Alisa Conboy Email & Phone Number

Chicago, Illinois, United States

Chicago, Illinois, United States

Dynamic and experienced leader with a strong background in directing multi-disciplinary teams for DocuSign, including technical writing and content operations/tool stack. Passionate about driving innovation, shaping exceptional user experiences, and developing world-class technical writers. Primarily responsible for providing the strategic vision for our product documentation and content operations to ensure that customers, across geographies and industries, get the information they need to succeed, at the right place and time. Proven expertise in advanced content strategies and CCMS tools. Successfully implemented user-centric documentation practices, ensuring clarity and accuracy. Expert in content strategy, user assistance, and information architecture. Proven track record in driving strategic initiatives, vendor relations, cross-functional collaboration, and team member development. Skilled in project metrics, performance management, and budgeting.

Chicago

DocuSign helps organizations connect and automate how they prepare, sign, act-on, and manage agreements. As part of its cloud-based System of Agreement Platform, DocuSign offers eSignature—the world’s #1 way to sign electronically on practically any device, from almost anywhere, at any time.

Chicago

Filled the knowledge and communications management role, newly created for the IT department. Successfully defined and established the documentation processes, working cross-functionally to build all internal communications and end user technical documentation and training procedures and policies for the IT department. Key accomplishments:• Managed and developed policy changes to the documentation platform (Atlassian Confluence)• Established a communications platform and plan for IT project deployments• Established new concepts not previously available to IT, including training videos, surveys, campaign metrics, printed booklets, internal marketing through newsletters and signature banners• Trained and consulted all departments on documentation best practices for SEO optimization, Confluence security permissions, and optimal content organization and navigation• Introduced the Agile scrum process to manage documentation and communications projects from initiation to deploymentKey successes:• Increased team process documentation from 4% complete to 100% complete in 8 months.• Delivered 200+ communications campaigns annually through multiple channels across our global offices. • Eliminated 63% of unused wiki spaces, and reduced content overgrowth by 45% in the first year.• Increased communications readership and engagement by 24% in 6 months.• Received C-level leadership praise for our "Day One" IT booklet for new hires, requesting booklets for all existing employees worldwide.Proficient in most business applications, including Adobe Create Suite, Adobe Captivate, Atlassian Confluence, Atlassian Jira, Microsoft Office products, IBM Rational, CA Agile Central.

Greater Chicago Area

As an Agile scrum master and a member of the Technical Information Services (TIS) team, led multiple global teams to develop, manage, and support our DocOps documentation standards and policies, QMS documents for ISO 9000, training materials, corporate terminology, and our central website. Key accomplishments: Transitioned 200+ writers and 1000+ documents to a wiki-based CMS platform 9 months early, including a comprehensive ILT and eLearning plan to ensure success. Taught writing teams how to curate content from multiple sources, such as Technical Support, Education, Marketing, Flipboard articles, user communities, and more.  Consulted with struggling teams, building custom 30-60-90 day action plans proven to improve areas of inefficiency, non-compliance, and knowledge deficiency. Became the “face and voice” of Tech Info Services while managing corporate communications for the worldwide department. Reduced the QMS documentation set from 65 documents to 8 efficient and targeted documents. Provided L2 and L3 technical support, solving 93% of tickets within 2 days or less. Additional accomplishments: Managed our projects following the Agile Scrum methodology, using IBM Rational Team Concert, CA Work Management, and CA Rally. Improved training efficiency through smaller web-based learning modules (using Atomi ActivePresenter). Changed the broader company perception of the documentation department’s value by incorporating detailed Google Analytics and Marketo pixels into our documentation. Focused efforts on supporting newer mobile and tablet platforms for greater customer satisfaction. Led focus teams to manage our corporate terminology using Acrolinx, department writing methodology, and central training programs. Deployed a comprehensive internal communications plan to keep teams informed about policy updates, tools status, upcoming events, and more.

