Nicholas Kellogg Email & Phone Number

Sykesville, Md, Us

Frederick, Md, Us

Bethesda, Md, Us

- Writing user support documentation such as SOPs, product overviews, and tutorial articles for five teams, such as the IT help desk, asset management, and digital services teams- Created email campaigns for IT alerts and designed marketing campaigns for new software and security tools that are available to NCI staff- Revising non-508 compliant documentation and creating new documentation for underrepresented topics to improve staff engagement of the user support knowledge base and decrease support tickets submitted to the IT help desk- Collaborating with technicians and product managers to analyze trends in support tickets and staff feedback to identify gaps in our knowledge base and leading knowledge projects to create new documentation for these areas- Created over 10 new user support articles for product overviews and troubleshooting steps, repurposed over 75 articles to contain updated information and improved readability, and helped contribute to an overall decrease in IT help desk tickets opened by staff

Alpharetta, Ga, Us

- Wrote SOPs, technical guides, and acceptance criteria for two SCRUM teams that managed 8 APIs that ensured legal cases followed submission requirements- Worked with project managers to create documentation to help onboard new developers and corporate leadership to the current progress of our rules engine and define team terminology and workflows- Engaged with 10 developers to identify pain points in the onboarding process and established topics deemed critical by the team such as individual responsibilities, project goals, and team workflows- Developed technical and reference guides that assisted with the onboarding of future developers and current leadership and established a style guide for future onboarding documentation

Alexandria, Virginia, Us

- Researched technical concepts using internal and external patent resources and drafted patentability opinions on developing technologies- Translated research notes from interviews into comprehensive technical communications for stakeholders- Scheduled meetings and compiled meeting notes with attorneys to ensure positive, effective research- Consulted clients for feedback to improve office communications and maintain professional relationships

College Park, Maryland, Us

- Wrote SOPs and troubleshooting guides for IT help desk technicians that covered established troubleshooting techniques and provided guidance on team escalation workflows- Discussed past IT incidents with team managers and technicians to identify gaps in procedure for when to escalate to certain teams and reviewed current IT escalation procedures to identify areas for enhancements- Created guides to established escalation procedures that helped provide clarity for when and who to escalate IT incidents to and helped improve day-to-day IT operations

College Park, Md, Us

- Researched and reconstructed a cosmic ray detector for classroom demonstrations - Designed and presented a classroom demo of the detector and the science behind it

College Park, Md, Us

- Observed and data-analyzed asteroids with research at the University's observatory- Documented the research process and presented the results to prospective students at a research showcase