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2609 8th Avenue West Seattle, WA 98119 (206) 900-1861
• Superior contributor, expert in requirements gathering, business and needs analysis, training, documentation, usability and user experience, collateral media and web-based materials, and all phases of software and project development across multiple industries and audience levels. • Proven communicator, leader, team coordinator, collaborator, and process-focused content creator. • Recognized expert in online help development and instructional design using Adobe tools. • Knowledgeable in adult learning theory, training administration, delivery, LMS management, and the implementation of industry best practices for effective learning solutions. • Experienced in creating, documenting, and delivering quality management standards and compliance systems including ISO 9000 and CGMPs (ISO/CD 13485). • Skilled at managing teams, developing processes, procedures, and documentation for military, ISO, STC, PMI, and other organizations • Demonstrated interaction skills with end users, software engineers, developers, leadership, and mixed stakeholder audiences at large and small corporations locally, remotely, and local, national and global basis. • History of successful delivery of end-user through developer-level technical training on a wide variety of topics. • Created personal rapid-development documentation delivery process to create accurate and timely materials with lesser need for SME input and reviews.
Industry Experience and Tools Software Tools • • • • • • •
Web Authoring • Adobe Dreamweaver* • Infusionsoft • HTML/CSS * Certified trainer for tools
Confluence Content Management Kindle/eBook software LMS – Plateau and Eclipse MS Office and Project Perforce Content Mgmt. Quadax and OnBase QuickBooks and TurboTax ServiceNow SharePoint Slack Visual Studio WebEx & GoToMeeting
• • • • • • • • • • • • •
Technical Writing Experience • API and SDK Doc Sets • Collateral Marketing Materials • Technical Articles for MSDN
Featured Skills and Experience • 20+ years technical writing • 14+ years instructional design and training • 10+ years financial app development and implementation experience
Programming Languages (reading)
Accounting, Banking, & Mortgage Cloud (IAAS, SAAS, PAAS) ITIL, SDLC Process Infrastructure & Platform Arch Lab, Medical, and Pharma Manufacturing (ISO 9000-9001) Software (web, retail, other) Technical Training Web-based Marketing
• • • • • • • • •
• Experienced API and SDK writer • Business Process Improvement skills • Experienced with ISO 9000 • Experienced trainer on Office and Adobe products
• Consulting on training and online help solutions • Project management experience with large doc and training deliverables • Experienced multimedia content and systems creator
• • • • • •
Deliverables • Blended Learning Solutions • Functional Specs & Doc Plans • Job Aids, Quick Reference Cards • Needs Analysis • Training and Project Plans • Videos • Web-based Training & Content • High quality interactive web course development • Successful web developer • Certified authoring tool trainer • Powerful analytic skills • Expert requirements gatherer
Professional Experience LinLaurie.com (Contract) Seattle and San Diego Technical Writing, Training, and Curriculum Development
Received Adobe Technical Training Partnership Certification and then created and delivered training courses for a technical communicator and developer audience. Provide consulting services for other clients to address business process improvement initiatives and provide procedures to increase productivity for technical communicators developing disaster recovery planning. Taught the following courses to the Navy, SDGE, and several other clients: •
Adobe RoboHelp courses
Document Information Mapping
Introduction to Project Management
Lin Laurie Resume 2018
Adobe Captivate and DreamWeaver courses
Introduction to Technical Writing
Business Process Improvement
Online Marketing with Mailchimp
Introduction to Word, Outlook, and Excel
Amazon Consumer Talent Acquisition (Contract) Program Manager and Instructional Designer for Recruiter Academy Program
Recruiter Academy was a 26-week program that taught 18 students the Event Recruiting Process Model as used at Amazon. Focus was to meet needs of current program and to productize the entire program for Global release. Accomplishments: • • • • • • • • •
Developed a syllabus for a 26-week technical Recruiter Training Program’s event-recruiting process. Created over 20 courses (Word, PPTs, Job Aids, and supporting materials) in 3+ mos. Created a Wiki and SharePoint infrastructure to deliver courses, separate published from review and student sandbox courses. Created materials and taught an Introduction to SharePoint 2010 class to students. Managed the addition of courses not originally identified as needed to make sure they were scheduled for development and added to training schedule. Provided just-in-time training materials 26-week program that had students in the seats. Collaborated with the trainer to improve classroom experience using trending strategies in adult learning. Updated scheduled, and set up student schedules for the trainer Worked closely with SME and developed more that 25 courses and delivered training materials. Spent one of the first three weeks observing a recruiting event in the field. Was successful in dropping training literally on time using a WebEx recording process that helped with the accuracy of my completed materials as well as providing screenshots to tools I didn’t the ability to access.
