• Developed an online help system for a cloud-based CRM for tour operators. Worked directly with frontline support staff and QA to build out help documentation for a previously undocumented travel planning and payments tool. Spoke with clients using online help and knowledge base to further streamline content.• Built and received sign-off on comprehensive help system and documentation from CEO, COO, and multiple clients. Worked with CEO and COO to establish a release schedule, timeline, and style guide for documentation.• Assisted in the planning and documentation of the Guided Onboarding tool for new clients.• Developed style guide and content strategy for knowledge base articles. Helped product and client onboarding teams adopt style and strategy for quick start and onboarding guides.• Wrote and edited Beacon API guides.

Created and maintained cross-functional project plans- Attended project planning meetings to ensure prompt delivery of publication-dependent materials.- Planned large scale finance and resource allocation needs for international projects. This included leveraging existing headcount, hiring plans for additional headcount (both full-time and contractor), and budget planning for translation.- Communicated changes and progress to all necessary stakeholders. Changed project plans as situations arose.- Leveraged existing contacts to create new business opportunities for myself and the department, including development of a new runbook library with 25+ documents.Delivered Operations Documentation:- Established improved documentation process for bi-weekly publication of essential system procedures and message guides. Developed new quarterly process for capacity planning documentation. - Published one to five libraries every two weeks. Authored new content for day-to-day system operations and maintenance, capacity planning, runbooks, and internal service standards.- Maintained 45+ regularly updated documents. In addition, authored numerous ad hoc documents while managing the normal document workload.- Leveraged existing contacts to create new business opportunities for myself and the department, including development of a new runbook library with 25+ documents.Tools Experience:- PTC Arbortext XML Editor - Worked with customized XML environments to deliver PDF and HTML content.- Oxygen XML Editor - Some experience with DITA topic based authoring.- WebWorks ePublisher - created, published, and managed libraries.- Adobe Suite - Moderate Experience with FrameMaker, PhotoShop, and Acrobat Pro.- Microsoft Office Suite - Very experienced with Word, Teams, Visio, and OneNote. Moderate Experience with Excel, PowerPoint, and SharePoint. Some experience with Project.