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EDUCATION University of Minnesota, Bemidji, MN B. S. English; Learning Disabilities/Reading CertificationLearning Management System Administrator Certification (HCA Healthstream LMS)TOOLS (Street Address + Years) Adobe Captivate, Acrobat, Photoshop, Illustrator, RoboHelp, FrameMaker; MS Office; MS Visio; Indexing (Word, Help, FrameMaker); Atlassian Confluence for Wiki sites; JIRA & SharePoint; ADDIE (Analyze, Design, Develop, Implement, and Evaluate); TTS scripts for video narration. Documenting Software/Hardware Asset Management, Configuration Management, Change Management, SOPs, SLAs, Cross-Functional Process Flow diagrams.EXPERIENCE08/10/21  03/18/23 Nation Safe Drivers, Headquarters, Boca Raton, FLEric Sharfstein, Claims Manager, NSD (Nation Safe Drivers)Email: EMAIL AVAILABLE> PHONE NUMBER AVAILABLETechnical Writer/Instructional DesignDeveloped user guides for new software applications.Developed online multi-media training modules that helped corporate trainers train and qualify NSD Claims representatives and NSD Dispatch staff to perform their roles per requirements defined by corporate contracts with external business partners.Developed all content by hands-on use of the software, performing all tasks required by each user role, such as Claims and Dispatch. Recorded videos and/or screenshots of each step (and result) that I performed.Reason: New management made the decision to terminate all contractors.04/08/19  08/09/21 NextEra Energy, Program Management Office Headquarters, Juno Beach, FLScott Black, Cyber Information Protection Manager, NextEra EnergyEMAIL AVAILABLE PHONE NUMBER AVAILABLESusan Hong Nguyen-Nelson, Electrical Engineer, Lead PD Project Manager, NextEra EnergyEMAIL AVAILABLE PHONE NUMBER AVAILABLETechnical Writer/NERC CIP Docu Manager (Cyber Information Protection) Instructional DesignDeveloped multi-media software training videos hosted by Corporate LMS.Developed online training modules that helped BU (Business Unit) managers train and qualify NextEra Energy hardware and software engineers perform their roles per requirements and specifications defined by NERC (National Energy Reliability Corporation) and maintain compliance with corporate CIP (Cyber Information Protection) standards, policies, cyber security, and operation procedures.Developed quizzes for each training module, based on CIP knowledge that each BU Manager flagged as mandatory.Developed SharePoint site for +300 NERC CIP documents and provided metrics for exported reports.Assigned Corporate LMS modules (NERC CIP) to individual engineers, and tracked completion status or pass/fail scores recorded in the LMS after the engineer completed the module.Enabled NextEra Energy to pass annual audits by NERC (National Energy Reliability Corporation) by preparing engineers to answer live questions posed by NERC auditors about CIP (Cyber Information Protection) documentation and procedures.Received training in ServiceNow, which replaced SharePoint as the corporate CMS.Reason: Final contract extension scheduled to end 12/31/2021. Resigned early 07-26-21.04/17/17  04/05/19 Palm Beach Sheriffs Office, PMO (Program Management Office), West Palm Beach, FLChris Beesley, Deputy Sheriff, PMO Manager, PBSO (Palm Beach Sheriff's Ofc)EMAIL AVAILABLE Desk: PHONE NUMBER AVAILABLE Cell: PHONE NUMBER AVAILABLETechnical Writer/Instructional Designer (Training) - Software ApplicationsDeveloped multi-media software training videos, user guides, and quick reference guides that helped BU (Business Unit) managers train and qualify Sheriffs Deputies to perform their roles per requirements and specifications defined by PBSO and to maintain compliance with PBSO standards, policies, and operation procedures for handling incidents.Partnered with the PMO (Program Management Office) to provide blended training (classroom blended with training videos) for each user role, and provided training videos available from laptops mounted in each patrol vehicle, in case a deputy required training refreshment.Collaborated with Developers to add embedded (tooltip) help for software fields, tabs, and buttons.Documented policies and procedures for external vendor management, SOWs (Statements of Work), and internal SLAs (Service Level Agreements) for Customer/System Support.Developed all video/user guide content by hands-on use of the software, performing all tasks required by each user role. Recorded videos and/or screenshots of each step (and result) that I performed.Reason: 2-year contract ended; 4 software documentation projects completed.07/05/16  04/14/17 Chromalloy Gas Turbine, LLC, 3999 RCA Blvd Palm Beach Gardens, FL 33410Brian Clark, Global Business Systems Manager, ChromalloyEMAIL AVAILABLE PHONE NUMBER AVAILABLETechnical Writer/Instructional Designer (Training) - Software ApplicationsDeveloped multi-media software training videos and user guides for engineering software applications for NPD (New Product Development) and QMS (Quality Mgt Systems).Performed blended training (classroom blended with training videos) for each user role.Developed all video/user guide content by hands-on use of the software, performing all tasks required by