Manage the content for several DocuSign user guides, from creating the first draft to publishing the final, customer-facing documentation.Serve on task forces designed to improve the customer experience and streamline internal processes.Lead content quality efforts within my team by educating team members about content improvement efforts and promoting best practices for navigation.Collaborate with product teams to ensure the documentation is customer-centric and helps readers achieve their goals.Collaborate with internal teams and partners, including engineers, product managers and designers on UI mockups to provide input from an end-user perspective.

Develop and manage user-oriented, web-based technical content for the Broadcom CA IDMS mainframe product. Apply knowledge of DITA, XML, source control, and information architecture to deliver content in a continuous-delivery environment. Document multiple content types, including API, procedures, messages, release notes, reference, and legal notices. Review and edit customer communications and create product team blog posts. Improve content through customer feedback gathered from website comments, customer events, sprint reviews, and product validation. Analyze documentation usage metrics to identify trends and develop action plans to improve content. Fully participate in agile ceremonies. Partner with the PO, development team, UX, and support to create new feature content and refine existing content to meet customer needs. Maintain proficiency with authoring and publishing tools. Troubleshoot errors in content generation.Participate in peer reviews and foster a collaborative environment by sharing knowledge of tools and processes with other writers and teams.

Manage the development and online publication of technical documentation for CA Workload Automation Agents, Advanced Integration for Hadoop, and Agent Monitor. Collaborate with scrum teams in an agile environment. Coordinate with product owners, support, development, and user experience to develop concise, clear, technical documentation that makes it easy for users to find information they need quickly. Create and maintain the content on the Confluence platform in a collaborative wiki environment.Interact with customers through the documentation web site and improve the content based on feedback. Support sales efforts and reduce support costs by responding to input from internal pre-sales and support teams. Attend customer briefings and identify gaps in the content.Monitor documentation-related metrics to identify trends and areas for improvement to enhance the online user experience.

Wrote and edited technical documentation for IBM Systems and Technology group. Coordinated with subject matter experts to define and develop appropriate level of content for the intended audience, ensuring that it conformed to legal and branding guidelines, as well as principles for effective technical communication.

Web and SharePoint designer for a global, internal communications team. In addition to maintaining and developing Web pages and SharePoint sites, also created leadership blogs, edited communications from program leadership, and wrote and published success stories.

Technical editor and information developer for WebSphere Adapters technical documentation written in DITA and produced within an agile software development environment. Helped organize content for effective distribution and consumption by a technical audience. Advised and educated writers on appropriate and effective use of graphics, style and legal standards, DITA markup, and principles of topic-based information. Edited user interface text to ensure consistency with documentation and usability requirements.

Managed the development and implementation of marketing communications plans targeted to developers and ISVs. Media plans included traditional advertising media (print, online, and direct mail), as well as non-traditional media such as outdoor advertising and guerilla marketing.

Assisted in the development of marketing communications plans targeted at IBM Business Partners.

Managed the development of collateral for IBM Business Partners and ISVs for use in sales generation activities. Also managed and assisted in the development of direct mail designed to drive attendance at IBM events and increase participation in Channel programs.

Developed communications about technical support offerings to assist the IBM sales team in their sales efforts.

Edited complex technical support articles for "Personal Systems Magazine," a publication with worldwide circulation close to 50,000. Worked with the editorial staff and vendors to develop themes, layout, artwork, and editorial calendars. Worked with authors to ensure that articles met intended deadlines and content.

Authored several cookbooks, including "Quick Fixes with Mixes" (which appeared on QVC and was sold through Sam's and Borders), "Cookie Jar Magic," and "Cookie Dough Secrets."