• Managed editorial deliverables and content development for next-generation Seller Central help system (Athena); launched system in Canada and Mexico marketplaces.• Worked with Athena PM team to create content for Direct Answer and automated workflows. • Developed content experiment plan to test and measure content updates on Seller Central. • Worked with teams to develop and publish launch content for third-party sellers, including Handmade at Amazon and Shipping.

• Developed content strategy for undisclosed corporate project. • Helped define overall user experience and text strings with UX, PM, TPM, Dev, and QA. • Developed new voice, tone, glossary, and style guidelines; ensure alignment with Amazon editorial and UX standards. • Coordinated with stakeholder teams to align initiatives, terminology, and UX to ensure consistency across Amazon services.

• Developed content strategy for Windows Error Reporting (WER) solutions with senior content publishing management and WER stakeholders.• Managed existing WER solutions content set for Windows 8.1, 8, 7, Vista, and XP; consulted with internal Microsoft and external OEM, ISV, and IHV partners to publish solutions for Windows customers.• Wrote UI and help content for Windows 10 features, including Action Center Notifications and Windows Update.

• Developed and implemented Windows Error Reporting content strategy for Windows 8.1.• Managed existing WER content set for Windows 8, 7, Vista, and XP. • Collaborated with engineering team to develop requirements for content management tools updates. • Wrote help for Windows Dev Center Dashboard pages, including Hardware Signup, Hardware Certification, and Code Signing Certificates (sysdev.microsoft.com). • Wrote user interface text for Windows 8.1 features, including Action Center, PC Settings, PC Info, App Sizes, and Windows Update.

• Led a team of two FTEs to develop and implement the content strategy for Windows Error Reporting (WER) for Windows 8. • Worked with PM, Dev, and Test to plan, update, and test XML-based publishing tools to support Windows 8 solutions. • Managed content updates to support two pre-release betas and general availability of Windows 8. These updates ensured support for application compatibility, driver not found, and crash scenarios during Windows 8 development. Achieved customer satisfaction score of 76.4% (goal was 75%). • Maintained WER content set for legacy versions of Windows, including Windows 7, Vista, and XP.• Wrote user interface text for Windows features, including Action Center, Steps Recorder, Background Tasks and Multi-tasking, Disk Defragmenter, Check Disk, Disk Cleanup, Scheduled Tasks, System, Admin Tools, Task Manager, and Performance and Ratings.• Developed terminology and wrote text for UEFI support and Fast Startup. • Wrote 18 help topics for GA release.

• Led a team of three writers and one editor to develop and implement content strategy for Windows Error Reporting for Windows 7 and Vista releases; documented process and style guidelines to increase content quality across teams.• Collaborated with feature team to redesign the Windows Error Reporting user interface for Windows 7 Action Center; updated content set for new design; received 100 million solution views per month with 74% customer satisfaction. • Initiated and implemented quality reviews for Windows Error Reporting that increased customer satisfaction from 59% - 69% in 18 months.• Collaborated with engineering team to design a single-sourced, XML-based content management system to publish Vista and XP solutions; migrated content to new system. • Wrote help and user interface text for Windows 7 features, including Windows Error Reporting, Reliability Monitor, Diagnostic Solutions, Problem Steps Recorder.• Drove quality review of top 1,000 error messages with 20 feature teams.

• Developed articles, templates, and videos for Sales, Marketing, and Healthcare occupation pages on Office Online that were designed to help different occupations use Office 2003. • Managed content outsourcing with partners, including articles, templates, and videos.

• Managed a team of nine that wrote 3,500 support articles for the MSN 8 release.• Delivered MSN 8 help content on the MSN Support website in four markets.

• Managed, wrote, and edited daily communications for 5,000 MSN support agents. • Visited support centers to research and improve support agent documentation.• Maintained support updates on the MSN help site for customers.

• Wrote interface text for MSN 5.3, 5.1, 5.0, and MSN Explorer 1.0. • Managed a content team of four people. • Wrote help files, tours, FAQs, and user guides for MSN Internet Access help site.• Collaborated with marketing team to write Getting Started print guides for MSN Explorer 1.0. • Developed Y2K contingency plan for MSN Internet Access and oversaw internal and external communications.

• Coordinated MSN customer communications with executive management, marketing, PR, and product team; wrote and published monthly executive updates, emergency bulletins, marketing materials, and newsletter articles. • Wrote and edited user assistance and marketing articles for MSN 2.5, 2.0, and various beta programs.

• Recruited and hired contract technical writers, editors, and translators for Microsoft, Hewlett-Packard, and Adobe.• Managed user assistance projects for Microsoft and Hewlett-Packard.