Edited regulatory and contract documentation for the Department of Energy Consent Order and New Mexico Environment Department permits.Managed formatting of large regulatory documents, including digital and print formats.Through documentation and regulatory compliance, helped N3B support the mission to clean up hazardous waste released at Los Alamos National Laboratory.

Helped small businesses write and improve customer-focused content.Researched and implemented strategies to incorporate AI tools, such as Searchie Wisdom.Conducted UX audits and created UX strategies for content and website experiences.

Wrote digital content components, such as status and error messages, labels, emails, confirmation pages, headings, etc, for CVS Specialty, CVS Caremark, CVS pharmacy, and retail CVS.Developed content strategy for order management across all CVS pharmacies. This included working on a design team to create workflows for refills, renewals, transfers, and shipping.

Wrote interface microcopy, such as headings, labels, calls to action, and errors. Partnered closely with designers, researchers, writers, and engineers to discover and refine messaging requirements. Contributed to writing team initiatives, such as the style guide and process workflows.

Wrote in-app text for the Thomson Reuters account platform. Text included labels, headings, navigation, empty states, emails, and error messages. Partnered closely with design, product, research to develop mock-ups and create design documentation.

Alongside my UX, product, and engineering peers, I designed experiences that help users secure their code. I wrote UI text across three products, a platform, and many integrations and extensions.I also wrote technical documentation for docs.contrastsecurity.com and developed style and voice guidelines.

Developed end user and developer documentation for three offensive security products and the Metasploit open source community. Documentation included online help, UI content, and release notes. Work included cross-functional research and integration with platform and service delivery. Worked closely with product managers and designers to provide holistic UX services to offensive security.Provided senior-level peer review, editing, and mentorship for UX Writing team. Helped develop style guide and roadmap standards. Designed a month-long internship experience and mentored a full-time intern.

As the lead technical writer for SailPoint's machine learning and analytics product, I designed and built the IdentityAI Support Center and developed content for all releases. Provided extensive usability testing and UX feedback throughout beta development. Assisted with Cucumber/Gherkin development for QA team.

Helped small and corporate businesses implement technical communication software and improve customer-facing information.Small business:- Built a subscription-based e-learning site using Kajabi- Established and optimized digital marketing funnels using Infusionsoft- Enhanced and maintained a small business websiteCorporate:- Wrote and edited technical publications, customer letters, and marketing content- Developed business procedures for SupportPoint

Developed and published, in a DITA XML environment, print and web-based end user documentation for Db2 for z/OS products and solutions.Developed urgent customer alerts and technical bulletins for BMC mainframe products, as needed.Gathered and analyzed technical information by interviewing SMEs, attending weekly Dev/QA/Support meetings, and researching product features, defects, and specifications in design documents, release requirements specifications, and the problem-tracking database.Created syntax diagrams and system architecture graphics using Microsoft Visio.Worked in a mainframe environment to research system information, create screen panels and code blocks, and run jobs for sample JCL and output.Converted manuals from FrameMaker to XML. Reformatted and recreated content, metadata, and images, as needed. Planned milestones and deadlines based on product team schedules and BMC software release dates.Documented internal workflows and process improvements for product teams and the Information Design team.

Developed the training program for TxPROS, an automated mapping and permitting system. Created implementation plans, training needs analyses, program documentation, and training material.Conducted a TxPROS usability study and developed final recommendations report for management.Oversaw two federal IT grants (CVISN and PRISM) and the related vendor contracts. Duties included: RFO development and proposal review; acting as liaison between IT, program staff, and finance; managing project schedules, grant information, and performance reports; maintaining contact with the federal funding agency.Managed a structural and functional reorganization of the Division to accommodate the business and technical processes and requirements of TxPROS.Developed division-wide policy and procedure documentation.Wrote web, newsletter, and public notice content.

TRACS UX/Usability AnalystDeveloped and conducted usability tests for the university learning management system, TRACS. Prepared final usability report and presented to IT development team.E-text UX AnalystDesigned and conducted user research and usability tests for the pilot e-text platform, Courseload. Prepared final user research and usability report and presented to university VP.Information ArchitectDeveloped an employee knowledge base for the TxDPS intranet. Interviewed staff, designed system structure, and wrote and edited content.Web & Editorial AssistantWrote web content and print pieces for the Center for the Study of the Southwest. Managed website through the Gato CMS. Edited submissions for Southwest American Literature and Texas Books in Review.Graduate Writing TutorTutored undergraduate and graduate students at the Writing Center.

Managed the statewide training program for the National Flood Insurance Program (NFIP). Work included strategic planning, course development, event coordination, and course instruction.Coordinated the training projects of six field offices and guided staff on training and outreach issues and initiatives. Created and conducted new hire training and quarterly training for field staff.Managed the FEMA Community Assistance grant. Developed and submitted the grant application, work proposals, one- and five-year business plans, and quarterly performance reports.Collaborated with federal, state, and regional partners to develop outreach for special programs such as the “Turn Around, Don’t Drown” campaign.Managed internal and external communications, such as web and newsletter content, program brochures and implementation guides, and policy and procedure documentation.