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Jennifer A.

Jackson
PROFESSIONAL SUMMARY
An experienced learning consultant familiar with the challenges faced by organizations and their people. Focused on implementing SAP/ERP training and regulated documentation across an enterprise. Experience includes large systems integration (ERP), change management initiatives, and learning management system (LMS) implementations. Excellent project management, organizational, and analytical skills. Hands-on experience in developing courseware that engages internal and external audiences. Proven ability to build and lead teams that deliver on time and on budget. Private industry experience includes high tech, defense, financial services (insurance, banking, securities), medical, pharmaceutical, utilities, telecommunications, lottery, retail, and manufacturing industries. Public sector experience in Canada includes provincial ministries, agencies, and crown corporations. Change management experience includes project, super user, and end user communications, conducting process workshops for learning management systems, website design, role mapping, as well as executive level communications. Marketing communications experience from concept through to production of materials such as corporate and annual brochures, newsletters, product releases, and all aspects of graphic design for multi-lingual audiences. (Samples are available on request.) Clients include Levis Strauss & Co., Medtronic/Kyphon, Applied Materials, Rockwell Automation, Chevron, Intel, IBM, Adaptec, 3Com, Micron Technology, StorageTek (STK), Atmel, TIMET, U.S. Army, Northrop Grumman Space & Missions Systems (NGMS), Sega, Hyundai Electric (HEA), Amgen, Boehringer Ingelheim, The Walt Disney Corporation, UnitedHealth Group, Farmers Insurance (Zurich Financial Services), Wells Fargo, The Royal Bank of Canada, The Canadian Imperial Bank of Commerce (CIBC), The Capital Group, MasterCard Inc., The Toronto Stock Exchange, Merisel, University of Toronto, Unilever Canada, Ontario Hydro, Hostess Frito-Lay, Sweetheart Cups, Ice Cream Partners, SAP America, the Province of Ontario (various ministries including Environment, Government Services), College of Physicians and Surgeons of Ontario, Royal Commission on Learning

PROFESSIONAL EXPERIENCE
Elliott Jackson Communications, LLC Oakland, CA: Consultant, July 2003 to present. Directly involved in all aspects of developing, managing, and delivering innovative SAP training, learning management, and documentation solutions for Fortune 100 and 500 corporations. SAP America, Palo Alto, CA: Director, SAP Education, January 2003 to July 2003. Education Director, responsible for west and mid-west end user training and performance support. Strategic advisor to clients in the manufacturing, services, and CPG industries as well as the public sector. Clients advised include Clorox, Novellus, Weyerhaeuser, Minimed-Medtronic, Farmers Insurance (Zurich), Warner Brothers Entertainment, Levi Strauss & Co. Managed a team of six Education Account Managers. Manager, Education Services--West, July 2002 to January 2003. Business development manager responsible for project team and end user training. Strategic advisor to clients in the manufacturing and CPG industries. PricewaterhouseCoopers LLC, San Francisco, CA: Principal Consultant, Management Consulting Services, February 1997 to July 2002. Scoped, delivered and/or managed implementation of SAP education services to multiple global and domestic clients across all industries. Elliott Jackson Communications Inc., Toronto, Canada; Consultant, August 1990 to January 1997. Directly involved in all aspects of developing, managing, and delivering innovative training and documentation programs for Fortune 1000 corporations. Developed a training and documentation outsourcing model for clients in the public and private sectors.

