for a three phase release for PS Campus Solutions
• Assisted in defining the scope of testing for both System Integration Testing (SIT) and User Acceptance Testing (UAT)
• Initiated the test planning activities for test case design and encouraged the team to hold review meetings, ensure the review comments are incorporated
• Created the test schedule (tasks, dependencies and assigned team members) for execution and tan monitor, measure, control and report on the test progress and the test results
• Identified the tools for test reporting and test management, and educated the team as required to be able to use those tools
• Guided and monitored the analysis, design, implementation and execution of the test cases and test procedures
• During the testing cycle monitored the test progress by constantly assessing the work assignment of the resources and re-balance
• Planned, organized and lead the testing kick-off meetings for all phases and releases of testing
• Co-Lead daily testing Triage meetings

Confidential, CA

Training Lead

Responsibilities:

• Design, develop and review training materials and storyboards
• Managed Storyline and UPK project effort, for global reimplementation of Oracle r12.1 and Salesforce; including development of work instructions, through Recording, Editing and QA process, along with leader instructions
• Lead team of 7 on-shore and 11 off-shore instructional designers dat created PowerPoint ILT documents; Storyline eLearns, UPK simulations, job aids, and training manuals for classroom and eLearning
• Assisted People Change & Integration Manager in developing a planned approach to current changes in the organization
• Created, executed and maintained training communications, training needs analysis, training strategy, plans and schedules
• Identified improvement options and document business case for review by management
• Developed training strategy and training plan in support of Oracle implementation projects
• Performed training needs analysis/assessment and job task analysis
• Responsible for quality editing and final review of created materials
• Work with Technical Analyst to define and document Mobile/Handheld Devices for Global Inventory Distribution Centers
• Adhere to project plans and time frames for all change management milestones
• Measure effectiveness of change management activities including communication
• Assisted in the developed, review and quality of Training materials, Simulations, Quick Reference Guides, and Exercise Guides
• Conducted training sessions for Train-the-Trainer (TTT) and ILT End User training

Confidential, CA

Training Manager/Functional Analyst

Responsibilities:

• Designed, developed and reviewed training materials and storyboards
• Managed UPK project effort, for District wide upgrade from 8.9 (HCM) and 8.4 (FSCM) to 9.2; including development of work instructions, through Recording, Editing and QA process, along with leader instructions
• Work with Technical Analyst to define and document FSCM modules including Cost Management, ePro, Grants, Projects, POs, Order Management and Inventory
• Lead team of 5 off-shore developers dat created PowerPoint ILT documents; UPK simulations, job aids, and training manuals for classroom and eLearning
• Created, executed and maintained training communications, training needs analysis, training strategy, training plans and training schedule
• Responsible for quality editing and final review of created materials
• With District OCM Lead assisted in developing change management strategies, impact assessments and devise appropriate plans
• Worked with project design consultants to understand and plan for change
• Undertook impact assessments and develop transition plans
• Planned, wrote and delivered all communication for implementation to District OCM Manager
• Adhered to project plans and time frames for all change management milestones
• Measured effectiveness of change management activities including communication
• Assisted in the developed, review and quality assurance of all Training materials, Simulations, Quick Reference Guides, and Exercise Guides
• Conducted over 100 Train-the-Trainer and ILT training sessions

Confidential

Communications Lead/PeopleSoft Senior UPK Training Lead

Responsibilities:

• Design, develop and review training materials and storyboards
• Managed Captivate project effort, for college wide rollout; including development of work instructions, through Recording, Editing and QA process, along with leader instructions
• Created, executed and maintained communication, training needs analysis, training strategy, training plans and training schedule Responsible for overseeing end to end procedural documents, work instructions and Process Interface manuals
• Responsible for applying the change management process, and leading communication planning and change readiness activities
• Created and distributed system implementation Communications including: postcard mailings, newsletter/newspaper announcements, email notifications, web/intranet announcements, and implementation FAQ page
• Develop change management strategies, conduct stakeholder and impact assessments and devise appropriate plans
• Work with project design consultants to understand and plan for change
• Undertake impact assessments and develop transition plans
• Conduct employee focus groups and workshops
• Plan, write and deliver all communication in consultation with stakeholders
• Adhere to project plans and time frames for all change management milestones
• Measure effectiveness of change management activities including communication
• Developed Training materials, Simulations, Quick Reference Guides, and Exercise Guides
• Responsible for overseeing end-to-end procedural documents, work instructions and Process Interface manuals
• Created end user documentation for the Help Desk and Security Policies
• Conducted over 300 ILT and WebEx training sessions

