Needs Assessment• Determine documentation requirements for users, including platform administrators, data analysts, data scientists, and data consumers.• Attend customer listening sessions with UX to discover users’ perspective.• Work with Support, Training, and Professional Services to learn customers’ challenges.• Collaborate with Product Management and Engineering to assess product documentation needs.Knowledgebase Website• Build out knowledgebase infrastructure in Paligo, Microsoft Visual Studio Code, Zendesk, and Amazon S3.• Work closely with Site Reliability Engineering to build Amazon S3 structure to house docs.privitar.com and test knowledgebase.• Code all HTML pages on docs.privitar.com and test site in Microsoft Visual Studio Code.• Configure Paligo to publish directly to Zendesk and Amazon S3.Documentation• Write, edit, design, and publish all documentation using Paligo and Google Docs:• Work closely with Product Management and Engineering to author user guides, administration guides, API guides, installation guides, deployment guides, integration guides, and release notes.• Write and maintain internal and customer-facing glossaries.• Create, manage, and evangelize company style guide.• Partner with Engineering and UX to write and edit all user interface copy in GitHub.• Publish all customer-facing product documentation from Paligo to Zendesk (HTML) and Amazon S3 (HTML5 and PDF).• Collaborate with UX to create explanatory workflow diagrams and overall design of documentation in PDF and HTML5 formats.• Code CSS and JavaScript to design HTML5 documentation.Management• Determine staffing needs, attain and manage staff.• Assess staffing requirements and present findings to senior leadership.• Author job descriptions and design writing exercise for candidates.• Work with Recruiting, Product Management, and Engineering to interview candidates.• Manage full-time and contract staff.• Balance workload across the team.

Hired, trained, and managed team of one full-time technical product trainer and one full-time principal technical writer, one technical writing intern, and three contract technical writers that wrote, edited, and published all documentation using MadCap Flare and Confluence Cloud:• Developed and managed knowledgebase to deliver all customer-facing product training and documentation.• Partnered with UX and engineers to design and connect knowledgebase to customer-facing platform.• Assessed customers' needs for instructor-led training and eLearning.• Authored internal and customer-facing documentation in MadCap Flare.• Used Google Analytics to analyze which users and how many read specific knowledgebase articles.

Assessed training and documentation needs for both customers and internal users, including data analysts, data scientists, analytics managers, medical cost directors, data operations engineers, and implementation managers.• Edited JSON-based domain model entity descriptions in GitLab.• Authored domain model data dictionary in Confluence Cloud.• Wrote long-form documentation for internal and external users, using Confluence Cloud.• Wrote release notes for monthly releases using Confluence Cloud.

Hired, trained, and managed team of 14 full-time and two contract technical writers that wrote, edited, and published all release training and online help:Readership AnalyticsDevised methodology to show correlation between online help readership and reduced customer support calls.• Used Google Analytics and Elasticsearch to analyze which users and how many read specific online help topics.• Researched which of those users called customer support for each topic.• Used Tableau to show that readership prevented 86% of potential support calls and calculated more than $50,000,000 in annual savings for the company.• Showcased findings at MadWorld 2019 technical writing conference.Team Management• Built a team of 16, which included technical writers, an editor, and a technical consultant.• Received the highest satisfaction scores team members could give in a survey, which was the best rating in my division (85 people) and one of the best in the company (5,600 employees).• Worked cross-functionally inside and outside of organization to represent the team’s interests.• Controlled all aspects of team budget.Client Communications• Managed a cross-functional process across five teams, developing and delivering a highly successful release training package for customers to train their end users.• Presenting process at LavaCon 2019.• Managed client-facing documentation portal in Jive.Documentation in an Agile Environment• Participated in Scrum team formed to help company transition from Waterfall to Agile.• Transitioned documentation processes to align with Agile development methodology.• Managed and improved documentation delivery processes to keep pace with an aggressive biweekly Agile release schedule.• Created processes for technical writers to embed with some Scrum teams and advise others.• Worked as part of team using the Kanban method of project tracking.• Wrote release documentation for biweekly releases and online help in MadCap Flare.

