Technical Trainer/Writer Resume

Title
Technical Trainer/Writer

Primary Skills
Training Consultant * Technical/Documentation Writer * Instructional Design * eLearning Developer * Project Manager

Location
US-GA-Alpharetta

Posted
Mar-18-09

Training Consultant * Documentation Writer * CBT/e-learning Developer * Project Manager
Specifically skilled relevant to new product rollout and territory management training. Consult at many Fortune 500 companies, including PG&E Corp., Kimberly-Clark, Lucent Technologies, and ING as well as those in government, pharmaceutical, education, utilities, and medical industries.

Established corporate training professional with extensive experience surrounding curricula development, technical/documentation writing, CBT/e-learning development, and project management. Use various learning platforms such as face to face platform training, live web-based training, and self-paced CBT/e-learning. Specialize in Siebel and SAP, yet experienced training Microsoft and Lotus Notes applications as well. Write curricula and assist with the selection of teaching materials and tools as needed. Utilize Camtasia and Captivate for e-learning. Working knowledge of many products including: Windows, Word, Excel, Access, Power Point, Outlook, QuickBooks, Adobe Acrobat, and Lotus Notes. Also familiar with Publisher, and Project.

Skills and areas of expertise include:
Technical Training/Training Delivery * Customer Relationship Management * Territory Management/Business Acumen * Technical Documentation Writer * CBT/e-learning Development * Instructional Design * Project Planning & Management * Curriculum Development * Best Practices Implementation

Consulting & Contract Roles

Trained across a broad spectrum of industries with a "Who's Who" list of clients, including :

GlaxoSmithKline * Novartis * Pfizer * Georgia Department of Transportation * Health Care Financing Administration (HCFA) * Department of Education * Cobb County * Bessemer Trust * Cox Communications * Pharmacia * Sanofi * Pacific Gas & Electric (PG&E Corp.) * Forest Labs * Ventiv Health * Pharmacia * Organon * Lucent Technologies * Kimberly Clark * NCR * ING * AGL Resources * Lippincott Williams and Wilkins * KOS * Jazz Pharmaceuticals * Emory/Crawford Long Hospital * Harris Corporation * NE Georgia Medical Center * McKesson

Scope of Training Skills

The following breakdown encompasses many short- and long-term consulting roles held over the last 12 years:

* Software Rollouts -- The following is only a spotlight on various software implementations:
1. Served as Lead Trainer for the global rollout of Siebel 7.8 to Harris Corporation's Broadcast Communication Division. Trained Beginner and Intermediate sales classes. Trained Call Center, Order Management, and Repair Center service classes. Classes took place in the US, Canada, United Kingdom, France, Australia, and Hong Kong.
2. Trained Northeast Georgia Medical Center Nurses and Patient Care Technicians (PCT) on new McKesson Horizon Expert Documentation (HED) clinical documentation software. Trained Critical Care Nurses on HED and the Data Acquisition System (DAS) which downloads vitals and heart rate from monitor directly into HED. Class topics included the following: Vital Signs, I&O, Clinical Profile, Allergies, Alerts, Pain Assessment, Assessments & Interventions, and DAS. Worked floor support during Go Live week.
3. Trained PG&E personnel during rollout of SAP R/3 upgrade and PM Module Implementation. Trained new SAP Inbox and Business Workflow, Dependency Management, Creating Notifications (CA-NO), Ordering Materials, and Job Closing. Training included PM (Plant Maintenance) and MM (Materials Management) modules.
4. Trained Jazz Pharmaceutical representatives during rollout of Siebel 8.0. Training included instructing representatives on laptop and handheld. This was Siebel's first implementation of a handheld that synchronizes to the server over a cellular signal.
5. Selected as a lead trainer for Forest Labs' rollout of new Pen Tablet hardware and SAP CRM software.
6. Trained Novartis SVPs, RVPs, DSMs, Managed Markets Account Managers, and Specialty/Mass Market Sales Representatives during rollout of Siebel 7.5.
7. Instructed GlaxoSmithKline General Pharma and specialty sales representatives on new Passport Plus software system and LotusNotes after the merger of GlaxoWellcome and SmithKlineBeecham.

Darleen N. Miller
Page Two

* Training Project Manager -- The following is only a spotlight on my project management experience:
1. Harris Corporation's Broadcast Communication Division rollout of Siebel 7.8 software. Responsible for Sales and Service Business Units. Interviewed Subject Matter Experts to determine needs. Developed Training Plans. Created Course Agendas and Outlines. Developed Reference Guides, Lab Exercises, Final Exercises, Template Examples, Training Databases, and Power Point Presentations. Wrote Trainer Notes. Recruited second trainer for Sales rollout and led Train-the-Trainer sessions for both Sales and Service. Compiled Course Evaluations and reported results to Project Managers overseeing the full implementation project.
2. Novartis rollout of Siebel 7.5 (The Edge) software. Responsible for Managed Markets division. Assisted with Mass Market/Specialty divisions. Led “Conference Room Pilot” for representatives and district managers who had been part of design review sessions. Served as Onsite Training Project Manager during rollout. Responsible for capturing and answering “Parking Lot” questions during 11 week rollout.
3. The Edge 3.0 Upgrade. Developed Training Plan and Project Timeline. Worked with various trainers to develop iPresenters, update training databases, update course guides, and create new trainer notes. Conducted Train the Trainer to update all Novartis trainers on Edge 3.0.
4. Edge Interactive (ProScape) Pilot. Worked with Accenture and Novartis Sales Trainers to develop training and edit course materials. Conducted Train the Trainer for Technical Trainers.