Confidential, NY

Siebel Call Center Training Lead/Software Tester/UPK Administrator/Communications Lead

Responsibilities:

• Managed UPK project effort for federally mandated Health Exchange Call Center; including development of work instructions and eLearning, through Recording, Editing and QA process, along with leader instructions
• Developed and managed training plan for the entire training process as well as drafting new or revising current policies
• Assessed and determined project goals, project deliverables and created accurate work breakdown structures
• Developed detailed curriculum plans for Siebel, OBIEE, and Oracle Knowledge
• Design and maintain the process and technical standards for development of eLearning training products
• Evaluated, modeled and documented existing processes and measures
• Identified improvement options and document business case for review by management
• Assisted Training Director in developing a planned approach to current changes in the organization
• Assisted in analysis to depict and articulate new or modified business process and skills impact to target audience groups
• Deliver presentations and workshops to increase leadership, management, and end user awareness and ability to adopt system and process changes
• Develop change management strategies, conduct stakeholder and impact assessments and devise appropriate plans
• Work with project design consultants to understand and plan for change
• Undertake impact assessments and develop transition plans
• Conduct employee focus groups and workshops
• Plan, write and deliver all communication in consultation with stakeholders
• Adhere to project plans and time frames for all change management milestones
• Measure effectiveness of change management activities including communication
• Created and distributed system implementation Communications including: newsletter announcements, email notifications, web/intranet announcements, and implementation FAQ page
• Leveraged developer background to communicate effectively with software design team, to build effective test scripts/scenarios on challenging test cases
• Created and executed automated software test plans, cases and scripts to uncover, identify and document software problems and their causes
• Perform system, unit, acceptance, regression, load and functional/performance testing using both automated and manual testing methods
• Experienced in different types of testing (black box testing, white box testing, functional, GUI, regression, integration, UAT and performance testing)
• Work closely with other testers and developers to improve automated framework with bug fixes and feature requests

Confidential, NY

PeopleSoft Senior Instructional Designer/UPK Administrator/Functional Analyst

Responsibilities:

• Design, develop and review training materials and storyboards for eLearning
• Identifying conflicts, redundancy, and obsolete provisions in existing policies
• Developed Testing and Training materials, Simulations, Quick Reference, Exercise Guides and Business Process Documents
• Responsible for overseeing end to end procedural documents, work instructions and Process Interface manuals
• Created end user documentation for the Help Desk and Security Policies
• Work with Technical Analyst to define and document FSCM modules including Cost Management, ePro, POs, Order Management and Inventory
• UPK Administrator responsible for managing and owning the UPK tool and Critical resource for UPK software information and issue resolving
• Created custom styles and publishing features by editing templates and packages within UPK
• Setup application, Development and configuration of Oracle UPK tool in both single and multi-user environment
• Resolving technical issues related to UPK application
• Performed Administrative roles by adding authors and granting permissions
• Successfully establish template standards and naming conventions dat will be used in developing financial policy, process, and job aid documentation Adding or modifying authors who has access to the Library
• Provided Administrative activities granting permissions and recovered lost contents in development environment
• Provided both technical and functional support to end users

Confidential, CA

PeopleSoft Implementation Training Lead/UPK Administrator

Responsibilities:

