Friends of Kevin Newsletter

Subscribe to my newsletter to learn all of my best networking tips

Join Now

Job Wanted

Resume for Linda Trapasso

Linda S. Trapasso


[email protected]                                                               C 603-320-8033                        






Excellent writer communicating what the user needs. 10+ years of experience and an MS degree make it easy to research and gather information from engineers, team members, and users, and to collaborate for team success. Adaptable and flexible. Quick learner. Revises legacy information or writes new information. Uses information architecture to coordinate documents and online help, and to meet end user needs and deliver on time.


Deliverables – Product Overviews, End User Guides, Quick Start Guides, How to Guides, Installations, System Management/Administration Guides, Reference Manuals (languages, commands, developer, administrator), Step-by-Step Instructions/Tutorials, Policies and Procedures, SOPs, SDKs/APIs, Online Help, Release Notes, Reports, Errata.


Tools – MS Word, MS Visio, SnagIt, MS PowerPoint, MS Excel, Adobe Acrobat, MS Paint, MS SharePoint, Content Management Systems, Code Management Systems, Wikis, SGML/SDML, HTML/CSS, FrameMaker, RoboHelp, Photoshop, Dreamweaver.


Technology – Web interfaces, GUIs, and CLIs; Server, Distributed, and Web apps; operating systems, languages (HTML, SGML, Java, and JavaScript), Object Oriented, ITIL, storage, networking, financial, databases, video servers.


Writing/User Assistance


Documented approximately 100 procedures not previously available for transfer of work to India.


Wrote 220 billing procedures (180 were not documented) and managed files with SharePoint.


Developed single-source UPD content via a Lotus Notes application and managed documents with SharePoint.


Usability/User Experience


Gathered information from users on their issues with a client onboarding Macro and wrote requirements to resolve those issues.


Identified client needs through online meetings and improved, revamped, and simplified ITIL-based processes to meet those needs.




Conducted meetings with all levels of the business units and learned the details for their reporting procedures.


Interviewed clients and HP personnel to understand their needs and perspectives regarding the ITIL processes.




Process mapped new ITIL-based client processes with the client and then developed new procedures to support them.


Interviewed SMEs via telephone, email, and Intranet chat to gather needed information and updated the UPDs using this data.




Technical Writer Consultant, State Street Corporation, Boston, MA                                                                                       2013 to 2016


Worked on the Business Analyst team responsible for an internal Dynamic Margining, Collateral Validation, and Enhanced Custody financial application set. Began with Technical Writing tasks and progressed to Business Analyst tasks. Interviewed users to learn their perspective/experience with the internal application, gathered requirements, and analyzed the data. Project management and governance tasks. Designed and wrote necessary forms, guides, and SOPs. Documentation writer for five internal software applications.


Wrote user administration procedures and set up 100+ user accounts for internal non-production application systems. Provided these procedures to and trained the appropriate corporate groups responsible for internal production application systems. Performed user administration on internal non-production systems and trained a BA to take over this work.


Interviewed and job shadowed users to discover their issues with an MS Excel Macro for onboarding clients to the internal application. Wrote requirements for the next Macro version. Worked with the developer to implement the Macro requirements. Tested the Macro and monitored user testing of the Macro. Trained a BA to take over this work.


Gathered user requirements. Performed audience analysis.  Designed and wrote 55+ new internal SOPs, Quick Start Guides, User Guides, Installation Guides, User and System Administration Guides, and User Account Request Forms.  


Stored documents in project SharePoint and posted to project WIKI. Assisted with managing items in project SharePoint and project WIKI.


Performed governance activities, such as archiving 200+ project files and conducting 100+ internal user re-certifications.


Technical Writer (Contract), Stratus Technologies, Maynard, MA                                                                                                         2013


Worked with consultants to gather department descriptions and high-level processes for restructuring purposes.


Gathered information by meeting with department employees. Identified department members, tasks, equipment, and more.


Wrote department descriptions using a template from the consultants. Interviewed employees for more detailed data and to obtain process and infrastructure diagrams.


Researched internal and external online resources for each department and added those to the department descriptions.


Wrote a step-by-step guide for the Sustaining Engineering release process (which previously did not exist). Interviewed the engineers to learn the procedures, obtain process maps, and identify the locations of online resources. Completed this document in five business days.


Technical Writer (Contract), State Street Corporation, Boston, MA                                                                                       2012 to 2013


Wrote report production procedures for the Finance Transformation Program Management Office (PMO). Worked with Business Analysts/Financial Analysts in USA and Canada. Coached writers in Boston and Bangalore.


Conducted meetings with all levels of the business units. Interviewed and job shadowed the BAs/FAs to understand the reporting needs and to gather steps for report creation. Report creation utilized the output from various internal tools, databases, and Excel spreadsheets.


Developed Visio process flows and wrote step-by-step instructions for creating the reports. Validated this information with reviews.


Observed similarities in reporting activities and brought it to the attention of the PMO and BAs/FAs. All agreed to reduce the number of reports after reviewing these overlaps. Revised the procedures to reflect this change.


