Edited and wrote user documentation for cloud-based data exchange, debt management, and risk decisioning web applications. Worked with engineering teams across multiple time zones to develop runbook templates. Guided teams through content best practices and edited runbooks for content completeness.Worked with product managers, engineering leads, and UX/UI developers to develop user guides, demo videos, podcasts, release notes, administrator guides, and API endpoint descriptions.

Wrote and published ten novels:CITIZEN MAGUS (fantasy/alt-history)SHADOW MAGUS (fantasy/alt-history)WOUNDED MAGUS (fantasy/alt-history)NATTA MAGUS (fantasy/alt-history)MUSES OF ROMA (sci-fi/alt-history)MUSES OF TERRA (sci-fi/alt-history)MUSES OF THE REPUBLIC (sci-fi/alt-history)THE LAST KEY (fantasy)ZERVAKAN (fantasy)ASPECT OF PALE NIGHT ("geek chic" mystery)Evaluated, interviewed, and hired vendors for editing and cover design.Increased sales and readership by developing and implementing targeted marketing strategies, including newsletters, book review submissions, ad campaigns, and promotional materials.

Wrote technical documentation, developed e-learning, and designed intranet web sites to communicate product knowledge and standard operating procedures to field and corporate associates. Migrated, supported, and administered 4 different LMSs used by over 100K associates. Telecommuted full-time. Wrote and developed online help and performance support for in-house software and policies/procedures, reducing printing costs and waste while saving associate time.Communicated web application best practices through task-based job aids, manuals, and user guides, increasing app usage efficiency and decreasing task performance times.Delivered just-in-time (JIT) information to developers for functionality enhancements by writing web app design specifications with Agile sensibility.Drove higher sales completions and customer satisfaction scores by writing, designing, and developing e-learning courses in Articulate and Captivate which trained associates on product knowledge.Interviewed subject matter experts and facilitated remote/in-person task analysis sessions to obtain best practices, improving operational knowledge of field associates and web app skills of corporate associates. Developed micro-learning scenarios accessed by store associates on Point of Sale (POS) systems which increased floor-time and reduced learning hours spent in training room.Administered LMS functionality, including timely loading of course content, registrations, and attendance tracking to ensure optimal LMS usage and performance. Investigated and answered 50+ store Help Tickets per day regarding LMS, logging issues/risks in JIRA for developers. Received 2014 Q1 Sears Integrated Learning Solutions Divisional Recognition Award for being #1 Help Ticket closer in the entire company 6 times and resolving 6.6K+ that year.Designed, developed, and maintained SharePoint pages and administered user setup.

Wrote web copy, book reviews, magazine articles, style guides, press releases, newsletters, job aids, software manuals, online help, case studies, etc., specializing in high-tech subject matter.Developed web sites with XHTML, CSS, PHP, MySQL, and JavaScript for small businesses which enabled them to market and sell their services. All sites designed to the W3C DOM and common accessibility standards.Wrote and developed content for a DotNetNuke (DNN) corporate intranet, enabling the organization to distribute human resource information and company news to a nationwide employee audience.

Gathered customer requirements and wrote specifications documents for the company’s web applications, including user interfaces, site maps, navigation schematics, features, and functions.

Developed and maintained intranet web sites; wrote and developed online help systems for company software; wrote software user's guides and accompanying training materials.

Analyzed and documented end user requirements and developed solutions to meet those requirements. Designed, wrote, and edited user’s guides and online help for the company’s software. Managed, trained, and edited the work of a team of technical writers. Developed training guides for customer service and help desk personnel.