SUMMARY OF QUALIFICATIONS

• Seasoned Technical Writer with twenty-five years of proven experience producing quality documentation in standard electronic and print formats.
• Successful Instructional Designer with over ten years of experience developing and writing eLearning courses using the ADDIE process model.
• Accomplished Project Manager with the ability to work multiple tasks and meet deadlines while producing quality results.
• Experience writing training materials, policy and procedures, video and audio scripts, product guides, instructional and warning decals, software and system documentation, user instructions, and continuing educational materials.
• Experience interviewing subject matter experts to create detailed instructions and processes.
• Experience creating and editing images with various graphic software packages.

TECHNICAL WRITING 

The Standard Insurance Company, Portland, OR, August 2016 to Present.
Senior Technical Writer with the Process & Project Management Department . Continually improve the deployment of projects by developing and implementing quality documentation. Rapidly and accurately provide on demand documentation including Manuals, Job Aids, Procedural Guidelines, and Process Maps. Provide Process Architects, Technical Writers,  Standard team members and on-boarding process professionals with a dynamic Wiki reference guide to effectively and efficiently produce process and procedure documentation.
Environment: Microsoft Visio, Word, Excel, PowerPoint, Office, SharePoint, OneNote and Adobe Acrobat.

Kaiser Permanente, Portland, OR, August 2015 to July 2016.
Contract assignment through ATR International Inc. to write and produce data processing policies and procedures for the Commercial Risk Adjustment Operations team. Interviewed Subject Matter Experts to gain insightful information and develop processes. Collaborated with management to establish content, priorities and due dates. Created workflows with Visio to illustrate procedures.
Environment: Microsoft Visio, Word, Excel, PowerPoint, Office, SharePoint and Adobe Acrobat.

The Standard Insurance Company, Portland, OR, October 2014 to August 2015.
Contract assignment through Volt, to map, develop, and write procedural documentation for a new line of insurance products. Analyze business processes to identify gaps between present and future state procedures. Manage key process documentation including process maps, narratives, role and responsibility matrices, metrics, and management oversight inventories. Develop and maintain standardized naming convention, templates and documentation management system using SharePoint.
Environment: Microsoft Visio, Word, Excel, PowerPoint, Office, SharePoint and Adobe Acrobat.

AEC Inc., Sandy, OR, November 2011 to April 2014.
Evaluated engineering documentation including blueprints, drawings, schematics, diagrams and photographs to develop and write business-jet maintenance and cabin manuals. Wrote and revised modules from the content management system to produce new publications. Continually reviewed aerospace industry standards and regulations to ensure manual compliance. Coordinated with technical illustrators to develop new and improved diagrams and drawings.
Environment: Microsoft Office, Word, Excel, Adobe Acrobat, Framemaker, Filemaker and proprietary content management system.

U-Haul International Inc., Loss Prevention Department, Phoenix, AZ, May 1997 to December 2007.
Wrote and produced truck, trailer and towing instructions provided to over seventy million customers who annually rent U-Haul equipment. Wrote employee operation manuals, policy and procedures, and training programs. Interviewed subject matter experts to develop written manufacturing and workflow processes. Researched and developed manuals based on federal regulations, such as the National Highway Traffic Administration, the Occupational Safety and Health Act and the Americans with Disabilities Act for corporate compliance programs.
Environment: Microsoft Word, Access, Excel, Visio, PowerPoint, Adobe Acrobat and CorelDRAW.

INSTRUCTIONAL DESIGN

ed2go|Cengage, (Remotely), May 2004 to November 2016.
Developed, designed, implemented and taught an online CorelDRAW class, which was provided to over a thousand colleges throughout the United States, Canada, and Australia. Wrote twelve self-paced lessons that included a syllabus, quizzes, FAQ, assignments, graphics, and reference materials while adhering to the publisher’s precise writing style and format. Created original graphics including screen capture animations and coded text with html tags. Produced a course-release media packet containing individual lesson objectives and summaries, a news release, short and long course descriptions and a class announcement for use in catalogs, class schedules, and other college publications.
Environment: CorelDRAW, Corel Photo–Paint, Microsoft Word and proprietary courseware.

Xerox Corporation, Wilsonville, OR, April 2014 to October 2014.
Contract assignment through Genuent, to develop and produce an eLearning course for new products using the ADDIE instructional design process. Interviewed subject matter experts and reviewed service manuals, user guides and product development specifications to write course materials for internal and external Xerox service personnel. Wrote lesson plans, video and audio scripts and developed and produced multimedia course materials including audio and video productions, photographs and illustrations. Assembled lessons, quizzes and media files using proprietary courseware.
Environment: Microsoft Office, Adobe Flash, Acrobat, Illustrator, InDesign and proprietary courseware.