• Managed/Lead teams of four training developers (local and remote)
• Developed and managed plans for drafting new or revising current policies
• Assessed and determined project goals, project deliverables and created accurate work breakdown structures
• Developed detailed curriculum plans including estimated costs and revenue potential
• Organized and facilitated assigned cross-functional process improvement initiatives
• Evaluated, modeled and documented existing processes and measures
• Identified improvement options and document business case for review by management
• Identified and prioritize projects based on business need and management input
• Identifying conflicts, redundancy, and obsolete provisions in existing policies
• Created, executed and maintained communication, training needs analysis, training strategy, training plans and training schedule Responsible for overseeing end to end procedural documents, work instructions and Process Interface manuals
• Design and maintain the process and technical standards for development of eLearning training products
• Developed, updated and reviewed Course Outlines, Test Scripts and Training materials, Quick Reference, Exercise Guides and Business Process Documents using UPK for PeopleSoft v9 (ELM, Finance, ESS/MSS, Accounts Payable, General Ledger, Treasury/Cash Management and Reporting (OBIEE, nVision, & PS)
• Provided classroom and individual training for all materials developed for ELM, HPQC, Neptune (proprietary software) and PeopleSoft FIN and Reporting
• Assisted in conducting change analysis to depict and articulate new or modified business process and skills impact to target audience groups

Confidential

Training Lead,

Responsibilities:

• Responsible for planning, initiation and execution of multiple virtual projects within the structure of an Enterprise Management Office. Annual project budgets varied to in excess of $1million and staffing levels up to 15. Duties include responsibility for informal and formal communication with project sponsors, third party vendors, internal department counterparts (for tool integration) and senior management
• Led teams of onsite and remote personnel in projects to identify the best solution(s) for the integration of a new strategic process, supporting technologies within the existing environment
• Responsible for weekly reporting of actuals against deliverables
• Perform Joint Review sessions with internal experts and clients to facilitate completion of Process Interface Manuals (Change Mgmt., Problem Mgmt, Networking, Major Incident, etc.)
• Managed and met expectations of third party vendors relative to the coordinated effort required relocating data centers
• Assessed and determined project goals, project deliverables and created accurate work breakdown structures
• Developed detailed curriculum plans including estimated costs and revenue potential
• Contribute technical expertise to customer project teams. Effectively navigated complex client relationships to achieve specific engagement and overall client project objectives
• Developed and published dashboards and scorecards to track and communicate effectiveness of IT and business processes
• Successfully completed all stages of the delivery process, including requirements/design, development, deployment and customization
• Delivered presentations and workshops to increase leadership, management, and end user awareness and ability to adopt system and process changes
• Participate in the formal requirements definition phase and the correct translation of these requirements into
• Organized and facilitated assigned cross-functional process improvement initiatives
• Evaluated, modeled and documented existing processes and measures
• Defined and executed instructional methodologies to content developers/trainers
• Responsible for project planning and tracking progress of the development team against dat plan
• Created the audited programs for the financial, IT, operational and functional audits
• Identified improvement options and document business case for review by management
• Identified and prioritize projects based on business need and management input
• Developed training strategy and training plan in support of Salesforce, PeopleSoft, Oracle, and Siebel implementation projects
• Performed training needs analysis/assessment and job task analysis

Confidential

Senior Technical Writer, Instructional Designer

Responsibilities:

• Training Lead on new implementation and upgrade of Salesforce, PeopleSoft, Oracle, and Siebel projects
• Managed/Lead teams of two to fourteen training developers (local and remote)
• Developing and managing plans for drafting new or revising current policies
• Identifying conflicts, redundancy, and obsolete provisions in existing policies
• Critical resource in updating and maintaining UPK e-learning material during class delivery in pre and post go-live eLearning expert with a solid knowledge of eLearning instructional design and user interfaces. Successfully managed the technology interface and integration aspects of the eLearning portal. Successfully partnered with diverse teams: Learning Technology, Technical Leads, and IT; focus on management of Learning Management Systems
• Develop and maintain plans for creating eLearning training products, lead the eLearning Training team
• Design, develop and review training materials and storyboards for eLearning
• Assisted in creation of resource deliverable database for maintaining workflow tracking and status reporting
• Analyze product objectives, requirements and target audiences, understand functional and technical content
• Design and maintain the process and technical standards for development of eLearning training products
• Suggest appropriate instructional methodologies to content developers/trainers
• Co-ordinate with media developers to develop the eLearning training products
• Maintained Data Center build out diagrams and documentation
• Created end user documentation for the Service Desk, Security Policies, As Built and Infrastructure
• Designed and created business process work flow templates
• Created training materials for eLM/ESS/MSS utilizing Brainshark to be available on company internal webpage
• Assisted in creation of resource deliverable database for maintaining workflow tracking and status reporting
• Created, executed and maintained communication, training needs analysis, training plans and training schedule
• Demonstrated superb communication and interpersonal skills, collaborating with the development team and making project presentations
• Responsible for overseeing end to end procedural documents, work instructions and Process Interface manuals
• Managed up to nineteen training developers (onsite and remote) for training development and delivery of proprietary applications
• Conducted in-depth interviews with SME’s on project to develop accurate information for training sessions
• Performed training needs assessment and job task analysis
• Developed infrastructure materials dat outline Data Centers, Data Modeling, and System Flow for CRM and proprietary systems
• Developed training strategy and training plan, Course Outlines, Upgrade Testing and Training materials, Quick Reference, Exercise Guides and Business Process Documents using UPK for PeopleSoft v8 and v9 (Asset Management, Finance, Human Resource/ESS/MSS, Asset Management, eProcurement, Inventory, Order Management, Purchasing, Receivables, Service Automation, Student Admin/eCampus Solutions/Grant Management, and Supply Chain Management )
• Developed Course Outlines, Testing and Training materials, Quick Reference, Exercise Guides and Business Process Documents for Siebel 7.8 and 8.0. (Sales Force Automation, Marketing, Service, and Educational)
• Developed End-User and Training materials, Quick Reference and Simulations using CAPA for Clarity software (Fundamentals/Financials/Integration/Investment Management/Demand Management/Resource Management)
• Developed Testing and Training materials, Quick Reference, Exercise Guides and Business Process Documents for HP Quality Center (HPQC)
• Provided classroom and individual training for all materials developed including: HPQC, Oracle, PeopleSoft, SAP, and Siebel
• Created and maintained Standards Operating Procedures for Oracle SPARC/M5000 system implementation
• Created and maintained Network Installation Guides for SPARC/M5000 implementation
• Created and maintained Data Center and Client Server configuration, set-up and documentation for SPARC/M5000 implementation
• Created end user training materials (training document, class labs, and simulations) of SPARC/M4000/M5000 global rollout
• Developed system infrastructure documentation for data center configuration and set-up
• Created the audited programs for the financial, IT, operational and functional audits
• Created and maintained Logical Data Flow/Work Flow diagrams
• Maintained global documentation repository
• Created test scripts, narrative, procedures and executed the audit over the business process
• Developed and maintained SharePoint Team sites
• Created, conducted, edited and converted (to other media formats) training videos utilizing Silverlight
• Coordinated and monitored all training development activities and execution for 1000+ classes

Confidential

Testing Lead/Tester

Responsibilities:

• Planning, deploying, and managing the testing effort for a three phase release for PS Campus Solutions
• Assisted in defining the scope of testing for both System Integration Testing (SIT) and User Acceptance Testing (UAT)
• Initiated the test planning activities for test case design and encouraged the team to hold review meetings, ensure the review comments are incorporated
• Created the test schedule (tasks, dependencies and assigned team members) for execution and tan monitor, measure, control and report on the test progress and the test results
• Identified the tools for test reporting and test management, and educated the team as required to be able to use those tools
• Guided and monitored the analysis, design, implementation and execution of the test cases and test procedures
• During the testing cycle monitored the test progress by constantly assessing the work assignment to each of the resources and re-balance
• Planned, organized and lead the testing kick-off meetings for all phases and releases of testing
• Co-Lead daily testing Triage meetings
• Leveraged developer background to communicate effectively with software design team, to build effective test scripts/scenarios on challenging test cases
• Created and executed automated software test plans, cases and scripts to uncover, identify and document software problems and their causes
• Perform system, unit, acceptance, regression, load and functional/performance testing using both automated and manual testing methods
• Experienced in different types of testing (black box testing, white box testing, functional, GUI, regression, integration, UAT and performance testing)
• Work closely with other testers and developers to improve automated framework with bug fixes and feature requests
• Employed a “test-to-break” approach on testing initiatives and clarified ambiguous requirements to ensure the effectiveness of all test plans
• Improved the documentation of QA testing practices to enhance their repeatability, saving time and money and encouraging testing standardization and best practices