Researched and wrote documentation to support both professional services personnel and end-users across the globe. Drove multiple projects to improve and modernize the design of online deliverables.• As an embedded member of three different software development scrum teams, planned and executed three program increments of 5-10 parallel documentation projects each within the Scaled Agile Framework to achieve a regular product release cadence.• In cross-functional collaboration with Product Owners, Scrum Masters, and Developers for database and core software teams, redesigned the software installation guide and the database toolkit guide for Agfa HealthCare’s primary software product to significantly improve the success rate for installation and upgrade; assisted in simplifying the installation process so that later upgrades were consistently easier.• Coordinated with software development, user experience, and web design personnel to modernize and expand the use of quick start guides within the primary software product and improve end-user success.• Researched, wrote, and maintained topic-based documentation for multiple software products and deliverables; clearly conveyed messaging, key missives, and critical updates across team, departmental, business, organizational, and geographic lines, to drive consensus, cooperation, and interdisciplinary success.

Designed and wrote web-based and instructor-led training courses delivered to IT and support staff around the world. Contributed to user guides in collaborative writing environment. Managed mobile devices in team’s lab setting so writers could access features they were documenting. Worked actively in customer focus and style guide committees.• Reduced incoming support calls by collaborating with customer support representatives to produce and improve knowledge base articles; Designed and wrote dozens of web-based and instructor-led training courses that were delivered to customers around the world, improving their effectiveness at managing BlackBerry Enterprise Service.• Improved customer performance and satisfaction by researching, writing, and maintaining high quality documentation for BlackBerry Enterprise Service. • Performed all mobile device activation tasks within lab so writing team could perform testing and research. • Helped 3rd-party technical sales staff achieve BlackBerry certification by researching and writing 200+ page self-study guide that prepared them for exam.• Analyzed thousands of lines of customer response data to find useful feedback, improving product documentation. • Mentored co-op students and new writers on processes, technology, and writing skills, facilitating effective contribution to the team.

Collaborated with Instructional Designers to turn training plans into online training materials for instructing CIBC branch employees on how to perform essential tasks. Designed course layouts and wrote text. Edited and revised peer work.• Became an expert with in-house course design tool, guiding designers in best ways to implement plans and make courses more effective. • Made courses simpler and more accessible to students by working with Instructional Designers to improve draft text.• Bridged gap between subject matter experts and designers, ensuring designers understood banking tools, systems, and processes involved in each course.

Edited series of primary level tutoring courses that were translated from Korean by university students. Ensured consistency of language across entire series and flagged potential cultural concerns. • Maintained commonality between courses by keeping track of repeated activities and making sure they were translated the same way each time.• Flagged problems such as use of Buddhist religious symbols that could be mistaken for other symbols by non-Buddhist North American audience, improving cultural impact of the course.

Documented product designs, tracked and recorded test procedures, and wrote technical service descriptions. Tracked daily scheduling and kept project records for team of 5 engineers.• Evangelized role of technical writer and turned “team operations tracking” position into true technical writing role. • Improved team’s credibility by improving and producing technical service descriptions, test procedure documents, and product design documents.