Portfolio

Some items from my portfolio follow. To view them, you'll need Adobe Acrobat Reader. If you haven't already installed this free software, you can download it from the Adobe website.

All samples have been edited to protect proprietary or confidential information.

Testing Resources

UAT Results Document

Consisting of an executive overview followed by in-depth results, this document is representative of the test plans I've written for back office applications. Management's sign-off on UAT results is typically the final step in an application's approval process.

View Sample

Instructions for Testers

Here's an example of a simple test plan volunteers can follow to put a new software application through its paces.

View Sample

End-user Manuals

Dialect Desktop Integrator User's Guide

This user guide explains Dialect Desktop Integrator, software that lets customer service agents control calls from their computer desktops. Written for people with little or no previous Computer-Telephone Integration experience.

View Full Document

The EditStation Application Development Tool Quickstart Guide

This is a guide for EditStation, "a Windows-based application anyone can use to create Interactive Voice Response (IVR) applications."

View Sample

Dialect Call Manager User's Guide

Written for experienced System Administrators and Programmers, this guide explains how to use a powerful utility for monitoring activity on an enterprise's telephone switch (PBX). The PDF document features a handy list of bookmarks in the left column, to help readers pinpoint the information they need.

View Full Document

BT&E User Guide

Step-by-step instructions for using a proprietary expense reporting system. Includes a Quick Reference Guide as an Appendix. This hardcopy documentation complements online Windows-based help available from the application and HTML-based help available either from the application or the Web.

View Sample

Circulation and Out-Calling Software

Written for System Administrators at major newspapers, this Guide explains how to use a customer service application for AT&T's Interactive Voice Response (IVR) system.

View Sample

Marketing Resources

"Dialect ActiveConnect Gets Your Phone Talking -- to your PC."

This sales brochure outlines the features of ActiveConnect, a tool for integrating phone systems and custom call handling programs for PCs.

View Full Document

"Flexible CTI From Your Windows Desktop" (Dialect Desktop Integrator)

In a busy call center, every second counts. This brochure explains how Desktop Integrator can save time by letting agents handle calls directly from their PC.

View Full Document

"Real-time Collaboration for Banking Clients"

This brochure promotes a highly secure online collaboration tool designed expressly for brokerages.

View Full Document

"The Mobile Desktop"

This piece announces an online collaboration platform for mobile devices.

View Full Document

Specifications

Functional Specification

A detailed functional specification to support development of a trouble ticket system for a large investment bank.

View Sample

Disaster Recovery Plan

A step-by-step Business Continuity guide for a critical banking application.

View Sample

Multimedia

SharePoint Collaboration Site

Based on Microsoft SharePoint technology, this collaboration site features automated workflows for routing requests and collecting approvals.

View Sample

BT&E Online HTML Help

Available through the Internet or directly from the BT&E online expense reporting tool, this HTML-based help contains all of the information contained in the printed User Guide.

Dialect Media Queue

This interactive product demo puts prospects into the driver's seat of the Dialect Media Queue. A streaming Internet version is under development. For now, you can download and run this demo from a Windows PC. Depending on the speed of your connection, this download may take some time. (Approximate size is 6.5 MB)

Download Demo

BT&E Online Windows Help

Available directly from the BT&E online expense reporting tool, this Windows-based help contains all of the information contained in the printed Users Guide.

Curriculum

Basic Call Processing Support Procedures

For self-study, this easy-to-digest curriculum teaches new Help Desk agents how to use the Rockwell ACD (Automatic Call Distributor).

View Sample

Lotus Notes 4.0 Learning Guide

A comprehensive User Guide, distributed enterprise-wide.

View Sample

Service Center Analyst Learning Guide

To be used as a study guide during Instructor-Led Training and as a reference guide later, this book explains how to create and manage trouble tickets using the ServiceCenter trouble ticket tool.

View Sample

CasePoint Agent Learning Guide

Introduces Help Desk agents to the concept of "case-based" reasoning and explains how to use the CasePoint product to find technical solutions more quickly. Student exercises and discussion points follow each major section.

View Sample

"Fast Forward" #3: Common Tasks

This single-sided flyer summarizes how to perform common tasks like reassigning trouble tickets to other departments.

View Full Document