SUMMARY:

• Creative, energetic and highly - motivated professional; advanced computer skills, self-starter, collaborative team player with the ability to problem solve, improve processes, manage and prioritize multiple projects and meet tight deadlines; highly detailed with advanced organization skills, excellent written and verbal communications, easily adaptable to unique environments and work cultures; authoring user guides and manuals, help files and installation instructions, business communications and marketing materials, Designing web-based documentation, courses, SharePoint sites and business processes. Project tracking and maintenance. Substitute Teacher.
• Experience with Developers, Engineers, Software Architects, Subject Matter Experts, Senior Executives, Business Analysts and IT professionals targeting end users, internal employees and specialized audiences for programs, web-site communications, process management, compliance and applications.

TECHNICAL SKILLS:

Software: Google Apps, Citrix, Dreamweaver, Microsoft Office, SnagIt, Saba, Centra, e-rooms, Adobe Captivate, Acrobat 9 Professional, Adobe Creative Suite, Adobe Communication Suite, ARIS, SharePoint, SKYPE, SAP, PeopleSoft, MiniTab, Microsoft Project, Exchange, Outlook, Works, Access; ProShow Gold, FrontPage 98, Visio, Photoshop, Photo-Paint 5, Photofinish-4, Paint Shop Pro, RoboHelp, FullShot 6.0, LinkedIn, Quicken, E-expense, Live Meeting, Video Conferencing, SAP PR4 PayKey, e-Travel, uPerform, Camtasia Studio 8, BMC Service Desk Express, Visual Studio 2012, Lync, InfoPath Designer 2013, SharePoint Designer 2013, Soda PDF 8, and more.

PROFESSIONAL EXPERIENCE:

Confidential

Technical Writer

Responsibilities:

• Create, Edit, Review, and Modify al Materials
• Writing Video Scripts, Lesson Plans, Support Materials (closed captions, website pages) Video Feedback
• Design Marketing Flyers and Brochures
• Author Content for Products and Services
• Video Creation, Editing and Production
• Web Content Development

Confidential, Westmont, Illinois

Technical Writer Tier Level II LMS Support

Responsibilities:

• Technical Support Troubleshooting for Technical LMS
• Author Support Documentation

Confidential, St. Charles, Illinois

Freelance Web-Content Technical Writer

Responsibilities:

• Process Multi-Media files for Web-site
• Edit Marketing Material for Web Content

Confidential, Downers Grove, Illinois

IT Technical Writer Designer for IT Development Management

Responsibilities:

• Design WIKI Help for Healthcare Management Software Application
• Author Instruction Manual for End-users

Confidential, Westchester, IL

Technical Writer Publisher for IT Technical Services

Responsibilities:

• Publish Content Optimization of Support Desk Knowledge Base documentation
• Create Standard Templates adhering to Corporate Brand
• Re-design SharePoint web-sites
• Write and Publish policies, procedures, forms, videos, guides, user manuals, troubleshooting, FAQs, reports
• Write Curriculum for Help Desk Support Analysts via Moodle
• Analyze Customer Survey Results
• Design Moodle LMS Site and Curriculum

Confidential, Oakbrook, Illinois

IT Technical Writer

Responsibilities:

• Develop SharePoint 2013 Websites for IT Security Operations; featuring InfoPath Forms, Promoted Links, WIKI
• Design SharePoint and Process for Displaying KPI Metrics Reporting on Health Status of Security Operations Services
• Design SharePoint site options for creating, storing, editing and searching through security documentation.
• Publish Process Maps and QRG Documentation for SharePoint Administrators and End Users.
• Create and present PowerPoint Presentations to Executive Directors and Global VP, Chief Information Security Officer
• Designed Excel Graphs, Charts and Reports for Cyber Security Statistics

Confidential, Hoffman Estates, Illinois

Global IS/IT Technical Writer and PMO Financial Support

Responsibilities:

• Maintain Service Transformation Enablement Process (STEP) Website through Dreamweaver Editing HTML and JavaScript for Change Management
• Design uPerform Tutorials and help documentation for SAP Enterprise Platform Services, GRC global access
• Process Change Request approvals through BMC Remedy AR System
• Perform SAP invoice processing transactions and purchase requisitions for IT Enterprise Program
• Run Daptiv reports to analyze and summarize weekly IT project health and accruals for professional services
• Administer, manage and create reports for internal and external IT Governance Audit process via SharePoint
• Maintain supporting documentation for financial budget
• Designed Visio Diagrams of IT Security Data, Hardware and Firewall Migration Phases.

Confidential, Downers Grove, Illinois

Web Content Management/Technical Writer

Responsibilities:

• Author/Edit Mortgage Policies and Procedures Documentation to reflect new Loan Regulations
• Manage Editing and Approval Processes with on Editing Team
• Conduct Meetings with SME’s and Managers
• Prepare documentation for External Industry Audits

Confidential, Oak Brook, Illinois

Technical Writer

Responsibilities:

• Develop Tracking Access Database for Policy and Procedure Documentation Editing
• Editing Update Policy and Procedures to reflect current Loan Collection Industry Regulations for upcoming Audit
• Design Templates for Standardization
• Reformat and Edit Documentation
• Create Visio Process Diagrams

Confidential, Elgin, Illinois

Technical Writer Web Content Management

Responsibilities:

• Web content author/editor for Confidential Workforce Development Group
• Technical writing and analysis for content optimization in InfoManager
• Authored Customer Service, News Center and Go to Market web-content
• Managed queue change requests, customer feedback and special projects

Confidential, Hoffman Estates, Illinois

Specialist / Business Analyst

Responsibilities:

• Designed program for IMPACT, enterprise platform, full cycle software conversion project
• Developed curriculum, user guides and facilitator guides for marketing enterprise software
• Delivered computer lab classroom to end users and COE support team

