Technical Writer
Jean Georges
12611 Amethyst Street
Garden Grove, California 92845
------------ • ------------
EXECUTIVE SUMMARY
• Highly skilled policy and procedure analyst/technical writer (TW) process analyst (PW) and instructional designer (ID), with experience focused on strategic creation and creative solution development as well as delivery of products that serve a wide or targeted audience.
• Strong knowledge of Microsoft Office suite to utilize as a graphic design tool. My goal is to translate the verbal to visual- and vice versa anything that involves communicating information through words and pictures. (Expert in Microsoft Word and Power Point. Strong knowledge of Excel, Storyline and Photoshop.)
• Well versed in task analysis in order to create customized training, policies, and projects geared toward the individual learner/audience.
• Extensive background in process analysis and procedure design. Strong analysis skills in the area of policies and procedures.
• Background in working closely with IT as it relates to project elements, tracking progress and translating project elements from business requirement documentation to graphic elements and/or written components.
• Extensive background in banking and finance concepts, technologies and processes.
• Background in creating visual designs using Power Point for a senior management level.
• Well versed in lesson plan design for various products including instructor led training and eLearning training. Exceptional technical writing, training, and organizational change management skills.
• Advanced instructional design leader in applying various types of learning theory from Gagne’s learning types (verbal information, intellectual skills, cognitive strategies, motor skills and attitudes). My goal is often
• Familiar with and follows ADDIE (analyze, design, development, implementation and evaluation) model of curriculum design.
• Highly skilled in Kirkpatrick levels of evaluation such as (reaction, learning, behavior & results) as well as need analysis, population analysis, task analysis, delivery analysis objective analysis and post training analysis.
• Over 20 years management experience and 4 years of project management experience, along with a Master’s Degree in Management specializing in Project Management.
PROFESSIONAL SUMMARY
2/2017 – Current
Studying (via Lynda online courses) Articulate 360 (Storyline 3) and Final Cut Pro to update and hone my instructional design skills.
08/2014 – 2/2017
Home Caregiver
3 years of personal time to take care of mother in law who passed away February of 2017.
Continued studying Microsoft Project Server and Storyline.
04/2014 – 07/2014
Genuent
17011 Beach Blvd., Suite 1140
Huntington Beach, CA 92647
Client - – Union Bank (MUFG)
Technical Writer III – Policy Analyst
• Work on funded project with impact to policy and procedures. Have been requested by the Project Manager to attend project meetings for feedback, input, and prepare for changes to policy and procedures.
• Attend request meetings anytime there is a need to contact those who own the request submitted.
• Analyze job skill sets and update and communicate policy and procedure, based on request from various divisions such as compliance, risk, operations etc.
• Create special General Communication Requests and Alerts that go out as a blast or email post to audience based on request from various divisions such as technical operations, human resources, operations and technical support.
• Perform special requests such as researching bank operations in order to create new technical and procedural materials.
• Translated verbal to visual in the form of a blast or an email post to catch the eye of the audience.
09/2013 – 1/2014
RGP- Resource Global Professionals
Consultant – Human Capital Division
17101 Armstrong Avenue, Suite 201
Irvine, CA 92614
• Work with clients in the area of instructional design and project planning.
• Client was a Multi-level-Marketing firm with a strong focus on relationship selling.
• Worked to create materials that follow sales cycle and relationship sales focus.
• Work with client to create JIRA related training materials.
• Work with client to create multi-level-marketing training materials.
• Worked with images graphically to demonstrate the functionality of a product.
2/2013 – 5/1/2013
ISC Technology
Project Team Lead eRestaurant System Upgrade
Client Taco Bell
• Manage 3-onsite eLearning Instructional Designers as well as the team project plan for eLearning development of modules for Taco Bell eRestaurant project.
• Design, along with instructional designers, essential pieces of eLearning system training such as web-based training, job aids, outlines and project plans utilizing Articulate Storyline, Excel and Microsoft Word.
• Worked on the graphic design team to illustrate the processes of the project.
• Act as liaison between ISC team and Taco Bell. Manage the project deliverables (through Microsoft Project) and mitigated project difficulties. Ensured that development was streamlined and deadlines were met for a very short project timeline.
• Utilized Excel, Power Point and Microsoft Project to communicate the progress of the project with senior management.
8//2011-6/2012
INTERLIANCE CONSULTING
Instructional Designer/Learning Consultant
Client Wild Well Control, EXCO, Dayton Power & Light (DP&L)
• Work with the instructional design team to deliver quality instructional design for a variety of clients.