PROGRAM MANAGEMENT

U-Haul Technical Center, Tempe, AZ, December 2007 to October 2011.
Managed the corporate instructional and warning decal program by developing, revising and maintaining decals for U-Haul trucks, trailers, and equipment.  Assembled each decal using required specifications for production by a commercial printer, while also sustaining the “U-Haul” look and regulatory compliance. Determined decal placements for new and existing products and created production designs using Adobe Illustrator, Photoshop and Acrobat for use in manufacturing plants. Created decals in recognized standards and formats, including the America National Standards Institute (ANSI), while effectively communicating the proper use of U-Haul equipment to customers. Facilitated decal material testing in an effort to improve adhesion and durability for various weather and environmental factors.
Environment: Adobe Illustrator, InDesign, Acrobat, Photoshop, Microsoft Word, Excel, PowerPoint, Excel, SharePoint, and Visio, and proprietary content management system.

PREVIOUS POSITIONS

Technical Writer, Bank of America, Phoenix, AZ, October 1996 to April 1997.
Application Programmer, Comptuer Task Group, Phoenix, AZ, May 1995 to September 1996
Policy and Procedure Writer, Division of Child Support Enforcement, May 1992 to April 1995

SOFTWARE SKILLS

Microsoft: Office, Visio, Word, Excel, SharePoint, Access, OneNote and PowerPoint.
Adobe: Framemaker, Illustrator, InDesign, Photoshop, Acrobat, and Dreamweaver.
Corel: CorelDRAW and Corel Photo-Paint.
Operating Systems: Windows and MAC OS.
Web Design: WordPress and HTML coding.

EDUCATION

University of Arizona, Tucson, Arizona, 1987, B.F.A., Major:  Media Arts.

CONTINUING EDUCATION & TRAINING

The Standard, OneNote, May 2018
The Standard, 8 Wastes of Lean, March 2018
The Standard, SharePoint Introduction to TeamSites, December 2017
The Standard, Lean 101, April 2017
Newspace Center for Photography, iPhone Photography, October 2015
NWFC School of Film, iFilmmaking: Shooting Tips and Tricks, February 2015
NWFC School of Film, iFilmmaking: Editing Tips and Tricks, January 2015
AEC Inc., ISO 9001:2008 Quality Management System Boot Camp, November 2011.
University of Wisconsin, College of Engineering and Department of Engineering Professional Development, Using Warnings & Instructions to Increase Safety & Reduce Liability, March, 2011.
U-Haul University, Project Management Fundamentals, September 2009.
Education to Go, Introduction to Dreamweaver, December 2007

PUBLICATION AND PROJECT HIGHLIGHTS

The Standard Insurance Company

• Assist in the development of a company-wide Knowledge Management system to provide easily accessible learning materials for a variety of users, that meets specific technical and business requirements and is flexible enough to grow and change as the company introduces new products, services, and systems.
• Future State Processes and Procedures for a New Vendor Life Insurance product.
• Current State Long and Short Term Disability Vendor Processes and Procedures
• Voluntary Division Current and Future State Process Procedures and Workflows

Kaiser Permanente

• Desktop Data Processing Procedures, Workflows and References

Xerox Corporation

• Phaser 6020/6022 Printer and WorkCentre 6025/6027 MFP Service and Support Training

AEC Inc.

• Bombardier Challenger 605 Supplemental Maintenance Manual, continuous production editions
• Bombardier Challenger 605 Cabin Handbook, continuous production editions

Education to Go

• Introduction to CorelDRAW 12
• Introduction to CorelDRAW X3
• Introduction to CorelDRAW X5

U-Haul International

• Decal Control Data Base System developer and program manager
• Decal Durability testing coordinator.
• Americans with Disabilities Manual
• The Trailer Brake Reference Guide
• Deposition Guide Book
• Loading Ramp Inspection Procedures and Forms
• U-Haul Safety Manual
• Hand Control Installation Instructions
• The RV Trailer Reference Guide Scene Investigation Forms
• Slip and Fall Guide and Investigation Forms
• The Tow Dolly Reference Guide
• The Towing, Trailer and Truck Learning Guide
• Series 12 Warn Winch Control Pack Wire Rerouting Instructions
• U-Haul Hook Up Book, annual editions (contributor)

Bank of America

• Bank of America Sales Consultants Policy and Procedure Manual
• Sales and Telemarketing Training Manual

Division of Child Support Enforcement

• Project lead – Document Generation Team
• Arizona child support technical and program adviser Paternity and Interstate program adviser