• Wrote long-form release documentation for biweekly releases and online help using Flare.• Managed team of three full-time and three contract technical writers.• Oversaw hiring process for all technical writing staff.• Wrote internal and external user documentation and online help using Flare.• Created and managed client-facing documentation portal in Jive.• Implemented Google Analytics tracking system for release documentation and online help.• Presented documentation redesigns to clients and internal teams.

• Wrote and edited internal and external release documentation and online help using Flare.• Created and manage documentation portal in SharePoint.• Mentored junior technical writers.

• Wrote internal and external user documentation and online help using MadCap Flare.• Created and manage documentation portal in SharePoint.• Produced functionality demonstrations in Adobe Captivate.

Wrote internal and external user guides, quick start guides, and release notes using Word and Acrobat:• Wrote internal and external user guides and release notes for a cloud-based messaging programs portal and approval workflow system.• Created user guides and release notes for a Web-based reporting tool for mobile messaging apps.• Authored a user guide for an API that restricts wireless messaging activity by organization, short code, and product code.• Took initiative to create internal training manuals for the documentation team.• Authored a 63-page guide that helped colleagues transition to a new bug tracking tool.• Coordinated the review of documentation across all departments.

Wrote and edited installation, configuration, and user guides in Word for J2EE-based software for developing Web applications.

Wrote a comprehensive API guide in Word.

Used FrameMaker, StarOffice, and PowerPoint to write and edit instructor-led and Web courses that taught students about Sun Microsystems hardware and software:• Worked independently to produce accessible educational materials.• Cooperated with technical writers, project managers, and desktop publishers to simultaneously manage several projects.• Applied expertise in legal trademark and style guidelines, assuring accuracy at all levels.

Taught adult students English language skills in one-on-one sessions and in classroom settings.

Wrote comprehensive user, installation, upgrade, and configuration guides in Word:• Wrote user guides for software that improved business workflow for managed care call centers.• Rewrote user documentation to create context sensitive HTML-based help files in RoboHelp.• Coordinated reviews with developers and quality assurance personnel to ensure accurate content.

Wrote, edited, and indexed user guides in Word for J2EE-based software for developing Web applications:• Collaborated with the principal technical writer on user guides for e-commerce development software.• Indexed the user guide for an application used to create retail Web interfaces.• Revised the user guide for rules-based software to complement the updated software version.

As sole technical writer, teamed with Research and Development department to write and maintain user interface functional specifications for development:• Managed contract technical writers in creation and maintenance of functional specifications.• Collaborated with software design engineers to clarify functionality, constructing more accurate specifications.• Defined software functionality for the Quality Assurance department.• Composed and implemented online help using HTML and JavaScript.• Created online user guides using Dreamweaver and HomeSite, and created printed user guides using QuarkXPress and Acrobat.• Wrote, edited, and proofread prototype content on which the software developers based their designs.• Managed content for the corporate Web site and copyedited all marketing materials and press releases.• Developed an editorial style guide for all company documents.

Edited online newsletters and self-care health books using Word, QuarkXPress, and PageMaker, providing readers with more accessible healthcare content:• Reworked printed healthcare newsletters and self-care health books into online content using Dreamweaver and HomeSite.• Worked closely with designers to create an intuitive user interface.• Explained the editorial process to HMO clients by giving presentations both on-site and off-site.• Edited the content of six healthcare newsletters to create clear, concise health information.• Coordinated the flow of work with art directors, copy editors, fact checkers, and associate editors.• Mentored associate editors, reviewed their manuscripts, and taught weekly editing workshops, allowing for growth within the editorial department.• Attended seminars and client conferences to better understand the managed healthcare industry.• Administered communication with six healthcare clients via daily phone contact and on-site visits.