• Consulting services for technical program management, content development, change management, user design, process improvement, and software development.• Implement strategies to ensure timely delivery of high-quality content and products to customers.

• Managed planning, execution, and delivery for complex software programs to launch new features and apps on our 1.6M+ page global website. Lead cross-functional Engineering, Product, UX, and TPM teams.• Defined program schedules, resource plans, roadmap, and vision; tracked progress reports and coordinated stakeholder engagement. Oversaw concurrent CI/CD projects for content management, website redesign, AI-driven content tools, search and SEO improvements, internal technical documentation authoring apps, content publishing, and software build improvements.• Directed concurrent end-to-end programs for up to 50 engineers, aligning strategy, priorities, quality goals, and budgets. Drove team collaboration and efficiency, resulting in a 25% improvement in on-time delivery.• Led critical Angular JS to React JS code update to deliver within a 3-month deadline. Managed front-end engineering staff, revised project schedules, conducted user acceptance testing and mitigated risks to deliver quality code on time. • Improved cross-team communication by introducing Asana project management standards and agile sprints. Resulted in a 70% increase in collaboration and streamlined roadmaps for multiple teams.• Selected by senior leaders to drive program and vendor selection for a multi-million-dollar content management system. This program will deliver future automation and generative AI solutions to content for APIs, SDKs, tutorials, and user documentation.

• Hired and trained 18 Business Development Managers in 3 months to staff the new office in Bogota, Columbia. Managed team delivering accurate sales estimates and proposals for 3-tiered SASS support offers.• Collaborated cross-functionally with global sales and customer support teams to create processes, governance, and metrics driving efficiency and overall Go-To-Market (GTM) pipeline success.

• Led a global executive steering committee to drive continuous growth and set priorities for professional services Business Development Managers (BDM). Directed overall program including business strategy, change management, software requirements, executive communications, metrics, and operational performance reports.• Revamped roles and responsibilities for the US, EMEAR, and APJC CX sales teams resulting in improved clarity, communication, and streamlined tools and processes in the first year.• Designed and created a new Training Academy website with comprehensive technical and soft-skill training courses including custom learning plans, UX, and training videos to upskill global pre-sales BDMs.

• Managed 17 content developers and engineers across multiple US locations who built sales enablement tools, demos, and wrote proposal templates for Cisco and partners.• Saved 1+ million hours for Sales by increasing template use by 25% in a FY. Led initiative to develop database-driven sales software to increase content accuracy and overall efficiency.• Implemented a data-driven approach to determine success and prioritize future goals for 300+ digital demos and 500+ proposals. Developed and presented quarterly metrics to executives to demonstrate business value.• Created training for 300 salespeople on topics for digital sales, customer journey, and the technical buyer experience.

• Managed writers and business analysts across multiple US locations. Curated a library of 600+ product and solution proposal templates for Cisco sales and partners.• Secured $1M funding to support budget for all projects. Negotiated cross-team funding and support agreements to meet business goals.• Resolved project issues, staffing shortages, scope creep, and conflicting user needs. Aligned feedback and business priorities to pivot and support sales needs quickly.• Delivered training and presentations and covered social media for my team at global sales events.

• Planned information architecture, completed content inventory, and designed new content models, navigation, and workflows. Drove global business strategy to create automated reference content.• Conducted customer interviews to gather business requirements, wrote user stories, and created wireframes for prototype sites.• CMS administrator and technical program lead for migrating new XML tools.

• Managed a team across multiple US locations. Created installation, configuration, reference guide, and release notes content for several products. Met cross-functional teams to improve software quality and Customer Satisfaction.• Developed a comprehensive content strategy to support DITA reuse, consistency, and efficiency. Used needs analysis, surveys, and SEO results to improve information architecture and strategy.• Managed all project deliverables, schedules, and staff for concurrent large software releases. Resolved project issues including staffing shortages, feature changes, and agile deadlines.• Coached, mentored, and led personnel within a highly technical team environment.

• Led the project to successfully transition my department to XML, structured FrameMaker and the SiberSafe Content Management System. • Trained all writers on structured authoring theory, DITA tagging basics, and general tool usage.• Served as CMS administrator and primary contact for all XML technical support.• Created and maintained all rendering XSLT templates to create PDF and HTML from XML source files.

Starent Networks was acquired by Cisco Systems.• Developed an HTML documentation library to increase the usability and searchability of the documentation.• Wrote technical documentation for various products from design specs and hands-on testing.

Worked with clients to analyze audience needs and define documentation requirements, user (UX) requirements, content strategy, and delivery guidelines. Delivered wireframes, prototypes, and templates creating a cohesive user experience aligned with branding.

Created help systems, tutorials, training materials, and printed documents supporting business intelligence software systems.

• Designed and created an online troubleshooting tool for Field Engineers, which resulted in $800,000 yearly savings. Using detailed flowcharts and hyperlinked service documentation, the tool helped resolve common issues without having to escalate to the online call center.• Worked with subject matter experts to write, revise, edit, and verify technical content for multiple documentation sets. • Ensured that all documentation adhered to regulatory and legal requirements. Coordinated translations for localized online help for 14 languages. • Hired, mentored, trained, and conducted reviews for all full-time and contract technical writing staff.

• Wrote, edited, and maintained service and user documentation for 12 products within tight deadlines. Created standardized outlines and templates for all manuals and help systems.• Completed Six Sigma Green Belt Training and led documentation process improvement projects.

• Led documentation team, and managed project and testing schedules for over 80 manuals per year • Designed usable, consistent, and concise technical documentation sets. Created printed documentation, HTML deliverables, and online help systems.

• Wrote technical content from functional and marketing specifications, primary research, and testing new prototype hardware and software • Created Intranet sites, training modules, templates, and style guides