Wrote instructions for 100+ report procedures (which previously were undocumented), including screen captures and Visio process flows. Designed, developed, and maintained an MS Word template for the reporting procedures. Maintained library of completed procedures in SharePoint. Managed writing schedule and reviews of procedures with their process flows. Delivered on time.


Technical Writer (Contract), National Financial Services, LLC/Fidelity Investments, Boston, MA                                                 2012


Wrote procedures for the NF Billing group before they moved to Texas. Interviewed and job shadowed Financial Analysts in Boston and Texas to obtain detailed information. Trained an FA in Texas to take over this work.


Determined the client setup procedure by reviewing the client contracts and various computer applications. Had walkthroughs with the FAs to verify the client setup procedure.


Wrote step-by-step instructions with screen captures for 180 new billing procedures and updated 40 existing billing procedures. Confirmed these procedures with the FAs through job shadowing and reviews.


Organized and maintained the completed billing procedures on the group’s SharePoint site.


Technical Writer Consultant, Hewlett-Packard, Andover, MA (remote)                                                                                 2009 to 2011


Customized ITIL-based Policies and Procedures Manuals (PPMs) to match the contracts HP made with clients for IT services. Collaborated with writing team or worked individually. Trained a writer in Costa Rica to do this work and provided job aids for same.


Interviewed clients and HP personnel to understand their needs and perspectives regarding the ITIL processes.


Analyzed the client contracts to determine what parts of the PPM were needed. Revised ITIL-based process maps and procedures from the template to meet the client’s contract requirements for the PPM.


Created new ITIL-based processes to meet client demands when they were not available in the standard PPM.


Organized online reviews of the process maps and step-by-step instructions. Revised as needed. PPMs varied in size from 15 to 50+ chapters.


Improved, revamped, and simplified ITIL-based processes to meet client needs. Delivered on time.


Technical Writer Consultant, Fidelity Investments, Merrimack, NH                                                                                        2007 to 2009


Worked on the Process Documentation team providing User Process Document (UPDs) for internal backend office associates working on Defined Benefits and Defined Contributions for Fidelity’s clients.


Designed, wrote, and revised the Intranet-based UPDs using a customized version of Lotus Notes, including single source content. Developed graphics as needed. Stored project and team documents in SharePoint and EDMS.


Interviewed subject matter experts via telephone, email, and Intranet chat. Revised the UPDs using this data.


Designed the information architecture and wrote Fidelity Intranet-based documentation for a new internal software tool. Member of team co-located in New Hampshire, Massachusetts, and North Carolina. Stored the documents on the client’s Intranet site. Nominated for Veritude Employee of the Quarter, Q3 CY 2008.


Legal Writer/Legal Assistant, Welts, White & Fontaine, P.C., Nashua, NH                                                                         2004 to 2006


Compiled and drafted legal documents and correspondence for civil litigation, estate planning, probate administration, and corporate matters. Researched legal information in LexisNexis and New Hampshire government Web sites. Performed administrative tasks.


EDUCATION – MS Geology, Acadia University, Wolfville, NS, Canada. BS Earth Science, cum laude, Salem State University, Salem, MA


PROFESSIONAL DEVELOPMENT – Software Technical Writing Certificate. Introduction to Creating Web Sites with Dreamweaver Certificate. Java/JavaScript. Human-Computer Interaction Intensive Certificate. Contextual Inquiry, Structured Documentation, ISO 9001, Information Mapping, Indexing, Copyediting. Paralegal Certificate. Landmark Self Expression and Leadership Program (SELP).



VOLUNTEER WORKFounder and Board Member, Nashua Career Network Connection (NCsquared); Bulletin Columnist and Committee Member, Religious Community; Volunteer SELP Coach, Landmark Education.

Resume for Jessica Stern


(603) 557-4570 | 38 Royal Crest Drive APT 7, Nashua NH 03060 [email protected]|



A highly motivated and enthusiastic professional who is adaptable and thorough. Is equally effective at working in a team or in a more solitary setting, as well as being dedicated and reliable in their work. A quick learner who is methodical and detail oriented. Able to meet deadlines effectively in a dependable and punctual manner. Strong multi tasker who is ready to succeed in a skilled position.






