Penny Grayson Email and Phone Number

Gather unbiased user feedback to measure the ease of use, learning, and usefulness of IS products and services. Appropriately select, educate, and implement usability techniques (formal labs, paper prototyping, surveys, contextual inquiry, focus groups, etc.) to develop user profiles, end-user requirements, knowledge maps and performance support maps for new systems. Lead the interface design effort, identifying opportunities to improve workflow and include performance support directly in the interface. Plan performance support components necessary for Day-One Performance. Relate post-implementation feedback and service statistics to project success criteria and communicate to business owner, project team, training and service stakeholders.Intensive use of Unix-based performance suite, HTML, Netscape Compose

Designed and wrote User Guide manuals for testing and packaging software applications. Preparing an instructional and informational manual for future upgrade projects. Updated and redesigned training packages. Created materials to promote project and encourage participation. Intensive use of Paint Shop Pro, Visio, MS Word, Access, PowerPoint, Excel, MS Project, Outlook.

Wrote User Guide Manuals for an insurance billing and claim processing system. As both the system and the documentation were in development, I worked closely with programmers to ensure product quality. Designed and published an Online Help system using RoboHelp. Converted paper copy documentation to the new Online Help format. Designed and tested remote-delivery systems. Designed and implemented Y2K testing for the commissions- processing module. Updated and redesigned training packages. Provided training for coworkers and clients. Created client PowerPoint presentations. Intensive use of RoboHelp, Paint Shop Pro, Visio, MS Word, Access, PowerPoint, COBOL, AS/400.

Provided on-site training and support for life/health insurance billing and claim processing system. Developed training material and client presentations. Reviewed and tested new system modules. Tracked and resolved technical customer issues. I worked on many projects for this employer, but I am the proudest of the commissions system, which I designed, tested, documented and trained with the help of my partner programmer. Intensive work with COBOL, AS/400, Access, MS Word, Access, and PowerPoint.

Senior Trainer for internal claims customers using multiple delivery systems. Analyzed office performance to determine areas of need. Designed and delivered training systems for both technical and developmental curriculum. Authored claim-processing manuals. Managed conversion of all previous memos and documentation to an online environment, including writing the proposal, implementing the technology, scanning existing memos for OCR conversion and designing the online structure. Intensive use of MS Word, Excel, Access, OfficeVision, MS Project and Profs, as well as Prudential’s own claims-processing systems.