Research, write, and illustrate company’s Help Center (based on Zendesk) and assorted instructional materials, including explainer videos and tutorials. Work closely with engineers, developers, marketing, sales, designers, and customer support to enhance the user experience.

Writer at large in technology company at the forefront of data-driven and evidence-based solutions empowering digital-health research, most notably, for the National Institutes of Health All of Us Research Program. Responsible for creation and maintenance of Zendesk-based Help Centers to support users of Vibrent Health's SaaS products. Also responsible for helping implement a Learning Management System (using Absorb) and crafting numerous self-paced courses and marketing materials, including collateral, presentations, and videos. Finally, helped as Art Director, Producer, and Editor of company's internal newsletter (distributed as a SharePoint communications site).

Crafted procedural and conceptual articles for operational tasks to support management and administration of Apple’s AppleCare Protection Plan and related Channel Service Support functions. Worked closely with subject matter experts to gather, analyze, and disseminate timely information over extensive knowledge-base system.

Created interaction design specifications to meet functional requirements and enhance the user experience for SaaS start-up in the social CRM space. Platform allows enterprises to integrate social media into their marketing plans and obtain key indicator metrics, perform monitoring, and manage messaging efforts. Worked with product managers, customer experience, marketing, and UI development teams to ideate elegant and simple solutions. Created style guide governing application look and feel to provide consistency and uniformity to the user experience and to shorten the time in delivering enhancements and new features to clientele.

• Growth Acceleration Partners – Wrote and designed various brochures and presentations to highlight the company’s services in the areas of management consulting, development outsourcing, marketing, accounting, talent acquisition, and agile methodology.• Texas Higher Education Coordinating Board – Helped the division of Participation and Success achieve its communication goals by creating targeted websites. Planned and executing the sites' structure, organization, and graphic design.• Office of the Attorney General – Managed a team of writers to document an adaptation of the Rational Unified Process software-development methodology and a set of complementary architectural frameworks. The methodology and frameworks aimed to help the to realize the benefits of object-oriented application development and maintenance. Ensured content quality and developed the structure and organization of the documentation website.• Rapport Technologies, Inc. – Wrote and illustrated Help system to allow users to quickly and easily use the Rapport Management system to manage thin-client devices in networks that employ the thin-client/server computing model.• Psionic Technologies, Inc. – Wrote guide to support the company's entry into the network security space with ClearResponse, a software tool that enhances and supplements the effectiveness of intrusion-detection systems. Also wrote marketing brochures, technical paper, and press release materials.• Sybex Inc. – Wrote best-selling computer game strategy books for seminal releases (Doom, Quake, Duke Nukem, and others).

Analyzed and integrated business requirements and user needs to create a compelling, simple, and engaging user experience in SaaS model that allowed publishers to offer digital versions of their newspapers, magazines, and books on computers, tablets, and other devices. Collaborated with product owners, marketing executives, project managers, and software engineers to conceptualize wireframes, comps, and functional specifications to guide interaction and inform software development.

Multi-discipline professional in social network/e-commerce start-up aiming to harness social media technologies for the benefit of teachers and learners. Designed site organization, navigation, and hierarchy. Gathered business requirements and user needs to conceive write, design, and execute corporate messaging. Created interaction design to facilitate the deployment of features, promotions, and community-building and information-sharing programs.

Conceptualized, designed, and built company website. Pinion's software suite allowed enterprises to protect and share CAD, engineering, and business IP in its native formats for outsourcing and collaborative applications. Created messaging platform and wrote copy to promote the company’s software security solutions. Responsible for:- Marketing and collateral pieces- Online ad campaigns and corresponding website landing pages- User documentation, educational, and training materials- User interface for software suiteAssisted with planning, coordination, and execution of beta releases to gather user feedback and usability statistics. Coordinated product releases with targeted web marketing (click-ads and landing pages). Co-wrote script for Flash product demonstration.

Researched and authored documentation for internal software developers to facilitate their assimilation and understanding of new infrastructure technologies. The documentation explained these technologies and provided examples to aid developers in the creation of commercial software products.Developed and created documentation to support enterprisedata-propagation software suite. Maintained the installation guide for the software's OS/390 components, the user guide for the software's monitoring tool, and the main user guide.Interfaced with software architects, developers, quality assurance personnel, marketing professionals, project managers, and other writers. Distilled information from product and development specifications, researched interfacing technologies, and produced conceptual and procedural materials that synthesized, organized, and presented the information to assist end users in accomplishing their goals. Performed task analysis of the users' objectives to produce useful and timely documentation.

Wrote user guides to support the software systems to handle the administration tasks for the organization and its membership (database systems, health claim monitoring, program enrollment, etc.).Produced technology newsletter and wrote articles for distribution to member school districts across the state.