INSTRUCTIONAL DESIGNER CRI CERTIFIED COURSEWARE DESIGNER/DEVELOPER with a proven track record of delivering instructionally successful learning, by applying adult learning theories to write engaging and relevant instructional materials for web-based and instructor-led training.
I use the ADDIE Instructional Design (ID) method as a framework for design and development. My experience in all aspects of instructional design are not limited to a particular medium, and include needs analysis, interviewing SMEs, creating learning objectives, planning and outlining, creating original content, building assessments and development using authoring software.
I can articulate the cognitive and instructional principles behind my work and approach to the training I create, as well as explain the specific advantages of using different types of media as part of the training.
Captivate, Storyline, Raptivity, Articulate, Photoshop, Illustrator, Premiere, Camtasia, Authorware, Joomla 3.X, Microsoft Office Suite, Ole LMS, Outstart LCMS, ProForm Authoring, Sharepoint, Sony Sound Forge, Moodle
Project & Program
Global Best Practices, Project Management, Change Management, Process Development, Dr. Deming Business Management, Usability and User Experience, Instructional Design, ADDIE, Adult Learning Theories, CBT, eLearning Developer, Visual Design, User Interface Design
CONTRACT WORK EXPERIENCE
American Express – Instructional Designer – Contractor – 09/2019 – 12/31/2019
Use Instructional Design skills to renovate existing employee training consisting of WBTs, Learning Specialist Guides, Learning Journals. Updated both content and branding.
Palo Alto Networks – Instructional Designer – Contractor – 01/2019 – 04/2019
Use Storyline 360 to develop online training for company clients. Narrate, record and edit audio for insertion into training.
Intermountain Healthcare – Instructional Designer – Contractor - 01/2016 – 03/2018
Design and develop Cerner iCentra EMR systems eLearning and conversion of classroom training to eLearning for providers, nurses and other employees across all hospitals and clinics. Used the ADDIE Model for all Instructional Design projects.
Verizon Enterprise – Instructional Designer – Contractor - 05/2013 –0 7/2015
Instructional designer and eLearning developer. Design and develop online training for Verizon employees. Also design Instructor Guides and Participant Guides covering a variety of training needs. Used the ADDIE Model for all Instructional Design projects.
Arkansas Insurance Department – Moodle Developer - Contractor - 3/2013 – 2/2014
Designed online training using authoring software within Moodle for the Obamacare Arkansas HealthConnector website. Configured Moodle LMS application performance, documented the operation and support processes and procedures related to the LMS application and environment and investigated and resolved LMS application and server environment errors. Collaborated with outreach trainers and other Instructional Designers to establish policies, processes and procedures related to maintenance, update, upgrade, integration and development of the Moodle LMS application and environment.
Verizon Wireless/Afni, Inc. – Instructional Designer - Contractor - 04/2012 – 03/2013
Create and develop online learning courseware for Verizon and Verizon Wireless call agents. Design all templates and icon sets for all phases of virtual delivery. This included creating FG documents, LG documents, and workbooks. Used the ADDIE Model for all Instructional Design projects.
Rio Tinto – Instructional Designer - Contractor - 10/2011 - 12/2011
Provided instructional design feedback in line with the ADDIE model and internal resources. Ensured training was in compliance with key processes, style guides and templates. Ensured the course objectives, content, experiences, and evaluations were tied to the training analysis and performance objectives. Revised and maintained existing eLearning materials. Consulted with SMEs to ensure quality and accuracy of designs. Performed administrative functions in SAP LMS.
Prospector Square HOA – Instructional Designer – Contractor - 02/2011 - 07/2011
Instructional designer and interactive online learning developer, with video and audio, for CBT featuring Dr. Edwards W. Deming Education Seminar Series. Created over 30 modules. Setup of Moodle LMS. Used the ADDIE Model for all Instructional Design projects.
The Prospector Hotel – Instructional Designer – Contractor - 04/2011 - 07/2011
Instructional design and interactive development for hotel staff training. Setup of Moodle LMS for the online learning modules.
Morgan Stanley Smith Barney – Instructional Designer - Contractor 05/2010 - 01/2011
Responsible for developing IA documentation (site maps, navigation models, content models) for the MSSB Intranet. Possess a firm understanding of user-centered design processes and information architecture principles. Understanding target audiences' needs, tasks and goals, and translating them into easily discoverable elements. Leading and/or participating in immersive user research, concept testing, usability testing and analytics. Used the ADDIE Model for all Instructional Design projects.
Astute Doctor PTY – Instructional Designer - Melbourne, Australia - Contractor – 02/2010 – 06/2010
Instructional Designer and eLearning developer. Included interface design, interactive instructional design, and course development of soft skills training for physicians internationally. Setup of Moodle LMS for the online learning courses.
Veracity Solutions – Instructional Designer - Contractor 02/2010 – 04/2010
Instructional design for medical back office systems online courseware for AllScripts, Inc. Authoring in Outstart LCMS.
