End February 2024 | Wrote and updated customer facing self-help, internal, and UI content for multiple software brands within the Auctane portfolio. Coordinated with product managers, engineers, marketing, and senior management on large, time sensitive software projects. Developed and executed documentation plans for projects. Met all deadlines.Selected accomplishments:* Worked closely with product managers and support teams, ensuring customer facing and internal documentation were kept up to date and all new and updated content available on date of software release.* Saved time and money by importing help content from Zendesk into Paligo CCMS and by organizing content into reusable topics.* Participated in multi month-long team project reorganizing, rewriting, and moving Stamps.com and Endicia help centers into new Zendesk help center, resulting in up-to-date content, improved self-help experience, and a well-organized and reusable topic and image structure.

Wrote and updated customer facing self-help and internal support documentation. Designed, implemented, and maintained the customer facing Zendesk help center. Created audio visual content for YouTube and other social media sites.Selected accomplishments:* Collaborated with development team manager to integrate technical writing as part of development Agile sprint cycle, resulting in constant collaboration between development and technical writing teams. Ensured documentation available at time of release opposed to up to 2 weeks after software release.* Created style guide, word list, and help content template. Rewrote/updated all customer facing help content to be in line with style guide and documentation templates. Resulted in consistent voice and tone across all content as well as consistent layout for all help content.* Developed Zendesk support center theme, meeting branding requirements and maximizing customer self-help.