Michael S. Grollman

e-mail: misegr@home.com

Summary An IS Professional with over 15 years of progressively responsible and diverse experience in Training. Telecommunications, Payroll, Healthcare Administration, Medical Provider Support, Insurance, and Human Resource fields.   Expertise in Technical Writing. Business/Task Analysis, Instructional Design, Development, and Delivery.

Work Experience

4/2002 – Present Educational Testing Service - Senior Technical Writer

Designed and authored functional architecture documents for the ETS Information Bank Data Warehousing Project. Documents described in detail the applications, process, inputs, and outputs of each part of the architecture from extract of data from source system through data normalization and validation in the warehouse repository. Utilized Microsoft WORD and Visio 2000 to create documents.

2001 – 2002 Lucent Technologies - Senior Documentation Specialist

Responsible for the design and development of user guides to teach the installation, configuration, and system administration of telecommunications network management system designed for service providers.

2001 Velankani Information Systems/Touch America - Senior Technical Writer

Responsible for the authoring of system design and requirements documents to support the migration of customer billing and circuit records from QWEST systems to Touch America systems in support of the Touch America acquisition of QWEST's long distance business in the US WEST region.

2000 – 2001 onehealthbank.com - Senior Technical Writer

Responsible for the design and development of software requirement and design specification documents, user guides, and operations and administration manuals for newly developed Internet-based healthcare provider financial transaction systems.

2000 Lucent Technologies - Senior Training Documentation Specialist

Responsible for the design and development of student training guides to teach the installation, configuration, and system administration of a newly developed telephone network switching system designed for Competing Local Exchange Carriers (CLECs).

1999 – 2000 American Reinsurance - Senior Technical Writer, Consultant

Responsible for the design and development of system user guides and on-line help systems for custom-designed, networked PC-based insurance sales support applications.

1998 – 1999 Telcordia (formerly Bellcore) - Learning Support Developer

Responsible for the design, development and delivery of system tester training for custom designed applications for a Bellcore Client. Additional responsibilities include development of on-line help system and user guide for these same custom applications.
1998 AT&T Solutions – Technical Writer/Business Analyst

Analyzed and reported on outsourcing client engagement best practices, identified areas requiring business improvement, and made recommendations. Created intranet-based documentation utilizing Microsoft FrontPage 98.
1996 – 1998 Cotelligent Group (formerly BFR Systems, Inc.) – Senior Documentation Specialist

Designed and developed UNIX-based systems documentation and training produced by a three person staff for a Lucent Technologies’ UNIX-platformed product deployed in all the Regional Bell Operating Companies. Duties included assisting systems engineer in design and development of graphic user interfaces and on-line Help systems.
1996 Prudential Insurance Co., Inc – Education Consultant

Designed and developed mainframe and PC-based systems training for employees of Prudential's Individual Insurance Tax Compliance Unit. Responsible for the design and development of job aids, quick references, instructor manuals, and user guides.
1995 – 1996 HIP of New Jersey - Training & Technical Documentation Consultant/Project Lead

Designed, developed, and delivered systems training. Responsible for user needs and task/business analysis; design of system user acceptance testing; scheduling of system deployment for user populations; scheduling and supervision of user training, and development of job aids, instructor manuals, and user guides.
1994 – 1995 Automatic Data Processing (ADP) - Program Designer

Designed, developed, and maintained PC-based systems training for ADP associates. Responsible for needs and task analysis, design of job aids, instructor manuals, user guides, and self-study workbooks. Designed training for more effective use of a PC-based data query and reporting tool, which resulted in ADP receiving more detailed and accurate client product satisfaction data.
1988 – 1994 Bell Atlantic – Instructional Designer

Designed, developed, and maintained courses to maximize performance of regional Bell Atlantic customer sales and service personnel in the areas of quality performance, customer contact negotiation and sales skills, product knowledge, software and hardware skills, valuing cultural diversity, and service order processing and issuance

Training

Professional Development
  • Fundamentals 1 for MACROMEDIA AUTHORWARE 3.0
  • Using ROBOHELP 4 – Intermediate
  • Job Aid Analysis Design and Development Workshop, Harless Performance Guild
  • Front End Analysis and Soft Skills Workshop, Harless Performance Guild
  • Designing Instruction Workshop, Friesen, Kaye and Associates
  • Developing Procedures, Policies & Documentation, Information Mapping Inc.
  • Bell Atlantic Quality Education System
  • Whole Brain Application
  • Power of Time Control

Skills

Hardware Skills
  • UNIX
  • Windows NT
  • Windows 98 & 2000
  • IBM OS/2 Operating System
  • Apple Macintosh Power PC
  • XEROX 8000 Network
Software Skills
  • FrameMaker 6.0
  • Microsoft FrontPage 2000
  • RoboHELP 2000
  • Macromedia Authorware 5 Attain
  • VISIO 5.0 Professional
  • Microsoft Word 2000
  • Microsoft PowerPoint 2000
  • Microsoft Project 8.0
  • Lotus Notes 3.1
  • Microsoft Access 2000

Professional Associations

1994 – Present American Society for Training and Development (Current)

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