Jamie E. Email & Phone Number

• Write documentation that helps nonprofits manage donor relationships, volunteer events, and fundraising.• Manage multiple competing priorities as the sole technical writer in a high-growth, late-stage startup.• Manage monthly documentation releases for three SaaS platforms. • Write UX text based on Google Material Design principles and collaborate with UX designers in Figma. • Attend sprint reviews and demos, read product briefs and Jira user stories, interview SMEs, and… Show more • Write documentation that helps nonprofits manage donor relationships, volunteer events, and fundraising.• Manage multiple competing priorities as the sole technical writer in a high-growth, late-stage startup.• Manage monthly documentation releases for three SaaS platforms. • Write UX text based on Google Material Design principles and collaborate with UX designers in Figma. • Attend sprint reviews and demos, read product briefs and Jira user stories, interview SMEs, and access QA environments.• Partner with project managers and customer support agents for documentation reviews.• Monitor support tickets, Slack questions, and analytics to proactively improve documentation.• Manage the technical writing Jira project.• Author Help articles in Salesforce Knowledge, Freshdesk, HubSpot, and Zendesk.• Publish release notes in WordPress.• Work within a fully-remote Product team based in North America.Accomplishments:• Expanded the technical writer role to include UX writing. Customers now experience clear, consistent UX text that better aids task completion.• Built efficient documentation tracking in Jira with releases, product- and release-based quick filters, a checklist template, and automation. • Improved documentation quality with well-written, task-focused documentation; linked mini TOCs in articles; and cross-reference links that guide customers along learning paths. Show less

Seattle, Washington, United States

• Wrote Help topics, knowledge base articles, release notes, and training materials to help IT professionals understand how to secure a company network.• Documented SaaS products, web-based software, desktop software, and a command line interface in an Agile environment.• Collaborated with engineers, product managers, QA testers, and customer support technicians to gather technical details and coordinate documentation reviews.• Communicated with UX designers in Figma to suggest user… Show more • Wrote Help topics, knowledge base articles, release notes, and training materials to help IT professionals understand how to secure a company network.• Documented SaaS products, web-based software, desktop software, and a command line interface in an Agile environment.• Collaborated with engineers, product managers, QA testers, and customer support technicians to gather technical details and coordinate documentation reviews.• Communicated with UX designers in Figma to suggest user interface text.• Attended weekly engineering meetings to track new user stories, enhancements, and bug fixes.• Improved technical documentation based on feedback from customers and internal stakeholders.• Wrote Help topics in MadCap Flare and knowledge base articles in Salesforce Lightning Knowledge.• Managed version control in Perforce.• Contributed to a house style guide and decisions about accessibility and conscious language.• Copyedited for peers.• Managed automated style guide verification.• Managed a Jira project and Confluence workspace for the writing team. • Managed documentation localization for five languages.• Worked within a fully-remote team of writers, trainers, and learning developers located in the United States, Canada, and Europe.Accomplishments:• Received a Customer Champion award for asking customer-focused questions that sparked vital product redesigns.• Implemented MadCap Lingo to create a new, more efficient localization workflow.• Built a language menu in Flare with custom CSS so customers can easily see technical documentation in other languages.• Implemented automated style guide verification with the MadQuality plug-in for MadCap Flare.• Promoted to Senior Technical Writer in 2019.Conferences:Attended MadWorld 2018 and 2019 to get inspired by innovative content solutions. Show less

Seattle, Wa

• Edited and published engineering documentation for Seattle's electric utility.• Project managed two 500-page books with PDF and print outputs.• Modernized publication design by creating a book cover template in Adobe InDesign.• Redesigned the index for the warehouse catalog, a vital internal resource. Employees can now locate warehouse items faster and easier.• Launched an email newsletter to share publication changes with staff.• Comanaged the house style guide.•… Show more • Edited and published engineering documentation for Seattle's electric utility.• Project managed two 500-page books with PDF and print outputs.• Modernized publication design by creating a book cover template in Adobe InDesign.• Redesigned the index for the warehouse catalog, a vital internal resource. Employees can now locate warehouse items faster and easier.• Launched an email newsletter to share publication changes with staff.• Comanaged the house style guide.• Attended the STC Technical Communication Summit in 2015 (Columbus, Ohio) Show less

Seattle, Wa

Content Management: • Managed an internal knowledge base of 3,500 articles that employees searched 1,500 times each month.• Developed and successfully executed a plan to improve the knowledge base.• Edited and published knowledge base articles that helped support engineers assist customers.Content Development:• Edited and published internal knowledge base articles for support engineers on the Display Advertising team.• Developed a team style guide. • Launched and… Show more Content Management: • Managed an internal knowledge base of 3,500 articles that employees searched 1,500 times each month.• Developed and successfully executed a plan to improve the knowledge base.• Edited and published knowledge base articles that helped support engineers assist customers.Content Development:• Edited and published internal knowledge base articles for support engineers on the Display Advertising team.• Developed a team style guide. • Launched and wrote a newsletter that highlighted new knowledge base articles, shared usage statistics, and promoted the value of the knowledge base. • Created an InfoPath form and a SharePoint list to manage content requests from support engineers. • Ran monthly SSRS reports and used the data to improve knowledge base search success. • Developed and lead a knowledge base training course for support engineers working in India.Received two contract renewals. Show less

Seattle, Wa

IT Manager, February 2012–October 2012 Systems Administrator, 2005–2012 IT Coordinator, 2003–2005• Managed daily IT operations for the largest arts employer in Washington State, a 501(c)(3) nonprofit.• Installed and maintained enterprise hardware and software—Dell servers, Mitel phone system equipment, Cisco routers and WLANs, Dell switches, SonicWALL firewalls, co-located web servers, server software, and desktop software.• Supported backend systems for Tessitura, a… Show more IT Manager, February 2012–October 2012 Systems Administrator, 2005–2012 IT Coordinator, 2003–2005• Managed daily IT operations for the largest arts employer in Washington State, a 501(c)(3) nonprofit.• Installed and maintained enterprise hardware and software—Dell servers, Mitel phone system equipment, Cisco routers and WLANs, Dell switches, SonicWALL firewalls, co-located web servers, server software, and desktop software.• Supported backend systems for Tessitura, a unified CRM platform for arts and culture nonprofits.• Managed and rolled out hardware and software upgrades. • Supported an in-house payment processing server.• Followed IT security requirements in a Payment Card Industry (PCI DSS) compliance environment.• Successfully managed a high-stakes project to upgrade IT systems ahead of a major ticket sales initiative. • Maintained a 24/7 on-call status. • Established long-term relationships with vendors. • Supported end users in a Windows and Mac environment. • Created training guides and job aids. • Authored a systems administration manual. • Promoted twice after managing increased responsibilities. • Earned a company service award in December 2011. Show less

Seattle, Wa

Helped plan and set up a temporary office network at One Reel’s Bumbershoot music festival, a 501(c)(3) nonprofit. Supported the staff by troubleshooting issues with Adobe Creative Suite, Microsoft Office, and Apple workstations.

Certificate, Editing

Developmental editing, copyediting, line editing, structural editing, and content editing

Certificate, Technical Writing And Editing

Ba, English With Honors

Activities and Societies: English Departmental Honors Program (independent study and thesis). Victorian Women Writers Project intern. IES.