Attention to detail


Writing and Editing


Written Communication


Computer Skills










Providing Support


Social Media (Facebook, Twitter, Instagram)




Basic IT



Writer for Website and Social Media, Twill Fabric & Yarn, Nashua NH (Sep. 2015 – Present) (Volunteer)

Creates pages for website and posts for social media accounts

Data Analyst, Amazon, Cambridge MA (Jan. 2016 – Dec. 2015) (Contract)

Transcribe and annotate audio data

Executive Assistant, Northeast Broadcasting Company, Bedford NH (Aug. 2014 – Sep. 2014)

Answer multi-line phones and maintain extensive records for executive

Information Desk Assistant, O’Leary Library, UMass Lowell, Lowell MA (May 2012 – Dec. 2013)

Greet library patrons and offer assistance when needed

Office Assistant, Department of Physics, UMass Lowell, Lowell MA (Sep. 2010 – May 2012)

Collate mailings, grade student tests, and other tasks as needed for specific professor

Associate, Petsmart, Sunrise FL (Jun. 2009 – Aug. 2009)

Provide support in fish department and cashier as necessary

Associate, Kohl’s, Nashua NH (Apr. 2007 – Jul. 2007)

Cashier and floor stocking of merchandise


Writer and Podcaster, My Knitting Life, Blog: (Mar. 2011 – Present)

Intern, Pollard Memorial Library, Lowell MA (Sep. 2013 – Jan. 2014)

Retail Associate, Petsmart, Sunrise FL (May 2009 – Aug. 2009)

Retail Associate, Kohl’s, Nashua NH (Apr. 2007 – Jul. 2007)




Bachelor’s Degree, English, UMass Lowell, Lowell MA


Associates Degree, Liberal Arts, Landmark College, Putney VT

Resume for Lynne Barletta

Lynne Barletta


22 Stonewall Drive

 Woburn, Massachusetts 01801

(781) 608-6309 / [email protected]



Successful Account Manager with proven track record in client satisfaction and retention.   Proficient in managing all aspects of client implementations.  Demonstrates clear understanding of customer needs.  Skilled relationship builder, Detail oriented and highly organized friendly professional. Passionate about healthcare and committed to delivering high quality work.   Flexible, resourceful and creative



Microsoft, Excel, PowerPoint, Word, Access, Outlook, SharePoint, Crystal Reports, Meditech, EPSi, Salesforce 



hallmark health system, inc              Woburn, MA   2011 -   2015

Manager, Decision Support 

Managed DSS System along with two supervised professional staff, generated routine Flex Budget analyses, clinical analyses, facility and product line profitability, program review/expansion, etc. Developed ad hoc analyses for consultants and regulatory agencies.



Served as Project Manager on Decision Support System Implementation – completed on schedule with minimal resources and IT support.


Redeveloped Quarterly Campus Profitability reports, increased accuracy of reconciling items to source system to less than 1%


Instituted new cost methodology resulting in accurate allocation of drugs and medical supply cost by case. 


webmd (formerly HeatlhShare)                        Acton, MA   2004 – 2010

Implementation/Account Manager

Managed from ten to fifteen clients, designed and presented all training materials. Subject matter expert. Led new client implementations.  Collaborated on software issues and solutions.  Produced quality assurance reports and analyses.  Directed resources and teamed with other departments on ad hoc projects. 



Improved relationship of difficult and unhappy client on brink of leaving, Gained renewal of $69,000 per year contract for three years.


Forged excellent working relationship with client extremely reluctant to leave previous account manager.  Achieved renewal of contract for $76,000 per year.


Engaged with Software Designer in redesign of report export tool.


hallmark health system, inc                                   Malden, Massachusetts     2001 - 2004

Senior Financial Analyst

Advanced through promotion. Analyzed profitability of proposed and existing product lines as well as physician practices. Presented analyses to senior management and identified new areas of revenue stream. Supervised and trained staff and other department analysts. Served as key member of Decision Support System evaluation team. 



Sole member of Finance Team responsible for Decision Support System Implementation. 


Created model to facilitate generation of monthly ratio of costs to charges for Healthshare database.  Enabled calculation of costs within less than one percent of actual costs.


Identified new source revenue, derived from resident rotations to additional institutions, resulting in $60,000 additional annual revenue.  


ADDITIONAL EXPERIENCE                                  

Financial Analyst  hallmark health system, inc  malden, ma 

Budget and Decision Support Analyst  mount auburn hospital, cambridge, ma 

Senior Accountant   mount auburn hospital, cambridge, ma 



merrimack college, North Andover, MA - B.S., Accounting


Resume for Miriam Bonn

Miriam H. Bonn

[email protected]


Communications Specialist

* Delivering messages that resonate in formats that engage *    

PROFESSIONAL PROFILE:  Self-directed, creative marketing writer, editor and project manager, and curious researcher with excellent interviewing skills.  A productive collaborator, experienced in teamwork and leadership in cross-functional and cross-cultural environments.     


Marketing, internal, IT/change, and corporate communications;


Exceptional writing and editing skills;


Content creation, including researching content for range of topics, aligning deliverables  to audience, marketing goals and brand, and collaborating with client and production teams to deliver final product;


Proven ability to understand and communicate the business benefits of complex technology offerings;


Well-developed project management, organizational and collaboration skills;


Adept at repurposing content for a range of platforms, such as web copy, press releases, articles and marketing collateral.




