Renée Carignan Email & Phone Number

California, United States

Raleigh, North Carolina, US

Now managing a global team of three stellar technical writers for Pendo's all-in-one platform!

San Francisco, California, US

I managed one direct report in all things related to Heap docs, including the Help Center and developer/API docs. I mentored my direct report into a formal promotion from Associate to mid-senior Technical Writer in May 2023. I also acted as a "dotted line" manager to two Solutions Engineers who were interested in technical writing.- Owner of the content.

San Francisco, California, US

I hired and mentored a new Associate Technical Writer in all things related to Heap docs, including the Help Center and developer/API docs.

San Francisco, California, US

First full-time owner of Heap docs. I completed a CMS migration, information architecture revamp, and a rewrite of all existing content (200+) docs in my first two years.

Portland, Oregon, US

I gave my talk "Find the frequency: metrics for better docs and happier readers" which covered my experiences trying to measure user success with docs. I provided a handy list of metrics which any docs writer can start off with to build their own data-driven docs practice.

San Francisco, California, US

In my promoted role, I owned all UX copy in addition to the Knowledge Base. I conducted a thorough audit of our existing UX copy and contributed UX copy edits to newly developed features.- Owned all UX copy, including tooltips, error/warning messages, empty states, and more- Managed all Help Center content, including FAQs and troubleshooting guides.

San Francisco, California, US

Originally hired to re-architect two outdated support portals into one Knowledge Base, then owned all things Knowledge Base-related from that point on.- Managed all Knowledge Base content, including FAQs, technical/troubleshooting articles, and guides- Rewrote 180+ new FAQs, and assessed all existing FAQs for accuracy and usability during annual content.

US

My two specialties on this team were trust and safety and content strategy.As the Trust and Safety lead, I managed escalated support incidents. I also selected, trained, and mentored two jr. Trust and Safety specialists, acting as supervisor for T&S-related incidents.As the team content strategist, I managed and produced all support content, including.

Oversaw the digital production of 1000+ Education and Early Childhood Education media products, ensuring they published on schedule and within budget.- Created and maintained 200+ title-specific sites and media content from signing through go-live release- Orchestrated preplanning, live shooting, editing and final release of over twenty educational videos.

Revised all print and media content to be in strict accordance with insurance law. I also responded to agent requests for technical support and product information via phone and email and documented license renewals as required.- Assisted company President in managing overall project and product development- Revised print and digital texts to be in.

London, GB

Under the guidance of the media team, I conducted detailed final checks on products and software for accuracy and student usability and implemented requested changes to print and digital media.- Managed multiple projects and deadlines in collaboration with the media team- Conducted detailed final checks on products and software for accuracy and usability.

Berkeley, CA, US

Provided technical assistance for instructors using AV equipment in Pimentel, a lecture hall with a-500 student capacity.- Provided emergency assistance resolving technical difficulties under time pressure- Taught professors to use computer equipment and offered continued technical support- Maintained a log of trouble tickets concisely outlining technical.

San Diego, California, US

Documented and transcribed student government meeting minutes, planned retreats and conference attendance, and provided courteous information and assistance at the front desk.- Showed responsibility in handling confidential documents including student paperwork- Planned and scheduled retreats and conference attendance under strict deadlines- Recorded.

Front-End Development

Bachelor Of Arts, English, Education

Associate Of Arts, Transfer Studies