* Technical Trainer/Business Acumen Trainer - The following is only a spotlight on my training experience:
1. Software Training -- Windows, Microsoft Office Suite, Lotus Notes, and the following customized software systems for various companies: SAP R3 -- SAP Inbox, PM, AR and MM modules (PG&E), Compass - Cornerstone (Novartis), CIA - Cornerstone (Pharmacia), KOSTAR - Siebel (KOS), Vision - Cornerstone (Sanofi), PhasTrak (Ventiv Health), Passport Plus -- Siebel; MicroStrategy Reports; and Hyperion Reports (GlaxoSmithKline), FRXSell -- SAP CRM (Forest), The Edge -- Siebel 7.5 (Novartis), The Edge Interactive -- Proscape (Novartis), CRMSON -- Siebel 8.0 (Jazz Pharmaceuticals), Siebel 7.8 Sales and Service (Harris Corporation), and McKesson Horizon Expert Documentation (HED) and DAS (NE GA Medical Center).
2. Business Acumen Training -- Trained GlaxoSmithKline new hire representatives on business acumen skills. Training included completing a full territory analysis to identify the following: State of the Territory, how the representative is tracking towards goal, opportunities for growth, helpers and hurters, activity and competitive issues. Representatives then completed an action plan for their territory.

* Technical/Documentation Writer - The following is only a spotlight on my writing experience:
1. Harris Corporation -- Wrote Reference Guides, Trainer Notes, Lab Exercises, and Training Plans for Siebel 7.8 sales and service rollouts. Created PowerPoint Presentations for use in classes.
2. GlaxoSmithKline - Certified Documentation Writer. Created a variety of courseware including: curriculum and documentation for Access XP classes, trainer notes and reference materials for Excel web sessions for Regional Analysts, summary document and training steps for Quarterly Releases of Passport Plus software, and Microstrategy courseware for Regional Analysts. Also created Quick Reference Cards for the following: Home Wireless, WiFi, Cellular Wireless, Lookup System, speakerforum, FARM, and the Field Communications Center.
3. Novartis -- Created documentation for Conference Room Pilot sessions. Developed Quick Reference Cards for The Edge Interactive Pilot. Wrote storyboard for Pen Tablet PC CBT. Developed Trainer Notes for the following: US Managed Markets Siebel 7.5 rollout, The Edge Interactive Pilot, and The Edge 3.0 upgrade.

* Online/Web Training -- Led live web training sessions for GlaxoSmithKline Neurohealth RVPs & Clinical Specialists, Managed Markets Account Managers, Regional Analysts and General Pharma Sales Representatives using Present Online and WebEx platforms. Topics included Microsoft applications, customized software (Hyperion, MicroStrategy), proprietary applications, and territory management skills.

* CBT/e-learning Development -- Created CBTs for various proprietary applications utilizing Camtasia and Captivate software. Decided on course content, created outlines, wrote storyboards, and created CBTs both with and without voice over. Certified CBT/e-learning Developer for GlaxoSmithKline.

Darleen N. Miller
Page Three

* Miscellaneous -- The following is only a spotlight on some miscellaneous experience:
1. Created Summary Document and Training Plan for Quarterly Releases based on Design Documents.
2. Created Access Database for GlaxoSmithKline's Associate Trainer/Field Sales Trainer program.
3. Conducted system testing for: Ventiv Health PhasTrak system; Siebel 7.0 software for Roche; and De-Duplication Process for Purdue.

Contract Positions/Professional Experience

Extraprise (Harris Corporation) * December 2007 - present
The Knowledge Centre (GlaxoSmithKline) * 2001 - 2008
Certified General Pharma, HIV, Vaccines, NeuroHealth, Managed Markets and Oncology Trainer
Certified Documentation Writer
Certified Present Online and WebEx Trainer
Certified CBT/e-learning Developer
The Training Associates (PG&E) * August 2007 - October 2007
Dendrite (Novartis, Ventiv Health, Sanofi, Pharmacia, Purdue, Roche) * 2000 - 2007
C3i (KOS) * January 2006
Global Knowledge (Forest Labs) * May 2005 - July 2005
Intellisoft (Emory/Crawford Long Hospital, NE GA Medical Center, McKesson) * 2001 & 2007 - present
TrainTracs (Pfizer) * September 2001
Kaplan Communications (Bessemer Trust) * January 2001 - March 2001
Lucent Technologies * January 2001
Catapult, Inc. * 1998 - 2000

Education & Certifications

Bachelor of Music, Music Therapy, Florida State University, 1995
Minor: Psychology

Memberships

Member, American Society for Training & Development (ASTD)

Certifications
See above


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