SUMMARY:

• Experienced, creative instructional project manager experienced in classroom, technical writing, and interactive e - learning design, including procedural manuals, help systems, interactive web material using Articulate Storyline, MadCap Flare, Adobe Premier, After Effects, Captivate, Storyline, RoboHelp, WebHelp, Dreamweaver, Photoshop, Illustrator, Flash, Audition, Camtasia, In-Design, MS Office, Visio, and various communications software for electronic, video, web and print production.
• Articulate Storyline, Rise, Adobe Captivate, Adobe Creative Cloud, Camtasia, Acrobat Pro, PowerPoint, and Microsoft Office 360.
• Self-starting team project coordinator of technical developers and SMEs, project management, quality assurance, sales, customers, and executive management. Excellent communication skills required to interact with all corporate and technical levels and interview subject matter experts.
• Conducted Webinar and live audience interaction classroom for client product usage, both with traditional classrooms and use of Smartboards. Prepared and maintained manuals.
• Scripting and video production of industry videos for web or classroom or live delivery.
• Experience using style guides and templates to maintain corporate styles and legal requirements.
• Coordinated with company-wide teams to plan, analyse, design, implement, track, monitor and maintain product information requirements and user documentation, for print and online.
• Demonstrated experience writing, editing, and distributing complex technical documentation for audiences including IT, Software development, financial institutions, and HR.
• Ability to plan/prioritize and manage multiple simultaneous assignments and meet deadlines.
• Developed interactive materials, including quizzes, interactive games, and simulations to hold user interest and confirm their grasp of key concepts.
• Video experience creating industry videos for web or classroom presentations.

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Senior Business Execution Consultant

Responsibilities:

• Develop procedural documentation, process flow diagrams, and policy changes for direct merchant and sponsored entity customers. Collaborate and consult with Credit Officer team and leaders of the Business Execution team to develop and drive strategic underwriting initiatives to limit risk exposure, and create efficiencies and recommendations.

Confidential, Charlotte, NC

Senior Technical Writer

Responsibilities:

• Create internal procedural documentation for support, installation, and maintenance of the new Terminal Handler bank ATM system. Required technical writing for highly complex hardware and software, avoiding unclear language and improving approaches to facilitate issue resolutions and support implementation for transitioning from the old system to new hardware and software systems.

Confidential, Charlotte NC

Instructional Designer III

Responsibilities:

• Production of Instructional Design modules for all Spectrum products through Articulate Storyline and Rise modules.
• Technical documentation, presentations, technical workflows for Financial Risk Modelling Group.

Confidential, Greenville, SC

Technical Writer Contractor (remote)

Responsibilities:

• Technical writing assignment to update SAS requirements ( ) for FIS client Citibank.

Confidential, Charlotte NC

Technical Writer III

Responsibilities:

• Technical Documentation for project to convert from Salesforce system to new Charter proprietary system. Working with SMEs and documentation team to create technical documentation and procedural guides. business requirements, product conversions from Salesforce to proprietary system, communicating with SMEs and documentation team to create technical documentation and procedural guide tracked through SharePoint, Podio, JIRA and Atlassian software.

Confidential, Charlotte, NC

Business Systems Consultant

Responsibilities:

• Liaison between business stakeholders, project management, quality assurance, and software development teams requiring functional design documents and business requirements. Worked with internal customers, business stakeholders and SMEs to fully document requirements in an Agile environment. Collaboration to elicit, analyse, validate, specify, verify, prioritize, and manage detailed project deadlines building a basis of written functional documents, use cases, and end user guides.
• Incorporated data mapping and data flow diagrams within documents, based on direct interaction with various SMEs and other team members across the project. Responsibilities relied upon attention to detail to ensure successful software solutions addressing goals, needs, and the vision of the business. Also coordinated closely with QA to ensure testing. Coordinated solutions by the development team, escalating where necessary to meet deadlines.
• Developed relationships with subject matter experts to research and include input throughout the process of creating several new applications used by the Financial Crimes group.
• Assisted with the design of the user interface to create a user-friendly, intuitive GUI that would be easy for users to learn and operate.

