* Manage and write API documentation using the Open API specifications and markdown.* Maintain a Help Center that includes software documentation and knowledgebase articles.* Design UI text that focuses on clean, crisp copy.* Modernized original Developer Portal written in Markdown with the Jekyll static site generator.

• Established a technical communication team that grew from 1 to 11 technical communicators, including implementing processes, best practices, styles, writing philosophy, and overall department strategy.• Developed a content strategy for multiple software products in the HR, workforce management, talent analytics, and compensation spaces.• Implemented an innovative user assistance solution that included walkthroughs (guided application interactions), context-sensitive help, detailed online help, and UI text.• Hired, trained, and onboarded technical writers in the United States and in the Philippines.• Shaped a strategy to utilize technical communication skills in the user interface text, including messaging, labels, and instructional text.• Planned and implemented the inclusion of the technical communication function in the development team’s transition to Agile development.• Managed the translation of software applications and user assistance content.• Crafted a content strategy with the Client Experience team to reuse content and create new material for a Client Community project.• Performed people management duties including mentoring, coaching, objective setting, annual reviews, budgeting, and workforce management.

• Managed several projects for various audiences through all phases of the documentation life cycle.• Completed an innovative XML Metadata Schema Reference Guide, delivered as a PDF portfolio including the schema and sample XML files• Developed wiki based technical support documentation to improve the relevance and accuracy of known issues, resolved issues, and workarounds.• Wrote user guides, installation guides, online help, and release notes for diverse products including an internal printing application, an aircraft ground tools application suite, and an Electronic Flight Bag (EFB) application (for pilots and maintenance users).• Created eLearning for a route-planning marine application, EFB application, and iPad app.• Wrote and facilitated internal product training.• Provided consulting services for single-sourcing strategies.• Hosted knowledge transfer presentations on content strategy and trends in technical communication.

• Planned and executed a complete rewrite of an existing reference guide for a traffic and billing application to meet customer demand for more useful documentation.• Developed functional and technical requirements documents for an interactive television application and an XML conversion utility.• Wrote installation and configuration guides for the interactive television application, XML conversion utility, and an application server product.• Wrote Software Architecture Documents for an Interactive Services Architecture (ISA) compatible Video on Demand (VOD) plug in for a cable network's Electronic Programming Guide (EPG).

• Developed an eLearning utility using Authorware and Adobe Captivate that provided access to a training library intended to enhance and, in some cases, replace stand-up training classes.• Created various types of software simulations based on the ADDIE model using Captivate including "Show Me" demonstrations, "Guide Me" demonstrations/simulations, and "Try Me" simulations.• Created and facilitated a day long installation class. Additionally, I used single sourcing principles to maintain the software's Installation Manual, class Leader's Guide and class Participant's Guide.• Maintained the product’s Installation Manual in FrameMaker, including a significant rewrite based on customer feedback to improve the document’s usability.• Updated Release Note procedures, look, and content, while maintaining delivery of documentation on a demanding schedule.• As part of the documentation team, I maintained the contents of the User Guide and Administrator’s guide as new features were added and the product changed.• Provided new release training and developed Flash software demonstrations for each monthly release.• Created a database reference manual using SQL queries to gather data from the database, exporting the query results, and importing and formatting the results in FrameMaker.• Developed the course catalog for a company-wide training initiative.• Edited the customer support web site and created a user manual for delivery to new customers.

Wrote, edited, and maintained technical manuals in FrameMaker, including everything from installation guides to user manuals, for various software products.Edited and maintained online help using PERLRevamped and maintained internal department web site. Wrote, edited, and designed HTML help.