Phyllis Croce 116 Merrimack Meadows Lane

Tewksbury, MA 01876978 851-5464

phyllis444@verizon.nethttp://phylliscroce.webs.com/

EMPLOYMENT

Current: Trainer (FT) 2014-2015 (FT)Charles River Development, 7 New England Executive Park, Burlington MA 01803http://www.crd.com/index.html

Responsibilities includes the development of online courses for System Administration, and classroom delivery of courses for the Charles River Investment Management System. My primary responsibility is to develop online delivery of courses using an LMS and cloud-based VMs for hands-on labs.

Platform (in-class) training - Online training development and delivery in Canvas – HTML - Camtasia – Adobe Acrobat – Windows Movie Maker – PowerPoint – EasySketchPro - SnagIt – MSPaint

UNIX (Linux and Solaris) - Windows - VMware - Oracle - MSSQL

Con-current: Senior Lecturer 2008-current (PT)Northeastern University, 360 Huntington Ave, Boston, MA 02115http://www.northeastern.edu/online/degrees/masters-technical-communication

Responsibilities include development and delivery of courses in the online MS in Technical Communications program:

• Structured Content• Information Management• Managing Technical Publications• Writing for a Global Market

I introduced and developed the courses for Structured Content, Information Management, and Writing for a Global Market - they were added as electives for the MS program in 2008 and 2014. Teaching responsibilities are for two (2) semesters/academic year.

Online training development and delivery in Blackboard – HTML - Adobe Acrobat – PowerPoint –SnagIt – MSPaint

Refer to http://phylliscroce.webs.com/structured-technical-writing http://phylliscroce.webs.com/writing-for-a-global-market

Con-current: Course Developer, Instructor 2010-current (PT)JER Online, 6625 Hwy 53 East Suite 410-246, Dawsonville, GA 30534www.jeronline.com

“Nationally, JER Online partners with Accredited Educational institutions. Many of these institutions offer … students the opportunity to earn non-credit Certificate Credentials at the successful conclusion of their course of study.”

Developed the Certificate in Structured Writing for Technical Documentation and Writing for a Global Market through the Technical Writing online training program, and through MOOC/Canvas. MOOC Canvas class has registrations of 800-1000 students worldwide. JEF Online contracts with U.S. Colleges and Universities to offer courses in their professional development programs. I am currently teaching courses through JER Online for Clemson University, University of Alabama, University of Texas at Austin, University of Texas at San Antonio, and North Dakota State University.

Online training development and delivery in Canvas – HTML - Adobe Acrobat – PowerPoint – SnagIt – MSPaint

Refer to http://phylliscroce.webs.com/structured-technical-writing http://phylliscroce.webs.com/writing-for-a-global-market

Recent: Senior Technical Writer (SDL) 1998-2014Principal Course Developer (XyEnterprise)

SDL www.sdl.com (formerly XyEnterprise, Inc.)201 Edgewater Dr, Wakefield, MA

Senior Technical Writer responsibilities included authoring, formatting, producing, and publishing documentation for system administration, installation, end-users/UI, QA, support engineers, and programmers about SDL’s content management systems (CMS) with vertical solutions that include DITA and S1000D. Responsibilities also included:

• Coordinating the localization of documentation (most recently into Japanese)• Mentor/assist with training of, and troubleshooting for new employee technical writers• Edited and proofread documents, ensuring they adhere to style guides and standards• Created graphics and illustrations for user guides• Presentations at national and international user conferences

Principal Course Developer responsibilities: In my role as principal course developer and instructional designer for the Contenta content management system and vertical solutions, I developed the curriculum and courses, and delivered training on-site and in-house to customers and co-workers in the roles of users, system administration, installation, QA, support engineering, and programming about the Contenta Content Management System (CMS), XML, and for the S1000D solution.