• Worked with management team to help sell the product.
• Design cultural, managerial, technical, and procedural training documents. Designed Performance Excellence training program, which included project management and Six Sigma material. Designed Integrated Management System training for instructor-led course using Captivate.
• Worked closely with the IT team to build training materials, which have a strong visual component.
2/2010-8/2011
Graduate Student – Kaplan University Project Management COP Community Involvement Lead
• As of January 10, 2011 graduate of Master of Science in Management – Business /Project Management minor program. (MSM) (Master of Science in Management.) Completed graduate program summa cum laude on 1/10/2011.
• Nominated to serve on the Kaplan University Project Management Community of Practice as Community Involvement Lead. This position involved technical writing and coordinating with other board members potential guest speakers and training topics for group members on a monthly basis.
4/2009-2/2010
Plum Rhino Consulting – Client SunTrust Bank•
Senior Consultant / Lead Policy and Process Analyst
• Tasked with lowering duplication of processes and create more effective workflows. Additionally, assisted in upgrading call center platform enterprise-wide and refining ineffective procedures consistently. Designed processes based on new functions. Collaborated with ARGO programmers to determine new functions that might improve existing processes by changing workflow.
• Worked independently designing new policies and procedures for the client based on new systems. This technical writing provided essential guidelines for all employees to utilize system more effectively.
• Utilized ARGO Call Center CRM system, Telephony System, RoboHelp, PhotoShop, Clear Quest, and Blue Pumpkin to analyze and review existing policies and procedures for improvement.
Home Health Provider & Graduate Student
10/2008 – 4/2009
• Personal leave to aid mother (out of area) with medical issues, adjust and eventually move into an assisted living facility.
• Returned to school to begin finish Bachelor and Master of Science of Management/Project Management program at Kaplan University.
4/2008 – 10/2008
Surrex Project Solutions - Client DIRECTV
Senior Consultant
• Led process improvement, training, and documentation of current processes, assisting in overall project management oversight and training for client engagements. Served is writing editor for all project management documentation for out sourced contractors – approximately 12 contractors. In house trainer for these contractors to develop the business writing skills. Used ADDIE and Kirkpatrick methodologies in designing training materials.
• Served as Project Manager and Business Analyst in High Speed Internet Division of DIRECTV, creating processes to enable customers to receive credits for bundled packages such as DIRECTV in addition to satellite internet and telephone services.
9/2004-4/2008
Downey Savings and Loan, F.A. •
Policy and Procedure Manager Content Manager - Retail Banking Operations / Special Projects
• Designed all Retail Banking policies and procedures, incorporating all process, legal and regulatory, and compliance updates as well as any operational changes onto online intranet.
• Assisted on all special projects including design of divisional Retail Banking branch and departmental desktop procedures.
• Worked with Training Department to design Supervisor courses, which included delegating, managing, dealing with difficult personalities and collaboration skills. Helped the Training Department to design and deliver Sales Training courses.
• Performed divisional software update project covering 200 banking branches with over 500 corporate support employees for FSBA front-end banking system. Managed EFT / ACH, Retirement, Regulatory Compliance, Call Center, Fulfillment, Finance, Accounting, Internal and External Audit, Check Services, Central Legal Processing, and all technology integration. Used ADDIE and Kirkpatrick methodologies in designing training materials for this conversion.
• Increased expertise of Retail Banking Training Department by shifting focus from soft skills to highly complex functional, operational, and regulatory-based training design / delivery.
12/2000-9/2004
Mitsubishi Motors Credit Of North America •
Instructional Designer / Technical Trainer
• Managed all aspects of project conception to implementation on behalf of all affected business units. Assisted vendor and the business unit managers in planning new business processes and assignment allocation.
• Collaborated with departments to review and create new business processes.
• Designed and updated policies / procedures for online publishing, designed and managed computer-based training for national extranet publication, as well as designing of hard copy training materials for classroom presentations.
• Managed Training Project Team in training materials design and training implementation of all campus employees through front-end conversion from legacy system to a Siebel CRM system. Used ADDIE and Kirkpatrick methodologies in designing training materials.
9/1987-12/2000
Downey Savings and Loan •
Training Manager - Retail Banking / Human Resources Training / Development
• Managed staff of 9 trainers including 4 offsite training centers located throughout California, grooming them in presenting skills, technical expertise and instructional design.
