Sara Russell Email & Phone Number

Cambridge, Massachusetts, United States

Cambridge, Massachusetts, United States

Manage documentation and training team for Tamr's intelligent data mastering and enrichment software, including on-prem and SaaS offerings.Developed and implemented eLearning customer training offerings, including developing training strategy, selecting tooling, authoring courses, and managing the LMS. Ensure instructor-led training content and supporting materials are up-to-date with the latest software features.Lead a team of technical writers supporting all software releases. Manage work assignments, develop documentation plans for new features, author online help and API documentation, provide UI microcopy, contribute to UX/UI designs, and collaborate closely with cross-functional team to ensure that the documentation and training content help users successfully reach their goals with our products.

Merrimack, New Hampshire, United States

Technical writer, internal communications strategist, and content strategist for the Asset Management development organization. Redesigned, updated, and maintained internal knowledge base supporting internal teams migrating applications to AWS. Worked with key stakeholders to plan and implement intuitive information architecture, develop and apply page templates, archive or update out-of-date content, and author internal documentation for new tool releases.Authored and managed Asset Management newsletter through the CRM, and organized regular speaker series. Developed and edited internal communications videos using Camtasia.

Waltham, Ma

Authored Standard Operating Procedures for biotechnology client.

Concord, Ma

As the only technical writer, planned, managed, and authored customer and internal documentation for the SmashFly Recruitment Marketing Platform and Career Site releases. Authored release notes, online help, API documentation, white papers, and support articles.Created and maintained an internal SmashFly Knowledge Base in Confluence, to provide up-to-date, comprehensive product documentation and implementation instructions for Customers Success teams and other internal users. Supported several feature pilots/betas by providing release notes, feature overviews, and implementation procedures.Collaborated with Agile development teams on new feature development and UX. Collaborated with Product Management, Customer Success, Sales, and Marketing to ensure consistent feature messaging.

Boxborough, Ma

Lead writer for the Packaged Contact Center Enterprise solution and Universal Queue feature. Documented both cloud-based and on-premise features. Authored online help, release notes, troubleshooting, and knowledge base articles, as well as design, installation, configuration, API, and feature guides. As the lead writer, planned the documentation required for each release and tracked the progress of each deliverable. Provided peer review for other writers. Worked with cross-functional agile teams during product development to document features and provide UX feedback. Collaborated with writers across Business Units on knowledge base guidelines for cloud-based features delivered via continuous deployment.Authored content using XML, RoboHelp, FrameMaker, Word, and Markdown.

Waltham, Ma

Authored online help, API documentation, knowledge base articles, and monthly release notes for QuickBase, a hosted database business solution. Collaborated with three Agile development teams on new feature development and UX for existing Web-based product. Participated in UX review and testing for a new mobile solution.Worked closely with technical support team to improve the QuickBase knowledge base, and to identify and correct gaps in the online help.

Boxborough, Ma

Managed a large team of local and remote technical writers. Responsible for mentoring, performance reviews, and work assignments. Encouraged collaboration, adoption of new technologies, and leadership within the team. Hired new team members.Served as documentation team lead for several OEM projects. Coordinated writing efforts and facilitated document reviews.Authored major update to the Enterprise Contact Center Reporting Guide.Drove the continued migration of the documentation set to XML in order to reduce redundancy and sustaining burden. Advocated our solution to all Cisco documentation managers.Reduced sustaining and support burden through more efficient communication with the technical support team. Met with customers and analyzed customer satisfaction data to identify ares for improvement.

Boxborough, Ma

Documentation team lead for major contact center software release. Planned and managed documentation strategy, deliverables, and schedule with a team of writers. Contributed to the cross-functional team through specification reviews and discussions.Documentation lead for an initiative to improve our reporting feature. Participated in gap analysis for reporting feature and related documentation, and used the results to significantly improve the reporting documentation. Worked with documentation leads on several products to implement changes and to correct defects in the documentation sets. Authored a comprehensive Reporting Guide that explained how the system gathers and stores reporting data, and how to configure a system to gather relevant reporting data. Contributed to the migration of the documentation set to XML by authoring several sections of an XML Best Practices Guide, participating in DTD/XML training, and authoring new content in XML.

Lowell, Ma

Authored online help topics and user guides for several Enterprise and Express Contact Center product releases. Audiences for this documentation ranged from non-technical contact center agents to highly skilled partners responsible for installing, configuring, and troubleshooting the contact center deployment.Wrote help system for internal task-tracking tool to help teams learn to use the tool effectively.Championed use of Task Analysis as a planning tool within the documentation team. Coached team members and presented to the team. Held Task Analysis sessions with cross-functional teams when planning documents.Maintained CSS and Word templates used by documentation team for online help and online user guides.

Lowell, Ma

Authored documentation for contact center agents and supervisors for an online collaboration product release. Responsible for updating three existing help systems and creating a help system for a new agent UI. Planned and authored two major new guides for contact center supervisors.Contributed to UI design discussions.

Lowell, Ma

Contributed to documentation deliverables for an online collaboration product release, including agent-level online help and printed resource cards.