Freelance writer. Author of numerous technical and non-technical articles, feature stories, marketing communications, and white papers for a variety of publications and clients, ranging from computer publications to technical journals. Mar 2012-Jan 2013. Senior Instructional Designer, Kaiser Permanente. Responsible for the design and development of a suite of highly successful and well-regarded Web-based training courses to support the nationwide rollout of the Remedy ITSM 7.6 software to 60,000+ adult learners. Jun 2009-Aug 2011 Business Analyst, Bonneville Power Administration. Elicited requirements via interviews, document analysis, requirements workshops, site visits, business process descriptions, use case scenarios, and task analysis. Critically evaluated information from multiple sources and resolved conflicts. Developed suites of planning, implementation, and execution documents to support BPA's System Lifecycle process. Created documentation and training materials for