Laurie Lind
Orlando,FL
Summary
Results-oriented writing professional with experience preparing concise and accurate technical documents. Expert at delivering high-quality work within tight deadlines. Talented individual collaborates with cross-functional teams for accuracy and clarity of technical content.
Overview
31
31
years of professional experience
Work History
Technical Writer/Trainer (Contractor)
Orlando Utilities Commission (OUC - The Reliable One)
07.2022 - 06.2023
- Update and develop process and procedure manuals and job aides to support the upcoming technical upgrade.
- Interview internal and external customers to determine training needs.
- Conduct New Hire and systems training both in-person and virtual.
- Create engaging learner-centric eLearning using Rise, Vyond and Storyline authoring tools.
- Followed company policies and editorial guidelines to craft thorough, well-written content.
- Edited and proofread technical documents for accuracy and consistency.
- Proofread copy written by colleagues to correct spelling, punctuation, and grammar.
Training Manager
Phoenix Defense, LLC.
08.2021 - 04.2022
- Managed the development and sustainment of documentation and training material for fielded versions of Joint Land Component Constructive Training Capability (JLCCTC) software; developed systems and processes that complimented Agile software development to meet and exceed customer expectations.
- Led, coached and mentored a team of six Technical Writers and three Instructional Systems Designers
- Enhanced the existing department Confluence page to include current projects, including status, timelines, and JIRA tickets.
Technical Writer
Phoenix Defense, LLC.
06.2020 - 08.2021
- Project Lead on the redesign and update of 1000+ page Operator and Maintenance manual.
- Translating complex product information and instructions into easily comprehendible documents.
- Ensuring compliance with of MIL-STD style guide MIL-STD-40051C.
- Edited and proofread technical documents for accuracy and consistency.
- Worked closely with software engineers, testers and trainers to determine accuracy and completeness of technical documentation.
- Observed in-progress operations to identify important steps for technical instructions.
- Proofread copy written by colleagues to correct spelling, punctuation, and grammar.
- Proven ability to learn quickly and adapt to new situations.
- Created and introduced department Style guide promoting documentation consistency.
- Proved successful working within tight deadlines and a fast-paced environment.
- Analyzed developments to update instruction literature.
- Active participant in weekly scrums meetings.
Instructional Designer
Windstream Communication
12.2010 - 02.2020
- Led virtual work sessions to analyze project goals and objectives, assess training needs, uncover gaps and possible risks, and ensure accuracy of the content
- Managed all phases of complex training projects aligning with the goals of the business and departmental needs
- Mentored new instructional designers, reviewed scripts, storyboards, and completed courseware to ensure sound design, usability, and functionality
- Evaluated the effectiveness of training and development programs and utilizes relevant evaluation data to revise or recommend changes in instructional objectives and methods
- Integrated textual and non-textual elements to develop comprehensive course functionality through industry-standard development tools, such as Adobe Captivate and Articulate Storyline
- Created formative and summative assessments for various learning modalities.
Instructional Designer
Nuvox Communications
01.2010 - 12.2010
- Facilitate learners in acquiring knowledge and skills by developing relevant curricula, compelling content, and interactive experiences to enhance retention
- Effectively translate departmental procedures into meaningful training materials
- Designed and conducted ILT, RIO system training project impacting over 2.3k employees
- Facilitated both in-class and virtual training sessions for products, services, and systems.
- Targeted diverse learning modalities in development of new course content and training programs
Customer Care Training Manager
FDN
04.2005 - 01.2010
- Designed and delivered ILT and online courses tailored to department needs using reality-based scenarios, interactives, and simulations
- Created and tracked work plans for system projects; wrote, reviewed, and revised processes for Customer Care
- Created and developed instructionally-sound storyboards visualizing various training assets within the scope of the specified designs and strategies, i.e., online training, videos, and performance support.
Customer Care Supervisor
FDN
02.2000 - 04.2005
- Managed and developed Customer Care executive escalations and Quality Assurance teams
- Led development and implementation of performance standards in Customer Care, as well as ongoing training
- Wrote department process and procedure documents, created status reports, and identified and resolved issues
- Designed and implemented a six-week New Hire program that effectively on-boarded Call Center Representatives.
Eastern Region Installation Manager
Lucent
06.1992 - 02.2000
- Oversaw the Order Processing, Provisioning, Installation, and Billing for the eastern region offices
- Approximately $2M per month in revenue
- Ensure timelines were met for the Sale to Bill process
- Developed and implemented a new hire training program
- Conduct weekly revenue meetings with the Branch Sales Managers to ensure timely invoicing and monthly billing objectives were met
- Handled Executive escalations
- Assisted with the budgeting and cost control for the Corporate Administration department
- Mentored 5 Associates who were promoted to first-level management positions and three associates who were promoted to supervisory positions
- Oversaw the daily activities of the Corporate Administrative team consisting of three supervisors and 20 associates.
Skills
- Technical Research
- Instruction Writing
- Creative Cloud
- Database Management
- Requirements Gathering
- Product Features Highlights
- Editing and Proofreading
- Agile Methodologies
- Content Editing
Timeline
Technical Writer/Trainer (Contractor)
Orlando Utilities Commission (OUC - The Reliable One)
07.2022 - 06.2023
Training Manager
Phoenix Defense, LLC.
08.2021 - 04.2022
Technical Writer
Phoenix Defense, LLC.
06.2020 - 08.2021
Instructional Designer
Windstream Communication
12.2010 - 02.2020
Instructional Designer
Nuvox Communications
01.2010 - 12.2010
Customer Care Training Manager
FDN
04.2005 - 01.2010
Customer Care Supervisor
FDN
02.2000 - 04.2005
Eastern Region Installation Manager
Lucent
06.1992 - 02.2000
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