• Wrote developer sites for Business Messages, RCS Business Messaging, Verified SMS, Verified Calls, and more• Wrote documentation, wrote strings, reviewed API changes, and reviewed UX changes for 100+ feature releases across 4 products• Conducted research to validate and reorganize information architectures based on user behaviors and internal needs• Standardized internal and external-facing terminology across all Business Communications products• Defined the Business Messages and Business Communications APIs with engineering, focusing on consistency and ease of use• Standardized outgoing communications and processes for Business Communications, focusing on consistency and clarity• Scaled technical writing efforts through internal classes and automation• Conducted regular developer surveys and participated in developer outreach

• Worked with internal and external teams to create task- and API-based developer and end-user documents• Wrote and produced 30+ documents and help systems across five platform releases• Reduced localization time and costs by standardizing document and help system templates• Reverse engineered 3rd-party code to customize it to business needs• Researched emerging technologies and trends to advise future documentation planning• Developed internal tools to streamline planning, writing, and testing processes• Configured and maintained testing and production hardware

• Assisted students with writing, specializing in grammatical, technical, and logical issues• Set up and maintained the student logging and statistic system for the Peer Mentor Program• Trained new peer mentors in proper technology usage• Set up and configured SMART Board systems• Worked in class, helping college freshmen with their transition to college• Aided in general academic counseling

• Helped locate and acquire specific merchandise for customer orders• Sold merchandise, specializing in computing equipment and necessary peripherals• Translated technical jargon for non-skilled customers and coworkers• Trained employees (from part-time to general manager) on computing equipment• Aided Geek Squad with the setup, repair, and upgrade of computers

-Created, organized, edited, and designed the content and layout of wiki pages-Researched hardware specifications and references for wiki content-Taught new users how to operate the SMART Board, Tidebreak, and Class Spot systems