• 2024: Wrote internal knowledge base docs for our support agents, and coached other writers. • 2022-2023: Wrote help articles on the external support site and crafted other player-facing support snippets (email copy, alert banners). Introduced pageview heatmaps to our authoring workflow for some qualitative data and reviewed Google Analytics on a regular basis to understand viewership and conversion rates of self-service information.

Triage, general support, facilitating communication and creating processes between the art and code teams. Supported one of the most in-demand and interrupt-driven teams in the studio. Jira wizardry.

Call of Duty: Modern Warfare (2019)+ nearly all post-launch seasonal mapsWorked closely with artists, level designers, testers, engineers, producers, directors, and pretty much everyone at the studio to some degree.I supported Multiplayer level designers and environment artists on Call of Duty: Modern Warfare, owning the production of nearly all 2v2, 6v6, and Groundwar-sized multiplayer maps while catching and troubleshooting technical issues with builds, assets, and workflows (and documenting them in our Confluence); addressing concerns from content creators and directors; and managing shifting priorities on a daily basis. Other duties included: understanding priorities from directors, designing and communicating schedules for new maps, mentoring new folks coming into production roles, owning and deploying playtest builds and running team and studio-wide playtests, identifying and resolving pipeline bottlenecks, clarifying legal guidelines and ensuring they are followed correctly without impeding artistic goals, obtaining legal clearance for fictitious names and props, catching incorrect or broken game assets (and prescribing or requesting the correct fixes), addressing performance issues from many angles, understanding and ameliorating interdepartmental communication issues, defusing conflicts and proposing solutions, and so on.Timely nudges. Shepherding. Thoughtful comms. Quick and strategic alignment. Genuinely caring about every person I worked with, noticing when they needed help or was likely to have missed a comm, and working 1:1 with them to make sure everyone had all the necessary information and a clear understanding of the priorities. Having a clear sense of prioritization at any given time and attuning/scaling comms to that. Coordinated snowball weapons into our winter map from an artist’s pitch to in-game in less than two weeks.

As Infinity Ward's first technical writer, I built a wiki-based internal knowledge center--customizing the CSS of the existing wiki site (Confluence), writing custom macros, designing the information architecture, creating templates, and writing/maintaining hundreds of documentation topics for Call of Duty's proprietary level editor, proprietary art and production tools and procedures, and various other components of the game engine and build pipeline. The tools & tech changed on a daily basis. As part of the Tech Art team, I avidly sought out pain points, confusion, and inefficiencies to develop clear guidelines, procedures, best practices, tips, and troubleshooting. Key topics: map performance, visual debugging, physics debugging, getting engineers and artists up and running, checklists, optimal iteration pathways, syncing/building/running the game, working with Perforce/version control, and troubleshooting errors. Tested all of my own work (which led to reporting several tools bugs--at one point, often being the first to escalate major issues and blockers on a daily basis--and driving usability improvement opportunities) rather than rely on SME reviews alone. Audiences included engineers, level designers, environment artists, modelers, and producers. In addition to creating a large portion of the documentation, I fostered a culture that encouraged more experts to contribute.Through my technical writing work, I became an expert in troubleshooting various assets, tools, and workflows in our pipeline, and jumped into a production role to help ship Multiplayer levels and assets for Call of Duty: Modern Warfare.

• Wrote and refined existing disaster recovery documentation • Gathered and defined business requirements for a new internal web application (including logic, database needs, user flows, and visual mockups) • Defined all business requirements for a change to an HR time off policy and system update • Wrote internal processes and procedures

IBM Enterprise Content Management IBM Datacap (2015-2016) === • Developed and published documentation for database admins, system admins, and business end users. • Edited readmes and release notes. • Initiated a working relationship with the L2 Support team to discover and address documentation-related customer pain points. • Edited mobile app API documentation and mobile app user guides.IBM Content Navigator (2009-2014)=== • Designed and implemented a strategy for single-sourcing a user guide that was purposed for two different audiences. • Edited and wrote Java, JavaScript, and REST API documentation. • Developed documentation for plug-in developers, administrators, and end users. • Created diagrams, viewlets (short video tutorials), and scenarios. • Wrote and provided improvements to text in the user interface. • Prepared and delivered readmes for interim fixes and fix packs. (2012 - 2013) • Partnered with developers, QA engineers, and writers in an agile/scrum environment. IBM InfoSphere Information Server (July 2009 - July 2011)=== • Rewrote error messages; performed information architecture tasks; performed peer editing; tested accessibility for web documentation (by using JAWS and other tools); and provided tools education, tips, and assistance to teammates. • Documented concepts and procedures in installation, migration, configuration, application server administration, and troubleshooting.

• Wrote documentation and UI strings while applying IBM Style guidelines, creating index entries, authoring in DITA, proposing improvements to the user experience, packaging files for translation, and working efficiently within a global team across several time zones. • Edited commands and constructed syntax diagrams for a command-line interface. • Developed an effective method for presenting drafts of embedded assistance, which was then adopted by several team members.

Co-maintained the course website, contributed new questions for the final exam, attended lectures, and completed basic office tasks for Professor Susan Joslyn and the graduate teaching assistants (making and distributing copies, setting up and packing away equipment for lectures, and so on).

Assisted engineering students with the writing and revision processes in developing technical reports, descriptions, definitions, and proposals within the domains of science, technology, and engineering. Created and ran events (like resume/cover letter drop-in feedback sessions for engineering students). Created a short manual for future lead peer tutors--covering everything from how to update the tutoring website, to troubleshooting common issues with the printer. Was promoted from Peer Tutor to Lead Peer Tutor; this role was created for me.

• Revised and reformatted internal policy guidelines, procedures, and legal documentation in the domain of civil engineering.• Examined water distribution maps to determine the availability of water services for land developers. Measured and recorded distances for water mains, easements, fire hydrants, and geographical features by using GIS. When there grew a need for assistance in this work, I got trained quickly in one or two sessions, and performed this job for the remainder of the internship in addition to the writing work.