Technical Communicator Instructional Designer in Phoenix AZ Resume Debra Gabriel

Debra Gabriel

[email protected] www.linkedin.com/debragabriel/en 602.469.5759

Phoenix, AZ area

SUMMARY Seasoned visual & technical communicator / instructional designer with strong business process and analytic experience, thrives in cultures of corporate, as well as geographical, diversity.  SDLC documentation experience includes functional / non-functional requirement specification, user stories, metrics, reporting; software / hardware manuals / guides: installation > configuration > administration > user > reference.  Usability testing / user interface design, style specification, style guide development.  Internal & external business communication: analysis > strategy > planning > execution > delivery > evaluation.  Content management. Embedded online user assistance. Self-directed eLearning.  Knowledge / information architecture > design > development > illustration > editing of project and operations documentation.  Business management, consulting, RFPs. Over fifteen years’ experience with each of these tools: Adobe Acrobat Professional, Technical and Creative Suites. Captivate, Camtasia Studio, Microsoft Word, Excel, Outlook, PowerPoint, Project, SharePoint, SharePoint Designer, Publisher, Visio, Access. eLearning and content management tools (LMS/CMS): Drupal, Joomla, Moodle, ShareKnowledge. CRM: Oracle, Sage SalesLogix, SAP, XML. ClearCase/ClearQuest, intranets, SnagIt, SVN, wikis. RELATED & TECHNICAL SKILLS (15 years or more with each skill listed)  Communicating effectively with stakeholders & management  Interviewing to build relationships, elicit requirements, resolve issues  Project management

 Instructional design & training

 Participatory strategic planning

 Content & knowledge management

 Usability: observation, heuristics

 Business/systems/application analysis

 Rapid prototyping & wireframes

 Business process mapping & optimization

 Information Mapping™

 Problem & incident management

 Technical writing & illustration

WORK HISTORY Instructional Designer / Developer III | Software Simulations | Slide Presentations. Intel Corporation, Chandler, AZ 2014 Developed electronic performance support products deployed alongside enterprise applications enabling improved workforce performance and productivity. Support tools run side-by-side with applications, or help is embedded into a product’s user interface. Built software simulations and slide presentations allowing users to navigate learning tools the same way they do a software product or website. Migrated data to Joomla CMS with content stored in reference library and on development server. Camtasia, Captivate, Microsoft Office, SharePoint, SnagIt, SAP Supplier Relationship Management. Instructional Designer | eLearning | Microsoft Dynamics CRM. PulteGroup, Tempe, AZ 2013 to 2014 Developed self-directed eLearning modules for a new CRM system replacing Oracle’s Siebel OnDemand CRM. Interactive video tutorials, software demonstrations, and Acrobat quick reference guides (QRGs) managed on ShareKnowledge LMS. Developed business process for using, administering, and maintaining user licenses, content, and grading in LMS. Adobe Captivate, Microsoft Dynamics CRM, Microsoft Office, SnagIt. IT Applications Analyst III, Infrastructure Operations | SharePoint. CSAA Insurance Group, a AAA insurer 2011-2013 Information design and development, content management, metrics charts, presentation graphics; meeting facilitation, problem management. Worked with all program domains collaboratively resolving problems inherent to innovation in a dynamic organization. Designed, implemented, and maintained a SharePoint knowledge portal supporting an infrastructure operations team managing 35+ logical partition (LPAR) non-production IBM midrange environments associated with insurance policy administration software development and subsequent policy conversion. IBM and Microsoft tools.