LOWELL HEALTH DEPARTMENT                                                                                                  1/2014 – 12/2015

Communications Specialist (Contract)


Updated, improved and expanded content on Health Department website


Researched, wrote and published ongoing series of articles and news items, keeping web content fresh and providing timely information to the public


Created editorial calendar

Outreach Worker (Grant-funded)


Designed and implemented outreach program to educate retailers about Lowell’s ordinance banning synthetic recreational drugs, achieving 100% compliance


Developed and delivered community education programs and events, working collaboratively with existing coalitions and task forces


MB COMMUNICATIONS                                                                                                                               2000-Present

Independent Marketing Communications Consultant

Provide writing, editing and communications services to high-tech companies such as EMC, Computer Associates, Hewlett-Packard, Compaq,, Intellisoft, Dimension Data, Philips Medical Systems, Walleye Technologies and Nevada Learning Series. Highlights include:

Writing and Content Creation


Researched and wrote customer success stories for multiple uses, including print and web


Wrote numerous sales guides, presentations, collateral pieces, white papers and web copy for IT outsourcing services company and other clients


Created and published targeted newsletters for multiple audiences


Created reusable modular content for complex proposals, working closely with technical subject matter experts  


Planned and created change communications for technology transitions for a Fortune 100 company

Web Site Planning and Content

Focus on seamless, intuitive user experience and aligning web content and structure with marketing strategy and target audiences


Designed and wrote web content, including customer testimonials, for multiple organizations


Managed content refresh to refocus website from investor-oriented to sales-oriented:  revised content and information architecture, created new content and managed implementation

Additional Projects


Wrote and produced series of interactive CDs to train resellers in networking solutions


Provided communications consulting for high-tech startup introducing innovative product


(Business Analysis) “Unstuck” an ongoing content management (MS CMS) intranet implementation project:


Documented current state, developed user requirements and gap analysis, mapped next steps for project


Developed requirements and plan template for implementation within individual groups



COMPAQ COMPUTER CORPORATION                                                                                   

eCommerce Business Analyst                                                                   


DIGITAL EQUIPMENT CORPORATION                                                                                     

Worldwide Intranet/Extranet Publishing and Marketing Manager

Electronic Reseller Communications Manager



Clark University, Worcester, MA  BA, Philosophy, English 

Western Galilee Community College  Certificate, Advanced Video Production

Resume for Faith M. Brosnan

Faith M. Brosnan                                                            978.430.5133

[email protected]                                                      


Summary Statement:  Work closely with cross-functional teams to produce high quality work. Experience in Content Management System to optimize system and processes for best results. Coordinate with manufacturing and vendors to ensure deliverables are submitted on a timely basis.



Digital Asset Manager                                                                                           June ’15 – Apr. ‘16

     SapientNitro, Boston, MA

• Prioritize Ram Digital Asset Management for Fiat-Chrysler, which includes organizing digital assets, gather and document metadata and usage rights info, follow art numbering guidelines

• Participate in project kick-offs and need to request, organize, and deliver final assets to Project Manager and/or Designer

• Manage digital assets and metadata delivery dates per the Chrysler VAM requirements

         • Coordinate new/retouched digital assets through product review

         • Ensure that final assets are product correct and approved

• Point person for Creatives (e.g. photo shoot decks, requests assets in EVE database)


     Freelance Graphic Design & Production                                                        Jan. ‘14 – present

• Preflight files before sending deliverables to vendor

     • Design eye-catching front covers for college textbooks

     • Create simple illustrations for Spanish Grammar Tutorial

     • Coordinate and design multimedia materials and ancillary covers

     • Reformat book interiors


Associate Art Director                                                                                          Sept. ‘08 - Dec. ‘13

Cengage Learning, Boston, MA

• HM College Division was acquired by Cengage Learning on June ’08, and was promoted
to Associate Art Director

• Review remaining Houghton Mifflin cover mechanicals before sending files to printer

• Art directed following disciplines: Music, Course Technology, Developmental Reading and Writing

• 2012 winner in the 55th Annual New England Book Show for cover and interior designs

• Scheduled cover design kick-off meetings; invited Editors/Publishers, Content Project Manager and Manufacturing Coordinator to discuss upcoming titles

• Initiated hiring designers to create eye-catching cover and interior designs

• Maintain spreadsheet of the assigned disciplines ensuring all files from designers are submitted
on time

• Close contact with the Content Project Manager ensuring all deliverables from designers are submitted to the vendor on a timely basis



Freelance Graphic Designer                                                                               Dec. ‘05 - Sept ‘08

Houghton Mifflin, College Cover Design, Boston, MA

Cengage Learning (formerly Houghton Mifflin Harcourt, College Division)

• Design college textbook covers

• Review cover mechanicals before sending files to printer

• Coordinate and design all multimedia materials and ancillary covers



Cover Design Assistant                                                                                       Aug. ‘04 - Nov. ‘05

Houghton Mifflin, College Cover Design, Boston, MA

• Maintain spreadsheet containing all college textbook titles

• Liaison to designers and obtaining files in a timely manner to the vendor

• Manage all multimedia and ancillary materials

• Participate in weekly meeting with Design Director and Cover Design Manager to discuss
Bound Book Dates


