–Reviewed and updated Webassessor online help to reflect current system functionality.–Identified inconsistent nomenclature in existing system screens and functionality.–Suggested UX improvements.–Participated in marketing communication assessment efforts.

–Developed/edited Office of the Comptroller of the Currency-mandated Auto Finance/Student Lending lines of business remediation documentation for Robert Half’s client, JPM Chase Bank. –Created and revised standardized job aids, flow charts, planning, process and procedures documentation for 11 distinct remediation program areas based on a schedule of interlocking deadlines. Projects delivered ahead of schedule.–Assumed primary responsibility for technical writing requirements by the end of January. –Coordinated assignments with on- and off-site colleagues and managers in multiple time zones via conference call and Lync sessions. Proofed colleague contributions.–Tracked and applied changes across full range of documents, as needed, to maintain consistency. Worked closely with Chase Legal, QA, Remediation Project Management, and LOB teams to create the required documentation. Responded to Control Governance requests for correction and clarification.–Awarded Q1 Five Keys Recognition Certificate: Exceeding Expectations. “Glenn, Thank you for your contribution. … Your thoroughness and attention to detail help to produce a quality product. You have … done whatever it takes to get these documents created and edited ahead of schedule for each checkpoint. I appreciate you!” Aolani Kuban, Project Manager/Vice President, AFSL Collections Litigation, JPM Chase

• Earned COO, president accolades for developing a new > 1000 topic online help system for the complex, rapidly evolving, GUI-based, JavelinaTM health benefits & reimbursement admin product• Earned CTO, president accolades for creating a HIPAA PowerPoint training that replaced a commercial product• Assumed responsibility for legacy product, HEALTHpacTM (HP4), online help, patch and release notes and smaller, ancillary products; earned repeated accolades• Provided defacto system QA, reporting hundreds of overlooked issues. Process included manual field testing, review of pertinent design documents and client-support reference material, SME interviews, etc. • Created ancillary HP4 marketing communications; company added multiple, new HP4 clients “Congratulations on finishing Online Help for Javelina! This is a huge accomplishment for the company. … We would not have gotten to this major milestone without you, Glenn. My personal thanks,"​ Sally Else, President“We would like to thank Glenn Michaels for his efforts in constructing a presentation that makes information security more interesting but just as informative as our previous classroom based presentations." Bruce Ralston, CTO/CISO

• Developed a new, graphically appealing, highly interactive online help system to complement a proprietary debt–relief management (CRM) system for this national financial education and services provider; see accolade below“Thanks for the excellent job you have done. It has definitely exceeded my expectations.” Jason Miles, Director of Enterprise Architecture

• Generated newspaper & broadcast coverage for Docntrain, a management consulting firm, with one press release• Consulted on web and proposal content, PR plans and software documentation, earning accolades from Docntrain staff and president• Ghost-wrote magazine article – over a weekend - published with minimal edits; earned “rave” client review"The client raved about it today. They liked the flow and the messaging, and only had a few 'single word' edits. Again, my thanks! This client doesn’t compliment very often." C. Morgan, AE, AC MarketingPR “I believe in lavish praise for noteworthy work. You've already contributed enormously. ... We need this expertise, and you are making us very happy people!! :)” Sherry Michaels, CEO, Michaels & Associates dba Docntrain

• Published major articles with byline in quarterly magazine (glossy) for this state-chartered worker’s comp carrier• Edited & wrote employee newsletter articles earning commendations from manager• Developed and revised internal & external marketing materials• Received three “Bright Idea” awards for cost-saving suggestions selected for implementation“Glenn--great job!!! You made some super edits. I am so pleased that you pay great attention to what the words say or perhaps don't say. You really did a nice job.” Jan Johnson, Team Leader, Communications & Public Affairs

• Maintained & improved online help for the flagship HEALTHpac (TM) medical claims management and admin product; earning kudos from staff, individual clients, user group and president• Designed and wrote hardcopy training manuals used nationally by clients and trainers (Product: HEALTHpac)• Provided marketing communications support: editing, Intranet content, newsletter development“Glenn is very efficient and a pleasure to work with. ... I can always count on Glenn to make sure deadlines are met while clear and concise information is communicated to our clients and internal staff.” Randy Schultz, Manager

• Managed marketing communications of mid-size commercial printer• Conceived novel application- then implemented - for variable data printing: personalized ads within publications• Wrote content for, managed development of firm’s website, coordinating with renowned graphic design team• Generated many articles & citations in business, association and trade pubs via PR, under byline, etc. • Coordinated trade shows, provided market situation analysis and new client development; won several new clients“So, if you are looking for someone with ‘high level’ intellectual ability. … Glenn Michaels is your man! He is creative, thinks 'outside the box.' And knows what is required to get the job done. Absent specific direction, he will formulate a plan … and execute it.” David Seid, President

Starting from scratch, created complete and highly-detailed documentation reference manuals for the company’s HEALTHpac (TM) medical claims management and administration system and ancillary products: HEALTHpac, ADMINpac, FLEXpac, COBRApac, PPOpac, URpac, etc. Commended by user group and staff. Successfully implemented content development transition from Notepad style tool to FrameMaker. “Recently, several clients have mentioned that your documentation has been extremely helpful to them. The clients have stated that the detail and content of the documentation has enabled them to 'Figure some things out without having to call ECI for help.' I, too, have benefited from your documentation. In fact, I am in the process of incorporating some of the documentation into our training manuals. It is very apparent that you have a good understanding of the system, and give special attention to the detail.'” Cerise Mathews, Trainer