Experience

U.S. Census Bureau

Analyze past efforts and created training plans for five operational areas.
Create and maintain training development schedules.
Served as a subject matter expert in the transition from classroom (verbatim) to hybrid training that consisted of online training, classroom training, and field exercises.

Designed, produced and maintained a variety of documentation for both technical and non-technical audiences, including process documentation, user guides, job aids, technical references, API documentation, blog posts, and training materials
Redesigned and managed the SuperShuttle intranet
Built and managed surveys
Instrumental in implementing the Airport Mobile Self Check-In feature introduced in late 2014
Designed and implemented product-specific templates (SuperShuttle, ExecuCar, zTrip, SuperTaxi)

Created a Care-to-Cash Playbook for Rural/Metro Corporation, including data flows, process flows, and procedures
Produced end-user documentation for a performance review system

Culled a support wiki to extract key support issues and produce standardized documentation to support each
Collaborated to design a SharePoint site
Worked with SMEs to create documentation for a disaster recovery plan

Served as Senior Technical Writer and Communications Manager
Acted as a final reviewer and gatekeeper for all internal and external communications, ensuring each communication was properly formatted in an approved template and adhered to corporate standards for style, content and voice
Developed documents and communications for every organizational team, including IT assessments, executive communications, online help systems, marketing materials, user guides, contracts, RFPs, proposals, policies, procedures and project documents
Collaborated extensively with SMEs to collect and present information to target audiences
Developed all advertising materials, including ads for print and electronic publications, billboards, bus signs and other media
Responsible for gathering the content and building a complete set of marketing collateral
Wrote press releases and worked with executives to create and publish an executive newsletter

Developed and implemented a strategy and procedures for migrating documentation from Microsoft Word to Author-it
Attended design review meetings, researched new products and features and documented product fixes and enhancements for regular software releases
Created and managed release notes for each release
Mentored less experienced team members
As a subject matter expert, provided analysis and recommendations for best practices and procedures, identified potential obstacles to success and assisted with the analysis and implementation of new tools and features
Implemented F1 (context-sensitive) help systems

Interviewed clinical staff, hospital executives, business users, developers and other subject matter experts (SMEs) to produce documentation for hundreds of healthcare-related reports, including process flows and test steps for each report
Reviewed and standardized technical and end-user documentation
Created effective forms and templates for gathering project-related data

Documented SQL databases and produced end-user documentation in the form of a user guide for armored services administrators and providers
Worked with SMEs to capture database and application knowledge to produce comprehensive documentation
Hospitality Solutions International (now Oracle Hospitality)
Interviewed and collaborated with support, quality assurance, developers and business users to develop an array of documentation for point-of-sale applications, including technical references, requirements documents, technical specifications, marketing announcements, online help systems, user guides and process flows

Developed policy and procedures manuals
Created and maintained matrices and technical references for software products
Developed application test plans (ATP) for a document management system
Mapped database fields to the documents that use those fields for output
Maintained a document library consisting of hundreds of legal, procedural and training documents
Helped manage a team of eighteen application testers

Interviewed retiring managers to capture and combine their knowledge and produce process and procedure manuals
Copper Key Technologies (defunct)
Interviewed and collaborated with developers, executives and business users to gather requirements and information
Developed and maintained documentation and business support tools, including online help, user guides, training materials, presentations, fact sheets, application test plans and other collateral
Arizona Department of Economic Security
Produced a several hundred page user guide for a mainframe case management application
Collected source materials, interviewed subject matter experts, mapped business processes and created documentation

Designed and produced user guidelines for Microsoft Outlook
Prepared a user guide for Microsoft NetMeeting
Developed a communication tools brochure that assisted people in selecting the appropriate tool for each of their communication needs
Responsible for organizing and managing team collaboration, including scheduling meetings, collecting source materials and soliciting feedback

Developed printed end-user documentation and training materials for the implementation of a J.D. Edwards OneWorld purchasing application for a national non-profit association
Counseled management and staff on improving existing documents to ensure better user comprehension and retention
Wrote requests for proposals (RFPs), policy and procedure documents and forms to gather information throughout the purchasing process
Thunderbird School of Global Management (formerly Thunderbird, The American Graduate School)
Developed training and documentation for newly implemented software solutions, including user guides, presentation materials and promotional materials
Developed an e-course, designed to acclimate students with online learning and the e-learning tools and developed online help and user guides to support this new learning environment
Managed all documentation associated with the convergence of a group of intranet applications to a single intranet application supervised student workers

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