Designed, developed and delivered customer-facing release documentation for Operative's next geneneration media-software product, AOS. In that role also created and implemented new Release Notes processes by incorporating standard JIRA queries and Excel VLOOKUPS formulas to ensure consistency and accuracy of release documentation.

Designed and developed training materials and instructor guides for cable and financial software industries. Used a variety of tools such as PowerPoint, Word, SnagIt. and KahootIT to create student guides, instructor guides and games, • Delivered remote (online) and onsite instructor-led training for a new cutting-edge financial / billing system that integrated with cable (traffic) systems to successfully invoice over $50 million in monthly advertising revenue.• Improved quality of… Show more Designed and developed training materials and instructor guides for cable and financial software industries. Used a variety of tools such as PowerPoint, Word, SnagIt. and KahootIT to create student guides, instructor guides and games, • Delivered remote (online) and onsite instructor-led training for a new cutting-edge financial / billing system that integrated with cable (traffic) systems to successfully invoice over $50 million in monthly advertising revenue.• Improved quality of training documentation to increase effectiveness, usability and client satisfaction by creating multiple levels of training guides and video games to enhance student’s learning experience.• Tailored training development and delivery to align with client’s workflow and training needs – from new-users training to advanced-users training, such as system administrators.• Created a Training Teams Standards & Style Guide to standardize styles and formats across Imagine’s entire product offerings that was then adopted as company standard in 2019. • Served as Team Lead for xG Finance product, working closely with product, and project management teams to communicate Training Team strategies, coordinate deployment, and ensure on-time delivery of training and training documentation, including mentoring and training of Imagine’s technical (internal) staff.• Adept at building and leading productive teams (from 2-10 members).As a Consultant: • Coordinated multiple database conversions (from SQL to Oracle) for an enterprise-level customer, migrating from one traffic & billing software to another Imagine traffic & billing system.• Developed Excel VLOOKUP formulas to identify and troubleshoot CSV data issues to prevent migration errors during ETL processes.• Represented Training Team as a technical (product and industry) expert during SAFe Agile(software development) planning sessions.• Extensive achievements based on strong analytical, problem solving, and organizational skills. Show less

Design and develop end-user documentation and training materials for the cable software industry. Use a variety of tools such as FrameMaker, RoboHelp, Captivate and PowerPoint to create product documentation and training materials. Deliver customer training using both online training and in-person instructor-led models.

Designed, developed, and delivered client-facing instructional, release, enhancement, and operational documentation in paper, multi-media and web-based formats for existing and cutting-edge broadcast software products. Served as Team Lead for an international team of technical writers.

Performed analysis and provided technical expertise in identifying, evaluating, and developing systems and procedures that were cost effective and met user requirements. Worked with organization to prioritize development initiatives and activities. Collaborated with product management, architecture and development to deliver on time and on budget.

Designed, developed, and delivered client-facing instructional, release, enhancement, and operational documentation in paper, multi-media and web-based formats for existing and cutting-edge broadcast software products.

Developed, organized and delivered technical training programs and related materials to customers and company employees. Worked with customer and functional organizations to establish course content and objectives. Prepared lesson plans from engineering documentation, field-service requirements or software documentation. Instructed participants using classroom lectures, laboratory sessions and webcasts.

Provided second- and third-tier technical support and analysis to field engineers, client services, and 1500 U.S. and international clients. Responsible for diagnosing, troubleshooting, repairing and debugging complex software and hardware issues over the phone, via the web or on site. Mentored and trained new Client Services and Technical Support employees. Worked closing with Engineering to successfully resolve issues.

Delivered consulting services that required varied interpersonal and technical skills to 1500 clients. Installed and trained multiple sales and traffic software systems in U.S., Canada and Europe. Technical responsibilities included functional and system analysis, hardware and software design, implementation, testing, client training, and solution deployment.