Intuit Inc., San Diego CA (Contract) Senior Technical Writer
Product Infrastructure Data Services – ServiceNow (SAAS, IAAS, and ITIL) •
Managed documentation and training needs for software engineer audience to support the product infrastructure team’s customized ServiceNow hosting demand management, asset management, and change management applications. Managed UAT, training and product roll out, updated SharePoint, managed all communication for projects, and more. Provided Visio diagrams of ServiceNow workflows for ticket and other processing. Responsible for managing cloud-based SaaS initiative shift for development team in conjunction with ServiceNow implementation.
Worked with senior leadership on reports and other materials in support of infrastructure purchases and management. Supported key initiatives, communicate with stakeholders, and broadcast key events upon request by senior management.
Worked with various project managers to deliver documentation, assist in project task tracking using JIRA, aid in developing requirements, etc.
Wrote monthly metrics bulletins, analytic reports, and status reports on data mining capabilities for all of Product Infrastructure.
Documented API calls for use with data analytics team.
Managed several team SharePoints, wikis, and other documentation sites for our teams, responsible for cloud migration, big data, and other tasks.
Training Projects •
Created and led ServiceNow report training for hosting demand management application to over 100 software developers.
Provided training to support management for team development check-in initiative to align with change management requirements.
ServiceNow Asset Management (SAAS) •
Responsible for implementing process improvement, documentation, and training for Asset Management team.
Developed documentation for API code interface with ServiceNow for Asset Management.
TurboTax Infrastructure Project •
Wrote documentation so developers could provision 15,000 new servers for a TurboTax infrastructure isolation project. Also worked on second phase of project where we moved secondary systems to Amazon Web Services (AWS). Worked in a war room environment, updated documents daily with latest learnings, and published nightly to India so project was transitioned between continents and worked on a 24/7 basis.
Genoptix Corporation (Owned by Novartis) (Contract) Carlsbad CA Instructional Design, Technical Writing, and Special Projects
Created lab coding training material to help with CPD coding for new hires and co-led class to train new hires.
Developed fast track training for new hires to onboard to complicated billing systems.
Lin Laurie Resume 2018
Business Process Improvement •
Led process improvement meetings, and collected, and created process diagrams for current and future states for Revenue, Finance, Billing, and Collection departments leading to streamlined billing processes for monetary and time-saving improvements.
Developed process, documentation, and other systems work for a CGMP ISO/CD 13485 system for company as they were developing a new medical device and needed to become QMS compliant.
Reported to VP of Revenue. Worked on special projects by request with other leadership. Worked closely with Director of Accounts Receivable to capture processes and document procedures for staff training using WebEx.
Created a RoboHelp documentation system and documentation repository for customized and integrated Medical Billing, Cash Posting, Collections, and Managed Care software systems to help the company pass a rigorous post-acquisition financial audit in 2 years instead of expected 5. Linked the documentation system to auto-update documents automatically so new system required minimal updating.
Intuit, Contracting, San Diego, CA (Contract) Technical Learning and Development Program Manager
Program Management •
Established a program to train and transform all desktop programmers in India, US, and Canada to web-based developers within 3 years.
Pushed out training initiatives to increase the technical baseline of all employees by rolling out small bits of learning that were easily comprehended to optimize usage of existing tools. Rolled out SafariBooksOnline.com to developers and eventually to the entire company and worked with vendor to provide training.
