As mentioned on the Project History Page, much of my work is proprietary and hidden behind firewalls. As a result, there are examples of my work that I just can't display here. But there are some interesting projects that I can tell you about, so please click an index link below to read a short description of a project.
Project Title: (All) GM Workbench On-line Help Projects (General Motors)
Project Purpose: To create linked web-based user help pages for General Motors dealership decision support systems managing Vehicle Orders, Sales, and Parts.
GM migrated a number of legacy systems to Oracle-based systems using modified versions of Oracle's Workbench® software. The on-line help pages were designed to provide specific user information regarding individual system processes and reports. The pages were formatted as a collection of job aids that each addressed a specific process, screen, or task. Additionally, the help system included a Topic Index, Frequently Asked Questions (FAQ) collection, Glossary, External Resources information, and Training availability information, all of which were accessible from any help page. The help pages were linked with the production programs within an enterprise-wide portal thereby providing subject-matter-specific help for all system users.
Work Product: Several hundred web pages over a period of about six years.
Methods and Tools Employed: Using Macromedia HomeSite®, Adobe Dreamweaver®, or Notepad++® as the HTML code editor, I created new pages and updated existing pages with new program release information using content provided by subject matter experts. Additionally, using Adobe Acrobat®, I created PDF documents for certain job aids that could be printed for use as desk references. I also edited several Adobe Flash® eLearning courses for GM Order Workbench. Using Adobe Captivate®, I created or updated functional demonstrations of specific screen functions. Using Microsoft PowerPoint® and Word®, I created and updated Instructor and Participant Guides for Instructor-Led and Self-Paced training materials and job aids.
Project Title: MAISAid Overview eLearning Courses (University of Michigan)
Project Purpose: To provide user training courses in an eLearning environment for a newly developed ITIL-based* Service Management (SM) Process at the University. The SM Process is supported by a version of BMC Software's Remedy® product internally referred to as "MAISAid."
Work Product: Four eLearning courses providing an overview of MAISAid and its integrated processes and tools, including the Incident Management, Problem Management, Change Management, and Knowledge Management elements of the Service Management Process. I also created a Microsoft PowerPoint 2007® storyboard template for use by the developers working on the remainder of the 30 courses in this curriculum.
Methods and Tools Employed: I worked closely with the Process Owner, Subject Matter Experts, and Curriculum Designer to create the look and feel of the course within the general University guidelines for courseware development. I created the storyboards and several process animations using Microsoft PowerPoint 2007®. I used Hyperonics HyperSnap 6® for static screen captures, JASC (now Corel) PaintShop Pro 7® for additional graphics work (along with some Adobe PhotoShop®), Adobe Captivate 3® for developing and publishing animated Adobe Flash® demonstrations and simulations, Microsoft SharePoint® for version control, and the integrated Toolbook® editor of the SumTotal® Learning Management System for publication. I also used Adobe Acrobat® to create some printable reference materials.
* ITIL (Information Technology Infrastructure Library) is a set of best practices, concepts, and policies for managing information technology (IT) infrastructure, development, and operations.
Project Title: Executive Office Building A/V User Guide (Oakland County, Michigan)
Project Purpose: To create a collection of non-technical desk references targeting the casual user explaining the operation of a variety of audio/visual and video conferencing equipment for the 17 conference facilities housed in the Oakland County Executive Office Building. These conference facilities, several of which are state-of-the-art satellite-linked video conference centers, are available to all Oakland County divisions and municipalities for conference and training purposes.
Work Product: 17 user desk references specific to the equipment available in each of the conference rooms.
Methods and Tools Employed: Working with facilities personnel and the video conferencing equipment provider, I reviewed all of the room blueprints, equipment specifications, and operating manuals and distilled the essential information into specific job aids covering the use each piece of equipment.
I used a 35mm digital camera to take pictures of the devices and control panels in each room. I used the editing functions of Techsmith SnagIt® to convert and clean up the digital photos. I used Microsoft Visio® to create color coded room layouts showing the location of each piece of equipment and matched the color coding to the tabs on the corresponding job aid in the desk reference for ease of identification by the user. I used Microsoft Word® to create the original content and Adobe Acrobat® to compile and publish the finished documents, which were offset printed and bound by the client.
