Created the first phase of RESTful and GraphQL API-centric business and technical documentation for a client’s rapidly expanding cloud-based annuity administration application, including both its D2C and its B2B implementations.• Built business and back-end flow diagrams with cross-referenced narratives for existing components, functionality just going into production, and projects still in development.• Developed standard methodology for creating on-demand GraphQL API documentation.• Evaluated and demonstrated C4 implementation with Structurizr.• Drafted and implemented initial review protocols for documentation projects.

Modernized workflow and strengthened coverage for an enterprise-level SaaS/ASP application’s user documentation. The application administers group health insurance (claims, eligibility, billing, payment) and individual life insurance (new business, plan maintenance, claims). Department was moved off-shore December 2023.• Reduced active online help projects needed from 8 to 1 (and eliminated risk of losing work) by instituting integrated source control (Git/Bitbucket) and introducing conditional release-dependent text.• Applied structured authoring to release notes, enabling use of CSS layout instead of Word templates.• Established style standards to facilitate reuse of 400+ internal wiki articles from Confluence in online help.

Improved online help and release notes for an enterprise-level SaaS/ASP application that administered group health insurance, individual life insurance, and annuity payouts. Insurance Services unit sold to Illumifin May 2021.• Migrated 1400-topic online help system from previous WebHelp architecture and tri-pane layout to MadCap Flare’s “streamlined DITA” XML structure with HTML5 output. Designed new user interface for help system.• Educated project managers on documentation story needs in Jira, improving their estimate accuracy by 50%.• Helped prevent possible breaches of contract during two emergency assignments to a European business unit, once on-site in the U.K. (2016), once remote (2018).

Designed and implemented a custom ClearQuest/SQL database to correlate software defects with existing CRM data salvaged from a deprecated version of Access. Crafted 200+ custom queries and reports (Crystal Reports). Business Services division sold to Concentrix in May 2014.• Organized and edited multiproduct training library to eliminate redundant materials, reconcile contradictory approaches, and determine gaps in the curriculum. Introduced use of source control to trainers.• Developed CHM- and HTML-based online help (Adobe RoboHelp) for enterprise-level applications (Wintel, IBM iSeries) administering group health and individual life insurance, reinsurance, and general ledger accounts. • Lobbied for end-user FAQs for related web products and then wrote them when clients embraced the idea.