Patrick H. Email & Phone Number

Austin, Texas, United States

• Contracted with a top 10 Fortune 500 company.• Built out content for online web stores and app stores, displaying worldwide in 38 countries using proprietary CMS.• Built out products by setting up product data and information, such as dimension settings, color, size. Associated product copy could vary based on colors and catalog information.• Verified information for QA using staging environments.• Dealt with complex data during setup, e.g. multiple languages, geos, and platforms.• Supported multiple segments and thousands of storefronts.

Austin, Texas, United States

Austin, Texas, United States

Seasonal Contract position• Helped create more than 140 animated eLearning modules to help 1-5th graders prepare for University Interscholastic League (UIL) Music Memory competitions. • Working with assets provided, imported graphics from Adobe Illustrator into Adobe Animate and animated precise timings to the given classical music. • Employing creative license to hold the kids’ attention, animated scenes for the full 4-minute length of the music.

Austin, Texas, United States

• Collaborate with product owners, managers, marketing, and subject matter experts to document internal and customer-facing help articles for features, processes, and initiatives for Expedia Group conventional lodging, Vrbo, and Escapia Software (previously HomeAway Software).• Support complex/strategic content initiatives as requested by the business.• Model the core knowledge, skills, and abilities of the role (writing concisely, managing stakeholders, analyzing content performance, etc.) while also helping mentor junior writers on the team.• Lead compliance review and update publication of the team’s external customer-facing documentation. • Exhibit high level of stakeholder management, with ability to communicate effectively with higher level business leaders.• Regularly update the internal process documentation – especially when the Vrbo and Expedia knowledge management teams merged.• Achieve efficiency by streamlining ticket handling in Jira by creating filters and dashboards.• Champion our content strategy across the business, partnering with Content Design to surface opportunities and gap areas.• Provide timely, key services during an Agile 2-week sprint to respond to incoming ticket requests.Key Words: Content development, Technical writing, Content frameworks, Localized content, User-centric mindset, Product design enhancements, Data/analytics, 2D / 3D animation, Video – production & editing, Storyboards, eLearning, Website content, User feedback, Organizing creative assets, Matching VO to video / animation

Austin, Texas Area

• Wrote and maintained a library of nearly 1,000 external help articles about HomeAway Software products that adhered to company style guidelines, ensuring continued accuracy.• Researched, recommended, implemented, and created taxonomy for a new internal knowledgebase (Bloomfire) for the entire company.• Created user guides and published release notes.• Collaborated with the development team and product managers to create documentation plans to detail new features of the ever-changing software.• Supported intake requests from the business and internal stakeholders.• Determined new content needs based on customer behavior and feedback.• Developed deep understanding of end users and use that knowledge to inform content decisions.• Managed stakeholders with transparency and understanding.

Austin, Texas, United States

Implementation:• Initiated a project to find key feature gaps between old and new software; created transition help documentation and an educational video.• Used Confluence to provide a central point of reference to disseminate standard and updated information regarding the software product line.Client and Internal Training:• Increased training productivity 50% by creating and presenting weekly group webinars for multiple clients.• Wrote end-user help documentation for new software by coordinating with the development team and technical writer.• Conducted audits of internal and end-user training documentation to keep content current and provide improvements. • Trained the sales team on technical issues, addressing complicated customer questions, and maintaining demo accounts for customer trial use.• Created client training videos using Snag-it and Camtasia to demonstrate how to use the software.Tier 3 Support:• Served as point of contact for Tier 3 customer support issues, which involved verifying, identifying, and writing support tickets for software bugs across the software product line.• Provided support to the technical support team for complex non-bug related issues.

Austin, Texas, United States

• On-boarded new customers after the sale and ensured a smooth transition to the technical support department.• Improved technical support response time by over an hour, by developing a new implementation process. • Created end-user follow-up checklists and help documents.• Created internal train-the-trainer documentation used to cross-train technicians to provide backup support.• Trained customers one-on-one on the basic configuration and usage of the software. • Enabled customers to import historical data by exploring and resolving failed database conversions.

Austin, Texas, United States

• Provided Inbound technical customer support for Innkeepers using the RezOvation software. • Resolved client issues by training on the software, providing help with configuration, troubleshooting software bugs, reporting and communicating system crashes to the development team, and diagnosing software problems caused by customer environmental issues.

Austin, Texas Area

• Worked with Innkeepers to help create content for their BedandBreakfast.com listing; provided consulting on the website’s features and add-ons, and reported any bugs to the development team. • Assisted visitors of the BedandBreakfast.com website through training on the website, selling gift certificates, and recording and addressing any property listing complaints. • Improved efficiency by creating email templates to answer frequent questions for the support department.• Answered 1,000 incoming calls in one month, setting a new team record that double the previous record.

Bachelor Of Fine Arts (B.F.A.), Graphic Design

Extended Studies In Media Arts, Computer Animation