WORK HISTORY – Earlier projects Senior Technical Writer | Health Insurance Industry. The TriZetto Group, Phoenix, AZ Created and updated system/user documentation for the h ealth insurance industry in a high volume production environment. Supervised five offshore technical writers. Updated and produced full document library in FrameMaker, publishing to Adobe Acrobat Professional. With one other person, edited and processed over 6,500 pages including multiple document versions and conditional text settings, in fewer than eight days. Adobe Technical Suite. Information Developer | Energy Industry Tariff Filing Software. Systrends USA, Tempe, AZ Developed WebHelp, presentation graphics, and training materials for web-based software used in the energy industry to automate the management of rate and tariff documents, preparing XML for online filing. Specified user interface changes streamlining the business process as the product matured. Information design and development, instructional and interface design, presentation graphics. HTML, CSS, SVN, Drupal, RoboHelp, Captivate, Camtasia. Sr Information Designer | Health Insurance | Information Architecture & Design. Eldorado Computing, Inc., Phoenix, AZ Designed/developed online help for web-based health insurance software. Over twenty complex interrelated software modules with 1,500+ discrete, context-specific UI pages. Information architecture, development, content management for merged contextual WebHelp; min 6,000-hour project. Became RoboHelp power user. Information Developer | Content Management | Business Process Documentation. Rockwell Automation, Phoenix, AZ Business process documentation and optimization, online content management, user assistance. Information Designer | Information Architecture | Content Management. Thunderbird School of Global Management, AZ Designed and implemented intuitively navigable web content about using technology to enhance learning on the Thunderbird campus. Information architecture, design, and development. Documentation Specialist | CRM | Inventory Software. Ticketmaster, Scottsdale, AZ Developed online information to support users of mission-critical software. Projects included documenting sales and inventory software, and documenting CRM/event management system integration with venue access management. Technical Writer/Curriculum Editor. Native American Fatherhood & Families Association (NAFFA), Mesa, AZ Wrote / edited curriculum / marketing materials for program used to strengthen Native families by enhancing the responsible involvement of fathers becoming actively involved in the lives of their children, families, and communities. Instructional design, presentation graphics for conference and trade shows; government grant proposals. Senior Information Developer—WinJa Conversion Initiative, Allen Systems Group (formerly Viasoft), Phoenix, AZ Researched and developed online library of information used to implement an internal process for redeploying mainframe software using a web-enabled front end (via WinJa). Developed conceptual and procedural information for both print and online knowledge base deliverables, style guide. WinJa, Seagull Scripting. Senior Information Developer, Viasoft, Phoenix, AZ Researched /wrote / illustrated /edited online and print user /reference guides, user assistance, and technical service manuals for mainframe and client/server software products. Researched/participated in development process to improve usability of both documentation and GUIs. Developed and published an award-winning online newsletter. Technical Writer/Illustrator/Editor/Production Artist/Trainer, Trumpet Communication, Phoenix, AZ Supported development of technical and marketing publications and presentations for a variety of clients on a consulting basis, adapting quickly to new environments, tools, and standards. Software development, engineering, education, high technology. Representative clients and projects:  Designed product packaging /logos /stationery for small businesses; specification / training /marketing materials for software development and successful direct marketing product distribution networks  Provided on-site technical support and training for users of PC and Macintosh systems and software  Honeywell IAC – produced, edited, and illustrated hardware and software user and training manuals (PC and Mac)  Motorola GSTG – produced CGS Proposal for military black box equipment (Interleaf)  Hensley & Company – developed Sales Analysis System User’s Guide, and handheld user/QRGs (FrameMaker)  Source Informatics – developed procedural manuals for business operations on an international project (PC)  CoreData – developed business plans, business process maps, marketing materials, and slide presentations (PC)

 Washington School District – developed “Foundations for Success: 1993-1994 Annual Report” (Macintosh)  Microtest – produced, edited, and illustrated hardware and LAN networking user guides and quick reference guides; produced foreign language-localized publications (Macintosh/PC) EDUCATION AND PROFESSIONAL DEVELOPMENT Drexel University, Philadelphia, PA. Bachelor of Science in Design & Merchandising, minor in Art History; active alumna Curriculum emphasis in marketing and multimedia approach to design Information Mapping, Waltham, MA. Developing Policies, Procedures, and Documentation; Writing for Online Delivery User Interface Engineering, North Andover, MA. Product Usability Survival; Techniques for Complex Applications Institute for Cultural Affairs, Phoenix, AZ. Group Facilitation Methods; Participatory Strategic Planning Seagull Software, Atlanta, GA. Introduction to WinJa; Introduction to Seagull Scripting PROFESSIONAL ASSOCIATIONS Society for Technical Communication, Phoenix, AZ. 1990 to present. Senior Member  Chapter Treasurer 1995-1997; 2010 to 2011  Event Manager for local technical publications/arts/online competition, 1997 to 98  Judge and participant in local and international technical publications/arts/online competitions, 1997 to 2005  Awards for Distinguished Technical Online Communication and Outstanding Chapter Service Usability Professionals’ Association, 1998-2002, 2009 to present  Treasurer of new AZ Chapter, 2009 to 2011  Content Manager for organization’s website through major transition; organized team of volunteers to ensure project completion in a timely and organized manner