• Created soft skills courses for the entire organization. Including operations management courses, supervisory courses, and team building courses.
• Designed all training system based curriculum for the credit instruction including CBT, and in house training material. Edited all courseware for consistency and developed courseware for a wide variety of leaning types from Gagne’s learning types (verbal information, intellectual skills, cognitive strategies, motor skills and attitudes) to the workplace learning process (experience trigger, recognize the issue, become curious, seek information, process information, convert information into useful knowledge, apply knowledge, remember what was learned, reflect on what was learned, evaluate learning experience). Used ADDIE and Kirkpatrick methodologies in designing training materials.
• Worked for Downey Savings for 14 years, evolving from a trainer supporting branch employees to corporate employees across all departments.
• Designed all training materials for technical and management courses and became a member on all conversion teams as banking software required updates based on business needs and technical innovation.
• Designed and created procedures for the launching of a new Call Center and Fulfillment Department.
Computer Skills:
Microsoft Office Suite, Adobe Acrobat Professional, Articulate Storyline, Microsoft Project, Clarity, Blue Pumpkin, SharePoint, Clear Quest, Front Page, SnagIt, Dreamweaver, PhotoShop, RoboHelp, LeaseMaster, ARGO, SHAW, Moodle, Seibel CRM, RIO, Nice, Captivate, Adobe In Design, Flash, •eRestaurant
EDUCATION: Kaplan University:
• Master of Science - Business Management / Project Management (1/2011) Summa Cum Laude
• Bachelor of Science - Operations Management / eBusiness (2007) Summa Cum Laude
AFFILIATION / Certification
• Member PMI #1882040
PROFESSIONAL AFFILIATIONS
• Community Involvement Lead (Public Affairs) – Student Project Management Community of Practice
• 2nd V.P. - Southern California Tourette Syndrome Association (2000 – 2005)
References
Susie Torres- Former Manager - Mitsubishi Motors
_______________________________________________________________________________
Susie Torres | Western Region Chief Operations & Risk Officer, SVP | CA Statewide Fiduciary
355 S Grand Ave. Suite 2600 Los Angeles, CA 90071 | phone ------------
cell ------------ | fax ------------ | ------------
Please visit ------------
Kathleen Donnelly – Former Manager – Downey Savings
------------ ------------
Jean Georges
12611 Amethyst Street
Garden Grove, California 92845
------------ • ------------
EXECUTIVE SUMMARY
• Highly skilled policy and procedure analyst/technical writer (TW) process analyst (PW) and instructional designer (ID), with experience focused on strategic creation and creative solution development as well as delivery of products that serve a wide or targeted audience.
• Strong knowledge of Microsoft Office suite to utilize as a graphic design tool. My goal is to translate the verbal to visual- and vice versa anything that involves communicating information through words and pictures. (Expert in Microsoft Word and Power Point. Strong knowledge of Excel, Storyline and Photoshop.)
• Well versed in task analysis in order to create customized training, policies, and projects geared toward the individual learner/audience.
• Extensive background in process analysis and procedure design. Strong analysis skills in the area of policies and procedures.
• Background in working closely with IT as it relates to project elements, tracking progress and translating project elements from business requirement documentation to graphic elements and/or written components.
• Extensive background in banking and finance concepts, technologies and processes.
• Background in creating visual designs using Power Point for a senior management level.
• Well versed in lesson plan design for various products including instructor led training and eLearning training. Exceptional technical writing, training, and organizational change management skills.
• Advanced instructional design leader in applying various types of learning theory from Gagne’s learning types (verbal information, intellectual skills, cognitive strategies, motor skills and attitudes). My goal is often
• Familiar with and follows ADDIE (analyze, design, development, implementation and evaluation) model of curriculum design.
• Highly skilled in Kirkpatrick levels of evaluation such as (reaction, learning, behavior & results) as well as need analysis, population analysis, task analysis, delivery analysis objective analysis and post training analysis.
• Over 20 years management experience and 4 years of project management experience, along with a Master’s Degree in Management specializing in Project Management.
PROFESSIONAL SUMMARY
2/2017 – Current
Studying (via Lynda online courses) Articulate 360 (Storyline 3) and Final Cut Pro to update and hone my instructional design skills.
08/2014 – 2/2017
Home Caregiver
3 years of personal time to take care of mother in law who passed away February of 2017.
Continued studying Microsoft Project Server and Storyline.
