Executive Summary:

Trainer / Technical Writer with over 10 years' experience training, technical writing documentation for end user personnel and Business Continuity. SAP functionality user guides. ERP, CRM, uPerform content management ILT and VLT training content development, sales and marketing, social media applications, customer service, and corporate policy and procedure. Dedicated and focused on prioritizing all document training directives and exceeding client and end user expectations. Excels in all documentation developed training situations, including startup, continuing education, or conversion. Develops and grows positive relationships with client and colleagues at all organizational levels.

Work Experiences

Confidential

SAP HCM Trainer / Technical Writer

• Documented, edited, and maintained end user training manuals for SAP HCM functional and technical simulation tools and Captivate content management system.
• Created online help systems and reference manuals. Worked with graphic artists, programmers and testers to develop end user documentation, end user software and hardware manuals.
• Gathered business requirements and documented them in a language understood by both IT and business teams via Captivate content management tool.
• Documented process flows, business rules, tasking and notifications. Proof read reports and application guides.
• Researched, wrote, and revised material in assigned subject areas. Wrote content for all SAP HCM business processes MSS, ESS, Organizational Management, Payroll, HR Master Data, Time and Position Management, and Reporting user guides.
• Training Content Developer uPerform , GP Strategies / NAPA Auto Parts 10/13-11/13
• Documented corporate policy and procedure manuals for NAPA Auto Parts RPM division.
• Designed and developed support utilizing the uPerform authoring and content management tool for the RPM Real-time Parts Management system that the company was deploying. Supporting system functionality included mostly front counter point-of-sale, order management, etc. and back office inventory management, invoicing, etc. that would be used for a retail / parts management system.
• Supervised technical writing project team members, subject matter experts, and training and OCM leadership to assess current state of the system against the training that had been developed to date, update existing documentation, and develop additional functional and technical content to support the system deployment

Confidential

Trainer / Technical Writer SAP HR Energy

• Post Go-Live Support for SAP Human Resources Implementation. Union Payroll and Benefits Analyst for Confidential
• Conducted one on one meeting with employees for advanced analysis of SAP Payroll functionality, master data and transaction flow onsite at several locations in the Confidential.
• Documented, trained and assisted end user SAP payroll policy and procedures. Resolved a severe back log of over 14,000 entries and policy and procedure documentation with uPerform content management tool..
• Wrote and produced technical and functional user guide modules with IT and end-user professionals, supervised SAP subject matter experts in the area of Payroll to review and update the training documentation . Created efficient processes for SAP payroll resolution.
• Facilitated one on one training with new hire Analysts on corporate resolution protocol, SAP User Interface, Microsoft Access, and Web Wage Tool.
• Worked with the technical support teams to provide input and coordination of activities related to defect resolution. Managed QA special projects for New England Electric division.
• Project Lead for multiple northeast locations for hardware conversion.
• Site Lead for SAP HR Payroll Field clinic, managing 12 resolver resources. Provided strong analytical abilities, communication and interpersonal skills
• Delivered activity matrix which detailed daily appointments, payroll trending anomalies, and outstanding issues.

Confidential

Trainer/ Technical Writer and Branch Lead/Core Financial

• Process writer and trainer and Confidential. Responsible for all technical and functional aspects of desktop training documentation for branch users all applications, systems and tools agnostic of the product, service or generic aspect the application supports 3DCore iWin .
• Wrote and produced technical and functional user guide manuals. Communicated with subject matter experts and client management regarding documentation results.
• Prepared and conducted 100 of the support and coaching sessions outlined for each user.
• Scheduled and conducted daily ILT classes. These sessions included one on one, classroom, and small group training sessions.
• Held Q and A sessions for the use of 3D platform within the scope of the support and coaching throughout the scheduled assignment.
• Responsible for any assigned duties before, during and after training e.g. daily pulse, branch metrics, etc, and other items as assigned.
• Provided ongoing updates of support and coaching for functional efficiency.
• Worked remotely on assigned topics including attending virtual training, Knowledge Link and other special projects as assigned.
• Utilized SharePoint site for MSSB communications and functions.
• Provided feedback to ensure that the training team is following established operational guidelines via Daily Pulse and Weekly Metrics.

Confidential

Trainer / Technical Writer Financial

• Conducted ILT classes on the iWin Platform as an introduction prior to weekend conversion.
• Initiated Q A sessions on use of the iWin platform within the scope of the support/coaching in each branch.
• Conducted ILT classes on Microsoft 2012 Office, Word, Power point, and Excel.
• Customized all user interfaces for iWin Desktop to ensure the Brokers and CSA can obtain a seamless transition post conversion.
• Delivered onsite desk side support and training for the MSSB Wealth Management Group.
• Led the data migration process for non-migrated fines.
• Implemented Utilized SharePoint site for many MSSB communications and functions.
• Provided feedback to ensure that the trainer team is following established operational guidelines via Daily Pulse and Weekly Metrics

Confidential

Customer Service Trainer

• Resolved wireless voice and data systems issues for Confidential small business customers. Handled helpdesk requests and billing queue. Promoted to proprietary Training Manager for new hires and supervisors within six months of coming aboard. Had the ability to learn any product very quickly, prepare a curriculum, and then train any employee.
• Provided a blended training approach to Confidential associates.
• Responsible for training 300 associates on database management.
• Facilitated group training and one-on-one sessions for sales agents, customer service agents, and managers.
• Coordinated and delivered basic and intermediate end-user training and workshops using a variety of training delivery methods and tools including stand up facilitation, web-based, audio-visual, etc.
• Communicated with all departments in order to maintain an understanding of changes in processes, procedures and programs that will impact existing training areas and the development of new training topics.
• Facilitated, measured, and identified methods for ensuring that Customer Service Excellence remains a competitive advantage for the organization.

Confidential

SAP HCM Trainer / Document Developer

• Wrote and produced technical and functional user guide training manuals via uPerform. Communicated with subject matter experts and client management regarding documentation results Trained SAP HR subject matter and facilitated QA and system anomaly metrics and up-selling all cable services..
• Utilized and trained on several proprietary software programs that were designed for the finance department. Handled incoming phone calls, billing, and payments, troubleshooting cable equipment, setting appointments for cable technicians
• Attended company sponsored schools and trained company personnel on system programs as an Applications-Certified Trainer. Instituted, Lunch-N-Learn, a program for employees to enhance product knowledge
• Developed and implemented SAP HR Payroll for ESS functionality and training material that was used for all new recruits and existing personnel.