Technical Writer/Trainer Resume

Title
Technical Writer/Trainer

Primary Skills
IT Systems, Writing, Training, Project Management

Location
US-NV-Las Vegas (will consider relocating)

Posted
Mar-13-09

Education:

BA, Communications -- Chapman University, Orange, CA
MA, Political Science -- California State University San Bernardino, San Bernardino, CA
California State Teaching Credential
Certificates in: Installing Windows XP, Resolving issues with Windows OS and Office Applications, MS Excel, MS Visio, etc.

Work Experience:

Technical Writer/IT Recruiter
2/2008 -- 2/2009 IT Strategies International, Las Vegas, NV
§ Promoted to IT Recruiter 9/2008 (qualify and submit high quality candidates for hire). Originally hired to learn and document the Software Development (SDLC) of LVVWD's conversion from PeopleSoft to Oracle/SPL Customer Care & Billing (CC&B) for client at the Las Vegas Valley Water District. Document servers and databases, policies and procedures, etc. related to the project. Created Visio flowcharts, technical documents, etc. as necessary. Recently downsized with most of the team.

Training Conference Manager
8/2007 -- 11/2007 Nevada Psychiatric Association, Las Vegas, NV
§ Managed numerous projects related to the 3-day annual Psychopharmacology Update conference, including curriculum development, accreditation, grant requests, speaker contracting and registration. Scheduled and coordinated trainers for multiple and simultaneous training sessions (30 sessions in 3 days). Arranged for AMA PRA Category 1 medical professional credits. Compiled all training materials into comprehensive conference notebook with all supplemental materials. Met with subject matter expert doctors to discuss and determine course curriculum, training materials, etc. Arranged travel discounts with airlines and hotels, scheduled entire itinerary, created registration databases, etc.

Training Center Manager
6/2006 -- 2/2007 LexisNexis, New York, NY
§ Scheduled and coordinated all training sessions for 5 busy training rooms and the Executive Briefing Center, tracked and evaluated all training, met with trainers, supervisors, managers, and students to review training materials and processes, developed site location maps and additional materials. Worked closely with HR to schedule company-wide training and awareness programs. Scheduled catering, IT, & audio/visual requirements for high-level executives. Registered students and assisted in training where necessary. Managed, inspected and resolved numerous issues related to the construction of new Executive Briefing Center (EBC) & Permanent Learning Center (PLC), videoconference meeting rooms (some linking to London and Amsterdam) and training rooms, including networked audio visual, teleconference, computer and network equipment. Designed and created all support documents, manuals, policies and procedures, as well as spreadsheets to track equipment inventory and maintenance schedules.

VISIO Flowchart Designer/Technical Writer/Business Analyst
9/2005 - 1/2006 News America Incorporated, New York, NY
§ Worked with a small team in downtown Manhattan to research and document network and work flow process & controls in anticipation of annual Ernst & Young audit for Sarbanes-Oxley compliance. Created workflow and network diagrams using VISIO based on research and in-person interviews with various levels of staff. Strong interpersonal and technical skills were required.

Teacher (classroom) - Adult Education
5/2003 - 9/2005 Los Angeles Unified School District, Los Angeles, CA
§ State of California Credentialed Teacher for Adult Education on Computer-related subjects. Designed courseware and taught classroom courses to Adults on evenings and weekends. Courses included: Microsoft Office (basic and advanced), Introduction to Computers, Computer Repair, Software Installation, Network Building, etc.

Technical Writer/Web Content Editor
1/2003 - 4/2003 Union Bank of California, Los Angeles, CA
§ Created object migration instructions, wrote reports and tracked progress on corporate Web site updates. Used Vignette to create various web components for 1800+ page corporate web site (57 wireframes, hundreds of graphics). Also created/edited numerous workflow, tracking and progress documents used in the creation of the site and edited web content.

Trainer/Courseware Developer/Technical Writer
9/2002 - 12/2002 Cedars-Sinai Medical Center, Los Angeles, CA
§ Created presentation and training materials. Trained doctors, nurses and staff at all levels on new proprietary computer system for Cedars-Sinai Hospital in Los Angeles. Tested and suggested improvements to User Interface & system.

Corporate Trainer/Communications SpecialistTechnical Writer
9/2001 - 9/2002 Southern California Edison, Irwindale, CA
§ Learned a variety of proprietary electricity usage management software to design manuals, courseware, and conduct corporate classroom training to employees and customers. Received certificate of training for PowerPoint.

Technical Writer/Tester/Analyst
11/2000 - 9/2001 LogiGear, Foster City, CA
§ Tested new software for web software database company & wrote TRACKGEAR 2.5 Administrator / User Manual, install guides, etc.

Technical Writer/Web Content Editor for HOTWIRE.com
6/2000 - 11/2000 Scient E-Commerce, San Francisco, CA
§ Wrote 85% of www.hotwire.com. Streamlined project, keeping deadlines. Created and edited web page content, online help, reviewed web site “front-end” interface for consumer usability and “back end” functionality. Worked with other team members to create Hotwire, the e-commerce web site for booking airline tickets and hotels online. Promoted to lead Content Strategist mid-project.