04/2014 – 07/2014
Genuent
17011 Beach Blvd., Suite 1140
Huntington Beach, CA 92647
Client - – Union Bank (MUFG)
Technical Writer III – Policy Analyst
• Work on funded project with impact to policy and procedures. Have been requested by the Project Manager to attend project meetings for feedback, input, and prepare for changes to policy and procedures.
• Attend request meetings anytime there is a need to contact those who own the request submitted.
• Analyze job skill sets and update and communicate policy and procedure, based on request from various divisions such as compliance, risk, operations etc.
• Create special General Communication Requests and Alerts that go out as a blast or email post to audience based on request from various divisions such as technical operations, human resources, operations and technical support.
• Perform special requests such as researching bank operations in order to create new technical and procedural materials.
• Translated verbal to visual in the form of a blast or an email post to catch the eye of the audience.
09/2013 – 1/2014
RGP- Resource Global Professionals
Consultant – Human Capital Division
17101 Armstrong Avenue, Suite 201
Irvine, CA 92614
• Work with clients in the area of instructional design and project planning.
• Client was a Multi-level-Marketing firm with a strong focus on relationship selling.
• Worked to create materials that follow sales cycle and relationship sales focus.
• Work with client to create JIRA related training materials.
• Work with client to create multi-level-marketing training materials.
• Worked with images graphically to demonstrate the functionality of a product.
2/2013 – 5/1/2013
ISC Technology
Project Team Lead eRestaurant System Upgrade
Client Taco Bell
• Manage 3-onsite eLearning Instructional Designers as well as the team project plan for eLearning development of modules for Taco Bell eRestaurant project.
• Design, along with instructional designers, essential pieces of eLearning system training such as web-based training, job aids, outlines and project plans utilizing Articulate Storyline, Excel and Microsoft Word.
• Worked on the graphic design team to illustrate the processes of the project.
• Act as liaison between ISC team and Taco Bell. Manage the project deliverables (through Microsoft Project) and mitigated project difficulties. Ensured that development was streamlined and deadlines were met for a very short project timeline.
• Utilized Excel, Power Point and Microsoft Project to communicate the progress of the project with senior management.
8//2011-6/2012
INTERLIANCE CONSULTING
Instructional Designer/Learning Consultant
Client Wild Well Control, EXCO, Dayton Power & Light (DP&L)
• Work with the instructional design team to deliver quality instructional design for a variety of clients.
• Worked with management team to help sell the product.
• Design cultural, managerial, technical, and procedural training documents. Designed Performance Excellence training program, which included project management and Six Sigma material. Designed Integrated Management System training for instructor-led course using Captivate.
• Worked closely with the IT team to build training materials, which have a strong visual component.
2/2010-8/2011
Graduate Student – Kaplan University Project Management COP Community Involvement Lead
• As of January 10, 2011 graduate of Master of Science in Management – Business /Project Management minor program. (MSM) (Master of Science in Management.) Completed graduate program summa cum laude on 1/10/2011.
• Nominated to serve on the Kaplan University Project Management Community of Practice as Community Involvement Lead. This position involved technical writing and coordinating with other board members potential guest speakers and training topics for group members on a monthly basis.
4/2009-2/2010
Plum Rhino Consulting – Client SunTrust Bank•
Senior Consultant / Lead Policy and Process Analyst
• Tasked with lowering duplication of processes and create more effective workflows. Additionally, assisted in upgrading call center platform enterprise-wide and refining ineffective procedures consistently. Designed processes based on new functions. Collaborated with ARGO programmers to determine new functions that might improve existing processes by changing workflow.
• Worked independently designing new policies and procedures for the client based on new systems. This technical writing provided essential guidelines for all employees to utilize system more effectively.
• Utilized ARGO Call Center CRM system, Telephony System, RoboHelp, PhotoShop, Clear Quest, and Blue Pumpkin to analyze and review existing policies and procedures for improvement.
Home Health Provider & Graduate Student
10/2008 – 4/2009
• Personal leave to aid mother (out of area) with medical issues, adjust and eventually move into an assisted living facility.
• Returned to school to begin finish Bachelor and Master of Science of Management/Project Management program at Kaplan University.
4/2008 – 10/2008
Surrex Project Solutions - Client DIRECTV
Senior Consultant
• Led process improvement, training, and documentation of current processes, assisting in overall project management oversight and training for client engagements. Served is writing editor for all project management documentation for out sourced contractors – approximately 12 contractors. In house trainer for these contractors to develop the business writing skills. Used ADDIE and Kirkpatrick methodologies in designing training materials.
