- Write and edit knowledge base (KB) articles for smart home/Wi-Fi security camera hardware, subscription services, and related user interface applications• Identify and publish accurate, accessible, and relevant product support content for customer troubleshooting, product installation, and Arlo services• Set and enforce standards for quality and usability of support content• Create, maintain, and optimize knowledge base content for a global audience• Organize and execute tasks and projects that contribute to knowledge base strategy initiatives• Assess audience needs for technical and procedural documentation; adjust tone and technical terms to meet those needs and ensure understanding• Gather feedback from internal cross-functional teams to improve technical documents• Provide proofreading and editing support to various teams• Research product samples to develop a full understanding of Arlo device features and the benefits of subscription services

- Edited, standardized, and finalized internal and end-user documentation for smart home/Wi-Fi security camera hardware, subscription services, and related user interface applications- Created, managed, and maintained training materials for support agents to certify and validate efficiency in solving customer issues• Partnered with support teams to identify and publish accurate, accessible, and relevant knowledge base (KB) content• Set and enforced standards for quality, scope, and usability of internal support content for customer care agents• Assisted in creating, maintaining, and optimizing knowledge base content and agent training on a global scale• Organized and executed tasks and projects that contributed to knowledge base strategy initiatives• Monitored measurements of knowledge and training content to improve quality, usage, and overall effectiveness • Maintained extensive product training modules to recertify hundreds of Arlo experts across multiple regions; streamlined training processes and enhanced quality of multiple Learning Management System documents

- Edited, standardized, and finalized internal and end-user documentation for internet hardware and related user interface applications• Managed international team members and collaborated with tech support teams to edit, standardize, and update 9530 knowledge articles pertaining to internal policies, product troubleshooting, and user interface configuration• Responsible for managing entire internal knowledge base program consisting of 1686 published materials while routinely performing revisions, technical accuracy updates, format changes, and grammar standardization• Supervised employees in remote locations; assigned and reviewed work projects, and wrote monthly evaluations of team member performance• Worked with Knowledge Engineering/Support teams to edit and update How-To and troubleshooting articles for NETGEAR routers, extenders, Orbi WiFi Systems, and Arlo security cameras• Reviewed published materials and recommended revisions and changes in scope, format, and content• Worked cross-functionally with local and remote teams, including engineers, tech support, and localization teams• Authored Knowledge Base Article Writing Style Guide, Article Plagiarism and Copyright Policy, and Salesforce Internal Article Process Guide while managing 28 projects to improve content/business processes

- Researched, developed, and edited detailed maintenance procedures for Interactive Electronic Technical Manuals• Developed 25 accurate technical solutions for 14 deficiency reports; streamlined effectiveness of avionics maintenance job guides for US Air Force aircraft and decreased internal workload by 65 percent in 12 weeks• Discovered lapse in new hire Arbortext Editor technical training; insight led to improvements for subsequent courses--increased overall training quality for incoming technical writers and future organizational staff• Contributed to extensive in-house new hire training development project; edited initial drafts and outlines for detailed multi-page documents--expertise and recent experience significantly improved early stages of product• Developed detailed and efficient task tracking spreadsheets; meticulously monitored workload issue status and illustration progress--attention-to-detail contributed to on-time delivery of all assigned projects

- Developed and maintained specialized avionics system distance-learning curriculum for maintenance personnel• Designed and maintained 20 volumes of technical Air Education and Training course material for Air University; impacted upgrade training and education for over 2,500 avionics students and employees• Verified continuous accuracy of 425 curriculum items outlined in training documents totaling 647 pages; ensured 100% error free quality training was consistently delivered to members across the entire Air Force• Led and advised 24 personnel on safety precautions and procedures within the facility; authored 29-page safety policy guide while managing and maintaining pertinent safety training records for assigned employees• Maintained performance and learning management systems; provided communication to employees and management on learning progress--ensured accuracy and currency of 145 employee training records• Participated in process improvement work groups and conducted technical reviews of documentation to ensure accuracy of material--accurately estimated rewrite projects and reported issues to management daily

