SUMMARY

I demonstrate excellent interpersonal communication, leadership, public speaking, and presentation skills. I excel in producing cross - functional process maps for business analysis; effectively utilize resources to accomplish project tasks on schedule and with high quality. I exhibit flexibility and adaptability to change especially when taking ownership of new positions. As an individual contributor and team player, I remain balanced even under demanding situations.

Skills

Areas of Expertise: Technical writing, editing, project coordination, team leadership, functional analysis, requirements gathering, instructional design/technical training, presentation design and delivery, Rummler-Brache process mapping, small group communication

Multimedia and Presentation Development: MS PowerPoint, Visio, Adobe Captivate, Adobe Dreamweaver (and Coursebuilder), Oracle Tutor, Adobe PhotoShop, MS Photo Editor, SnagIt (Studio and Editor)

Authoring Tools: MS Word, FrontPage, Information Mapping (IMAP)

Productivity and Development: MS Excel, SharePoint, processMax, PVCS Version Manager, HTML/DHTML, Novell GroupWise, Lotus Notes, MS Project

ERP Systems: SAP, Oracle

Industries: IT, Insurance, Banking, Education, Manufacturing, Chemical, State Gov., Agriculture

Professional Experience

Confidential, 

Technical Writer

• Provided format, organization, and structure of Mergers and Acquisitions Discovery Questions document as a standard for future acquisitions. Ensured document was grammatically correct, written clearly and concisely, readable, and conveyed meaningful content.
• Created and provided the Order Management Roadmap/Overview (as-is and to-be combined) along with sub-processes in Visio swim lane flow chart.
• Designed and created a sales/marketing concept for upper level management supporting a new IT direction.
• Created Service Desk Procurement Process Work Instruction Document (task level) - included three processes as components of the Procurement Process and accompanying workflows:
• End User Procurement (component flow)
• Telephony Procurement (component flow - cell phone and BlackBerry devices)
• IT Infrastructure Procurement (component flow)
• Created Service Desk Escalation Process Work Instruction Document (1 of 24 flows - task level).
• Designed and created Content Management Process for the IT Knowledge Base.
• Designed and created original PC Build step-by-step template (272 steps).
• Created multiple workflows for Serena Business Mashups System (SBMS) and placed in a document management system, Version Manager.
• Designed, created, and SBMS Workflow Integration Diagram - placed in Version Manager.
• Designed and created an Evaluation with Approval Process.
• Maintained the proposal process, flow charts, diagrams, templates, and forms. Edited project references for content and consistency. Created and edited proposals, requests for proposals (RFPs), and other technical documents that included detailed knowledge of business functions, application design and architecture, and information technology requirements of the requesting organization.
• Created user manuals for management and end users. Wrote and edited system and functional requirements documents. Gathered requirements during JADs for job change workshops. Utilized PVCS Version Manager to organize, manage documentation across development teams to coordinate work effort during parallel development.
• Developed Rummler-Brache process flows as a diagnostic tool for organizational process improvement.
• Created PowerPoint presentations for management use. Maintained action plan for deployment managers.
• Developed cross-functional flow charts for the data conversion team enabling them to integrate an iterative approach into the conversion and development processes. Selected as Peer Review Lead for review sessions.

Coordinator for Projects

• Conducted mini-JAD sessions utilizing SWOT (strengths, weaknesses, opportunities, and threats) as a facilitating tool to determine details of software release workflow; conducted one-on-one interviews to gather information.
• Created a high-level Work Breakdown Structure (WBS) and project schedule; developed project milestones, Gantt charts, and tracked project activities.
• Developed Rummler-Brache process mapping (cross-functional process flow) documents critical to the project to identify process redundancies, areas for improvement, and streamline the business.
• Initiated a Communication Plan; designated to assist in the creation of a training plan and to implement the training.
• Conducted analyses of various impromptu IT processes.
• Assisted PM in creation of detailed test plans and scripts to fully describe the testing process.

Team Leader

• Managed a team of six professionals for two years.
• Conducted scheduled performance discussions with individual team members in preparation for upper-level management performance reviews.
• Facilitated team meetings to maintain a constant line of communication with management and to address team members’ concerns. Escalated issues to upper-level management.

Instructional Designer

• Used Instructional System Design (ISD), industry-wide accepted models for training development.
• Designed a training curriculum to accelerate the IT new-hire orientation program; successfully reduced employee break-in period from two weeks to three days for over 175 new hires; created instructional job aids for intranet navigation; coordinated nationwide course registration and reported training statistics to management.
• Developed instructional treatments and content outlines in support of users, guides for participants and facilitators, as well as exercises with presentation visuals for trainees for use by course instructors.
• Conducted train-the-trainer classes for instructors, created job aids and quick reference guides to further enhance the learning process; created training evaluation instruments at three levels. Created workflows for “as-is” and “to-be” states of business relating to various departments. Developed training materials for five-phase project. Conducted data-gathering sessions in one-on-one interviews and job shadowing.
• Recorded voice-overs for online tutorials to support readiness of workforce for newly implemented Oracle system.
• Conducted User Acceptance Testing (UAT) on completed WBT units. Provided overview of how new functionality was imported from data tables in a separate online application accessed by the public and state administrators.
• Conducted functional analyses on new and existing applications to create WBT course lessons, topics and reviews.
• Performed system analysis. Edited screen captures in Photoshop and SnagIt Studio. Created scenarios/storyboards. Built HTML pages in Dreamweaver for the WBT. Conducted User Acceptance Testing on completed WBT units.

Business Analyst

• Coordinated contingency planning. Conducted unit, regression, and end-to-end testing.
• Monitored / tracked plans against established deadlines; escalated outstanding issues to upper-level management.
• Created business requirements in the analysis phase of SDLC for a re-engineered legacy system.
• Developed technical design specifications. Facilitated process modeling, data mapping sessions.
• Performed as Peer Review Lead for review sessions. Utilized cross-functional flows (process maps) to assist the data conversion team integrate iterative components into conversion and development processes.

Confidential

Performance Consultant / Technical Trainer

• Researched processes and updated training materials. Created facilitator guides and student guides, job aids, and a training assessment tool for item processing in the National Proof Operation Centers.
• Developed training documentation and course curriculum in Lotus Notes. Delivered SAP training (4.6b release) to a national reconciliation site. Conducted data-gathering sessions. Created formats and templates for SAP training team’s use in training development. Conducted functional analysis of SAP modules. Researched processes and reports for reconciliation. Created job aids, pre-work packets, provided post-implementation support, and conducted train-the-trainer sessions.
• Built relationships with internal commercial customers and provided training needs assessment prior to training.
• Participated in Educational Development focus group to align Bank One’s education efforts.
• Delivered national regulatory compliance Fair Lending training to retail loan servicing centers in Eastern and Midwest regions.

Training Administrator

• Re-designed and administered the Tuition Reimbursement Program.
• Conducted two-day New Employee Orientations including Code of Ethics training and Sexual Harassment; coordinated and delivered numerous Executive Exchange Programs.