Confidential, Downers Grove, Illinois

Technical Writing / Publishing

Responsibilities:

• Converted, reformatted and/or edited policies/procedures documentation in web content management system for publishing to corporate intranet site
• Wrote new desktop security policy for bank tellers and corporate employees

Confidential, Naperville, Illinois

Technical Writing and Administration / Business Analyst

Responsibilities:

• Tested and compared 20 different Learning Management Systems including open source Moodle and Blackboard
• Acquired and administered Learning Management System MaxIT
• Worked with developers to install, test and troubleshoot LMS on company servers
• Uploaded course curriculum to LMS for nuclear engineers' web-based
• Published SCORM packages with Adobe Technical Communication Suite
• Designed curriculum for nuclear project Work Instructions, Visio process maps and QA Procedures
• Wrote user guides, work instructions and quick help for use of learning management system
• Wrote and distributed communications
• Designed on-boarding process for new hires and published employee handbook
• Edited and published new versions of QA procedures to reflect Audit CAR specifications
• Designed and Administered on-line program and courses for 100+ employees

Confidential, Oak Brook, Illinois

Technical Writer / SharePoint Design / Project Coordinator

Responsibilities:

• Developed SharePoint web-site for call center documentation migration project
• Published new and edit existing documentation for Customer Service Reps' InfoQuest knowledge base system
• Worked with developers to migrate documents to new customer service internet site
• Designed and implemented documentation editing approval process for department management teams
• Wrote curriculum for Customer Service classes
• Developed processes for Dentist office and wrote policy and procedure manuals and Visio maps
• Designed personal web-sites for individuals to showcase work samples and resumes
• Designed PowerPoint templates and sales marketing presentations for MMA

Confidential

Senior Coordinator

Responsibilities:

• Designed controlled processes using Excel to deliver virtual programs
• Wrote instruction guides with Visio maps to communicate processes and tracking system
• Managed e-library for course curriculum
• Consulted with certified instructors and subject matter experts for compliance
• Administered and led train-the-trainer sessions on Centra Live virtual platform
• Developed and managed documentation control for CPE compliance review for course credit approval

Confidential, Warrenville, Illinois

Six Sigma Methodology Project Coordinator

Responsibilities:

• Converted classroom based materials into live virtual and web-based for blended learning program
• Wrote user guides and instruction manuals for Learning Management System
• Provided desk-top support for LMS to MBB coaches, Six Sigma instructors and Green Belt candidates
• Wrote instruction manuals for web-site registration and six-sigma requirements
• Wrote manuals, user guides and designed Visio process maps
• Wrote scripts and recorded web-based instructional videos using Adobe Captivate
• Uploaded documentation for on-line meeting room using Adobe Connect Pro
• Coordinated Defect tracking with off-shore team to launch Improved Capabilities intranet web-site builds
• Designed global team SharePoint site
• Edited and controlled curriculum for courses via SharePoint design
• Administered Intranet/Extranet web-site, wrote and uploaded web content and formatted layout design
• Skillsoft Administrator for US Fuels Marketing Business Unit
• Updated existing manuals and maintained policies and procedures
• Wrote web-site user guides for company employees
• Wrote user guides for SAP invoice reporting and PayKey procedures
• Authored and designed welcome packs for instructors and students starting new courses
• Wrote technical registration requirements, MBB coach guidelines, processes, and quick-help
• Designed curriculum for statistical analysis continuous improvement courses
• Wrote and distributed standard/template communications
• Designed and distributed marketing materials to communicate Continuous Improvement program
• Administrator / trainer of global SharePoint site to deliver programs worldwide
• Collaborated with global team on all global program deliverables
• Managed scheduling of courses and student registration through the team intranet web-site
• Coordinated and managed MBB instructors providing them with custom curriculum, materials, classrooms, attendance tracking, emergency procedures, room set-up, feedback, communications, and accommodations
• Maintained continuous improvement of programs, registration processes, customer experience surveys, communications and web-technology
• Designed, managed, tracked, documented and created Visio process maps for Green Belt and Black Belt processes
• Communicated directly with customers providing technical help and support with web-sites and registration policies and procedures
• Coordinated Master Black Belt instructors, presenters, logistics, catering, room set-up, audio-visual and teleconferencing presentations
• Managed accounts payable, maintained financial tracking and SAP reporting
• Formulated and distributed global announcements and quarterly summaries for stakeholders
• Coordinated Saba Centra Live web-learn pilot program
• Developed Microsoft FrontPage/Access Database asp intranet web-site for the purpose of building and maintaining servers in the Midwest US region
• Created and published web-content and technical documentation for server builds, maintenance upgrades and intranet web-site

Confidential, Downers Grove, Illinois

Project Coordinator, Technical Writer and Software Tester

Responsibilities:

• Team with Executive Director and software developers for software life cycle project
• Installed software and dual operating systems on developers’ computers, wrote test cases, tested software and tracked defects
• Wrote technical documentation, manuals, user guides, installation instructions and help files using RoboHelp for wireless voice platform and mobile ADK unit for software developers
• Wrote and designed curriculum presentation manuals for voice extensible markup language (VXML) for developers program in China
• Compiled installation documents and created CD GUI, burned CD's for distribution
• Designed, marketed and administered Beta Test Program recruiting developers from Fortune 500 companies world-wide to demo wireless voice platform product
• Designed Microsoft Access Database to organize the demo project and analyze results; compiling reports and queries
• Maintained shared Excel spreadsheets and created Pivot Tables for discussing and assigning fixes to off-shore team
• Created announcements and distribution process with Outlook Forms for scheduling meetings, agendas, notes and conferences with off-shore team in India