Freelance Graphic Designer                                                                               Apr. ‘04 - Aug. ‘04

Houghton Mifflin, Custom Publishing, Boston, MA

• Design custom covers for colleges and universities

• Reformatting interiors



Adobe Creative Suite:         InDesign  | Illustrator | Acrobat  |  Bridge   |   Photoshop

Microsoft Office:     Word  | Excel  |  Lync  |  PowerPoint  | Outlook



Bachelor of Fine Arts, Design    Rivier University, Nashua, NH


Associates Degree, Science   Endicott College, Beverly, MA

Resume for Sharon Hardy


Lowell, MA         978/852-2619     [email protected]





Academic Entrepreneur and Professor with expertise in education technology, entrepreneurship, business management, international education, and specialty areas in Finance, Project Management, and Service Learning.  Proven ability to create and deliver new programs, courses, and curriculum and hire, train, and supervise staff. Known for ability to build effective interdisciplinary relationships and software, engage the external community, and transform organizations.




EdwiseTech dba intellADAPT, Inc, ed-tech startup focused on adaptive learning               Boston, MA

Vice President of Operations, Business Development, and Marketing                              2015-present


Co-author company business plan and commercialization strategy for launching products.


Find and execute strategic partnership opportunities related to content, sales channels, marketing and technology.


Create and execute marketing, operations, and project plans.


Direct project funded by NSF to conduct Big Data analytics on student data from Physics course.


Build product roadmap strategy.


Lead business development efforts of K-12 and higher education customers, including providing demonstrations and training of instructors.


HARDY GALLAGHER ASSOCIATES CONSULTANTS                                                                               Lowell, MA

Managing Director                                                                                                                             2005-present


Led complex program for a vendor of New York State Education Department to create dashboards and functionality to personalize K-12 education.


Conduct Financial Management seminars for nonprofits through Greater Lowell Community Foundation.


Managed creation of portal specific to veterans under a contract with Massachusetts Technology Collaborative.


Designed fundraising programs, including grant writing, for historic building and community playground.


Reviewed grant applications for the National Science Foundation.


HARVARD UNIVERSITY EXTENSION SCHOOL                                                                                         Cambridge, MA

                Adjunct Instructor                                                                                                                              2015-present


Develop graduate-level Project Management course aligned with PMI global standards.


Deliver Project Management course in a blended format of live and asynchronous lectures and communications.


CONNECTEDU, INC., provider of K12-workforce software solutions (closed in 2014)                  Boston, MA

                Senior Director, Project Management, Client Services                                                          2012-2014


Directed complex multi-million dollar projects for collecting and analyzing education-related data.


Turned around struggling project and the relationship with key client.


Managed financial and human resource project budgets. Hired and managed vendors for project requirements.


Created professional development programs and provided direction in using global PMI best practices.


NAVITAS USA HOLDINGS                                                                                                                Lowell, MA 

                Executive Director, Navitas at UMass Lowell office.  Navitas is an Australian for-profit public company that entered the US market in 2010 specializing in recruiting and educating international students.    2010-2011         


Started academic pathway programs for international undergraduate and graduate student in partnership between Navitas and UMass Lowell. 


Developed courses; hired, trained and supervised faculty and staff.


Recruited and advised students. Made admissions decisions.   Created and conducted orientation.


Developed policies and procedures in conjunction with Provost’s office at UML.


Created marketing plans and literature and web site content.


UNIVERSITY OF MASSACHUSETTS LOWELL, Manning School of Business                                    Lowell, MA 

Visiting and Adjunct Professor                                                      full-time 2001-2005; part-time 1988-current


Teach finance, MIS, business communication, general management, first year seminar and Honors courses. 


Directed program to increase community engagement in the Lowell public schools for Vice Provost. 


Design and deliver undergraduate and graduate courses in on-line, face-to-face, and blended formats.


Incorporate Service Learning projects into coursework to enhance student learning. 


Created one master’s degree program and three new seminars in Continuing Studies Department.


Received highest student ratings for 5 semesters in 2 departments (finance and MIS)


Served on university-wide committees for Teaching with Technology and Honors Program Council.


Boston University Corporate Education                                                                   Chelmsford, MA  2002-2010

NORTHEASTERN UNIVERSITY                                                                                                             Boston, MA   2011-2013

MERRIMACK COLLEGE                                                                                                                  North Andover, MA  2005-2016

                Adjunct Instructor and Consultant


Developed and taught various courses to graduate and undergraduate students, including international students.


Designed and delivered undergraduate and graduate courses in on-line, face-to-face, and blended formats.


Designed new academic programs and created service learning projects. 


Courses taught: Project Management, MIS, First-Year Experience, various PM seminars aligned with the PMI Project Management Professional certificate program standards.


Teach Business Communication and Finance for Non-Financial Professionals with my own curriculum. 