Project Title: Network Operations Center (NOC) Phase I Development Documentation (Oakland County Michigan)
Project Purpose: Oakland County was in the preliminary phase of consolidating its current autonomous Help Desk, Network Maintenance, and Database Maintenance operations into a full-blown Network Operations Center. They required templates for recording the development history as well as for post-implementation operational documentation.
Work Product: Several documentation templates in Microsoft Word®.
Methods and Tools Employed: I reviewed existing project-related documentation and discussed the desired information with management and subject matter experts from the three department operations. I used Microsoft Word® to create the templates.
Project Title: E-Commerce Framework Handbook (Oakland County Michigan)
Project Purpose: To develop an internal application user guide for Oakland County's on-line public information delivery portal. The guide was intended for use by Oakland County Departmental and Help Desk personnel.
Oakland County provides an on-line portal enabling public documents to be purchased, including birth and death records, marriage licenses, court proceedings, land records, etc. Several County divisions use the portal internally and the Help Desk responds to internal and external user requests for assistance with on-line applications.
Work Product: A comprehensive guide explaining how to use every feature of every on-line application within the portal.
Methods and Tools Employed: I reviewed existing project-related documentation and discussed application functionality with the application programmers and subject matter experts. Additionally, I tested each application individually to review expected results and error handling, and to ensure the accuracy of the documentation. I used Microsoft Word® to create the master document and Adobe Acrobat® to publish the information electronically.
Project Title: GM Production Order Management Scheduling (POMS) ILT course development [Korean deployment] (General Motors)
Project Purpose: To develop training documentation for the POMS ILT course for presentation to users in the Republic of Korea.
GM rolled-out an order management system to its GM Daewoo Auto & Technology (GMDAT) subsidiary in Seoul, South Korea. The course trained GMDAT employees how to use the new system and software in the production environment.
Work Product: A master Instructor Guide, Student Guide and Job Aids, and presentation slides. The finished product was translated into the Korean language and delivered in Seoul, South Korea by English-speaking trainers assisted by Korean interpreters.
Methods and Tools Employed: I reviewed existing system documentation and test versions of the applications and discussed the application functionality with subject matter experts and the instructors. I participated in weekly update meetings using Cisco Webex® with project team members located all over the world to review material and discuss implementation strategies for course delivery. I used Techsmith SnagIt® to create screen captures, Microsoft PowerPoint® to create the presentation slides, and Microsoft Word® to create the master documents which were translated into Korean by a translation service.
Project Title: Septics System User Guide (Oakland County Michigan)
Project Purpose: To create a system user manual for both field and office use covering the Septics System application.
Oakland County has developed an on-line application for managing septic system installations, repairs, and inspections within the County. Permits are requested by the public via the Internet and records of work, inspections, and approvals are maintained using lap top computers and GPS locating devices in the field and on desktop computers in the Oakland County Health Division offices.
Work Product: A 480-page user guide in both hard-copy and Adobe Acrobat® format explaining, in various levels of summary and detail, the overall process flow, detailed process flows, application screen use instructions, form completion instructions, and work distribution and responsibilities. The hardcopy version incorporates fold-out indexed process diagrams that can be viewed simultaneously while reading the applicable documentation detail at any location in the guide. The electronic version is also thoroughly indexed and cross-referenced for ease of locating the specific information required.
Methods and Tools Employed: I met and worked closely with the process owners, subject matter experts, and application programmers, as well as with both field and office personnel to establish types of information that would be useful at all levels of the process. I reviewed system documentation and historical manual process guidelines to develop the details needed for the guide. I also worked closely with the printer to determine the most effective use of materials, fonts, colors, and binders for the finished hardcopy version of the product. I used Techsmith SnagIt® to create the screen captures, JASC (now Corel) PaintShop Pro 7® for additional graphics work, Microsoft Visio® to create the summary and detailed process flows, Microsoft Word® to create the master document and colored tabs, and Adobe Acrobat® to create the print master and on-line version of the document.
Project Title: Wells Application User Guide (Oakland County Michigan)
Project Purpose: To create a system user manual for both field and office use covering the Wells Application System.
