- Consolidated and organized the knowledge of D2Lers in a single location, including archiving old knowledge repositories- Promoted consistency through templates and guidelines.- Reduced content duplication into a single source of truth.- Facilitate best practices and writing guidance.- Developed and contributed to processes related to how internal documentation is created and maintained.- Edited and reviewed content written by D2L engineering.- Wrote process and procedure docs for internally used tools.

• Prioritized, managed, and wrote content for multiple products.• Provided accurate, usable, and task-oriented user documentation for installation, administration, and maintenance manuals.• Identified, participated, and led initiatives to improve the documentation, the operation of the writing team, and the customer experience.

• Researched, recommended, and implemented a CCMS for the Technical Communications team.• Administered the CCMS, managing the system servers and software upgrades, and provided the first line of technical support for the CCMS.• Prioritized, managed, and wrote content for multiple projects.• Provided accurate, usable, and task-oriented user documentation for installation, administration, and maintenance manuals.• Performed peer edits for the other members of the Technical Communications team.• Created technical illustrations and diagrams • Identified, participated, and led initiatives to improve the documentation, the operation of the writing team, and the customer experience.

• Researched technical subjects to create and maintain documentation for print and web-based output, including standalone help and context sensitive help systems, how to guides, and hardware installation guides.• Prioritized, managed, and wrote content for multiple projects.• Reviewed and provided content for text displayed on the product‘s user interface and command line interface.• Participated in discussions to determine how all members of the project team interact in an Agile development environment.• Designed the appearance of the help system and PDF documents.

• Provided accurate, usable, and task-oriented user documentation for installation, administration, deployment, troubleshooting, and conceptual guides.• Developed and documented internal procedures for the Documentation team.• Created CLI reference, policy reference, and release note documents.• Participated in process discussions with the engineering organization, helping to determine how all members of the project team interact in an Agile development environment.• Designed usability tests to validate the structure of a new help system.

• Researched and translated technical information into online help and PDF guides for support teams and customers.• Prioritized, managed, and wrote content for multiple projects.• Communicated and collaborated with team members around the world (Massachusetts, Colorado, California, and Singapore).• Determined the structure and organization of documents.• Analyzed, estimated, and planned documentation changes with each new project.

• Managed the relationship between DocZone.com and customers.• Wrote online and PDF documentation for the DocZone.com environments.• Created custom documentation for the specific customer configurations.• Tested any fixes and upgrades to the DocZone.com environment. Each customer site was tested during an upgrade.• Facilitated configuration workshops for gathering customer requirements.• Documented requirements gathered during workshops with the customers.• Trained customers on using the DocZone.com environment. Training was performed in person and via WebEx.• Provided direction for new features and changes to the DocZone.com environment.• Supported and investigated issues encountered by customers.• Participated in sales calls and demonstrated the system for prospective customers.

• Provided guidance and training of the content management system, XML, and DITA to the writers in Waterloo and Milwaukee. • Conducted interviews with project stakeholders (developers, testers, product managers, architects, etc.) to gather information for the product documentation. • Researched and translated technical information into online knowledge bases, installation guides, and quick reference guides for support teams and customers. • Performed peer edits for the other members of the Documentation group. • Managed and released the language strings for the Development team, providing localization in 23 languages.• Interviewed and hired co-op, contract, and full-time team members.• Mentored co-op, junior, and intermediate members of the team. • Participated in initiatives to create global documentation standards and practices.• Organized, wrote, and edited the procedure knowledge base for the Documentation team.• Prioritized, managed, and wrote content for multiple projects.

• Staged machines with the correct platform and hardware, updated the Ghost images as new environment setup is identified, and created new Ghost images where as needed. • Created, maintained, and executed test suites for a variety of products across multiple platforms. • Verified fixes for defects related to the current build being tested, and submitted details about new issues. • Mentored new team members and helped them become familiar with the products, internal tools, and processes.

• Mentored and lead a project team of QA Analysts to meet all set deliverables in a timely manner and within budget constraints, while providing QA involvement from the design phase through to deployment. • Worked with the Project Managers and Project Team Leads from other departments by reviewing and analyzing all project documentation to create estimates, risk assessments, schedules, and resource plans.• Created and reviewed project test strategies, test plans, test case outlines, and test cases. • Facilitated and participated in identifying and preparing test data and environment setup, test execution, and regression testing of defects over multiple platform and browser combinations.• Researched, suggested, and implemented improvements for the advancement of the overall QA process–including tools, training, and standards.

• Created and maintained online help files, tutorials, Leader’s Guides, quick reference cards, and distribution information for software used by the advisors. • Worked with the programmers and business partners to determine what aspects of the documentation needed to be updated or created. • Produced documents for online and hard copy distribution, and for Lotus Notes databases used by the advisors. • Facilitated and monitored the Lotus Notes Databases used by the Clarica advisors and related departments. • Organized and facilitated technology training for the Agency Trainers. • Created and sent monthly communications to the Agency Trainers, Business Consultants, and Management Team assistants. The communications contained technology tips, updates on the SFTS monthly distribution, and training tips.

• Consulted with advisors, managers, and branch staff regarding technical problems, concerns, and questions.• Provided telephone and hands-on support of Clarica software, Windows 95, 3.1, 3.11 for Workgroups, Lotus Notes and hardware issues. • Tested and distributed software and documentation to the advisors. • Re-imaged and installed the appropriate software onto advisor computers. • Kept detailed records of computer problems and their solutions, and added them to the call logging database. • Updated and added problem and solution documentation to the Hotline’s help file and the Expert Advisor Notes Database, ensuring the information was correct for all software on the monthly distribution. • Created, documented, and presented training material to the Hotline, Agency Trainers, and other staff in a group and one-on-one setting. • Built, developed, and populated the new Expert Advisor Lotus Notes database–verifying the information, and making it consistent for all areas.