Create comprehensive product manuals, covering installation, operation, troubleshooting, and maintenance procedures.Author clear and concise assembly instructions for power electronics devices.Develop vector graphics and illustrations to enhance user understanding.Collaborate with cross-functional teams, including engineers and designers.Ensure accuracy, consistency, and compliance with industry standards and company style guides.

I create, maintain, and publish all technical documentation for the Userful Visual Networking Platform, including manuals, FAQs, and online resources. In this role, I• Developed and delivered training sessions for company sales representatives to increase their knowledge and confidence, and shorten the sales process.• Proposed and led the effort to integrate all published documents into an XML-based single-source authoring platform, enabling long-term maintenance and portability of documentation across multiple formats.• Created a comprehensive user guide for the entire platform, covering all topics from initial planning and requirements to configuration and troubleshooting.• Built a completely new and comprehensive support portal on an updated platform, including new content, animated tutorials, FAQs, and troubleshooting guides.• Established operating procedures and style guides for a new technical publishing department.• Worked closely with software engineering and QA teams in an agile environment to document new features and interfaces, and merged updates to existing online documentation with product releases.• Worked with marketing department to edit and enhance copy.During my time at Userful, I also• Delivered hundreds of customer demonstrations and trainings.• Implemented and supported hundreds of complex AV-over-IP systems, both remotely and in person.• Created detailed troubleshooting and how-to guides for both internal processes and customer-facing product.• Developed a good understanding of how users absorb and process information and instructions and use this experience to improve our daily operations.

• Worked with key clients and sales teams, including Fortune 500, to support, present, and close direct and partner deals.• Leveraged partners and external resources to develop proposals, identify risks, and work on deals from discovery to close.• Acted as the primary technical point of contact, consulting, training, supporting and expanding the partner network.• Provided product presentations, demonstrations and training remotely and in person.• Frequently participated in partner events and training, industry trade shows, and large scale pilot and implementation projects.• Scaled with increased sales by 60% year over year, with a 51% conversion rate from quotes to completed sales orders.• 30+ on-site and 200+ remote deployments of Userful systems across North America and the Middle East.

• Served customers directly as Account Manager, renewing contracts for hardware and software system upgrades.• Responsible for day-to-day management of customer service team and onboarding of all new customers.• Migrated customer base to a new web-based platform.• Reduced distribution costs by 60% through business consolidation and negotiating volume discounts with carriers.• Designed and implemented a process that reduced outstanding support requests by 90%.• As an OEM partner to HP and Lenovo, we used legacy pricing and volume to reduce rising hardware costs.• Created video courses and comprehensive manuals for public computing platforms, saving over 60 hours of work per year (many times that for the customer).

I undertook an off-hours project to updating the public Knowledge Base to better reflect the state of Userful’s Public Computing product as it had not been updated in several years.

I consult to the University of Victoria Department of Computer Science providing grammatical editing services to PhD students ESL and otherwise. I have completed technical editing and proofreading on over a dozen projects so far.

• Team support, training, escalation and message coordination during incidents and outages.• Support internet, digital telephony and digital TV systems in businesses and homes.• Assist customers in the installation and management of Shaw Secure PC security solution.• Proposed quality control procedures for service requests, resulting in the elimination of approximately 1,000 unnecessary home service technician visits per year in the Calgary area.• Developed written procedures to standardize a common troubleshooting process.

Testing, cleaning and packaging sensitive custom and production hardware and electronics.