- Build out content strategy by connecting cross-functional teams through alignment meetings and providing product and design teams with tools to write better content.- Create and maintain UX Design Writing Guidelines: Voice and tone, editorial style, and UI component-specific guidelines.- Use Figma to design user experience content on enterprise, commerce, and portfolio management platforms in Smartsheet.- Provide guidance and coaching to a junior writer.

- Collaborate with content strategists, subject matter experts, and designers to write operating procedures and tools and reference articles.- Elicit feedback on raw article proposals by engaging subject matter experts to engineer new processes.- Document and update procedures for handling interactions with channel partners like Apple Authorized Service Providers. - Ensure that all documentation meets usability and accessibility standards.- Improve readability metrics on all articles migrated from a decommissioned content management system.- Write technical documentation for tools. Reduced passive sentences in tool instructions by 50%. Lowered reading difficulty of existing Apple documentation by 10%.- Provided feedback to leadership that helped evolve the project's workflow between project teams. Suggested an update to the engineering process flow with the SMEs that would solicit valuable information earlier in the process. The process shortened the creation to publication timeline and increased project efficiency.

- Provide senior-level support to IT specialists and teachers across hundreds of national and international K12 schools, universities and businesses with AppleCare for Enterprise and Enterprise OS Support Agreements.- Collaborate with Apple leadership, engineers, quality program managers, subject-matter experts, and other stakeholders to strategize processes for supporting Apple business and education customers. - Manage, author, and edit instructional and technical documentation to match Apple’s editorial guidelines. - Write and edit announcements on behalf of Apple leadership.- Lead projects across worldwide audiences to align content and processes for all regions.- Research and evaluate where business partners can discontinue or update processes.- Use Adobe Experience Manager to compose, design, and publish Apple internal articles.- Act as senior point of contact for fellow Apple advisors, accepting their complex, unresolved cases.- Train, mentor and support first and second-level advisors through onboarding programs, ensuring the entire team is equipped to resolve cases and ensure customer satisfaction.- Lead weekly team meeting discussions on Apple-wide developments and strategies for improvement. - Collaborate with Apple Enterprise software engineers to identify and resolve complex technical issues.- Demonstrate advanced interpersonal and communication skills by successfully collaborating with customers with diverse cultural, language, education, and technological backgrounds. - Trained in numerous deployment implementations (e.g. Apple, third party management solutions) across multiple Apple hardware and software platforms (e.g. macOS, iOS, tvOS).

- Provided front-line support to education and business-to-business customers with Apple devices. - Acted as team subject-matter expert regarding Apple’s e-commerce store for schools and businesses. - Demonstrated proficiency in Apple’s Profile Manager, macOS Server, iOS, and macOS. - Developed advanced skills in customer service and resolution strategies.

- Worked one-on-one with IT specialists and teachers in K12 schools, universities and businesses to develop and support their Apple Volume Purchase and iTunes U Programs. - Developed and disseminated internal trainings to new iTunes U Support team members.- Provided the Apple Enterprise Support Team with insight on complex technical aspects of assisting schools and businesses. - Created internal operating procedures for the Apple Deployment Program, later to become the Apple School Manager and Apple Business Manager Programs.- Demonstrated strong leadership and organizational skills by leading a team of five employees tasked with ensuring the Apple Deployment Program was released on schedule.- Collaborated with Apple software engineers and the education program manager to ensure success of the Apple Specialty Program’s expansion to sixteen countries in over a dozen languages.

Assisted German and English speaking customers with their iTunes Store billing and downloads.Quickly promoted from tier-1 level to senior-level support working both with customers and other advisors. Trained new employees as senior advisors on Apple ID account security during rollout of new security measures to protect customer information.Acted as liaison for iTunes Account Security and backfill teams during the rollout.Provided senior-level support to Apple customers using the iTunes and App Stores.

- Provided counseling for elementary-age students in a community-based setting both at their schools and then remotely during COVID-19. - Managed client cases and documented their care in an electronic health record. - Worked closely with supervisors as an intern to learn best practices for providing clients and their families with the services and tools they needed to address behavioral health concerns.