Worked with vendors to define, design, customize, and schedule technical courses for software engineers, architects, and other technical audiences.
Worked with vendors to offer social learning and collaborative tools to improve offerings that will engage software engineers and promote productivity.
Designed and implemented a global Agile training initiative to provide managers and leadership with Agile knowledge/skills. Rolled it out to approximately 600 managers and employees in US and Canada.
Developed operations training for new data center migration and use.
Used skills in video editing, HTML, and other web development tools to modify WebEx presentations and to create new courses.
Developed online help file of acronyms and terms using RoboHelp.
Created and edited wikis to give easy access to new documentation.
Used LMS to schedule new course offerings.
SharePoint Work •
Worked as admin on SharePoint site to add new offerings, modify pages, and add new functionality.
Provided training to team to use SharePoint site for managing and delivering training.
Intuit Inc., San Diego, CA Senior Trainer/Instructional Designer/Technical Writer/Program Manager
Training and Instructional Design (PAAS) •
Managed training, documentation, and promotion of various developer initiatives.
Performed as a senior-level instructional designer, developing cross-functional needs assessment and design requirements for multiple business units.
Created online training using Captivate, Photoshop, Premier, SharePoint Designer, CSS, RoboHelp, and other tools.
Authored online help, online tour, and other training for a new developer community to promote developer productivity and social interaction (Frictionless Reuse Initiative).
Developed new processes (using WebEx and audio recording tools) to create technical training and reduce SME time in the development, review, and implementation phases.
Program Management •
Facilitated 3-day technical conferences to promote a customized IT platform for use in rapid development of new business offerings.
Facilitated, moderated, and managed yearly company developer event. Worked with developers to refine their presentations, created PPTs, provided video, facilitation, moderation, and other support. Built work flow diagrams, training courses, e-learning, job aids, online help systems, and webinars to improve onboarding software engineers at Intuit.
Lin Laurie Resume 2018
As assistant SharePoint site administrator, created new pages, added and updated web parts, and updated the master styles using CSS.
Created procedural online help using RoboHelp.
Acted as the admin for our team and for a frictionless reuse initiative.
SAIC, San Diego, CA (Contracting) Senior Instructional Designer and Project Manager
Several contracts with SAIC (5) providing instructional design deliverables for several projects including: •
Used PowerPoint, Captivate, Premiere, and other authoring tools to create online and standup training courses.
Performed needs analysis, designed documentation, and created project plans, functional specs, and training curriculums for financial and IT applications.
API documentation for software project.
ISO 9000 documentation and consulting work on project. Provided advice, process direction, and other assistance while they were seeking certification.
Project Management Project was very sensitive as people were losing their jobs and had to show me what they did so their replacements could be trained so I was the only one allowed to work onsite with the employees. •
Acted as Project Manager and content developer for project where Accounts Receivable employees were losing their jobs in SD and we developed 35 training-the -trainer courses in 10 weeks so new employees in Tennessee could be trained for new roles.
Managed a team of 4 instructional designers who would take my project notes and create a draft of training that I’d then edit and work with the trainer on delivering.
ServiceNow (IAAS, ITIL, and SAAS) •
Developed and rolled out training and documentation for ServiceNow Purchasing application.
Developed documentation for API code interface with ServiceNow for Asset Management. Intuit Inc., San Diego, CA Senior Instructional Designer (PAAS)
Senior instructional designer and trainer for IT team, and assisted other business units with HTML, writing, and training needs. Created novice, intermediate, and developer-level web-based training courses using Word, ViewletBuilder, Captivate, and other tools. Saved $2.5 million with a system to use vendor vouchers for internal training for software engineers before they expired. Supported call center knowledgebase with articles and workflows, creating consistent keywords and keyword tools to improve search. On another project, documented API calls from QuickBase. Created and Implemented Sarbanes Oxley (SOX)-compliance training across US offices. Developed usage and asset management training for Remedy implementation. 1997-2003
Bellevue College, Bellevue, WA Part-time Instructor Taught the following courses for the Technical Communications Certificate Program: • •
Created web-based courses, train-the-trainer sessions, and other materials for audiences at all levels, including software engineers. Wrote content for and created an online help system for CPT codes used for medical billing and clinical documentation.