- Led evaluation of instructor training, curriculum, and programs for 1,300 staff members in 48 technical training school locations worldwide• Audited and monitored policy and procedure compliance on a routine basis at training facilities; advised senior leaders on complex issues impacting all training aspects for over 70,000 personnel across the Air Force• Oversaw Air Education and Training Command’s largest instructor force; validated qualifications of 904 instructors which accounted for 43 percent of the 82nd Training Wing’s total production• Developed and maintained 12 detailed policy and procedure documents to govern and guide day-to-day operations of facilities, training, and sustainment programs; supported the design, evaluation, and implementation of training programs with effective leadership to consistently ensure quality course instruction• Led team members on 816 curriculum inspections and 1,066 student record reviews during 51 site visits; suggested corrective actions for 599 deficiencies--improved over 650 training courses and 1,275 programs• Supervised and trained 11 inspection team members; maintained detailed training records in databases and Learning Management Systems to meet strict internal policy and Air Force regulation requirements• Authored comprehensive 81-page inspection checklist for internal self-assessment of all training facilities; efforts led to 75 ‘Excellent’ and ‘Outstanding’ ratings on further Higher Headquarters inspections• Evaluated and analyzed business processes; simplified instructions for completing specific tasks--ensured procedures were standardized for clients and internal staff through effective documentation and leadership• Analyzed business file management processes; reorganized 162 electronic record files and employee records--streamlined electronic data retrieval process and increased review efficiency by 25%

- Developed and taught specialized avionics field training courses for the Community College of the Air Force• Taught 90 technical training courses in 3,679 instructional hours; trained and qualified 188 employees and leaders on aircraft systems operation with self-developed training aids and individualized training sessions• Directed the maintenance and review of 575 technical manuals; ensured accurate training resources and learning tools were updated and available at all times to all instructors, facilitators, trainers, and trainees• Reviewed and developed curriculum content for 17 avionics courses; maintained 76 instructor lesson plans and student accounting records for every class taught--ensured adequate and detailed training documentation• Created, edited, and proofread instructional documentation for specific training needs; scheduled training sessions and maintained trainee records to ensure learning objectives were met with effective material• Determined training needs for employees at multiple maintenance bases; used assessments to coordinate course scheduling and class evaluations--ensured effective training with established polices and procedures• Contributed to 23 process improvement ideas; named Instructor of the Year in 2008--set the example for 21 team members and promoted a streamlined work environment while saving the Air Force over $52,000

- Supervised and trained personnel while maintaining avionics systems for the National Airborne Operations Center• Analyzed complex aircraft instruments and navigation computer systems in-flight and on-ground within strict policy guidelines; efficiently performed detailed work with a high degree of accuracy and confidentiality• Supervised shift workers and regularly conducted job performance reviews; responsible for all aspects of employee training and development in a fast-paced, deadline driven aircraft flight line environment• Maintained complex instrument and flight control systems on four Boeing 747 National Airborne Operations Center aircraft valued at $3.4 billon; contributed to Top-Secret missions in support of the President of the United States, Secretary of Defense, Secretary of State, Joint Chiefs of Staff, and Federal Emergency Management Agency

- Maintained, inspected, and installed avionics components on DC-9 aircraft; recommended procedure improvements• Proposed and organized in-flight training for avionics specialists; aided the understanding of aircraft flight management system operation and troubleshooting--increased overall aircraft maintenance production• Designed and implemented flying crew chief standard evaluation checklist; contributed to success of mandated airlift squadron program--increased flight reliability while reducing ground maintenance problems• Repaired numerous avionics systems malfunctions; ensured successful missions for the Supreme Allied Commander in Europe and Secretary of State--directly aided Operation Allied Force and Balkan Peace Talks

- Tested, inspected, and maintained avionics systems for special operations UH-1N Huey and HH-60G Pave Hawk helicopters• Led avionics team in electronic warfare systems time compliance technical order modifications; initiatives streamlined team effort effectiveness and decreased aircraft modification completion time by 10 percent• Consistently discovered root causes of complex avionic systems malfunctions; expertise in system knowledge and troubleshooting led to a 97.3 percent mission effectiveness rate and saved over $12,000 in repair costs

Attended Electronics Principles and Avionics Technology courses

Attended US Air Force Basic Training