NAVIPATH, INC., a start-up subsidiary of CMGI (closed in 2001)                                                          Andover, MA       

Director of Product Development for Web and Dial-Up Services                                         2000-2001


Directed team of 25 program managers and developers in creating and maintaining custom e-commerce products.  Products included registration, billing, self-care, reporting, and data-exchange functionality. 


Assisted Product Marketing department in defining requirements to improve functionality and increase feature set.


Recruited staff and designed reorganization plan. Developed training plans for entire staff in division (80) and created/implemented employee recognition and appreciation programs. 


Prepared presentations to potential investors.


COMPAQ COMPUTER CORPORATION                                                                                                        Littleton, MA

                Worldwide Systems Program Manager of Real Estate and Operating Services              1998-2000


Designed and managed program for the capture, integration and reporting of real estate data worldwide.  Program included 8 applications, including SAP, a data warehouse and PeopleSoft.  Performed Business Analysis, Project and Product Management, Training and Support.


DIGITAL EQUIPMENT CORPORATION (acquired by Compaq in 1998)                                                Maynard, MA         

                Program/Product/Project Manager of Real Estate Division                                                   1991-1998


Managed $1 M annual budget to lead team effort to develop an integrated set of 5 software products, including a data warehouse.  Products enabled the company to drastically lower operating expenses and facilitated merger activities for the Corporation. 


Re-engineered the business in order to develop data and operating standards, improve productivity and streamline operations. Produced worldwide data standards, procedures and reporting manual. 


Developed user requirements, approved technical specs, approved screen and report designs, developed test plans, conducted testing, conducted training and compiled documentation.


Worked with cross-functional teams (HR, IT, Finance) to ensure proper integration of business operations, controls and systems. 


Recognized with five annual outstanding performance awards (in 10 years).

                Corporate Real Estate Negotiator                                                                                                 1988-1991


Managed portfolio of approximately 100 leased sites. 


Trained US Real Estate Administrators in standards, policies and information systems. 





UNIVERSITY OF MASSACHUSETTS AT LOWELL                                                                                      Lowell, MA

Doctor of Education in Leadership in Schooling.  Focus on Higher Education, Finance and MIS.  Dissertation: A Qualitative Research Study of Service Learning in Three Undergraduate Business Courses.


PROJECT MANAGEMENT INSTITUTE                                                                                              Newtown Square, PA

Project Management Professional certification (PMP)


MIT SLOAN SCHOOL OF MANAGEMENT                                                                                                     Cambridge, MA 

 Master's Degree in Management (MBA), completed 1 semester early.   Finance Concentration.


SIMMONS COLLEGE                                                                                                                                        Boston, MA 

Bachelor's Degree, With Distinction, completed in 3 years.  Concentration in Finance and Business Management. 






FAITH HoME CHARITABLE TRUST: Board Member and Treasurer                                                    2014-present


Distribute trust income to programs that benefit children in Greater Lowell


Approve investment strategy for endowment


Educate board on good governance practices and lead subcommittee to update bylaws


Greater Lowell Community Foundation: Philanthropist                                                          1985-present 


Created several endowments for different purposes on behalf of individuals, schools, and nonprofits


Create and teach seminars to nonprofits related to financial management


Friends of Lowell High School, Inc.: President 2008-2011, Director 2006-2008.              2001-2011

This organization is completely staffed by volunteers to support 3500-student Lowell (public) High School and raising $180,000 for scholarships annually. 


Led organization through strategic repositioning, board restructuring, and bylaws revision


Implemented key management initiatives resulting in new membership growth of 400% and higher participation of members in day-to-day operations


Drove closer relationships with school administrators, parents, and school committee


Lowell High School Scholarship CommitteeChairperson                                                 2008-2010 


Chaired Steering Committee to overhaul process and application 


Member of selection committee to choose recipients of scholarships


Lowell Co-operative Bank:  Board of Directors                                                                             1998-2008 

Clerk of the Corporation; Served on Strategic, Human Resources, Bylaws, and other committees; Chaired Finance and Branch Committees.


1st woman director in bank’s130-year history


Led several initiatives to expand product set and improve operations.  Bank grew from $80M to $120M


Served on CEO and VP Search Committees


Chaired committee to find merger partner; bank was sold in 2009 and is now known as Sage Bank


YMCA of Greater Lowell:       Boards of Directors and Trustees.  President, 1997-1999.    1990-1999 

HR, Bylaws and Fundraising Committees


1st woman president in organization’s 120-year history


On Board of Trustees, selected investment manager and designed program to resolve financial crisis


On Executive Board, served on search committee to hire CEO


Refinanced balloon payment of mortgage


Served on strategic planning committee to investigate merging with 2 other Ys


Co-chaired annual fundraising campaign and served as team leader for 7 years; campaign grew from $70,000 to $120,000


Drove expansion of before/after school program with locations at specific schools


Academy of Business Education, Member                                                                                      2004-present

Project Management Institute, Member                                                                                        2000-present

various community projects:  Lead Organizer                                                                             1994-present 


Have raised $300,000 to-date mostly via grants for historical restoration and other projects            


Served on committee to select new superintendent of Lowell Public Schools 2015 (appointed by the School Committee)


Led parent initiative to improve rigor of middle school math instruction 


List of Publications ARE available upon request.

