Professional Summary:

Over 15 years of information technology experience in private industry and government organizations. I am an innovative information technology professional with proven ability to analyze, identify, solve problems, increase customer satisfaction, control costs, and provide deliver timely and success deliveries. I have an extensive background in instructional design; technology project management; web technology project management; technical writing; technical training, information, audio visual/video teleconferencing management, and corporate communications. I possess demonstrated skill in organizing workflow from group planning through testing and implementation. I am also a self - motivated, pro-active, dynamic team player with a positive attitude.

Summary of Qualifications:

• Over 15 years of extensive professional instructional design, adult training, VTC, team management, 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.
• Online Content Writing: 15 years
• Team Management: 10 years
• Content Management: 15 years
• HTML: 15 years
• Meta tags: 15 years
• Articulate Storyline, RoboHelp, MLS, Mindflash Pro, SnagIt Editor, MS Office, Adobe Suite, Paint, Visio Source Safe Studio, Troux, FTP, SharePoint, Visio: 15+ years
• Master’s Degree
• United States Citizen

TECHNICAL SKILLS:

• Instructional Design
• Technical Writing
• Project Management
• Web Content Management
• 508 compliance
• Video Teleconferencing Technology (VTC)
• Audio Visual Technology
• DISN Video Services Global (DVS-G) I and II certified
• Voice Over IP(VOIP),PBX, and voicemail systems

Multimedia Authoring Tools:

• Articulate Storyline, MLS, RoboHelp
• Macromedia Director and Sound Edit
• Author ware, Adobe Captivate, Premiere, FrameMaker, InDesign, and Presenter
• Video editing
• Audio editing

Graphics Development Tools:

• Macromedia Freehand
• Adobe Photoshop
• Fireworks
• CorelDraw
• Paint Shop Pro
• Quark Illustrator

Website Development Tools:

• Macromedia Dreamweaver
• Microsoft FrontPage
• File Transfer Protocol (FTP)
• HyperText Markup Language (HTML)

Project Management Tools:

• Troux
• Visio
• Microsoft Project
• Microsoft Office

Management Skills:

• Strategic Planning
• Risk Management
• Data Management
• Problem Solving
• Mentoring

Additional Skills:

• Windows and Unix System engineering
• Network, Security, SQL DB, HTML
• Enterprise-class Windows and UNIX-based distributed infrastructure platforms.
• Visio, HTML of XML online authoring application, Adobe Acrobat, SharePoint, MS Excel, MS Power Point

PROFESSIONAL EXPERIENCE:

Confidential, Marietta, GA

Instructional Designer/Senior Technical Writer

Responsibilities:

• Responsible for working with Project Managers (PM) to successfully develop training programs for client's customer service representatives globally across all business units.
• Incorporate standard ISD processes, such as the ADDIE learning model, to design and develop custom business process and systems training programs including instructor-led and e-learning courses.
• Work with Subject Matter Experts (SME) and Information Mapping tools to assess information, determine impacts and identify skills gaps.
• Learn and test proprietary systems and software to identify training needs, determine scope and create interactive learning tools.
• Deliver application documentation.
• Create training materials for internal and external customers.
• Understand technical information and convey the information in a concise and effective manner for the intended audience.
• Create online help, user guides, trainer guides, installation guides, and eLearning training modules.
• Develop software documentation.
• Manage and prioritize multiple projects
• Perform strong analytical, writing, editing, communication, problem-solving skills, and meticulous attention to detail.
• Work closely with developers, testers, business systems analysts, and product managers in a fast paced collaborative environment.

Confidential, Atlanta, GA

Technical Writer

• Performed technical writing activities for the Center of Disease Control and Prevention.
• Formatted documents to be compliant with Section 508 Amendment to the Rehabilitation Act.
• Created, updated, and do QA on document based deliverables concerning public healthcare issues.
• Performed technical, functional, and user document updates.
• Developed and edited training materials.
• Organized material and completed assignment according to set standards regarding order, clarity, conciseness, style, and terminology.
• Maintained records and files of work and revisions.

