Technical Documentation • Guides • Word Magick

Designed User-Centric Research Survey: Conducted a survey with 500+ users to gather actionable feedback, identifying pain points in internal wiki content and information architecture for strategic improvements.Optimized Documentation for Clarity and SEO: Streamlined content to enhance readability, reduce maintenance costs, and achieve a 70% decrease in outdated information, improving project visibility and cross-team communication.Managed Content Migration and Team Training: Led the transition of production, art, and design teams from a central wiki to tailored spaces. Provided training on content management best practices to enhance efficiency.Executed Comprehensive Content Strategy: Spearheaded the re-architecture of the internal wiki by merging content into a cohesive, user-friendly format that improves discoverability and user experience.Implemented Agile Project Management in Jira: Directed the Documentation team's Jira project setup, defining workflows and issue types. Facilitated agile ceremonies to enhance project management efficiency and team collaboration.

Pioneered User-Friendly API Documentation Processes: As a founding member of the documentation team, established clear and accessible API documentation workflows, enhancing stakeholder communication and contributing to effective API governance.Enhanced Documentation Delivery and Work Request Processes: Improved workflows to streamline documentation delivery, fostering cross-team collaboration and increasing overall efficiency.Optimized Team Workflows with Custom Intake Forms: Developed custom work intake forms and implemented automation for ticket creation and Slack notifications, significantly enhancing team productivity and responsiveness.

Strengthened information discovery by creating clear and easy-to-follow support articles for our documentation hub. Ensured product accuracy and usability by collaborating with subject matter experts and developers to review technical content.

Facilitated documentation revamp by researching the existing parts ordering system and collaborating with training teams to prepare writers for a new UI.Revised classroom content for clarity and consistency, building on the trainer and student experience.

Bettered user retention by writing B2B support content and feature change documents.Upgraded support article SEO by rewriting hard copy guides as topic-based articles, focusing on readability and plain English.Fortified technical accuracy of internal and external content through regular revisions for better customer experience.

Created and enhanced user-centered content, including online support articles, release notes, blog posts, in-product help, and PDF guides, to improve the user experience for B2C and B2B customers.Improved product usability and brand voice by editing marketing copy and release announcements, proofreading product packaging and website content, and crafting clear and concise UI copy for a flagship app.Contributed to the implementation of a new documentation platform by conducting extensive research, testing, and providing recommendations on user experience and information architecture.

Analyzed and troubleshooted internal and external network and software issues, analyzing and documenting the results.Maintained clear and effective communication with customers to resolve ongoing service issues, utilizing user-friendly writing techniques to ensure understanding and satisfaction.Managed daily performance and documentation review for team issues, focusing on clear information principles to ensure organized content.

Provided technical support and account documentation for 130 premier customers, including information on process, with concise, user-friendly writing.Troubleshooted and resolved technical issues related to database access, account setup, custom data linking, and TCP/IP authentication, providing clear communication to users.Provided daily phone and email support to a large school and library consortia of over 1,800 individual end-user locations, utilizing effective communication skills to ensure issues were resolved quickly and accurately.

Monitored, investigated, and drove to resolution all Core IP network issues.Collaborated with data center technicians on planned and emergency network maintenance. Maintained detailed written and verbal communication with multiple hardware vendors to troubleshoot and replace faulty network components.

Troubleshooted and documented internal/external process errors, outage trends, and maintenance. Developed and maintained high visibility business partner relationships, gaining trust and respect of premier customers.Acted as primary on-call escalation for over 3,500 individual customer accounts.

Documented all customer issues, including circuit errors, network configuration, and hardware replacement.Recorded all details and conversation regarding wide area end-to-end overhauls on critical business circuits. Engaged in daily router, switch and circuit troubleshooting, remote testing, data error analyzing and thorough written breakdowns of recurring problems. Maintained prompt internal/external escalation of issues based on severity and required repair times.