Jennifer A. Jackson (415) 307-0290 jajackson@pobox.com

PROJECT HIGHLIGHTS
Levi Strauss & Co. SAP Training Lead responsible for post-go live training activities. To support a domestic SAP AFS deployment, implemented a sustainable training infrastructure, led optimization training activities, and supported the development of a super user programme. Upgraded uPerform from 2.1 to 3.13 and developed an author training programme. Managed a team of content developers, a training technologist, and an LMS Administrator through two major releases. Managed an AFS workshop as well as training for ARIS, SolMan, GRC (CUP, ChARM) and other technical areas. Medtronic/Kyphon SAP Training Lead responsible for managing SAP training for two recently acquired Medtronic sites (Sunnyvale, CA and Neuchatel, Switzerland). Working with the global training team based in Minneapolis and Memphis, managed supply chain, finance, and customer service training in a validated environment. Implemented training infrastructure (LMS Saba administrator, training room build out) to support a rapid SAP deployment. Applied Materials ISD Lead responsible for developing templates, training needs analysis, and developing course materials for the Finance workstream in SAP ERP 2005/ECC 6.0. Rockwell Automation Acting SAP Training Director/Training Strategist. Responsible for training deployment activities and development of HCM off-shore elearning content. Brought in to provide strategic direction, develop a training infrastructure, and create a post-implementation training strategy for a curriculum that also included CRM and financial modules. Managed the SAP Education account relationship. UnitedHealth Group Managed a multi-faceted learning project with a three week development timeline for an external three day train-the-trainer programme. Managed all post-product launch training activities. Deliverables included creating an 8 hour workshop to develop sales skills for customer service representatives when the close statistics were lower than anticipated. Managed a team of instructional designers, web developer, and an LMS administrator. Amgen SAP implementation, Training Lead for IBM. Developed the end user training strategy for Amgens global HCM and supply chain SAP implementation. Managed project team training activities for the global ERP training team which is based in southern California and the Netherlands. Developed a blended learning solution that included RWDs Info Pak Suite, SAP Tutor, and other web-based learning development tools. Solution included off-shore development of web-based training. Managed a team of 12 training developers and learning technologists as well as supervising client staff. For six months, performed in the role of both consultant and client Training Lead as well as managing the SAP Education account relationship. US Army (GCSS-Army (Field/Tactical)) SAP implementation, Training Lead for Northrop Grumman Space & Missions Systems (NGMS). Developed the training strategy for the tactical armys supply chain and HCM implementation which will go live in 2007. Managed an InfoPak implementation for a 200 person project team, a blended learning curriculum for end user training as well as an executive education course for the Pentagon. Responsible for all aspects of project team training including custom courseware developed for the GCSS-Army project. Managed trade studies to select training development tools and a learning management system. Project will scale from 3,200 end users to over 162,000 over a 30 month period. Managed a 12 person team made up of lead system integrator staff, consultants from multiple integrators, and US Army personnel. Boehringer Ingelheim (BI), Learning Management System (LMS) implementation, Technical Team CoLead and Process Team Lead. BI is a $7 billion company that implemented a learning management system (Plateau) in their US operating units (OPUs). Co-led technical activities related to the implementation such as the SAP HR and Ceridian interfaces, data migration, and data conversion. Requested by client to take responsibility for the process workstream when the team fell behind in its deliverables. Facilitated a series of As-Is and To-Be workshops for two OPUs. Mapped and documented new business processes, developed and documented new business rules. Managed a team of 10 trainers and subject matter experts. Developed a formal knowledge transfer program for client staff. Sweetheart Cups (Fonda Brands) SAP implementation, Training Lead. Developed the training strategy for a rapid-path, full module implementation. Developed a blended elearning solution integrating instructor led training with simulations (SAP Tutor).