Oakland County has developed an on-line application for managing water well installations, repairs, abandonments, and inspections within the County. Permits are requested by the public via the Internet and records of work, inspections, and approvals are maintained using lap top computers and GPS locating devices in the field and on desktop computers in the Oakland County Health Division offices.
Work Product: A 480-page user guide in both hard-copy and Adobe Acrobat® format explaining, in various levels of summary and detail, the overall process flow, detailed process flows, application screen use instructions, form completion instructions, and work distribution and responsibilities. The hardcopy version incorporates fold-out indexed process diagrams that can be viewed simultaneously while reading the applicable documentation detail at any location in the guide. The electronic version is also thoroughly indexed and cross-referenced for ease of locating the specific information required.
Methods and Tools Employed: I met and worked closely with the process owners, subject matter experts, and application programmers, as well as with both field and office personnel to establish types of information that would be useful at all levels of the process. I reviewed system documentation and historical manual process guidelines to develop the details needed for the guide. I also worked closely with the printer to determine the most effective use of materials, fonts, colors, and binders for the finished hardcopy version of the product. I used Techsmith SnagIt® to create the screen captures, JASC (now Corel) PaintShop Pro 7® for additional graphics work, Microsoft Visio® to create the summary and detailed process flows, Microsoft Word® to create the master document and colored tabs, and Adobe Acrobat® to create the print master and on-line version of the document.
Project Title: Business Requirements Document Template (Oakland County Michigan)
Project Purpose: To create document template to be used by project managers and business analysts as a guide for comprehensive and like-formatted business requirements documents.
Oakland County Department of Information Technology (OCDOIT) management was looking to update and standardize the format and content presentation for preparing business requirements documents for review by the Steering Committee.
Work Product: A template and sample document containing the format, layout, styles, and section headings along with instructions for using the template. The template incorporates the following major elements (supporting elements are not included in this list):
Methods and Tools Employed: I worked with project management and reviewed existing samples business requirements documents. I also researched best practices and incorporated my own experience in preparing the template. The finished product was created in Microsoft Word®.
Project Title: ArcIMS® Basics User Guide (Oakland County Michigan)
Project Purpose: To create a document that describes the basic features and functions of ESRI ArcIMS® and explains how to use them.
A GIS (Geographic Information System) is a computer technology that combines geographic data (the location of human-made and natural features on the earth's surface) and other types of information (names, classifications, addresses and much more) to generate visual maps and reports. ArcIMS® is a server-based product that provides Web publishing of GIS maps, data, and metadata. The Oakland County Enterprise GIS™ is a program that supports and promotes coordinated location-based data development and access across jurisdictional and departmental boundaries.
Work Product: A document intended for individuals who require a basic understanding of Oakland County Enterprise GIS™ and ArcIMS® functions including the interface, mapping, and data characteristics.
Methods and Tools Employed: I worked with project management and application programmers and tested the system functionality. I used Techsmith SnagIt® for the screen captures and basic graphics editing tasks. The finished product was created and is maintained in two versions: one in Microsoft Word® and one in Adobe Acrobat®.
Project Title: CLEMIS CrimeIMS System User Guide (Oakland County Michigan)
Project Purpose: To create a document that describes the features and functions of the Criminal and Law Enforcement Management Information System (CLEMIS) Crime IMS application and explains how to use them. Crime IMS is based on the Oakland County Enterprise GIS™ platform (See also the ArcIMS® Basic User Guide project description, above, for more information).
CLEMIS is a cross-jurisdictional county and municipal management information system that records crime activity and statistics. It is similar in concept to the Michigan Law Enforcement Information Network (LEIN)used by the Michigan State Police and the Uniform Crime Reporting (UCR) system used by the FBI.
Oakland County developed the Crime IMS application to provide CLEMIS users with a crime analysis tool that enables gathering CLEMIS data and viewing the results on a map, in a report, or on one of three chart types. Data is presented in a relational format based on the users' criteria (for example, how many robberies were reported within a geographical area within a certain time period by time of day).
Work Product: A document containing user instructions and examples for all on-screen functions of the Crime IMS application.
Methods and Tools Employed: I worked with project management and application programmers and tested the application's functionality. I used Techsmith SnagIt® for the screen captures and basic graphics editing tasks. The finished product was created and is maintained in two versions: one in Microsoft Word® and one in Adobe Acrobat®.