Joy Case Email & Phone Number

Andover, MA, US

Wilmington, Massachusetts, United States

• Work cross-functionally with leadership, product management, UX design, technical communications, engineering, and support to create UI content for TraceLink’s pharmaceutical supply chain products.
• Provide input on the information architecture to help create intuitive products, increase user satisfaction, and drive engagement.
• Collaborate with UX designers on the design process and leverage Figma to incorporate UI copy into mockups to improve and simplify the overall user experience.
• Author and update TraceLink’s Anthem Design Guide using MadCap Flare, which provides platform-wide design guidelines and enables users to create and customize user experiences, including framework, grid, styling.
• Peer review release notes and knowledge base topics for Technical Communications team members to ensure technical accuracy and adherence to TraceLink's styles and standards.
• Author and edit articles for the Product team newsletter to inform about people, process, and product updates.

North Billerica, Massachusetts

• Collaborated with senior management, product management, UX design, editorial, and development to create UI content for the teacher and administrator i-Ready products that improved and simplified the overall user.
• Designed and authored i-Ready's first in-app user assistance comprised of 200+ walkthroughs, FAQs, announcements, lightboxes, and banners, using the Pendo app.
• Gathered, analyzed, and shared in-app guide metrics and used findings to educate on future content development.
• Authored and distributed i-Ready product release notes.
• Maintained the i-Ready Central Frequently Asked Questions page with 145 FAQs. Authored, updated, archived, and reordered content based on new releases and time of year.
• Authored how-to video scripts and created screencasts using Articulate 360 software.

San Francisco, California

• Worked closely with senior management, product management, and development to gather information and transfer knowledge into clear and easy to understand technical documentation, end-user guides, and in-app help for.
• Authored and maintained the documentation library containing 15 guides for multiple SaaS products.
• Created knowledge base articles for the Jobscience Help and Training Community.
• Validated the accuracy of documentation and knowledge base articles by using the product, correcting mistakes, and reporting any issues with the software.
• Created new documentation templates and converted ten manuals from Microsoft Word to new templates using Adobe FrameMaker.

Salem, New Hampshire

• Worked with product management, engineering, quality assurance, UX design, and support to author the documentation library for the Motivis LRM product for K-12 and higher education which consisted of 13 guides and.
• Gathered feedback from stakeholders to improve upon existing documentation and in-app help.
• Built successful documentation department from ground up. Implemented document structure, version management, information transfer processes, review cycles, schedules, and authoring tools.
• Drove initiatives to revise and convert end-user guides to new user-friendly knowledge base articles, allowing for single sourcing of information and reduction in amount of needed documentation.
• Partnered with marketing and UX design teams to create instructional videos, animations, graphics, and in-app messaging for new help center.
• Created and implemented new company-wide documentation template and accompanying template and style user guide, which standardized company practices and promoted brand consistency.

Manchester, New Hampshire

• Documented the College for America competency-based online degree program.
• Performed audience analysis to create documentation and knowledge base articles targeted toward student users, evaluators, coaches, administrators, and sales representatives.
• Worked closely with product management, engineering, support, and sales to gather information, test, and document the product using Microsoft Word.
• Gathered user feedback to improve the quality of documentation and overall user experience.

Dover, New Hampshire

• Authored and maintained six manuals for automated, centrally managed, smart self-service solutions for the restaurant, grocery, casino, and stadium sectors for both end-users and system administrators in printed and.
• Created new templates for printed manuals, and converted all existing manuals to new templates using Microsoft Word.
• Authored a Template User Guide for internal use.
• Authored, published, and updated in-app help content and user interface messaging.
• Attended product design and status meetings and provided management with schedules for manuals.
• Worked closely with quality assurance and engineering to gather information and test the product.

Andover, Massachusetts

• Authored and maintained manuals and in-app help for service management applications for both end-users and system administrators in multiple formats.
• Attended product design, status, and release meetings and provided management with schedules for manuals and in-app help.
• Thoroughly tested all documentation and in-app help and worked closely with quality assurance to test the product.
• Leveraged bug-tracking software to enter bugs in the database and responded to bugs entered against the documentation and in-app help.
• Created new templates and converted all manuals to new templates using Adobe FrameMaker.

Bachelor Of Arts (B.A.), English, Minor In Business Administration

Technical Writing Certificate