Lin Laurie Resume 2018
Developed custom online help content for Purchasing, A/R and A/P, G/L, and Currency Conversion modules in JD Edwards ERP system. Edited documentation for MSDN, MS Press, and others. Worked with external vendors to schedule training and perform post-training assessments.
Writing and Editing • • • • • • • • • • • • •
Edited and wrote portions of the Windows System Developer’s Kit (SDK), and Word and DOS User Guides Editing book on SOAP, Simple Object Access Protocol, by Ted Carroll Wrote manuals and created online help systems using RoboHelp Responsible for some ASP coding and web site development Edited Reflection Terminal Emulation documentation Developed an interface and created documentation for online content management software Documented APIs and an SDK for an XML-based web application, online help, and documentation for a web-based laboratory IMS. Reworked three online interfaces using Visual Basic Wrote and implemented projects involving installing medical devices Worked with renowned online help expert, assisting at trade shows, public speaking, writing chapters in two of his books, and providing other marketing and technical assistance Developed and managed web content for a variety of companies Wrote a chapter on Visual Basic Scripting and ActiveX technologies. Described how ActiveX components worked with HTML for “HTML in Action,” by Bruce Morris; a book on advanced web page design Developed toll booth financial and operational documentation and training Developed API documentation, including writing real, business-based sample code for a Wall Data enterprise database product
Instructional Designer and Training • • • • • •
Designed and created an online university for support techs to provide escalated support for mobile devices Worked with SMEs to develop mobile and platform training for call center escalation Developed financial and data warehouse (Hyperion) courses for a large defense contractor Produced medical coding training materials and helped train employees Developed financial and data warehouse (Hyperion) courses Led introductory courses for technical writers on how to transition into instructional design roles for Steyer
Project Management • • •
Project management for the Microsoft internal web group, Word, Windows, and other groups. Edited web pages, wrote internal online help systems, programmed in Visual Basic, VB Script, and CGI/Perl. Managed two contract web developers. Project manager for a team of 5 technical writers developing products, documentation, and training for a military contract. Represented the company at quarterly meetings on base. Worked as a project manager/writer at Intermec (Honeywell) and managed a team of writers who documented tactical cases for the army and then also developed a ISO-9000 compliant documentation system and related processes and procedures. Helped the company go from audit through certification.
Software Development • • •
Designed and implemented custom financial applications (A/R, A/P, Payroll, Job Costing, and G/L) for a variety of corporate customers in the financial, winery, banking, manufacturing, and construction industries. Developed interfaces, applications, and training for other customers. Developed software to track adverse reactions to medical injections. Developed custom financial applications for companies such as Coca Cola, Goodwill Industries, The SF Chronicles, and other companies.
Education and Training Udemy Online University
• • • • • • •
University of La Verne, La Verne, CA B.A. English Literature
Lin Laurie Resume 2018
Business Process Improvement Distance Education Forensic Science Mystery/Suspense Writing Project Management Screenwriting Technical Writing and Editing Web Design and Development
Volunteer and Other Experience •
Society for Technical Communication, Seattle, WA 201718 – President Manage a budget of $40,000. Responsible for scheduling monthly meetings, finding presenters, marketing events, sending out newsletters, posting on social media, managing a team of volunteers, and tracking SEO results. Create workshops and webinars, and sometimes provide standup training.
Society for Technical Communication, San Diego, CA 2008-2014 – Program Manger, Web Master, and Social Media Manager Responsible for scheduling monthly meetings, finding presenters, marketing events, sending out newsletters, posting on social media, and tracking SEO results.
Lin Laurie Resume 2018
That Gratitude Attitude 2013-Current Personal web site that came about after publishing a book by same title. Provide monthly newsletters on subjects related to gratitude, happiness, and purpose. Create and teach classes related to same topics. Use Infusionsoft to market classes and books, track SEO results, constantly provide refreshed content, and look for partnerships with other like-minded businesses and individuals.