Instructional Design

All throughout my career, I was involved in Instructional Design. At Electronic Data Systems (EDS) (now owned by Hewlett Packard) where I created mainframe computer-based training (CBT) courses for our internal Computer Operations & Development program.  While at EDS, I was part of a team who created the Instructional Systems Life Cycle (ISLC), which contained the following 8 phases:

Ericsson Network Systems hired me to be part of a team in developing CBT courses for Ericsson telephone switches.  Ericsson clients are telephone companies who purchased Ericsson switches, such as SBC, Verizon, and Pac-Tel.  The target audience are the employees of these companies, such as switch technicians who work in the central office where the switches are located.

Human-Performance Improvement

During my employment at Ericsson, I attended Joe Harless' Accomplishment-Based Curriculum Development workshop.  I then became part of the Quality Assurance team to evaluate the training that Ericsson provided to the switch technicians in accordance to the principles of ABCD.

Through a reference, I started work at Fidelity Investments and developed job-aids and training materials to help in the transfer of skills and knowledge of Mass Mail employees who were relocating from both Melrose, MA and Irving, TX to one facility in Covington, KY.

Technical Writing

While employed at McKesson Inc., I was part of a team who developed training and documentation materials for various health-insurance companies to improve their efficiency in providing health care to their subscribers.

I first developed training manuals at McKesson for medical-management software products to help give providers actionable information on how to manage patient care.  Next, I created technical documentation on medical code-auditing software, which reduced unnecessary reimbursement on the part of health-insurance companies.

Software Video Training

As a subcontractor for Keystone Learning, I completed a software video training course on FrontPage 2003 - Essentials.  For Technical Lead, I produced a training video called Authorware Basics.

Web Design and Development

Designing web sites grew out of my vast experience in developing computer-based training courses.  I obtained certification in Flash MX classes at Motion Over Time in New York city.  I am on a contract basis with a company called Results, Inc., and I even redesigned their web site when they were expanding.

Technical Support

While creating web sites, I was hired as a virtual customer service representative where I received inbound calls for IRS customers who wanted forms and publications.  I also took a DSL training course where I learned how to resolve DSL issues that Windstream customers were experiencing.  In both cases, I utilized Avaya phone technology working in a multiwindow Internet environment.