*Work closely with the IT QA Manager, VP of Project Management, and other stakeholders by providing advice and guidance to streamline internal information-development needs for the company's large-scale software migration activities.*Map out strategic solutions to effectively manage and distribute internal knowledge assets that will enable employees in account management, field service, sales, finance, and other positions to deliver exceptional experiences to their business customers.*Lead planning and strategy meetings and also develop communication and content strategy plans to implement for knowledge assets that will boost their staff's user engagement, proficiency, and productivity with the internal software systems.*Plan, design, write, publish, and distribute technically accurate work instructions for upgraded software systems and other knowledge assets such as FAQs, infographics, internal websites, etc., to help employees (in finance, accounting, sales, etc.,) accomplish tasks efficiently.

Led effective User Experience (UX) writing for the company's data security/governance software product to help customers navigate and interact with it easily. This entailed writing login page information, onboarding flow, tooltip descriptions, error messages, toast messages, labels for buttons, other microcopy, and the copy for software-generated emails. The work required shaping the language and tone of the software user interface copy (and all other customer touchpoints) by collaborating in all design initiatives with the Product Designers (UX Designers), Product Managers, Marketing, and Software Engineers. Conducted content audits to identify and resolve flaws with all other customer touch points and developed a comprehensive UX content strategy plan (where one didn't exist) to define measurable business goals for long-term success. Lastly, I worked cross-functionally with the marketing department to also write 1000-word, SEO-optimized technical blogs as part of their content marketing campaigns.

LEADERSHIP AND CONTENT STRATEGY PLANNING DUTIES*Screened and recommended Technical Writer job candidates to the Director of Product and HR when open job requisitions needed to be filled on the Content Team.*Managed and led weekly Content Team status meetings and bi-weekly Content Team sprint retrospective meetings.*Developed content strategy plans and conducted different types of gap analysis evaluations to ensure customers continued to have a positive user experience with the product documentation, the Help site, and other customer touchpoints.*Identified gaps in the Content Team's internal operations to write new and/or refine existing guidelines, procedures and standards.TECHNICAL WRITING DUTIES*Developed templates, guidelines, checklists, style guides and other internal process materials to assist junior-level technical writers.*Planned, researched, and authored end-user documentation for new Nimble AMS features and maintained product knowledge by accessing a software test environment, gathering source information, interviewing software developers, product owners, and other SMEs.*Served as the Content Team's in-house proofreader and copy editor.

*Supported a cross-functional team of 11 employees and consultants to launch the AT&T IoT Console product through strategic plans, designs, and development of accurate and easy-to-understand customer user guides, release notes, FAQs, In-product User Interface Copy, and other product communications.*Wrote and/or edited copy to provide the UX Designer for dialog messages, error messages, inline help, system-generated notifications, and other IoT Console UI elements.*Created external and internal communication plans for internal and external product releases.*Developed job aids to support internal audiences (i.e., AT&T Implementation Managers, Solution Engineers, Customer Care, Product Support, and other AT&T departments).*Worked cross-functionally with the Scrum Master, Legal Department to review/approve certain external materials, Software Developers, Product Marketing, Customer Care, Business Analyst Team, UX Designer, UX Researcher, QA Testers, Implementation Managers, and Program Management.

**Supported product launch campaigns to drive product & brand awareness by writing promotional copy (on brand) across broadcast, digital & print channels (e.g., 30-sec on-air radio commercials streamed on iHeart Radio), geo-targeted banner ads online, brand pages on retail partner websites, marketing copy on in-store endcap displays, promotional emails, product descriptions, product sell/specification sheets, scripts for promotional product videos, brochures, etc.,).**Managed the corporate website to keep content current, tracked and reported website KPIs against campaign goals, user experience, and other metrics. Co-lead website redesign launches by working closely with third-party web development agencies. ** Wrote email copy for different business objectives and managed the campaign performance by segmenting lists, conducting A/B testing, tracking open-rate and other metrics.**Developed and managed various types of marketing collateral (using Adobe InDesign & Illustrator) to support the Sales Account Managers and product launch campaigns.**Contributed to an increase in the company's product/brand awareness and bottom line by writing and managing enhanced A+ product content (across 10+ retail partner websites and Amazon) to increase conversions. **Worked closely with the Brand Marketing Manager, Product Managers, and others to execute different campaign tactics, report on campaign performance, and support business objectives.**Copy edited packaging and in-box materials (e.g., Quick Setup Guides, User Manuals, Promotional Inserts, etc.,) to ensure they met writing standards and branding guidelines.**Attended and contributed to brainstorming sessions, product demos, strategy meetings, and other functions.**Selected, engaged and managed third-party agency and vendor relationships as needed.

**Supported scheduled product releases for the US market by interviewing SMEs and gathering materials to gain deep knowledge of the functionality, configuration, features and setup procedures for different types of Hisense flat-panel TVs (e.g., Feature, Smart, Roku, etc.,) Hisense Chromebooks, a Hisense Mobile Phone, etc., **Interacted with the UI of the different operating systems (OS) and prototype test TVs in order to write accurate TV setup instructions, feature descriptions, capture screenshots, etc., for user manuals, quick setup guides, FAQs and other end-user materials.**Reported software bugs and design flaws using JIRA and made suggestions about UI design enhancements for easier navigation**Edited text strings for the TV User Interface menus, feature descriptions, dialogue windows, OTA notifications and other consumer-facing text that would appear on the TV screen.

