Instructional System Designer / Technical Writer Resume

SUMMARY

In - depth experience in instructional design (ADDIE model), technical training, writing, course development, adult learning theory, and resource coordination
Adept at creating classroom and web-based training and instructional materials, teaching aids, as well as procedural-based technical/troubleshooting manuals and user guides
Equally adept at developing and delivering technical content, leadership training, and soft skills training
Excel at collaborating with directors, managers, instructors, clients, and customers to determine user and training needs
Certified instructor with over fifteen years training development and delivery experience in international arena.

PROFESSIONAL EXPERIENCE

Instructional System Designer / Technical Writer

Confidential

Responsibilities:

Developed online user documentation, instructor-led training materials, and online recorded presentations in support of various financial planning and service platforms (Dreamweaver, MS Office Suite, Adobe Presenter Breeze, BrainShark, SnagIt, Visio, PhotoShop)
Conducted Train-the-Trainer sessions to ensure consistent, quality training delivery to the clients
Established SharePoint groups to house and control Source Materials, Project Documentation, and End-User Materials

Technical Writer

Confidential

Responsibilities:

Developed User Manuals, Maintenance Guides, and web-based interactives for Rating and Billing software solution (FrameMaker, Perl)
Utilize development and review processes to ensure quality information products are delivered to the customer
Utilized SharePoint for version control of internal/external documentation

Training Process Manager

Confidential

Responsibilities:

Developed Training Business Transformation Plan for Contact Center Shared Business Model (CCSBM), performing current and future state analyses based on internal and external leader interviews
Developed CCSBM Training Development Process, Information Design Specifications, Instructor Effectiveness Guidelines, and Field Test Plan documentation to enhance the quality, consistency, efficiency, and effectiveness of CCSBM training development efforts
Implemented ADDIE model as baseline for Training Development Quality Process
Established monthly Center of Excellence meetings to discuss training issues across all lines of business to establish common forum for collaborative training efforts and to discuss common training initiatives

Senior Technical Trainer / Technical Writer

Confidential

Responsibilities:

Developed instructor-led and CBT training for Customer Service training for Confidential -Lucent’s Business Partners Organization (Adobe Breeze/Presenter)
Wrote customer documentation for the AnyPath Messaging System (hardware and software) in the following areas:
Developed multiple Pre-Sales and Post-Sales computer-based training courses for the Business Partners Organization. (Adobe Breeze/ Presenter)
Developed Level 2 Assessments for proficiency certification (QuestionMark)
Performed User/Task, and Needs Analyses to determine scope of required training development efforts. Documents stored on SharePoint for version and access control
Developed and delivered the following courses for the AnyPath Messaging System and the 7R/E Packet Tandem/Toll Solution: