Summary Information

Project management including research, analysis, design, production, monitoring and reporting phases

• Technical documentation, user manuals and procedures (Information Mapping trained)

Document design, publishing and distribution controls

• Web content development

Human factors instructional design
Computer-based and classroom training for computer and manual systems
Business and methods analysis and business process re-engineering

• Business process mapping and documentation

Oil and Gas Utilities Telecommunications Banking Manufacturing Insurance
Medical Devices Distribution Airline Railroad Delivery

Over fifteen years experience in business process analysis, communications and instructional design Degreed in a behavioral sciences training field Skilled in using behavioral objectives and task analysis in communication and training programs and documentation Experienced in structuring usability criteria Skilled in addressing audiences from top management to clerical levels Experienced in results-oriented project management

Sample of Consulting Projects

Houston. Worked with a specialized project group to develop and publish a global Operating Management System Framework for E&P, establishing the minimum mandatory requirements for performance in E&P operations world-wide. Microsoft Word for Windows, Microsoft PowerPoint, Microsoft Publisher, Visio, Documentum, PC.

Houston. Technical Writer / Disaster Recovery Documentation Coordinator for global disaster recovery project. Worked closely with disaster recovery centers in US, Netherlands and Kuala Lumpur to assure documentation was completed according to corporate standards. Created numerous presentations to assist internal clients to complete disaster recovery documentation correctly and provided professional writing assistance where required. Maintained monthly metrics for receipt / update of standardized disaster recovery documentation and spearheaded effort to keep disaster recovery documentation “evergreen”. Microsoft Word for Windows, Microsoft PowerPoint, PC.

Hewlett-Packard, Houston. Developed and wrote a suite of collateral for the HP ProLiant server / VMware partnership. Documents included client literature, sales literature, PowerPoint presentations and training materials. Microsoft Word for Windows, Microsoft PowerPoint, Visio, SharePoint, PC.

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TXU / CAPGEMINI ENERGY. Dallas. Developed business processes and procedures, instructional design and training documents for all aspects of Revenue Management to train 250 new hires in a Revenue Management Call Center being built in East Texas. Areas of business process / procedures documentation included payments and collections, exceptions processing, fraud, EDI and cash reconciliation, and various other Revenue Management business processes and procedures. Also developed documentation for systems used such as CIS, Atlas and the Quality Management System. Microsoft Word for Windows, Microsoft PowerPoint, Visio, Adobe Acrobat, Information Mapping software, PC.

CINGULAR WIRELESS. Dallas. Designed training and documentation for Cingular's acquisition of AT&T Wireless. Documented over 55 Cingular applications to train AT&T Call Center (Help Desk) personnel in Cingular's National Call Center operations so they could learn and provide support for Cingular applications efficiently and effectively. Designed template format for intranet "Help Web" used by National Call Center (Help Desk) operations. Researched and wrote Call Center policies and procedures manual (Clarify). Wrote / edited marketing brochure for Cingular's retail operations. Microsoft Word for Windows, VISIO, Microsoft Publisher, Information Mapping software, Clarify, PC.

KPMG CONSULTING / CINGULAR WIRELESS, Dallas. Designed and produced a complete library of documentation to support a start-up e-commerce client. Documents included requirements specifications, design documents, programming standards and application code documents, Web front-end design, and an end-user’s guide. Microsoft Word for Windows, VISIO, Information Mapping software, PC. Also with KPMG, worked on an e-commerce development project with a major telecommunications company writing interactive script to train consumers to use multiple features of various mobile phones (Nokia, Ericsson, Motorola, Audiovox, Qualcomm models) on a Web store site, developed Web content for internal and external sites, and wrote various documents supporting development of the e-commerce project, including functional design, technical design, application flow specifications and architecture and configuration specifications. Microsoft Word for Windows, VISIO, PC.

ABBOTT LABORATORIES, Irving. Redesigned Quality System documentation for easier use to meet ISO 9000 and design control requirements. Developed documentation to support a closed-loop quality process incorporating easily identifiable plan-do-check-act cycles for the processes. Essential elements were incorporated into a simplified table format that clearly indicated process stage responsibility and objective evidence. Mapped and documented business processes. AmiPro, Microsoft Word for Windows, VISIO, Information Mapping software, PC.

COLUMBIA CONSULTING COMPANY, Dallas. Project coordinator for three areas: documentation, training and software change testing and change management. Development program for a large energy company client implementing IMREX software on the IBM AS/400 to control order entry, inventory, distribution, invoicing and accounting. Supervised concept-through-delivery development of documentation, on-line help, train-the-trainer and user hands-on training programs. Responsibilities included scheduling, selecting delivery mediums, defining audience materials, supervising writers through development, production, print and distribution, and providing classroom training. Also assisted the marketing department with market development and participated in sales calls. IBM AS/400, Office Vision, Microsoft Word for Windows , PC.

SOUTHWEST AIRLINES, Dallas. Performed business analysis and business process re-engineering for the Schedule Planning department. Effected immediate, substantial cost-savings through re-design of manual processes. Also analyzed existing schedule planning software and developed trouble-shooting reference and training documentation for planners. Was requested by director to provide and conduct a training program of my methodology to other analysts in her department. Microsoft Word for Windows, VISIO, various presentation packages, PC.

