As a senior technical writer at VMware, it's my job to ensure our documentation helps customers understand how to use our products and reduce the mental load of complexity through comprehensive procedural instructions and relatable examples. I work with a global team of product managers, UX designers, and engineers to keep the docs in the loop during the software development lifecycle.Responsibilities include:● Publish content in multiple channels (Markdown/Git and DITA/OxygenXML) depending on the needs of product team.● Create and maintain API reference guides for internal and external developers.● Interview product management, engineering, and design team members whenre researching and document new features.● Review document-related pull requests in GitLab.● Establish norms and guidelines for developers when submitting content review requests to ensure SLAs are met.

In this role, I worked as a permanent vendor on Microsoft's cloud operations and physical security teams where I was responsible for handling the review of SOPs, manuals, handbooks, and guides at various cadences throughout the year.Duties included:● Schedule and facilitate collaborative reviews with stakeholders across global regions to deliver organization-wide compliance and security documents.● Initiate and assess estimates for cost of localization with vendors and business partners on international corporate policy. ● When required, accompany business partners on site visits and conduct interviews with field agents to determine awareness and compliance with established process documentation.● Prioritize and respond to documentation tickets in Azure DevOps to meet SLA, coordinating with developers when necessary.

As a lead on the pharmacy billing team, I handled any escalated service issue and represented the team at cross-functional meetings and events. Note that Group Health Cooperative was acquired and rebranded as Kaiser Permanente in 2017.Other responsibilities:● Provide training on billing processes to stakeholders and new team members.● Maintain phone tree documentation on internal documentation platform.● Invest in team success and development by calling out milestones, encouraging improvement, and assisting professional learning.