Design, write, and maintain print and online help, standard operating procedures (SOPs), data transfer specifications, knowledge base articles, admin and operations guides, and video tutorials. Apply best practices in information architecture, content strategy, single-source publishing, and instructional design to create high-quality content that informs and delights end users. Collaborate with software engineers, professional service engineers, technical project managers, consumer marketing analysts, and other Opower staff to ensure content is clear, accurate, and complete.Identify, develop, and implement documentation standards and techniques that save time, improve consistency, and reduce duplicated effort.Offer Tier 1 support for product questions asked by Opower employees.

• Collaborated with software engineers, systems analysts, project managers, and other technical personnel in an Agile environment to document grants management applications and public health data repositories• Developed a range of system and software documentation, including business requirements, XML data dictionaries, design documents, technical specifications, release notes, and project planning documents• Researched and wrote a variety of end-user documentation, including online help, training presentations, and marketing write-ups• Conducted extensive usability testing activities (e.g., focus groups, card sorting, and hands-on user testing) as part of a large-scale web redesign effort

• Researched, wrote, and maintained print and online help, technical proposals, system and software documentation, web copy, and marketing collateral• Managed peer reviews and ensured adherence to style guides such as the Microsoft Manual of Style for Technical Publications • Collaborated closely with development teams to obtain information and create accurate, complete documentation• Captured and/or designed a range of supporting graphics and illustrations, including process flows, charts, screenshots, and other visuals• Conducted different forms of user research (on-site visits, usability tests, brainstorming sessions) as needed to guide documentation efforts

Performed various content development projects for Slice, a graphic design firm, and Connectivity Group, an audio-visual design and installation company.Slice (Sep 2006 – Jul 2007)• Collaborated with Slice to write, edit, manage, and submit a proposal to the U.S. Department of Homeland Security. Contract later awarded to Slice• Reviewed and revised Slice’s corporate web content for accuracy, usability, and branding• Developed website usability recommendations later implemented by the designersConnectivity Group, LLC (May 2004 – Aug 2004)• Collaborated with Connectivity Group to determine a corporate tone and brand for their new web site• Researched, wrote, and edited web content for the web site (www.cgllc.com)

Wrote and edited content for PDA web site and promotional materials. Edited PDA journal articles for clarity, accuracy, and adherence to applicable style guides.