each user role. Recorded videos and/or screenshots of each step (and result) that I performed.Reason: Accepted another Tech Writer position.09/02/14 - 07/01/16 RennovaHealth Medytox Information Technology Inc. EIN 84-1185682400 S Australian Ave Suite 800 West Palm Beach, FL 33401Thomas Laussermair IT Director at Rennova HealthEMAIL AVAILABLE PHONE NUMBER AVAILABLETechnical Writer/Instructional Designer (Training) - Software ApplicationsDeveloped multi-media software training videos, context-sensitive online help, quick reference guides, and user guides for EHR software applications (Clinical and Rehab).Captured current business workflow processes to identify required changes or automation.Created a Wiki site for RennovaHealth Documentation for all software applications.Created software release notes from JIRA (issue/project tracking, doc management).Developed SOP (Standard Operating Practice) documents and online forms.Developed all content by hands-on use of the software, performing all tasks required by each user role. Recorded videos and/or screenshots of each step (and result) that I performed.Reason: Accepted another Tech Writer position.07/01/03 - 04/30/14 Parallon Workforce Management  HealthTrust Workforce Solutions EIN 61-12735831000 Sawgrass Corp Pkwy Sunrise, FL 33323 PHONE NUMBER AVAILABLEFred Jeffrey, CIOEMAIL AVAILABLE PHONE NUMBER AVAILABLETechnical Writer/Instructional Designer (Training) - Software ApplicationsDeveloped context-sensitive (page-level) online help, quick reference guides, user guides, implementation and administration guides, for 8 software applications.Developed online software training videos that helped the Corporate Training Director train end users to perform their roles per requirements and specifications defined by HeathTrust and maintain compliance with HIPPA and with corporate standards, policies, and operation procedures, and to pass audits by the OIG (Office of Inspector General), HQIP (Healthcare Quality Improvement Partnership), and JCAHO (Joint Commission on Accreditation of Healthcare Organizations).Performed remote and classroom training for a software suite of 8 applications.Collaborated with corporate LMS (Learning Management System) staff to host instruction modules so that any BU (Business Unit) manager could assign any LMS module to individual employees, and track completion status or pass/fail scores recorded in the LMS after the employees completed quizzes designed for each module, based on knowledge that the BU flagged as mandatory.Collaborated with Developers to add embedded help for software fields, tabs, buttons.Diagrammed current business workflow processes so management could identify redundant or manual processes for streamlining and/or automation. Interactive meetings with SMEs who were selected and delegated by each BU manager allowed us to identify current business workflow processes, display the workflow on a wall monitor during the interactive work session, and achieve agreement from all participants about the accuracy and completeness of the business process workflow diagram. After we identified and documented the ACTUAL business process workflow, we then edited the workflow diagram to represent the ideal process that would improve either the efficiency or the outcome of the workflow process, and we called that a PLAN. The result of each interactive work session was two-fold: one business process workflow diagram to show ACTUAL, and another workflow diagram to show the ideal PLAN.Collaborated with Business Analysts and SMEs to identify functional requirements.Collaborated with QA Analysts to write Functional Tests for enhancements and fixes, and to write User Acceptance Tests (before release to QA).Worked with BAs and Developers to improve redundant data entry (and opportunity for duplication and error) so that many data fields would populate with dynamic data because we implemented target-to-source mappingmapped target fields to key source fields or creating algorithms to calculate values obtained from one or more key source fields.Worked with DBAs (Database Analysts) to create a separate Training environment on the main server so that the Training Director (and all Training staff) had all 8 software applications and also transaction data that showed all the business process workflow performed by HealthTtust staff. My job was to change the real names of all fixed data, such as real facility names, real personal names and addresses, and other entities, to fictional names, and then to map all the real transaction data (business process workflow) to the source data (previous real fixed data such as real facility names) so that the Training environment was 100% fictional. The fictional Training environment was my source for software training videos for Trainers to use and also software demo videos for Account Execs to use as demos.Developed all content by hands-on use of the software, performing all tasks required by each user role. Captured videos and/or screenshots of each step (and result) that I performed.Developed SOP (Standard Operating Practice) documents and online forms.Reason: Parent (HCA) replaced Parallon software, developers, DBAs, BAs, and tech writer.