FULL-TIME EMPLOYEE WORK EXPERIENCE
DIRECTV Customer Care - Instructional Designer/Senior Online Learning Specialist - 06/2006 - 02/2009
Design, develop, and author interactive online courseware and job aids following the ADDIE Model.
User interface design for call agent desktop tools.
Create and execute project work plans, identify resources, manage day-to-day operational aspects of project, apply methodology and enforce standards, minimize risk, manage contractors, ensure project documents complete.
Conducted agent desktop needs assessment together with my team. This included conducting focus groups and interviews from call agents globally. Collected and quantified this large amount of data, which was approved by management, and used as a guideline for the DIRECTV Online Reference Information System Initiative.
User interface and design of numerous online CSR job support tools.
Facilitated usability testing and incorporated best practices and standards for performance support systems and online learning.
Project - DIRECTV Online Reference Information System (DORIS) Lead - 1 Year
The DIRECTV online knowledge base, used by over 40,000 DIRECTV CSRs since 2000, was in need of a new user interface and navigation. Information was difficult to find and understand, policies were out-of-date, and job aids were needed. This was causing the average call handle time (AHT) to increase, and costing the company millions of extra dollars per month.
Redesign the interface, map all content, architect all navigation, and design new CSR job aids. Our aim was to reduce AHT with this redesign across all call types by at least five seconds.
The results of this project were extremely beneficial to DIRECT as a finely tuned performance support tool, saving the company $5.5M per year in AHT and $1.6M in training travel time reductions. The success of this project was recognized by the ISPI by awarding my team and me with the ISPI Award of Excellence 2008 for Outstanding Human Performance Intervention, the ASTD Excellence in Practice Award 2008 Performance Improvement, and the ASTD Excellence in Practice Citation 2008.
Project - DIRECTV Remote Agent Training Project – 9 Months
Several of DIRECTV call agent vendors changed their hiring practices to include remote call agents working from their homes. Due to logistics, these new hires could not attend the mandatory 6-week training held onsite. Bids from outside eLearning companies averaged $10M, with projections for completion up to two years.
Use the DIRECTV Online Learning team to redesign the classroom curriculum over to interactive online learning of 40 modules, working in tandem with the classroom instructors.
Savings for DIRECTV of $10M.
Hewlett Packard, Inc. Workforce Development - Instructional Designer/Training Developer Lead - 4/2003 – 4/2005
Designed and developed blended learning solutions following the ADDIE Model.
Worked with IT developers in the role of the subject matter expert, which in turn allowed me to write the content needed for the training.
Developed instructional strategies, curriculum, and training plans.
Delivered training globally.
Designed user interface and visuals for learning content.
Facilitated usability and user experience testing.
Configured and implemented Outstart Evolution LCMS to support HP employee training.
Micron Technology, Inc. Information Systems & Software Support & Training - Instructional Designer/Online Learning Developer - 8/2000 – 3/2003
Designed multimedia process for the development and delivery of training to Micron team members globally following the ADDIE Model.
Designed and developed online training on how to use the ADDIE Model.
Designed and developed interactive online learning content according to AICC and SCORM standards.
Worked closely with subject matter across all departments.
Developed learning simulations, interface design, and visual design.
Developed instructional strategies, curriculum, and training plans.
Facilitated usability and user experience testing, analyzed results, and incorporated user feedback into learning content.
Designed and developed eLearning game for the Micron K-12 Career Awareness Program. Traveled to schools as a guest speaker and subject matter expert in learning technologies.
Interactive Multimedia Artist’s & Technology Agency - Instructional Designer/Developer - 1/1995 – 6/2000
Designed and developed interactive multimedia titles, W. Edwards Deming: Best Efforts Are Not Enough seminar on CD and Get Interactive with the AAID educational CD following the ADDIE Model.
Worked closely with subject matter experts and colleagues of Dr. Deming to compile content and write script for the Deming title.
Worked closely with dentists specializing in implant dentistry and other dental subject matter experts to compile content for the AAID CBT.
Actively involved in all areas of the multimedia process, including visual/graphic design of titles and product packaging, audio recording and editing, and video compression and editing.
EDUCATION / CERTIFICATION
College of Eastern Utah – AA Communications
Weber State University – Extension Nursing Program
Certified Criterion Referenced Instruction (CRI) – Mager Consortium
Certified Adobe Premiere
Certified Outstart Evolution LCMS
Deming Quality Management Training
ISPI Award of Excellence recipient
Outstanding Human Performance Intervention category
Desktop Learning: Analyzing Visual Fluency and the Impact of Desktop Tools on Learning and Performance.
ASTD Excellence in Practice Award recipient
Performance Improvement category
Desktop Learning and Performance Tools
ASTD Excellence in Practice Citation recipient
Performance Improvement category
Desktop Learning: Analyzing Visual Fluency and the Impact of Desktop Tools on Learning and Performance