Confidential, Charlotte, NC

Technical Writer (Contract)

Responsibilities:

• Technical writing for financial market in MadCap Flare, a single-source knowledge base incorporating system guides, user guides, release notes and a user-searchable online technical repository. Tasks also involved script writing/producing video e-learning modules and recording voiceovers.

Confidential, Charlotte, NC

Sr. Instructional Designer

Responsibilities:

• Develop and produce programs for marketing and product knowledge for nationwide dealerships selling Hyster and Yale forklift equipment. Software skills: Storyline 2, Adobe Creative Suite, Camtasia, MS Office, SharePoint, and coordinating release of SCORM to the classrooms and to the LMS.

Confidential, Charlotte, NC

Instructional Designer Wholesale Instructional Design Services (Contract)

Responsibilities:

• Team contractor working with blended web-virtual classroom format for Cornerstone compliance project reporting to Wholesale Business Solutions. Deliverables include development and maintenance of Cornerstone Learning 2.0 website as LOBs are onboarding and returning for new Cornerstone release .
• Web site content videos interactive exercises, special effects, and placement on Confidential on Demand (WFOD) channel. Included recording and editing of voiceovers.
• Required a variety of responsibilities including collaboration/consulting, needs analysis, writing, developing interactive web pages, multi-media production, release updates, and user surveys and testing to measure performance outcomes.

Confidential, Charlotte, NC

Corporate Trainer, Technical Writer and Instructional Designer

Responsibilities:

• Responsible for creating all technical user and customer documentation and material used in internet remote operations for intermodal transportation industry at major marine shipping ports. Trained and taught classroom instruction and on-site for personnel responsible for operating the workflow operations at marine ports and railroad facilities throughout the United States.
• Served as the company’s technical trainer for internal 24-7-365 for all remote support desk operations.
• Software experience with Adobe Premier, After Effects, Word, Excel, Dreamweaver, Captivate, PowerPoint, Visio, In-Design, Photoshop, and Adobe Creative Cloud.

Confidential, Charlotte, NC

Instructional Designer/Technical Writer (Contract)

Responsibilities:

• Knowledge Management initiative, created strategic, interactive e-learning courses dedicated to engaging and optimizing on-boarding e-learning Captivate modules for new interns, contract employees and new hires. Interactive modules designed to replace traditional classroom conducted by SMEs, with the goal of reducing onboarding periods and expenses.
• Collaborated with subject matter experts and operations management across Confidential locations for the purposes of gathering, documenting, designing, producing, and distributing a series of SCORM Learning Center courses with the first classes ready for use within four months.
• Produced Captivate modules of banking applications
• Project involved use of Adobe’s E-learning suite (Captivate, Photoshop, Audition, Illustrator, Premier). Course topics covered for quality assurance, finance, plus a variety of retail and institutional retirement investment products. Recorded video voiceovers.

Confidential, Charlotte, NC

Technical Writer (eLearning project) - (Contract)

Responsibilities:

• Created online help system for math system for teachers and students using Adobe RoboHelp and incorporating e-learning through Adobe Captivate.
• Captivate project included animation, graphs, sound effects, interactive student quizzes, and live concept instruction using a tablet PC.

Confidential, Charlotte, NC

Senior Technical Writer / Instructional Designer / Project Manager

Responsibilities:

• Responsible for writing business proposals, RoboHelp on-line help, release notes, printed and electronic software user documentation, manuals, Webcasts, User Help systems, user demos/exercises, on-line help for 401(k) or 403(b) recordkeeping systems for banks and trust plan administrators (TPA).
• Writer and Webinar/classroom trainer, business proposals, on-line help, printed and electronic software user documentation, manuals, Webcasts, User Help systems, Release Notes, Adobe Captivate interactive, and RoboHelp on-line documentation for recordkeeping systems. Created searchable online library of PDF documents. Information management of Web accessed product support. Documentation completion and maintenance working with team of programmers, Q&A, project management, subject matter experts, developers and executive management. Conducted Webinar live sessions and classroom for clients.
• Project manager coordinator of hardware/server configurations and computer builds for new and existing clients. Scheduled on-site technicians for initial, installations, upgrades, maintenance, and troubleshooting. Under a new business model, client hardware subsequently migrated into a new ISP environment to provide more cost-efficient operations and upgrades, providing single source standards to streamline the hardware environment.