Writing and training samples, refer to http://phylliscroce.webs.com/samples

Writing Standards Structured – DITA - S1000DPublishing CHM, Web Help, PDF, IETM, HTML, DITA OT, Antenna

HouseContent Management Systems (CMS)

LiveContent Architect (formerly Trisoft), Contenta, LiveContent Reach

Authoring/Editing XMetaL - Arbortext Editor - FrameMaker - Xopus – oXygen – (MS Suite) MSWord – MSVisio – MSPaint – MSExcel - FrameMaker - LiveContent Author (Xopus) - RoboHelp –Adobe Acrobat – PowerPoint

Operating Systems/Database UNIX (Solaris & Linux) - Windows - VMware - Oracle - Informix – MSSQL

Other/LMSICT/OLT

Technical writing - Course development - Platform (in-class) training - Online training; online platforms: Blackboard, Canvas, Udemy.Working in an Agile environment using Confluence and Jira, Sharepoint

Past: Technical Writer 1995-1998Summa Four, Manchester, NH

Summa Four designed, developed, and produced programmable telephony switches. The company was acquired by Cisco Systems, Inc. in 1998.

Responsibilities included:• writing technical documents that described the installation, hardware, and maintenance of the

telephone switching systems• reading electrical specs to describe the telephony boards and switches• creating diagrams to enhance understanding of the information

Authoring/Editing FrameMaker –Adobe Acrobat – PowerPoint

Past: Technical Customer Support, Technical Writer, Training Manager 1987-1995DuPont Printing and Publishing, Commercial St., Manchester, NH

Through various acquisitions, DuPont Printing and Publishing was a parent company toCrosfield CSI, Hastech, Camex and ImagiTex over a period of the 8 years I was employed. I continued as an employee in a variety of positions as needed as the company refocused and reorganized their priorities.

Responsibilities are listed in chronological order from first to last.

Responsibilities• Installer for Content Management System for news publishing-editorial system. Installed and

managed the installation activities on-site; trained system administrators and newspaper support personnel to manage, troubleshoot, install and upgrade software. Assisted with establishing formats for news page layouts.

• Phone Support for news publishing-advertising system. Provided on-demand trouble shooting and installation support for domestic and international customer base and remote employees; phone, documentation, and on-site support.

• Technical Writer for news publishing-editorial system. Wrote user, administration, database configuration and management, and installation guides.

• Course Developer and Trainer for news publishing system. Developed courses and provided training for users, administrators, and installers including customers, company engineers, company support personnel, and distributors. Installing and configuring UNIX systems.

• Manager of Training for news publishing systems including acquired companies’ products.

Authoring/Editing FrameMaker –Adobe Acrobat – PowerPoint

Past: College Administrator 1979-1987State University College at Buffalo, Lifelong Learning Center (Continuing Education), 1300 Elmwood Ave, Buffalo, NH 14222

Responsibilities included administration of over 100 non-credit courses per semester serving over 1000 students; including writing news advertising and brochure copy for classes, interviewing instructors, reviewing and approving courses, hiring instructors and office staff, and scheduling classrooms. Also designed and configured systems and managed staff for registering students, collecting fees, producing class rosters and for instructor payments.

SKILLS• Master’s degree with over 15 years of experience in technical content writing and course

development.• Management of a course development project from start to completion.• Courseware design and development from start to finish including training needs analysis and

implementation of instructional material using multiple delivery methods.• Experience with asynchronous self-study material development and training/instruction.• Experience developing e-learning content.• Proficiency with technology-based tools and processes.• Experience writing and training for a global audience.• Excellent presentation skills for domestic and international classroom training, seminars, workshops,

and to customer user groups.• Delivery of technical training for customers, developers, professional services, customer support

staff, new employees, and international distributors and resellers.• Attention to details and the need to evaluate and revise current course content and curriculum to

meet new training requirements and keep technical information up to date.• Proposing, supporting, and contributing to the development of a certification program.• Ability to present technical information in an interesting and compelling manner.• Ability to complete tasks independently with minimal guidance.• Working in a fast-paced environment meeting deliverable deadlines.• Working in an Agile environment on multiple international teams simultaneously.

EDUCATION

SUNY College at Buffalo1300 Elmwood AveBuffalo, NY 14222

Master of Science in Education (MS Ed)Bachelor of Science

plus:• 12 hrs. post-graduate in Student Personnel Administration • 12 hrs post-graduate in Information Systems Management (computer programming)

plus:• 12 hrs. post-graduate in Student Personnel Administration • 12 hrs post-graduate in Information Systems Management (computer programming)