• Served as Project Manager and Business Analyst in High Speed Internet Division of DIRECTV, creating processes to enable customers to receive credits for bundled packages such as DIRECTV in addition to satellite internet and telephone services.
9/2004-4/2008
Downey Savings and Loan, F.A. •
Policy and Procedure Manager Content Manager - Retail Banking Operations / Special Projects
• Designed all Retail Banking policies and procedures, incorporating all process, legal and regulatory, and compliance updates as well as any operational changes onto online intranet.
• Assisted on all special projects including design of divisional Retail Banking branch and departmental desktop procedures.
• Worked with Training Department to design Supervisor courses, which included delegating, managing, dealing with difficult personalities and collaboration skills. Helped the Training Department to design and deliver Sales Training courses.
• Performed divisional software update project covering 200 banking branches with over 500 corporate support employees for FSBA front-end banking system. Managed EFT / ACH, Retirement, Regulatory Compliance, Call Center, Fulfillment, Finance, Accounting, Internal and External Audit, Check Services, Central Legal Processing, and all technology integration. Used ADDIE and Kirkpatrick methodologies in designing training materials for this conversion.
• Increased expertise of Retail Banking Training Department by shifting focus from soft skills to highly complex functional, operational, and regulatory-based training design / delivery.
12/2000-9/2004
Mitsubishi Motors Credit Of North America •
Instructional Designer / Technical Trainer
• Managed all aspects of project conception to implementation on behalf of all affected business units. Assisted vendor and the business unit managers in planning new business processes and assignment allocation.
• Collaborated with departments to review and create new business processes.
• Designed and updated policies / procedures for online publishing, designed and managed computer-based training for national extranet publication, as well as designing of hard copy training materials for classroom presentations.
• Managed Training Project Team in training materials design and training implementation of all campus employees through front-end conversion from legacy system to a Siebel CRM system. Used ADDIE and Kirkpatrick methodologies in designing training materials.
9/1987-12/2000
Downey Savings and Loan •
Training Manager - Retail Banking / Human Resources Training / Development
• Managed staff of 9 trainers including 4 offsite training centers located throughout California, grooming them in presenting skills, technical expertise and instructional design.
• Created soft skills courses for the entire organization. Including operations management courses, supervisory courses, and team building courses.
• Designed all training system based curriculum for the credit instruction including CBT, and in house training material. Edited all courseware for consistency and developed courseware for a wide variety of leaning types from Gagne’s learning types (verbal information, intellectual skills, cognitive strategies, motor skills and attitudes) to the workplace learning process (experience trigger, recognize the issue, become curious, seek information, process information, convert information into useful knowledge, apply knowledge, remember what was learned, reflect on what was learned, evaluate learning experience). Used ADDIE and Kirkpatrick methodologies in designing training materials.
• Worked for Downey Savings for 14 years, evolving from a trainer supporting branch employees to corporate employees across all departments.
• Designed all training materials for technical and management courses and became a member on all conversion teams as banking software required updates based on business needs and technical innovation.
• Designed and created procedures for the launching of a new Call Center and Fulfillment Department.
Computer Skills:
Microsoft Office Suite, Adobe Acrobat Professional, Articulate Storyline, Microsoft Project, Clarity, Blue Pumpkin, SharePoint, Clear Quest, Front Page, SnagIt, Dreamweaver, PhotoShop, RoboHelp, LeaseMaster, ARGO, SHAW, Moodle, Seibel CRM, RIO, Nice, Captivate, Adobe In Design, Flash, •eRestaurant
EDUCATION: Kaplan University:
• Master of Science - Business Management / Project Management (1/2011) Summa Cum Laude
• Bachelor of Science - Operations Management / eBusiness (2007) Summa Cum Laude
AFFILIATION / Certification
• Member PMI #1882040
PROFESSIONAL AFFILIATIONS
• Community Involvement Lead (Public Affairs) – Student Project Management Community of Practice
• 2nd V.P. - Southern California Tourette Syndrome Association (2000 – 2005)
References
Susie Torres- Former Manager - Mitsubishi Motors
_______________________________________________________________________________
Susie Torres | Western Region Chief Operations & Risk Officer, SVP | CA Statewide Fiduciary
355 S Grand Ave. Suite 2600 Los Angeles, CA 90071 | phone ------------
cell ------------ | fax ------------ | ------------
Please visit ------------
Kathleen Donnelly – Former Manager – Downey Savings
------------ ------------