Own all customer-facing content for PGi’s virtual meetings and events services and deliver with a small team.» Prioritize work based on roadmaps, requirements, support tickets, page views, user searches, and slack support channel trends» Supported multiple Agile teams with two-week sprints; delivered release notes and supporting KB articles for 90 releases in one year» Host and maintain Webcast partner sites with varying feature sets and visual brands (Salesforce Knowledge, Experience Cloud)» Responsible for IA, visual design, content for the GlobalMeet Success Center for virtual collaboration services (MindTouch)» Design icons sets (Adobe Illustrator), CSS overrides (Adobe Dreamweaver), and manage branding engagements» Request forms (FormSite), welcome emails (Outlook), Google and MS store imagery (Photoshop), product updates (Mailchimp)

Projects included:» Training and web-based help for SinglePipe Communications' residential and business VoIP services and provisioning system» Web-based user assistance for Lulu's free, self-publishing service - http://www.lulu.com/help» Web site for Duke Executive Health Program - http://www.dukeexechealth.org/ - » Policies and procedures guides for StillPoint Advisors - http://www.stillpoint.com

Responsible for technical documentation and IA for web hosting services, collaboration, and website authoring products.» Writing: customer-facing and internal release notes, branding guides, user guides, and online help» UX: wireframes, prototypes, and CSS design for Linux and Windows hosting control panels» Business analyst for Agile team: wrote user stories

Established and managed documentation and training for standards-based Voice Browser and VoiceXML authoring tools.» Installation, configuration, and integration guides for media, telephony, speech recognition, and text-to-speech systems» Branding and customization guides» API documentation» Internal design documentation

Set strategic direction for all aspects of documentation at S1, the world's first internet bank.» Virtual Financial Manager suite included banking, bill payment, credit card, investment, and insurance quoting» Hired and managed a distributed team of 20 writers and instructional designers across four development centers» Established doc methodology and writing standards, maintained pubs templates (FrameMaker and Word)» Performed audience analyses, planned preliminary content, created staffing plans, hired and managed writers» Established corporate Approvals & Certification process; developed release readiness training and materials (17 courses)

Modem manufacturer with integrated communication (Internet, email, fax, data) software and LAN-based faxing software. » Set strategy for single-sourcing help and user guide content for OEM partners (Word templates with macro automation)» Designed and wrote online Help (RoboHelp)» User guides, installation guides, system administrator guides

Team member on Dun & Bradstreet Software’s (Atlanta) first client-server product suite. Help, Implementation Guides, instructor-led training for the Fixed Assets, Payables, and Customer Support products.