Phyllis Croce

Tewksbury, MA 01876
978 851-5464
phyllis444@verizon.net
http://phylliscroce.webs.com/

EMPLOYMENT
Current: Trainer (FT) 2014-2015 (FT)
Charles River Development, 7 New England Executive Park, Burlington MA 01803
http://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 02115
http://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 30534
www.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. JER 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) 1998-2014
Principal 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 SDLs 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
Publishing
Content Management Systems
(CMS)
Authoring/Editing

Structured DITA - S1000D

CHM, Web Help, PDF, IETM, HTML, DITA OT, Antenna
House
LiveContent Architect (formerly Trisoft), Contenta,
LiveContent Reach
XMetaL - Arbortext Editor - FrameMaker - Xopus oXygen
(MS Suite) MSWord MSVisio MSPaint MSExcel -

Operating Systems/Database
Other/LMS
ICT/OLT

FrameMaker - LiveContent Author (Xopus) - RoboHelp

Adobe Acrobat PowerPoint
UNIX (Solaris & Linux) - Windows - VMware - Oracle Informix MSSQL
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 1995-1998

Summa 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 1987-1995

DuPont Printing and Publishing, Commercial St., Manchester, NH
Through various acquisitions, DuPont Printing and Publishing was a parent company to
Crosfield 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

SKILLS

Masters 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 for technical
writers.
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 Buffalo
1300 Elmwood Ave
Buffalo, 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)