Veronica Van Susteren
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AMERICAN AIRLINES SABRE, Westlake, TX. Designed and wrote a training guide and reference guide for a Windows-based individual traveler’s reservation system designed to allow the corporate traveler to make travel reservations from a desktop or laptop PC. Framemaker 4.0, PC.

BRINK’S DIAMOND & JEWELRY / AIR COURIER SERVICES, Dallas. Developed training plan and task-oriented student guide/workbook for a 10-day system administrator class for new software that automates a previously manual system for receiving, tracking and delivering world-wide shipments. Microsoft Word for Windows, PC.

BURLINGTON NORTHERN RAILROAD, Ft. Worth. Designed training and documentation for new on-time national train scheduling system. Analyzed business processes, work performance tasks and systems use requirements for various audiences including management, scheduling and field personnel. AmiPro, IBM Golden Workstation.

HUGHES TRAINING, Arlington. Developed computer-based training and paper product courseware materials for pilots, copilots, navigators and flight engineers for the Air Force C-141. SAGE course authoring software, Word Perfect 5.1.

IBM, Dallas. Planned, developed and wrote an information plan and three manuals to support a banking software package (Corporate Cash Manager) for the IBM Personal Computer, including an executive management marketing overview, an installation guide with tutorial software, and a comprehensive user's guide. Also with IBM, contributed to a large library for mainframe data base tools. IBM mainframe and PC, Script, ISIL, Bookmaster.

CALTEX PETROLEUM, Dallas. Researched, designed, wrote and programmed computer-based training for an electronic mail system that is the core of the company's international communications. The CBT is used world-wide and eliminates on-site trainer expense. Wang, VS: MENTOR course authoring software.

BANK ONE, Dallas. Designed operating procedures and training for the rollout of a national call center for commercial client support. This included development of lesson plans for classroom training, training aids and handouts and full documentation of processes and procedures. Lotus Word Pro, PC.

COMPASS BANK, Dallas. Created training materials to assist Compass Bank during a major acquisition and change of operating procedures. Developed documents for tellers, new accounts, and customer service, and a workbook to accompany computer-based training. Information Mapping software, Word Perfect 5.1.

UCCEL CORPORATION, Dallas. Provided instructional design and computer-based training. Used Educator course-authoring software to design and develop a CBT package for a banking software product. Performed user needs and task analyses, established measurable behavioral objectives, and wrote text, questions and responses. Full responsibility for designing, creating and programming of text and graphics. Also developed top management overview and interactive marketing materials for trade shows. IBM PC, PageMaker, Multi-Mate, Educator course authoring software.

ANTENNA TECHNOLOGY, Ft. Worth. Researched and designed ergonomic video screens and interactive user set up materials for unsophisticated users of a computerized home television antenna satellite system.

COMPUTER LANGUAGE RESEARCH, Dallas. Designed and wrote a hardware and software installation and set up guide and testing procedures for a PC and laser printer forms design product.

BORDEN FOODS, Dallas. Provided business analysis including redesign of the sales reporting system and created user procedures for route and sales accounting.
Veronica Van Susteren
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AVM SYSTEMS, Ft. Worth. Edited major engineering documentation for an automated vehicle monitoring system for the City of Jeddah, Saudi Arabia.

Other Professional Experience

Management Consultant, Bank Operations Systems for the HOWARD BLENDER CORPORATION, Dallas, 1981-1982. Performed business analysis and designed manual systems and training programs Veronica Van Susteren
Page Four for banks nationwide. Prepared sales proposals and top management overviews. Full project control. Analyzed current operations and designed improved methods for operating effectiveness and cost-savings. Designed and implemented bank training programs for all operating areas of the bank, and trained bank personnel in consulting methodology for follow-up and monitoring of our programs. · Sr. Methods Analyst, FRITO-LAY, Dallas, 1977-1981. Designed and developed end-user documentation and training programs for systems applications in accounting, engineering, manufacturing, marketing, sales, shipping and distribution. Worked with an interactive training system (IBM IIS). Responsible for department project control: estimating, scheduling, budget, hiring/training/supervising, vendor contact, coordinating development schedules, document design, printing, binding, distribution and update.

Also developed and conducted training programs for management, clerical and train-the-trainer audiences at locations across the country. · Methods Analyst, PLANNED MARKETING ASSOCIATES, Dallas, 1976-1977. Analyzed, developed and implemented manual work flow systems to improve operations and reduce cost for this insurance company. Developed training programs for crossover from manual to automated systems. Authored user documentation. · Methods Analyst, SystemsCoordinator, FIDELITY UNION LIFE INSURANCE, Dallas, 1974-1976. Coordinated development of user documentation, training programs and training aids for CFO and LI/DE systems. Analyzed and designed work flow for several departments to effect substantial cost-savings for the company.

Education

Received B.S.Ed., Communicative Disorders, Graduated with honors. Attended numerous business, management and technical skills training programs. Knowledgeable and experienced in adult learning theory and adult education. Received Travel and Tourism Certificate Training included itinerary planning, tariff, freight and ticketing, and SABRE reservations system. Completed numerous LOMA