I help small businesses and non-profits create sustainable social media plans tailored for their organizational goals.

I published a Web zine for the New England Middle-Eastern music and dance community. It started out as a bi-monthly magazine, which was published continuously for over ten years, and had well over 300 subscribers (hard copy and online).

I teach small business owners how to think about and use social media for creating and engaging with their customers and other communities, and how to create plans that are sustainable for their particular business.

Work directly with Pega Cloud product management to develop content for Pega Cloud customers about administering and managing their Pega Cloud applications.Use Google Analytics to provide monthly reports on Pega Cloud content usage to product management.Research and write topic-based content for Pega 7 Platform online help.Provide help build and Flare support for documentation team.

Developed and taught two courses for planning and implementing social media strategy and online communities in organizations. Course focus included using social media to further organizational goals; developing organizational social media guidelines; community management; understanding and tracking metrics, especially with regards to key performance indicators (KPIs); employee involvement and training on social media; crisis avoidance and management.

Developed and designed initial content strategy for IBM Verse. Focused on effective progressive disclosure and scenario-based documentation.Develop and design the content strategy for SmartCloud Notes, as well as the rest of the Notes and Domino product family. Work with stakeholders in development, product management, support, and field sales and service to understand customer requirements and deliver information products to meet those needs. Streamlined client help for IBM iNotes, improving usability and findability of information. Improved reusability of content for cloud-based client.Active in two corporate workgroups related to social business and media.Produce the Notes Tips Podcast twice a month. Content includes helping customers become more productive with IBM Notes, as well as interviews with key people in IBM Collaborative Solutions. Organized and oversaw "Blackberry Jam" and "Mobile Jam" online virtual events for customers interested in using IBM mobile products. Created persona and Twitter account for Professor INI, to keep technical community members apprised of new Notes.ini documentation and news published in the Notes and Domino Wiki.Launched the Lotus Technical Information and Education blog to connect with internal and external community members and keep them updated on group news and developments.With Domino server development, helped develop the Notes Domino Wiki for collaborating with customers on Notes and Domino best practices.

Project lead for Domino server administration documentation. Write content for Domino and Notes security documentation. Domino product representative to Information Development Center customer feedback team. Agile/Lean development methodology evangelist for Domino ID team.

Wrote functional specs, release notes, and Domino administrator documentation. Responsible for Domino server security infrastructure documentation, which includes the following areas: user authentication, SSL, access control lists (server, workstation, and database), and the Domino certificate authority. Researched and wrote functional specifications for use by development, QE, and user assistance. Developed internal documentation for Automation Development team.Extracurricular activities included: Participated in ID Web team, which was responsible for publishing doc deliverables to the developerWorks Web site Participated in ID customer feedback team, which solicited, managed, and acted on external customer feedback. Co-authored two IBM Redbooks on Domino/Notes securityWrote or co-wrote several articles for Lotus developerWorks.

Responsible for planning and publishing documentation for the Pro/E product line. Worked closely with product management, development, support, and translation to provide new and updated content for customers.

Built a documentation group to support Vantage, an internal project for designing and developing software products for retail brokerage back-end systems. Developed a style guide and documentation templates; created a publication to keep project stakeholders current; and launched a "support group" for Fidelity technical writers.

Part of Internet Engineering Group. Responsible for developing all documentation for Fidelity's corporate intranet. Brought Framemaker in as standard documentation tool for use by engineering groups. Established online documentation for Network Operations. Delivered 5 separate manuals for each major network center monthly, in addition to ad hoc engineering white papers, procedural documents, etc. Awarded the President's Commitment to Excellence Award in 1991.

Represented ATG on interdepartmental teams to re-evaluate Fidelity's PBX and VRU replacement strategy. Developed prototype PC-based voice response system for Fidelity Life Insurance Co. Provided technical and cost feasibility analysis of smaller projects for recommendation to internal clients.

Managed the conversion of DES' 1A key systems to Isoetec electronic key systems (1000 phones, 25 systems). This included the bid and procurement process, vendor negotiations, coordination with New England Telephone, site preparation, and user training. Completed project on-time and under budget in accordance with the Facilities Director's management objectives.

Hired to provide telecommunications expertise for agency responsible for overseeing all Commonwealth data processing procurements. Member of team that implemented the state's first T-1 network.

Wrote market research reports for Yankee Group clients on PBXs, voice mail, and voice processing. Also provided client consulting services, and spoke at industry briefings.

Promoted from editorial assistant to staff writer after three months on the job. Two articles were selected for use in college-level computer science courses.