Jennifer A. Jackson (415) 307-0290 jajackson@pobox.com

Walt Disney Corporation, SAP implementation, Training SME. Wrote the cutover and post-implementation strategy for wave one super users. Created the work plan, estimated resource requirements to prepare cutover and HyperCare collateral to support domestic and international super users. Strategy was designed to be used for waves two to five which included HCM. Atmel, SAP Implementation, Training Project Manager. Developed project plan, curriculum, and managed development of deliverables for a Lot Tracking System (LTS) which integrates with SAP. Farmers Insurance (Zurich Financial Services), SAP implementation, Training Director for Project Team and End User training. Farmers Insurance was part of a global SAP implementation within the Zurich Financial Services Group. Developed and implemented the project team and the end user training strategies for Farmers which included the implementation of a web-based production support system (AnswerWeb). Developed an executive education program. Implemented a blended eLearning solution of web-based training (WBT) and SAP Tutor simulations to reduce post-implementation training costs. Advised Farmers on a post-implementation training and support strategy. Developed and managed a formal knowledge transfer programme between consultants and Farmers employees. Ice Cream Partners (ICP), Project Foundation, SAP implementation, Training Director for team of seven FTE's. The team developed training for all core SAP modules using a blended solution of computer-based training (CBT) and instructor-led training (ILT) in multiple locations across the United States. Also advised ICP on an elearning post-implementation training and support strategy. Micron Technology, Inc., SAP implementation, Training Director for Project Team and End User training. Micron, a $3 billion company, implemented all SAP modules as well as EDI, workflow, and E-commerce for its global semiconductor operations. In addition to the Alpha 1 and 2 projects, there were two additional implementations for HR (Beta) as well as PP (Theta). Created the strategy and budget for developing project team and end user training for all core SAP modules. Also provided strategic advice to the Beta and Theta training teams which implemented SAP R/3 4.5 in Idaho, Singapore, and Italy. Wells Fargo, SAP implementation, Training Director for Project Team and End User training. Wells Fargo implemented the SAP Real Estate module as well as MM and FI/CO for the Corporate Properties Group (CPG). Managed the development of the training strategy and acted as an advisor to the training team. Sega, SAP implementation, Training Director for post-implementation end user training. Managed the development of a self-directed training program for new hires and current users needing advanced and cross-training in all core SAP modules. Responsible for implementing a skills lab which provided a structure for self-paced, new hire training, as well as providing a road map for individuals requiring cross-training in key functional areas. StorageTek (STK), SAP implementation, Training Director for End User training. STK, a $2 billion global manufacturer and distributor of high-end storage products implemented SAP R/3 in the United States, Puerto Rico, and France. Worked with the client to determine the scope, training approach, and costs of developing training for over 3,500 end users. To support the end users, an electronic performance support system (EPSS) was implemented along with computer-based training (CBT) targeted to specific audiences at STK. To deliver the work instructions, workbooks, instructor guides and other job aids required a large development team at its peak included over 25 project team members including technical editors, developers from both the client, PricewaterhouseCoopers, and a third party consulting firm. Provided advice on training management issues throughout the project. Merisel, SAP implementation, Training Project Manager and Advisor. Merisel was a $4.3 billion distributor of personal computer equipment, software, and accessories. Determined the scope, training approach, and the costs of developing training for over 1,500 end users located in Los Angeles and seven distribution centers in the United States. Managed the training strategy, development of work plans, and staffed the project with a training lead, three team leads, a technical editor, and over 12 client developers. The Capital Group, SAP implementation, Training Advisor. Provided strategic advice to The Capital Group on training management issues.

Jennifer A. Jackson (415) 307-0290 jajackson@pobox.com

Hyundai Electric (HEA), SAP implementation, Project Manager for Project Team training, Managed the development of a three week custom project team training for the HEA project team. The team consisted of eight developers and five instructors who were responsible for developing instructor/participant guides, exercises, creating and loading data for the hands-on portions of the courses. The courses developed were level 2 training for FI/CO, SD, MM, and PP. Despite an extremely aggressive timeline, with neither training materials nor exercise data for the classroom, the courses were developed on time and the client was very satisfied with the quality of the materials and the instruction. Titanium Metals (TIMET), SAP implementation, Training Project Manager. The TIMET project was a global SAP implementation of FI/CO, MM, SD, and PP. Developed a training strategy for TIMET, which included an analysis of the clients current environment, recommended approach, workplans, and an analysis of training best practices. At the beginning of the project, TIMET had never provided in-house training, at the conclusion of the project, implemented an infrastructure capable of undertaking the training development needed to support a global implementation. Adaptec, SAP implementation, Training Advisor. The Adaptec implementation was a global SAP implementation of FI/CO, MM, PP, SD, and HR. Provided quality reviews of the training approach and development process. University of Toronto, SAP implementation, Senior Consultant. One of the first higher education SAP financial implementations in North America. Implemented a web-based documentation solution to reduce production and distribution costs.

