Norbert W. Heitz
552 Holcroft Rd.
Madison, IN 47250
SUMMARY OF QUALIFICATIONS:
Analyze, design, develop, implement, and evaluate performance improvement programs using the
ADDIE process as well as the Army Systems Approach to Training (ASAT).
Experienced in designing and developing blended learning programs incorporating SCORM-compliant
web-based e-Learning as well as video training programs.
Experienced in converting instructor-led courses into eLearning courseware.
Develop procedures, policies, and documentation and online communication using Information Mapping.
Knowledgeable and articulate instructor. Experience in clearly and concisely presenting complex ideas
Can read, write, and speak Spanish.
Have used/been trained in Microsoft Word, PowerPoint, SharePoint, Excel, and Project, Lectora,
Dreamweaver, Acrobat, Visio, SnagIt, Flash, Photoshop.
EDUCATION AND TRAINING
Indiana University - Bloomington, Indiana
Master’s Degree in Instructional Systems Technology - 1987
Indiana Vocational Technical College - Indianapolis, Indiana
Associate Degree in Computer Programming Technology - 1984
Ball State University - Muncie, Indiana
Bachelor’s Degree in Special Education - 1976
Certifications include: Web Design and Multimedia from Georgia Institute of Technology – 2001;
Accomplishment-Based Curriculum Development System – 1998; Developing Procedures, Policies, and
Documentation Using Information Mapping - 1992; Mapping Online Communication (using Information
Mapping techniques) - 1995.
HIGHLIGHTS OF EXPERIENCE
Aug 98 – Sept 07: AT&T (formerly BellSouth Telecommunications) – Atlanta, Georgia
Responsible for conducting needs analyses, analyzing human performance problems and recommending
training and non-training solutions for non-management employees. Analyzed, designed, developed,
implemented, and evaluated performance improvement programs using the ADDIE process. Training
solutions often consisted of blending either instructor-led (paper-based) or virtual classroom training with
eLearning and hands-on system training. Responsible for project management with contractors.
Jan 98 - July 98: Barrios Technology, Inc. - Houston, Texas
Curriculum Developer/Instructor Certifier
Assisted in the definition of aerospace training requirements for the International Space Station Training
Office at NASA’s Johnson Space Center and in the design and development of supporting technical training
materials across a variety of blended learning media to include virtual reality training. Supported the
development and conduct of the Space Flight Training Division Instructor Training Course by giving
instructional technique classes, observing and critiquing practice training sessions, and certifying instructors.
Mar 97 - Dec 97: LESCO - Hampton, Virginia
Technical Editor/Infolink Programmer
Maintained quality assurance of U.S. Army technical manuals through editing and hypertext linking of
scanned documents. Also wrote Standard Operating Procedures for technical editors.
1993 – 1994: Remtech Services, Inc. - Newport News, Virginia
Developed interactive multimedia courseware training for “Toolbox for Course
Development” (TCD), a multimedia authoring system developed for Army’s automated
intelligence system, “All Source Analysis System”. System was designed to use computer-
based simulation to train Army intelligence personnel in use of TCD.
1992 – 1993: EER Systems Corp. (Currently a division of L-3 Communications)- Newport News, VA
Provided analytical and technical support to U.S. Army Training Development and Analysis
Directorate in analysis, design, development and preparation of performance improvement
materials for guidance, job aids, and Training and Doctrine Command (TRADOC) job aid
pamphlets. Also provided TRADOC with courseware development for Distributed Training
Program through involvement in producing first phase of Advanced Noncommissioned
1988 – 1992: Newport News Shipbuilding & Drydock Company - Newport News, Virginia
Training Program Developer
Analyzed, designed, developed, and evaluated new and on-going functional training
programs for shipyard workers. These included 230 minutes of video programs and CBT
interactive multimedia programs with accompanying tests and paper-based materials.
Specific training programs developed include: Installation, Maintenance, and Removal of
Containments; Changing a HEPA Filter Prefilter; Temporary Lead Shielding; Asbestos
Control; Operating a Hydraulic Torque Wrench; RadCon (Radiation Control) Article 106.1
1987: Altschuler, Melvoin, and Glasser - Chicago, Illinois
Instructional Design Intern
Served as Project Manager and Lead Designer for development of microcomputer courses
for CPA firm. Developed courses including “Introduction to Microcomputers”, “FAST”
(Accounting Software), and “SMART Word Processing”.
1979 – 1986: Indiana Reformatory - Pendleton, Indiana
Taught Adult Basic Education Literacy skills to offenders at maximum-security state prison.
Designed and developed self-paced instructional materials for development of reading skills.
International Society for Performance Improvement (ISPI)
Certificate of Creative Excellence (1992), U.S. Industrial Film and Video Festival,
“Operating a Hydraulic Torque Wrench”.
Department Head Award (2001), BellSouth Telecommunications
Department of Defense (DoD) Secret security clearance (inactive).
References available upon request.
Bilingual: English and Spanish
Experience living abroad
INDEPENDENT CONTRACT/TEMPORARY/PART-TIME WORK
2004 – 2007: Cobb County Adult Education Center – Marietta, Georgia
Taught English classes two evenings per week to adults in the English as a Second Language
2001 – 2003: Latin American Association – Atlanta, Georgia
Taught English classes two evenings per week as an adjunct ESL instructor for DeKalb
Technical College at the Latin American Association. Developed some of my instructional
materials/activities and delivered some of my lecture material in both English and Spanish.
1998: Compaq Computer Corporation - Houston, Texas
Trained permanent Compaq associates and temporary employees within the Configure to
Order (CTO) factory in concepts and skills required to build computers according to
customers’ specifications. Taught classes in Computer Hardware Basics and Handling and
Assembling Desktop Computers.
1996 – 1997: EZDial, Incorporated - Virginia Beach, Virginia
Independent Sales Representative
Marketed internet access accounts and worldwide web site development services to
individuals, corporations, and organizations throughout Hampton Roads area.
1996: Philip Morris, International - Richmond, Virginia
Contracted by Information Mapping, Inc. to work as a team member in development of user’s
manual and related training materials that were designed for training stockroom employees in
the use of SAP R/3 (computerized inventory tracking and ordering system).
1995 – 1996: Newport News Shipbuilding & Drydock Company - Newport News, Virginia
Training Program Developer
Designed and developed crane maintenance courses for electricians, electrical engineers, and
test technicians. Each course included instructor guide, trainee guide, video program, written
tests, and performance evaluations.
1992 – 1994: Coastal Video Communications - Virginia Beach, Virginia
Script/Technical Writer and Instructional Designer
Wrote script for “Incident Command System” and wrote two OSHA standards technical
manuals; “Chemical Process Safety Management”. and “Use of Lead in the Construction
Industry”. Designed and developed CD-ROM interactive multimedia course (Electrical
1986: Indiana University/Purdue University at Indianapolis
As Instructional Developer/Graduate Assistant, developed computer-based training course,
“Persuasive Letter Writing”, for University Writing Center and Indianapolis Public Schools.
Also consulted in two five-day seminars for teachers.