Assisted a client with a cloud monitoring service migration to Datadog by documenting best practices, creating training materials, and updating SOPs to reflect the new monitoring environment. Incorporated agile practices across two teams and assisted engineers and project managers with requirements gathering, meeting notes, and project planning to ensure delivery and help build the client relationship.

Created technical troubleshooting documentation for proprietary Toptracer software and hardware installations used at Topgolf venues world-wide. Facilitated team transition from Pages to Microsoft Word and enabled universal document access, editing, and reduced review processing time.Worked with QA to create a sandbox environment for the documentation team to gather screenshots more efficiently and improve productivity.

As a Technical Writer for the Media and Entertainment department my responsibilities included:- Updated and maintained user guides and content policy documentation that was distributed both internally and externally to users and content providers for our digital media platform. - Created/edited copy for seasonal and promotional marketing newsletters and notifications that were distributed across 500,000 endpoints in the United States.- Gathered Product Requirements from the Product team for a digital media platform redesign. - Created and refined user stories for an Agile development team through JIRA.- Performed market analysis to improve content offerings for 3 product lines on a digital media platform that reached over 500,000 users, with a focus on diversity, inclusivity, and personal betterment content. - Responsible for communication with internal and external stakeholders on content viability, deliverability, and support ticket status. - Prioritized tasks for 3 different product lines and provided weekly reports to Directors on product development status, including: Roadblocks, New Features, New Content, and External Communications.

As a Technical Writer for the Public Safety department my responsibilities included:- Created and maintained user guides, requirements, user stories, and technical design documentation through Confluence, JIRA, and Microsoft Office.- Gathered product requirements and created user stories for a public safety product that had to meet federal and state guidelines.- Collaborated with Product and UX teams to create high fidelity prototypes using Figma.- Built internal facing online knowledge base templates and software documentation using Microsoft Office and Confluence. - Collaborated with Product and Software Development teams to document meeting objectives and communicate action plans between teams. - Assisted with Quality Assurance and User Acceptance Testing (QA - UAT) and documented found Bugs.

- Gathered Requirements and built project plans and quotes using Salesforce and Microsoft Project for hardware procurement and installation for sites in the United States and Canada.- Created project and process documentation for both internal and external clients using Confluence.- Coordinated shipments, vendors, and installations of digital signage systems throughout the United States and Canada.- Created installation manuals and troubleshooting documentation for multiple digital signage systems to be used by on-site technicians.

- Created training manuals for new hires detailing software and hardware used for multiple clients.- Supported the PMO team by creating reports with Salesforce and Microsoft Excel to analyze project progress, network health, and communication with clients.- Implemented, maintained, and trained the support team on a new Asset Management System to track internal and external assets used for multiple clients.