Technical Writer/Business Analyst
2/2000 - 5/2000 Dresdner RCM global investing firm, San Francisco, CA
§ Used Microsoft Word and advanced features extensively and some PowerPoint and Excel. Designed the growing IT department by writing the firm's first comprehensive IT manual. Conducted interviews and business analysis to develop general policies, procedures, SDLC, change management, forms, etc. based upon local history and industry standards. Wrote 245 pages in 2 months including screenshots, graphics, etc. § Rehired for a second project creating various documents related to network and data security issues (install, maintenance, technical, etc.).

Technical Writer/Staff Modeling/Business Plan Developer
9/1999 - 11/1999 County of Orange, Planning & Development Services Division, Santa Ana, CA
§ Used Microsoft Word extensively for business analysis, staff modeling, technical writing, etc. to produce business plan outlining the separation of one county division into two divisions, including the allocation of all network assets between the 2 new divisions.

Trainer/Technical Communications Strategist
3/1999 - 9/1999 Kaiser Permanente, Walnut Creek, CA
§ Created communications strategies and materials for the California IT Y2k Project Office to diverse target audiences for Y2k-related issues. Business Analysis, surveys, marketing, PR and technical skills. Wrote communications for 14 local service areas. Delivered seminars and training sessions on technical issues and progress.

Call Center Support/Trainer
10/1998 - 3/1999 UCSF Stanford Medical Center, San Francisco, CA
§ Provided phone center and in-person desktop/LAN support. Analyzed technical support and Call Center procedures to develop training guides, business procedures, and manuals. Converted documents to Adobe Acrobat files for web use. Edited web content, screen shots, graphics, etc.

Project Manager/Trainer/Technical Writer
6/1997 - 10/1998 Shell Oil, New Zealand, Papua New Guinea, & Guam
§ Designed, managed & documented Windows 95/NT Server rollout to all computers throughout the country of New Zealand for the worldwide Shell Group of petroleum companies (known as Shell Oil in the USA) and to train all employees on the new system. analyzed business needs, planned for and created installation and troubleshooting procedure documents, wrote reports and presentations, developed budget proposals, resolved issues and promoted the migration from Windows 3.1, etc. Created NT servers and networks as necessary.
§ Scheduled training for all staff on the new system and designed all training materials, including the creation of web-based help for new users (81 Web pages, 500+ graphics).§ Rehired to repeat procedure in Papua New Guinea, interfacing with Novell servers.
§ Rehired to repeat procedure in Guam, which had no network to begin with. In addition to the above, designed and installed T-1 lines, fiber optic cables, routers, hubs, NT servers, and addressed all network connectivity issues throughout the island. Documented and created flowcharts for the entire network structure.

Technical Writer/LAN Analyst/Desktop Support
2/1997 - 6/1997 Pacific Gas & Electric, San Francisco, CA
§ Lead support technician and project manager for company-wide rollouts of Windows 95 on Banyan Vines/Novell/NT network. Wrote troubleshooting guides, technical documentation, end user manuals, etc. Rolled out computers to over 40 floors in 5 different buildings.

Call Center Manager/Replacement Technician
9/1996 - 2/1997 McCutchen, Doyle, Brown & Enerson law firm, San Francisco, CA
§ Filled in for Call Center manager who was on medical leave for a surgical operation. § Continued working Call Center occasionally on nights and weekends after manager's return until February of the following year, filling in for night and weekend shifts until a new full time employee was hired.

LAN Administrator/Project Manager
3/1996 - 9/1996 Union Bank of California, San Francisco, CA
§ Created numerous documents and spreadsheets. Troubleshooter for PCs/LAN/WAN, installed HW/SW on workstations, office administration, etc. Documented install and troubleshooting procedures for technicians and wrote reports for upper management. PM for software rollouts and network merger as Union Bank merged with Bank of California to become Union Bank of California.

Director, Technical Services Division (Call Center Manager)
1/1994 - 3/1996 Talking Technology, Incorporated (TTI), Alameda, CA
§ Reported directly to president. Trained and supervised 12 Call Center tech support personnel and trained customers, oversaw return requests (saved over $200,000), responded to VIP clients. Wrote scripts for Call Center personnel. Wrote/edited technical manuals and product instructions to simplify complex concepts, tracked and wrote FAQs for integration to fax-back system, web site and development projects. QA new software products and wrote context sensitive help.

Audio/Visual & IT Technician
6/1991 -- 1/1994 Worked freelance for a variety of hotels & corporations
§ Audio/visual and computer setup for presentations in quality hotels such as Ritz Carlton, Mayflower (Washington, DC) and Westin St. Francis (San Francisco).
§ Set up and configured network workstations, wrote simple instructions and manuals for operators of new systems as needed on client workplaces.

Classroom Teacher (substitute)
9/1990 -- 6/1991 San Bernardino & Riverside Counties, CA
§ Taught assigned courses filling in for absent teachers as needed.

Certifications
California State Teaching Credential
Certificates in: Installing Windows XP, Resolving issues with Windows OS and Office Applications, MS Excel, MS Visio, etc.


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