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The following samples provide a brief overview of my work. If you are interested in seeing more samples of a particular type, feel free to contact me.

Want to learn more about off-site writers? Read this excerpt from Doctorate Candidate Kathy Brady's thesis - My quotes are in yellow.

Online help

The following were created in RoboHelp.

• MA4000
  This help system accompanied NEC’s Enterprise Manager (UNIVERGE MA4000), a centralized web based management system for communications servers.

• Direct Energy  - HelpMe
  This help system was geared toward Direct Energy’s Utility Customer Service Reps, Back Office personnel, and various levels of escalation teams. Due to the daily changes in the Texas regulations regarding Utility Industry, this system, and three others had to be updated at least daily with current rules, regulations, processes, and contact center scripts. The updated information was posted so that the teams were instantly up to speed on the changes. I also created several training documents related to major changes, and sent out News Bulletins notifying the teams of each change.

eLearning

The following was created using Adobe Captivate.

• eLearning  - Demonstration

Training

The following training guides were created for call center agents in a customer service capacity in the utility industry.

• Introduction Training Guide
   

• System Navigation and Search Training Guide
   

• Introduction to Systems Training Guide

Technical and User Manuals

These were all created in FrameMaker, with graphics and screen shots created in PhotoShop, InDesign, and Snag-It.

• VisualMerge User Guide - TallApplications
   

• Installation Manual - Call Center Software Server
   

• Quick Reference Guide - Call Center Client Application
   

• User Guide - Call Center
   

• Reports Manual - Call Center
   

• Administration Manual - Call Center
   

• Configuration Guide - Network ACD

Press releases

These were created in Word.

• Absoft GridWorld™ Press Release for IBM Grid and Grow™
   

• Link It's EZ Maintenance Web Product Launch
   

• VisualMerge - TallApplications
   

• Press Release - New Product Announcement

Product Overviews

These were all created in QuarkXpress or InDesign, with graphics created in PhotoShop and Illustrator.

• In Depth Product Information for Absoft and Apple OS X
   

• Tear Sheet for Absoft and Apple OS X
   

• System Specifications - Voice System

Brochures

These were all created in QuarkXpress or InDesign, with graphics created in PhotoShop and Illustrator.

• BlueVue II brochure for Latigent
   

• Solutions Brief for Absoft and Intel
   

• Solutions Brief for Absoft and Apple OS X
   

• HQMS brochure for Harrington Group
   

• Brochure for ACTEK's ACom3 Commission and Incentive Compensation System
   

• 2-color ACTEK ad for SILA (sila.org) Member Directory
   

• Voice System Link Application
   

• Voice System
   

• Voice System 2

•  

• Remote IP Telephone
   

• IP Telephone
   

Case Studies

These were all created in QuarkXpress or InDesign, with graphics created in PhotoShop and Illustrator.

• EnSight - Sandia National Laboratories Uses EnSight to Test the Boundaries of Nanowires
   

• Contactual helps sales outsourcing company to achieve their largest goals
   

• Contactual Helps Call Centers 24x7 Exceed Business Goals

White Papers

This was created in InDesign with graphics created in PhotoShop

• Database Auditing Best Practices

Policy, Procedure, and Business Process Documents

These were created in Word and were derived from Visio diagrams.

• Tax Exemption Process Document - Direct Energy
  
  

• Right of Rescission Process Notification - CPL / WTU Energy
  
  

• Collections Guidelines
  
  

• Automated Credit Hold Removal - Back Office Policy Guide
  

Statement of Work (SOW)

This was created in Word.

• Lead Offer Change for CPL (a subsidiary of Direct Energy) SFH Residential Customers Statement of Work

Power Point Presentations

• HP - SAP ERP 6.0 & HP ProLiant
  

• HP BladeSystem and Microsoft Exchange - Improving business agility with unified messaging and collaboration
  

• Direct Energy - Go/No Go Update For Credit Hold Removal Implementation
  

• Direct Energy - Mass Markets Energy – Weekly Project Status Update
  

• Iwatsu - ILANTX 3100 Sales Training

Contact me today so we can discuss your current and upcoming projects.