**Worked cross-functionally with the marketing and engineering departments by providing marketing communications campaign support and technical writing for software releases.**Wrote and maintained software user manuals, software release notes and other documentation sets.**Wrote white papers for thought-leadership and content marketing to introduce the ECS 7.0 software product. **Wrote promotional email copy to announce software releases and RSS Feed headlines to announce new software releases.

**Wrote (from scratch) and updated user guides, system administrator guides and software release notes to support the Openstream software product and its different configurations.**Authored installation guides, Methods of Procedures (MOPs) and configuration procedures for software installers to follow once on the customer's premise.**Interviewed Software Engineers, Product Managers, Software Architects and other SMEs to understand the functionalities and configurations of various Video On Demand software and hardware systems.

*Supported migrating existing content (by copy editing it) and writing new content that would be accessible in a new customer portal. Content consisted of Work Level Instructional Procedures for service and fault management, Run Books, Operations Process documents and Data Center Operations Support Reference Materials such as network architecture diagrams, server support guides, and swimlanes for Network Operations, Voice Group, and other units within Siemens.

*Wrote User Guides, System Administrator Guides and other documentation sets for BMC Patrol Fault Management software that was customized for Sage.*Developed Network Diagrams, flow charts, run books and other internal documentation.

Wrote User Manuals, System Administrator Guides, and other materials for post-trade software used by banks/stock brokerages.

*Wrote technical end-user documentation (software user guides, quick reference guides, etc.,) for their pharmacy point of sale software systems that included DataStat, PharmacyRx, Zadall, Condor and many other applications*Interviewed Software Engineers and worked closely with Product Managers, Quality Assurance, Sales and Marketing to gather materials to meet documentation publishing schedules.*Translated complex technical concepts (from design specs and other engineering documentation) into language that was appropriate and easy-to-understand for the intended audience.

*Worked closely with the Website Manager to support the company's network security and management software product and brand awareness campaigns.*Researched, Planned and Wrote keyword-based Google adword copy (pay-per-click) SEO campaigns to drive traffic to the website for lead generation.*Collaborated with the SEM agency of record by doing keyword bidding, analysis and competitor research as part of online marketing campaigns.*Generated reports (using WebTrends analytics) to monitor and analyze the company's website traffic activity.*Wrote, updated and maintained company announcements and other Intranet website content.

*Wrote, published and managed online help, product and feature descriptions, product FAQs, troubleshooting procedures, and other content for customers and potential buyers that accessed the external side of the ‘Ask Jack’ knowledgebase portal*Wrote troubleshooting procedures, product information content, and knowledgebase articles for Customer Service Reps in the regional call centers that accessed the internal side of the 'Ask Jack' portal.

*Managed the Network SS7 links and all TDMA and GSM wireless systems (such as MSC’s, BSC’s, HLR’s, SMSC’s, STP’s, Voicemail and OTA systems) to detect equipment and SS7 ink failures, link congestion, and traffic overload conditions. *Used a Protocol Analyzer to execute GSM, TDMA, E-911, GPRS, and SMS call traces down to the bit level for all Regional NOCs*Reported and resolved link failures (for almost 3000 A, B, C, and D connectivity-type links between the STP’s and switches) by telneting into the STP to deactivating/activating links, viewing all alarms, checking the cabling/wiring from the DSX location to the Smartjack in the telephone room, and contacting the appropriate vendor when warranted. *Resolved Voicemail and SMS issues by using Unix to retrieve data sent to the MWI Sun Server and MicroLegend via TCP/IP.*Provided tier 3-level support to resolve market-wide network issues that prevented customers from making/receiving calls, sending text messages, connecting to Internet sessions, downloading ringtones, retrieving voicemail, and other faults.

*Resolved single-number completion & connectivity issues for 9 types of international calls affecting business customers that used calling cards, videoconference services, dedicated lines, fax services, 800 toll free, ISDN, VNET, and VoIP. *Updated routing and translations in the DMS250/300, DEX600 and Ericsson AXE10 switches within the network. *Simulated test calls by telnetting into the switches and monitoring the SS7 signaling in the protocol monitoring unit. *Restored real-time switch translation discrepancies found during fault isolation. *Identified network traffic connectivity faults requiring alternate routing by modifying the switch translations tables.*Performed Call Detail Record & switch searches for law enforcement reporting emergency situations or criminal investigations. *Interfaced with foreign carriers (PTT’s), switch technicians, local telcos (LECS), and other International Exchange carriers.

*Provided timely first-level support for all business accounts (such as IBM, Schlumberger, etc.,) reporting faults with voice/data circuits. *Isolated issues, dispatched technicians, escalated and monitored tickets through to a resolution in order to meet mean time to repair (MTTR) and service level agreements.*Logged information needed to resolve problems using fault management scripts such as CSM, Scopus, Netpro, Toolslite, and F&E. *Performed initial diagnostics used by various testing tools to verify the port and LMI status of Frame Relay and Hyper-stream Frame Relay service.