Lowell Working Cities Initiative seeks Initiative Director

Lowell Working Cities Initiative

Job Posting: Initiative Director

Posting: July 18, 2016

Deadline: August 12, 2016

Job Title: Working Cities Initiative Director

Reports to: : Both Co-Chairs of the Working Cities Executive Board (The City of Lowell and the Coalition for a Better Acre) with the Executive Director of the Coalition for a Better Acre (CBA) having responsibility for “day-to-day” supervision and direction.

Salary: $60,000 - $ 65,000 depending upon experience and qualifications.


The City of Lowell’s Working Cities Initiative represents a collaborative effort among its 13 community partners to direct community resources to the residents of the Acre neighborhood in a more effective and efficient manner. This collaborative effort will enable Acre residents to improve their educational, economic and inclusionary situation to become self-sufficient. Reporting to the Co-Chairs and under the direct supervision of the CBA Executive Director, the Initiative Director will work with the Executive Board to implement this project. The WCC Executive Board has embraced system change and collaborative leadership as the principal pillars to improve the quality of life in the Acre neighborhood. Our “long view” goals for the neighborhood include increased education and employment and the reduction of cultural barriers for a more self-sufficient community.

This is a three-year grant funded position.

Essential Duties and Responsibilities

The Initiative Director reports directly to the Co-Chairs and Executive Board in the performance of their duties. In addition, the Initiative Director provides support to the School Readiness, Economic Development, and Language and Inclusion working groups and maintains ongoing contact with the Advisory Board, Institutional Leaders, and Donors. In order to fulfill these responsibilities, the Initiative Director will perform these essential duties:

o Oversee and manage the Working Cities Initiative program to include the following:

o Develop a strategic plan with neighborhood stakeholders and a first year action plan defining City, CBA and stakeholder responsibilities in implementing the strategic plan goals.

o Assist in the preparation of financial documents and budgets for the Working Cities Initiative program

o Work closely with the Co-Chairs and the Executive Board to implement the outlined work program, with active input from the Advisory Board.

o Establish meetings for the Working Groups and reach out to the Institutional leaders and Donors to support the program.


o Provide training support for the board members, as well as the Working Cities Initiative staff.

o Schedule ongoing workshops and community meetings to ensure communication with the Acre residents.

o Manage street team staff and interns.

o Implement first year work plan and create work plans for the future years.

o Oversee evaluation process and submit required reports to the funding sources.

o Provide progress reports to the Co-Chairs, Executive Board, Advisory Board and Federal Reserve Bank of Boston

o Encourage the active involvement of Acre residents in the implementation of the program

o Identify and assist in securing additional funds to support the program initiatives outlined in the annual work plans

o Develop new relationships with Acre businesses and other nonprofit partners.

o Additional duties as assigned.


 Bachelor’s Degree and direct relevant experience required; Master’s Degree preferred.

 Bilingual candidate preferred with intercultural background.

 Past success in managing community projects in an urban environment.

 Outstanding communication and interpersonal skills, including excellent writing skills.

 Demonstrated ability to work in a diverse environment and interact with people with different backgrounds: youth and seniors, public housing tenants, racial and ethnic minorities, public officials, etc..

 Proven ability to work efficiently and flexibly with a good sense of humor.

 Ability to work with public, nonprofit, business and community representatives with an interest in developing the Acre neighborhood.

 Self-disciplined, well-organized and able to follow through quickly.

 Creative and able to identify and initiate opportunities for system change.

 Proficient technology skills, including Word, Excel, Access and PowerPoint.

 Proficient social media skills, including Facebook, Twitter and Snapchat.

Interested applicants may apply by submitting a resume and cover letter to WORKING CITIES INITIATIVE, c/o Ms. Pamela Miller, Office Manager, Coalition for a Better Acre, 517 Moody Street, Floor 3, Lowell, MA 01854-4014. Telephone inquiries: 978 452-7523.

Online submissions may be sent to: [email protected] .

The Working Cities Initiative is committed to non-discrimination and equal opportunity in employment.

Resume for Debra Connell

Debra Connell

87 Stuart Ave                                                                                  [email protected]  

Dracut, MA 01826                                                                                                    978-453-7128


Customer Service Specialist

A highly professional Customer Service/Office Support professional.  A proven record of providing friendly and enthusiastic service to customers and colleagues. Fully proficient in an office environment. Capable of handling multiple roles and completing tasks while presenting a professional demeanor.  Eager to take on new challenges and new roles.


Highlighted Skills


Customer & Personal Service


Clerical & Office Support


Telephone Screening


Documentation & Record Keeping


Product Knowledge


Financial Reports & A/R



Customer Service Rep, Albert H Notini, Lowell, MA                                        1995 – 2015

Customer Relations


Conferred with customers by telephone or in person to provide information about products or services. Recommended products to customers, based on customers’ needs and interests.


Received and entered orders, canceled accounts, or obtain details of complaints from customers.  Accurately recorded information into database.


Followed-up on problem accounts, ensured appropriate changes were made and resolved any outstanding issues.


Office Support


Conducted Accounts Receivable tasks as required.


Prepared daily collection, post payment transactions, reported and coordinated daily bank deposits.


Organized work to be accomplished by gathering and sorting documents and related information


Operated a busy multi-line phone system.  Answered questions from customer are directed incoming calls to appropriate individual.



High School Diploma, Lowell High School, Lowell, MA


Certified Microsoft Office Specialist-Lare Institute, Andover,MA.

Resume for Marie Faranna


603-401-4738 u [email protected]


A dedicated team player with 10 years of experience in Purchasing and Administrative in the retail and manufacturing industries, ability to work in a multi-faceted environment, honored for perfect attendance in work and in school.


Certifications:  Microsoft Office Specialist, Digital Literacy, Customer Service Professional,

MS Word & Excel, QuickBooks, DBA, EVO, Alpha 5 & E2 Software




Obtained quotes from suppliers and creating Purchase Orders for electronics, aluminum, steel, rubber, plastic, hardware, shipping, cleaning and office supplies


Prepared purchase orders to send our parts to outside vendor for services such as Heat Treat, Laser Cutting, Anodize or Passivation.  Kept track of my outside service purchase orders on a spreadsheet and expedited as needed


Researched suppliers and prepared a comparative analysis based upon cost, quality, service, support, reliability and reputation for products


Experienced in MRP (Material Requirement Planning)


Requested and prepared RMA’s (Return Material Authorization)



Packaged, and shipped internet orders, unloaded merchandise in the  receiving department 


Brought merchandise out to sales floor, or in to the stock room




Matched and posted invoices daily, and prepared weekly check runs


Processed daily production and scrap reports into Alpha 5 database


Generated daily production reports and emailed to the Engineers




Prepared and set up the delivery of furniture with customers’


Responded to customers calls once the delivery was made


Set up service call to customers home for assessment of any damages



Lab Medical Manufacturing, Billerica, MA (Temporary Assignment)                        05/2015 – 08/2015


Macy’s, Salem, NH                                                                                                                          2013 – 2015


RPP Corporation, Lawrence, MA                                                                                               09/2012 – 11/2012

Administrative Assistant/Accounts Payable

Martel Electronics Corporation, Derry, NH                                                                          2005 – 2009

Purchasing Clerk

Diversified Optical Products, Salem, NH                                                                                               1996 – 2003

Purchasing Clerk

Cabot House Furniture, Haverhill, MA                                                                                  1992 – 1996

Customer Service


LARE Institute, Andover, MA                                                                                                      2015 – 2016

Business Technology Program

Greater Lawrence Technical High School, Andover, MA


Focus on Distributive Ed/High School Diploma Attained

Resume for Dorothea Bernier

Dorothea Bernier

l Dracut, MA  01826 l 978-905-0927 l [email protected] l


Professional Summary


Highly skilled Customer Service Representative with 20 plus years experience in a high-volume, deadline driven environment.  Ability to build loyal account relationships through reliability, honesty, and quick and courteous attention to customer needs.  A versatile self-starter and team player with a willingness to take on greater responsibilities.  Works well independently as well as with a team with a successful employment record based on strong organizational skills, close attention to detail, thorough follow-up and follow-through. 


Professional Skills


Primus Systems


Microsoft Word


Microsoft Outlook




Microsoft Excel


Microsoft Windows



Professional Experience

RR Donnelley and Sons, Inc. (formerly Courier Printing Corporation)

Westford, MA


1989 - 2015

Account Manager / Customer Service Representative

1992 - 2015


Responsible for 12 major accounts with a total of over $10 million in annual billings.  Served as a liaison between sales, manufacturing and customers from the initial order to delivery


Continually monitor customers’ orders to communicate ongoing progress and/or unexpected delays with revised timelines


Works closely with plant personnel to quickly resolve any unforeseen issues, notify customers, and advise on action plan


Check on-hand inventory and order material needs for each project, including paper, book covers, and shipping cartons to ensure that production is not delayed due to supply shortage.


Supply pertinent information and organized order file to Planners/Schedulers.


Prepare alert notifications and job information to the production team, related to customized requests or special attention


Handle customer complaints, promptly investigate problems, and resolve issues as quickly as possible


Works collaboratively in supporting other team members when needed


Order Expeditor

1990 - 1992


Supported eight account managers


Responsible for order entry, scheduling, and ordering key components of raw materials


Freight Billing Clerk

1989 - 1990


Responsible for freight billing


Support other team members when required





Education / Training

LARE Institute, Andover, MA

MS Office Business Technology Program – Certified MS Word 2013


Tyngsboro High School , Tyngsboro MA  Diploma Attained




Desktop Publishing for Sales and Customer Service Representatives