Margaret R. Fortier

Metrowest area of Massachusetts




Experienced consultant in information design, focusing on human factors needs in a business context. Well-rounded business perspective with excellent analytical, presentation, and communication skills. Project management skills to take project from conceptual and strategic phases through to implementation on time. Ability to quickly adapt to complex business/technical environments.


Compaq Computer Corporation, Stow and Littleton, MA
February 2000-April 2002, various projects
Information Design Consultant


CAM Battelle Project: develop information products for transition to new system


▪ Developed reference guides for all audiences for customized asset management system upgrade for research institute.


▪ Consulted on communication strategy and design.


 IT Asset Management Guide: create reference for solution architects to leverage asset management offerings


▪ Created framework for new guide using existing references and identifying gaps.


Internet Data Center Training Project:


▪ Developed modules for instructor training on building Internet data centers for solution architects and engineers.


Application Service Provider Project: partnership with Cable & Wireless to provide technology support through internet-based services to customers worldwide


▪ Developed proposals, Statements of Work, presentations, and other communications with team focusing on translating technical concepts for a non-technical audience.


▪ Organized and monitored all review processes to maintain control and integrity through numerous iterations and under tight deadlines.


Service Level Agreement (SLA) Project: sponsored by ASP Industry Consortium to develop templates with metrics for use by ASPs and their customers


▪ Developed template for Help Desk SLA using various existing SLAs and including experience with the Cable & Wireless partnership.


▪ Coordinated input from outside sources and researched metrics currently used by ASPs.


 Fidelity Investments, Marlborough, MA June 1996-December 1999


Information Design Consultant focusing on communication strategy and implementation.


XTRAC Project: workflow imaging and routing application for a multi-platform Operations environment


▪ As member of the Core project team, analyzed business processes and workflows to map to XTRAC environment.


▪ Designed and wrote task-based help system customized for users.


▪ Managed project using MS Project to design and develop all customer correspondence generated on XTRAC (130 templates)


▪ Designed and coordinated review process for all template drafts to include Compliance, Legal, and Operations at two sites.


Policy Project: create online policy site


▪ Managed project to transition all hard-copy policy content to a Web-based RoboHelp application.


▪ Conducted usability tests and user surveys to determine user needs.


▪ Restructured information from three sources with undefined scope to one comprehensive, logical design.


▪ Researched, analyzed, wrote, and coordinated Compliance authorization for topics for publication.


▪ Reduced number of pages by 50% (hard copy to online).


GEMS Project: lead management application for internal sales


▪ In 60 days, created customized 150-page userís guide with user tasks as the starting point and on which training was based.


▪ Developed User Acceptance Test plans and conducted UATs.


Provided system support to users and trained administrators.


Product and Service Guide: online profiles of all products and services for sales and marketing use


▪ Lead efforts to complete guide, logically structuring products and services for quick retrieval.


▪ Designed template for standard Product and Service guide.


Wang Laboratories, Billerica, MA 1994 and 1996


For SAP reengineering project, developed customized business process training using Hyperion Enterprise software.


Private Healthcare Systems (PHCS), Waltham, MA 1995




Created training guide completing project within 30-day deadline.


ACRI, Lyon, France 1991-1993



Wang Laboratories, Lowell, MA 1980-1991
Senior Manager, US Operations
Various management and project positions


Osco Drug, Quincy, MA 1977-1980


Various retail management positions

Education and

Bentley College, Waltham, MA March 2002


MS in Human Factors in Information Design, High Distinction


Information Design Certificate June 1999


Alliance Française, Lyon, France 1991


Diplôme du Langue Française


Boston College, Chestnut Hill, MA


B.S.B.A., cum laude, Honors Program


Association for Computing Machinery-Human Factors SIG


Beta Gamma Sigma Honor Society




Society for Technical Communication


Available on request.