Confidential, Atlanta, GA

Instructional Designer/Technical Writer

• Performed as Team Manager for team of 5 to coordinate, workflow, schedules, and project requirements.
• Coordinated every detail of meetings and conventions, from the speakers and meeting location to arranging for printed materials and audio-visual equipment.
• Created programs that address the purpose, message or impression that their organization or client is trying to communicate.
• Planned and executed all details related to a variety of meeting formats including seminars, conferences, trade shows, executive retreats, incentive programs, golf events, conventions, and other programs.
• Provided organization and time management and Create verbal and written communications
• Performed project management, multi-tasking and coordinate marketing and public relations

Confidential, Chantilly, VA

Instructional Designer/Systems Trainer/Lead Technical Writer

• Supervised project teams to include: technical writers, instructional designers, developers, testers, business systems analysts, and product managers.
• Analyzed, designed and developed system training on various enterprise resource planning systems (ERPs). Most were front-end systems used to forecast financial information for demand planning purposes prior to data entering SAP.
• Developed, wrote, and edited material for reports, manuals, briefs, proposals, instruction books, catalogs, and related technical and administrative publications.
• Worked with the engineering team and key business users to produce world class product documentation.
• Worked closely with Communications team to work on company website. Duties included: web content management, copy editing, 508 compliance, web production, telecommunications documentation, and brand management.
• Created, edit and proofread procedural instruction documentation.
• Conducted technical reviews of documentation to ensure accuracy.
• Selected photographs, drawings, diagrams, and charts to illustrate material and lay out for production.
• Supervised project teams
• Successfully managed multiple complex projects from concept to release under tight deadlines and external dependencies.

Confidential, Springfield, VA June

Instructional Designer/ Video Teleconference Operator (VTC), Lead

• Created e-learning courses for internal clients (Network, Field Technicians and Call Centers).
• Provided support to audio video, videoconferencing, teleconference and field technicians at the Department of Homeland Security.
• Wrote technical documentation for audio video, videoconferencing, teleconference equipment for end users and technicians.
• Used the trouble ticketed system to open, track, and resolve assigned trouble tickets.
• Monitored assigned videoconferencing calls on end users’ event sites.
• Performed troubleshooting as needed to satisfy the end user’s needs and escalate if necessary.
• Assisted users on using videoconferencing systems before and during events.
• Communicated with bridge operations center for all multipoint or point to point calls going through the videoconferencing bridges worldwide.
• Managed client expectations and ensure high quality events.
• Tested assigned videoconferencing rooms and performed telecommunications analysis on a reoccurring schedule and reported results and findings in the videoconferencing and telecommunications test database.

Confidential, Arlington, VA

Instructional Designer/Video Conferencing (VTC) Team Lead

• Designed web based and ILT eLearning courses using advanced features of Articulate, Photoshop and Snagit.
• Wrote technical documentation for audio video, videoconferencing, teleconference equipment for end users and technicians.
• Trained and assist users with operation of equipment Managed the operation of 36 multimedia/VTC conference rooms at the Navy Yard in Washington, DC.
• Presented periodic Dashboard reports on the current project, future opportunities and client issues.
• Worked closely with SharePoint team to help customer establish understanding of backend internal web operations. Duties included: web content management, brand management copy editing, and 508 compliance.
• Supervised small staff and generated staff work schedule according to demand.
• Facilitated multi-point and point to point videoconferences using Integrated Services Digital Network (ISDN) connections, telecommunications, Accord Multipoint Control Unit (MCU) 100 w/ MGC Manager Software 7.0, Tandberg 3000 MXP, and Tandberg 6000 MXP, and Picturetel/Polycom Concorde 4500.
• Provided scheduling and customer support as needed.
• Worked with technicians to resolve maintenance and technical issues.
• Established credibility and rapport, and maintained communication with stakeholders at multiple levels, including those external to the organization.
• Defined and initiated projects, and managed cost, schedule, and performance of component projects, while working to ensure the ultimate success and acceptance of the program.
• Maintained continuous alignment of project scope with strategic business objectives, and made recommendations to modify the program to enhance effectiveness toward the business result or strategic intent.

