Summary of Qualifications

• Over 15 years of extensive, professional instructional design, adult training and technical/corporate writing and editing experience.
• Ability to translate complex, technical processes into a detailed, easy to understand curriculum, and deliver that curriculum using adult learning techniques.
• Experienced at using the ADDIE model for instructional design.
• Experienced with using Information Mapping® techniques for documentation.
• Demonstrated, proven ability to build strong relationships while training internal and external clients as well as mentoring team members.
• Experienced with developing, planning and managing implementation of multiple complex projects with a broad scope.
• Ability to multi-task and meet deadlines in a fast-paced environment.

Confidential Technical Writer/Documentation Manager-Starfield TMS
March, 2011 – May 31, 2012 Jacksonville, FLResponsible for creating client-facing documentation and training materials for a commercial software product (talent management suite). Deliverables include release notes per version iteration, user guides, ad-hoc training materials, job aids, and Marketing collateral. Created style guide for product. Contributed to product re-branding campaign. Close collaboration with product development. Technical RFP responses for software functionality. Team duties include reward and recognition, content management for Confluence collaboration site, and client mass email transmission. Principal tools: MS Word, MS Visio, Photoshop, BB Flashback Express.

ConfidentialTechnical Writer/Instructional Designer
December, 2007 – March, 2011 Jacksonville, FL Duties involve creating user documentation and product training for commercial-grade digital video headend products and operating software, used in the advertising and broadcasting industries. Translated engineering and software development documents into written tools utilized by technical and non-technical personnel for training and reference. Extensive use of graphics and diagramming (MS Visio). Edited corporate communications (Marketing Materials, white papers, press releases) for multiple delivery vectors. Wrote and edited assembly instructions.

ConfidentialTechnical Writer/Editor (Contractor)
October- December, 2007 Jacksonville, FLCreated a data-security awareness program and managed documentation materials through a PCI assessment for the client, including best practices research, creation of policy and procedural documentation, developed and validated procedures against PCI requirements, wrote training materials; delivered training. Principal tools: MS Word, MS Visio.

Confidential Instructional Designer (Contractor)April 2007 – July 2007 Jacksonville, FL

• Carried out instructional design for a blended-medium leadership course in Inventory Management, including extensive research and planning, interviewing, business practice analysis, and materials creation.
• Involved in creating a curriculum plan, assessment material, and created simulation scenarios for the comprehensive practice of the course’s major concepts.

Confidential Dispute Resolution Associate/Technical Writer/Editor; Instructional DesignerFeb 1995 – April 2007Jacksonville, FL

• Responsible for the research, design and development of customer service training materials, reference tools, and performance evaluation elements for a diverse credit card client base, with ongoing revision and change control.
• Analyzed business and program requirements for training opportunities; recommended training solutions; wrote documentation validating procedures and solutions for upper management.
• Successfully designed and maintained self-paced and instructor-lead training curricula and stand-alone training modules for operational training within multiple portfolios. Designed both instructor-lead and computer-based training packages.
• Utilized independent quantitative research and analysis in order to give proper operational direction to trainers; conducted “train the trainer” sessions.
• Wrote Response to Proposals for internal clients seeking training solutions.
• Proficient at troubleshooting, designing and editing content using HTML editing and word-processing software.

Education,Training and Ad Hoc Skills Florida Teacher Certification, Secondary Social StudiesBachelor of Arts, Criminal Justice
Minor Certificate in Environmental Studies

Computer SkillsMS FrontPage, GNNPress, native HTML, Harvard Graphics, all MS Office applications (including Sharepoint, Access, Power Point, Word, Excel, Visio, FrontPage, and Outlook), RoboHelp, Captivate, OnDemand, Adobe products (PhotoshAcrobatAcrobat, Illustrator).

KeywordsInstructional Design, Training, Writing, Web Content, Technical Writing, Editing, Proofreading, Desktop Publishing, Sales, Public Relations, advertising copy, teaching, RFP, Customer Service, Document Design, Business Analysis, Computer-Based Training, CBT, Instructor-Lead Training, Corporate Communications, White Papers, Marketing, Collateral, Procedures, Assembly Instructions, Word, Excel, Sharepoint, PowerPoint, Visio.