As a technical writer and trainer, my role focuses on the modernizing of multiple Wells Fargo channels of the payment processing infrastructure, and creating new cloud-based payment engines. Added capabilities and goals are being introduced to increase resiliency and stability while reducing risk, adding controls, and building strategic Smart analytics for decisioning and improved market functionality. Wells Fargo’s goal is to improve strategic client experiences through a development of a new single comprehensive payments data environment, to augment liquidity, while detecting and controlling anomalies in payments. My tasks include training internal users to use new features and tools designed to improve the client experience. My documentation responsibilities include writing user manuals, and job aids, and creating/conducting training sessions that align with corporate governing regulations and policies.

Develop procedural documentation, process flow diagrams, and policy changes for direct merchant and sponsored entity customers. Collaborate and consult with Credit Officer team and leaders of the Business Execution team to develop and drive strategic underwriting initiatives to limit risk exposure, and create efficiencies and recommendations.

Create internal procedural documentation for support, installation, and maintenance of the new Terminal Handler bank ATM system.

LMS Training program design and implementation using Microsoft Office Suite, Articulate 360, Rise, Storyline, Canva and Google suite.

Technical documentation, note taking of live presentations, and technical workflows and content editing for Financial Risk Modeling Group.

Technical Writing and organizational skills required to assure that updated Citibank SAS requirements met the impact of new Federal regulations.

Technical Documentation for project requiring conversion from Salesforce system to adapt to Oracle system. Worked with SMEs and documentation team to create technical documentation and procedural guides.

• Liaison between business stakeholders, project management, quality assurance, graphic designers and agile software development teams requiring functional design documents and business requirements. • Demonstrated ability to provide strategic support, streamline business processes to drive continuous improvement along agile milestones for software development.• Created data mapping and data flow diagrams, based on direct interaction with SMEs and team members across projects. • Used professional management skills to collaborate with QA teams to ensure integrity of product testing. Responsible for managing development issues and escalations if necessary to meet aggressive deadlines.

Technical writing with MadCap Flare, a single-source knowledge base incorporating system guides, user guides, release notes to develop a user-searchable online technical repository. Agile methodology.

Creativity used to develop and produce new sales training programs for marketing and product knowledge for nationwide dealerships selling Hyster and Yale forklift equipment. Software: Storyline, Rise, Adobe Creative Suite, Camtasia, MS Office, SharePoint, and coordinating release of SCORM training for live classrooms and LMS. Tasks involved script writing/producing video e-learning modules, proofreading and recording voiceovers.

• Team contractor working in blended web-virtual classroom format for Cornerstone compliance project reporting to Wholesale Business Solutions. Deliverables included development and maintenance of Cornerstone Training Learning website as LOBs onboard to adopt new Cornerstone software platform. • Web site content training videos interactive exercises, special effects, and Wells Fargo on Demand (WFOD) video channel. Included recording and recording voiceovers.Required a variety of responsibilities including collaboration/consulting, needs analysis, writing, developing interactive web pages, multi-media production, release updates, and user surveys and testing to measure performance outcomes.

Develop and conduct training programs for NASCENT's Support Operations Center staff who handle system on-line and field-service calls for Intermodal shipping and railroad facilities in the U.S., South America, and Puerto Rico. Classroom training sessions covering hardware, software, electrical, and soft skills run for six weeks followed by frequent advanced training sessions.. Also responsible for technical documentation and multi-media projects produced with Adobe Captivate, and various other Adobe Creative Cloud applications.

• Knowledge Management training initiative, created strategic, interactive e-learning courses dedicated to engaging and optimizing on-boarding e-learning Captivate modules for interns, contract employees and new hires. Interactive modules replaced costly classroom training previously taught by SMEs, to reduce onboarding training and expenses.• Collaborated with SMEs and operations management across Wells Fargo for the purposes of gathering, documenting, designing, producing, and distributing a series of SCORM Learning Center courses with the first classes completed in four months.• Produced Captivate user training modules for online applications. Project used Adobe Creative suite (Captivate, Photoshop, Audition, Illustrator, Premier). Course topics covered training for quality assurance, finance, plus a variety of retail and institutional retirement investment products. Recorded training video voiceovers.

• Created online help system for math education system using Adobe RoboHelp and incorporating e-learning training through Adobe Captivate and Camtasia.• Captivate projects included animation, graphs, sound effects, interactive student quizzes.

Writer of business proposals, on-line help, printed and electronic software user documentation, training manuals, Webcasts, User Help systems, Release Notes, and Adobe Screencasts and RoboHelp on-line documentation used for training operators of 401(k) recordkeeping systems for banks and trust plan administrators (TPA). Information management of Web accessed product support. Worked with developers from tech specs through Q&A testing. Project management and scheduling of ten-person technical customer support group serving customer base through help line, Web, and on-site installations of 401(k).recordkeeping systems.