Confidential, Arlington, VA

Instructional Designer/Lead Video Teleconference (VTC) Systems Analyst

• Managed team or 6, and coordinated the scheduling and operations of video teleconferences, audio conferences, and telecommunications bridges.
• Researched, developed and wrote course deliverables including  design  documents, storyboards, style guides, job aids and assessments.
• Provided VTC support to the Missile Defense Agency (MDA) Air Force Front Office.
• Planned, coordinated department employees and supported departments of work to be completed daily. 
• Operated and maintained Crestron controllers and other video teleconferencing and web related equipment.
• Provided testing and troubleshooting with sites worldwide for certification to use the video operations bridge.
• Coordinated and provided maintenance of 300 user audio conference account.
• Created/deleted video teleconference user accounts.
• Developed and created metrics for the video operations center.
• Worked as web content specialist to assist customers with use of internal website, perform web content management, copy editing, and 508 compliance.

Confidential, Arlington, VA

Instructional Designer/Web Project Manager

• Developed interactive performance based multimedia and web training applications, including graphical assets, audio, video animation and simulations using Articulate, Photoshop and Flash.
• Created training materials, training aids, tip sheets, quick reference guides, assessments, help documents, and glossaries.
• Managed team by editing, standardizing, and making changes to material prepared by team members for final approval.
• Created, reviewed and analyzed project proposal or plan to determine time frame, funding limitations, and procedures for accomplishing project, staffing requirements, and allotment of available resources to various phases of web projects for the United States Department of Defense (DOD), Pentagon, United States Air Force.
• Established and achieved financial objectives by preparing a project budget, scheduling and approving expenditures, analyzing variances, and initiating corrective actions.
• Conferred with project staff to outline work plan to assign duties, responsibilities, and scope of authority.
• Provided technical advice and recommendations to issues and/or concerns as needed.
• Coordinated project activities with outside vendors, customers, and governmental agencies.
• Gathered and researched information that enhanced the value of the site.
• Gathered user feedback for website improvement and enhancements.
• Updated internal and external websites.
• Produced web content, edited, posted and removed website content.
• Updated internal and external websites.
• Worked with marketing and graphics designers to insure consistency.

Confidential, Baltimore, MD

Instructional Designer/Multifunctional Information Systems Analyst

• Researched new teaching methodologies.
• Researched subject matter by using all available resources and by reading industry materials.
• Defined, gathered and analyzed data for translation into training materials.
• Developed lesson plans based on subject matter and training strategy.
• Designed and created  instructional  materials for the selected delivery method.
• Wrote and implemented new curricula for CBT, WBT, instructor led and blended learning courses.
• Developed e-learning using Dreamweaver, FrontPage, Microsoft PowerPoint and RoboDemo (Captivate).
• Developed scripts and storyboards. 
• Worked with staff and subject matter experts to ensure transfer of knowledge needs were being met.
• Documented and evaluated training efforts.
• Scheduled and estimated work effort and completion of assignments.
• Served as point of contact at the Social Security Administration from project initiation to completion.
• Participated in research and development team meetings.
• Analyzed data and reported to project managers.
• Tracked projects, project changes and produced updated site based schedules.
• Developed and maintained a detailed project schedule including administrative tasks and all sites involved.
• Worked with project team members, clients, and vendors to coordinate activities, provisioning, site surveys, room installations, service calls and integration testing.

Confidential, Rockville, MD

Web Project Manager

• Met and corresponded with clients at the Nuclear Regulatory Commission (NRC) to determine client needs for company website.
• Managed web page and web site designs by gathering requirements; tracking and implementing edits requested; and providing QA checks on all work completed by web staff.
• Defined the project’s objectives and managed quality control throughout its life cycle.
• Wrote, edited, and developed web site content.

Confidential, Rockville, MD

Web Content Manager

• Gathered and researched information that enhances the value of the Nuclear Regulatory Commission’s (NRC) internal and external websites.
• Formatted web pages to be compliant with Section 508 Amendment to the Rehabilitation Act.
• Gathered user feedback for website improvement and enhancements.
• Updated internal and external websites.
• Produced web content, edited, posted and removed website content.
• Updated internal/external websites. Worked with marketing and graphics designers to insure consistency.