Greater Chicago Area

Inspiring, decisive, and results-driven manager leading a team of systems engineers to: Provide central tools, standards, and procedures support for the global documentation department (200 writers).  Perform tools research and testing. Manage global site software licenses Develop custom utilities for automation.  Provide training and mentoring to help writers produce high-quality, user-centered documentation. Key achievements: Deployed Author-it worldwide, converting content from multiple source formats. Increased Process Maturity Model (PMM) ranking from level 1-2 to level 3-4 (some 5) within 3 years. Presented at the STC conference: “Innovate, Invigorate, Improve—Rebuilding a Large Technical Publications Organization.” Describes our steps to improve our PMM ranking. Developed and deployed a new localization process and a patent-pending structured writing style, saving 80% in localization costs per project. Developed training for structured writing, Author-it, acrocheck, and other tools and processes. Delivered via teleconference (reduced travel costs) and small, self-directed eLearning modules (accommodates busy work schedules). Achieved excellent ratings from attendees. Developed strategies for Section 508 compliance, content archiving, and versioning. Teamed with GIS to add my team into the corporate help desk system (CA ServiceDesk), providing L2 and L3 support to our global technical documentation department. Established our central communication methods, including an online forum and department web site. Scored top performance ratings from my team through an anonymous company-wide survey. Served as a key contributor to several committees that reviewed standards, researched new innovations, and created clear standards and policies. Exceeded management’s expectations and received accolades from management and peers for completing projects with high-quality and for continually delivering “added value.”

Greater Chicago Area

As Lead writer in the Service Assurance Business Unit, worked on one of the top 3 revenue products at CA. Significant accomplishments:• Rearchitected the doc set from 200+ deliverables to 60, focusing on task-based articles and use cases. Reduced costs while improving customer satisfaction.• Converted doc to the new CMS 12 months ahead of schedule.• Established policies and procedures to improve team efficiency and consistency, including localization and 508-compliance practices; conducted training sessions.Additional achievements include:• Developed Information Elements training and AuthorIT training.• Created the localization process.• Served on several committees to review standards, research innovations, and create standards and policies, based on my in-depth knowledge of the tools, technologies, goals, and broad spectrum of existing policies and procedures.• Helped deploy new standards and policies to the entire department.• Provided technical support and advanced consulting services to writers.• Mentored fellow members of Tech Pubs Operations.• Consistently exceeded management expectations and received accolades for delivering high-quality and “added value” when possible.

Responsible for creating and maintaining multiple documentation projects while applying CA standards. Significant achievements include:• Served as a member of the Help Standards Committee.• Helped pioneer the effort to implement AuthorIT and the new elemental writing style across the organization.• Routinely assigned to specialized, high-profile projects, in addition to standard product documentation projects.

Responsible for creating and maintaining all documentation projects across the Process Continuum suite of products. Significant achievements include:• Performed research and helped lead the effort to implement HTML Help across the ALS division of PLATINUM technology (later became Computer Associates).• Researched the latest usability studies to help improve the product and online help interfaces.• Designed the user interface for two Web-based applications—Project Office Console™ and iTime™.• Promoted to group leader.

Managed the Info Communications (iCom) group. Responsible for all corporate communications projects, including technical/development, marketing, sales, and all other written documents and multimedia communications projects. Accomplishments include:• Implemented a new department called “iCom.” Primary goal was to ensure quality for all communications (a consistent tone, message, and technical accuracy). Also, served as internal consultants for processes, corporate policy, and product dev. • Produced web site, brochures, demo, ads, articles, press releases, direct mail, newsletter, user conferences, and spec sheets for releases.• Redesigned all product doc and decreased written doc.• Designed the GUI for two intranet products.• Received accolades from the President and VP for iCom’s success. iCom was first to document job descriptions and work procedures, complete standard performance appraisals, track project revisions and approvals, and distribute a weekly status report.

• Designed and managed corporate web site accounts using the latest Web design products and techniques to develop the client’s Internet presence. • Developed training courses, including content and materials. Completed training courses include Introductory Windows 95, Introductory WordPerfect for Windows 95, Web Design Guidelines, and Introductory FrontPage 97. • Produced various written compositions, including magazine articles, marketing materials, proposals, press releases, and Web page content.

• Managed all technical communication projects, including online help files, software manuals and guides, product demos, conference/seminar presentations, and training materials.• Contributed to the development of worldwide standard practices in software GUI design for multiple operating systems, including Windows 95.• Acted as User Liaison for the Development team, providing product specification input to ensure all applications are effective, user-centric, and conform to software design standards developed by CCI.• Hired and managed Technical Writing staff.• Conducted in-house “Lunch Time” training sessions to improve computer work performance of all company employees.• Began bimonthly publication of an employee newsletter, a faxed newsletter for our domestic business partners, and a standard customer newsletter.• Personal accomplishments include three promotions within the first year and four certificates for exceptional dedication and work performance.

Responsibilities included editing and formatting highly technical documents for CSC and agency-wide NASA installations.

Bachelor Of Arts (Ba), English Language And Literature, General

Education record