• Leading the content design process for my project team I advise on design, content, as well as information flow and logic with user experience as the main priority. I am partnered with a UX Architect that manages the same process from the perspectives of visual design as it relates to user experience.• Working with various stakeholders to determine requirements, I propose content-focused design solutions and seek the necessary approvals for design and content decisions on an ongoing basis, often managing multiple projects and initiatives at one time. This process also requires constant contact with business representatives to understand the requirements and technical limitations of a given project.• Working closely with Development and Quality Assurance, I ensure the intentions of proposed designs are built according to specifications and provide the intended user experience in regards to functionality and flow.

• Working on one of five Agile development teams within the Online Banking Redesign project, a project charged with redesigning the entire internal online banking and investing experience to be in line with the WCAG 2.0 standard. As of Jan. 2020 I am also the Editorial Team Lead on this project, with three other writers reporting to me in an effort to further ensure consistency and compliance from a global perspective.• Responsible for creating and editing online copy on both internal and customer-facing branches of the website while ensuring consistency and legal compliance in regards to language, style and industry-specific terminology. This also includes working with external partners to have all copy translated into French, and further reviewing for proper grammar and industry-specific standards in a second language (though I am not fluent in French).• Position requires adhering to aggressive timelines and close collaboration and coordination with UX Designers, Graphic Designers, Developers, QA Analysts, Business Analysts and Project Managers (both at team and project levels), often contributing in an advisory capacity to help establish how to best communicate information and give users a smooth and consistent experience.

• Create and maintain all developer and user-facing documentation for the PixelPoint POS platform in both print and online (desktop and mobile) formats.• Document all new functionality and integrate with current documentation, as well as maintaining customer-specific documentation for ongoing custom development projects.• Maintain an online knowledge base of technical resources for users and sales partners. This includes end to end technical documents, FAQ documents, and single-task oriented “how-to” documents.• Produce engaging, concise and accessible technical content. This includes writing and designing all technical documentation, creating knowledge base content, and producing technical education videos.• Work closely with Product Owner and Product Support to deliver projects on time and to align with releases, as well as to ensure all documentation was meeting the needs of end users.• Position requires the ability to self-teach, strong time management skills and the ability to work independently.

NT Communications strives to connect products and services with individuals who can most benefit from their use by creating concise and accessible content to educate, inform and assist. This can include technical research and SME collaboration, creation of technical documentation and media, writing website copy, marketing and educational material.

• Supported a team of 12 sales reps in both short and long term sales projects including but not limited to; new hardware implementation, data centre expansion, large scale software renewals and implementation rolls outs• Established and perpetuated strong relationships with both internal and external support resources to ensure my team reach and exceeded its potential• Responded to customer inquiries and purchase orders using a several different mediums while ensuring both efficiency and accuracy. Process requires extensive product research and working closely with customers’ environment to ensure the best solution possible for the clients specific needs• Consistent overachievement in this position requires close attention to detail, disciplined time management, communication skills (both written and verbal) as well as being open to collaboration and the ability to quickly adapt to the evolution of new technologies in the IT marketplace

• Provided customer service both over the phone and through email for customers wishing to renew their software licenses; this includes both resellers as well as direct end users• Produced quotes and checked purchase orders for accuracy before writing electronic contracts for support renewals• Helped ease the transition between information management systems by assisting with overflow and back-logged work; this included much data entry and data verification• Worked to build and maintain relationships between resellers and Open Text; this included ongoing contact with the same representatives from numerous resellers