PROJECT AND MANAGEMENT EXPERIENCE


Project Management Managed training, eLearning, technical documentation, learning management system, and marketing communications projects for clients in the high tech, retail, financial services, manufacturing, government services, lottery, and life sciences industries. Developed and implemented training programs for clients implementing SAP R/3 versions 2.2 to ECC 6.0. Created an international training department for a telecommunications software vendor who develops, markets, and supports advanced Operations Support systems (OSS). Established a technical writing unit to produce documentation for an international back-office application. Managed all training activities for a telecommunications software vendor. (These activities included needs analysis, courseware design, staffing as well as managing the construction of an in-house training facility.) Managed a project team assembled to document data center procedures for a global payment services corporation. Managed the production of external and internal documentation including staffing, developing project plans and work schedules. (Documentation included user guides, style guides, operating procedures, training, and marketing materials.) Practice Development As a practice manager, provided thought leadership and mentoring while growing a learning solutions practice from 6 to over 40 consultants. Managed and co-authored a project management course for consultants with limited project management experience who were expected to lead training projects. The course was a one-day workshop that focused on the realities of project management and concentrated on accelerators for SAP learning projects.

LEARNING MANAGEMENT AND DOCUMENT MANAGEMENT EXPERIENCE


Learning Management Systems Evaluated and implemented learning management systems to support ERP and custom applications. Full life cycle experience from selection through to implementation. Documentation Management Researched, evaluated, and recommended online documentation tools and authoring systems for clients. Researched, evaluated, selected, and installed publishing systems. For a financial services client, evaluated and selected a replacement system for a word processing department. Assisted the client in expanding the role of a word processing department from text processing on a dedicated system to desktop publishing on multiple platforms. Trained clients in desktop publishing techniques and documentation management.

Jennifer A. Jackson (415) 307-0290 jajackson@pobox.com

End-user Documentation and Training Materials Designed and wrote training scripts and end-user documentation for a workflow and imaging system. Developed templates for scripts and user guides in Word and FrameMaker. Designed and wrote end-user documentation for a group insurance management system using the Information Mapping process. Implemented a FrameMaker publishing system, developed templates in Word and FrameMaker, trained client staff in its use. For a Canadian lottery corporation implementing a custom client server application, wrote end-user documentation, training materials (student and instructors guides), online help, and quick reference material to support an online lottery administration system. Documented the lottery network, online gaming terminals, and vendor database as well as a work request system. For a client providing back-office support to the financial services industry, documented an application which links the international financial community and facilitates the settlement of international trades. Documentation included user guides, forms, functional specifications, management guides, and technical reference for communications software. Standardized the format and packaging of user guides and other documentation, reduced the costs of packaging documentation and improved the corporate image. Technical Editing Edited policies and procedures for province-wide independent health facilities which perform anesthesia, plastic surgery, ophthalmology, diagnostic imaging, sleep medicine, and haemodialysis procedures. Completed editorial and structural reviews for documentation teams in many industries. Edited and produced documentation for a home care system used by over 30 provincial agencies. Documents included an end-user manual, a processing guide, and systems documentation.) Edited functional specifications for an automated deposit interest system as well as creating a style guide for business analysts. This reduced the time required to develop specifications and improved the readability of technical documentation.

EDUCATION AND CERTIFICATIONS


Master level studies, University of Western Ontario; Department of Political Science Honors Bachelor of Arts, University of Western Ontario; Department of Political Science Multiple professional seminars and courses completed

AWARDS AND HONORS


Society for Technical Communications International Service Award: Outstanding Service Award 1997, 2000 Rennie Charles Award for Outstanding Contribution, 1991 Distinguished Award for Marketing Publications 1990, 1993

PROFESSIONAL AFFILIATIONS
Society for Technical Communication (STC), Senior Member American Society for Training and Development (ASTD) Project Management Institute (PMI)

Jennifer A. Jackson (415) 307-0290 jajackson@pobox.com