I lead a cross-functional organization responsible for: - Evaluating cross-product user journeys and competitor products- Defining metrics and setting KPIs, as well as identifying actionable insights using analytics- Improving the online experience for Google Cloud technical content - Improving the search engine optimization of Google Cloud technical content- Gathering insights from customer feedback, user research, and market intelligence programs- Improving the quality of Google Cloud technical content, including editing, QA, discoverability, and localization- Leading a central PMO for Cloud DevRel program management - Building and leading a cloud architecture content program

Defined the vision, strategy, and org design of what is now a full-service digital content organization. Started with 10 technical writers and program managers, and built a team of 30 SEO, analytics, customer research, digital strategy, taxonomy, content marketing, program operations, and technical writing experts. Established a track record of promoting from within and very low attrition. Key team accomplishments: - Created a content inventory and metadata strategy foundational to understanding our content portfolio- Researched cloud architect needs to define a customer journey and content framework - Redesigned the AWS Architecture Center, aggregating content from 7 sites and increasing traffic by 100% in Year 1- Increased traffic to architecture whiteapapers, reference diagrams, etc by over 100% - Optimized content and web site for SEO, increasing organic search by over 25%- Built strong partnerships across AWS to expand architecture content portfolio from 250 to 650 (+160%) - Established a content freshness program to keep content accurate- Established a voice of the customer program to measure favorability and identify insights - Defined baselines, KPIs, and scorecards to measure progress against our traffic and team goals

Led a global team of technical writers who supported 20+ clinical drug trial applications. Evolved team culture to use digital analytics and customer feedback to make better decisions. Met with Oracle's top five HCLS customers to understand their challenges. Defined an FY20 content strategy (customer, people, and operations improvements). Created SMART goals to measure progress against our strategy.

Director, Digital Content Strategy & Optimizations (Analytics) 2015 - Nov 2018Led high-performing cross-functional team through three years of organizational change resulting from Dell and EMC merger. Our team’s strong, positive culture resulted in the highest eNPS scores of any digital marketing team. • Led digital strategy analysis and optimization projects that increased commercial leads by 10% in 2018 • Developed digital marketing metrics framework for consistent measurement across SMB, mid-range, and enterprise experiences. • Defined digital strategy to integrate B2B products across emc.com and dell.com post-merger. • Used data-driven approach to gain strategy consensus across EMC and Dell business units in support of a shared product taxonomy for a unified web site experience • Defined dellemc.com web template strategy that cut content production time and costs by 25%. • Managed search engine optimization program, increasing sales engagements by 20% in 2018. Director, eCommerce Digital Marketing – EMC (2011 to 2015)Led design, content, and merchandise strategies for new digital B2B product research experience (store.emc.com). Recipient of 2015 B2B Marketing Exchange Killer Content Award. • Led off-shore user experience team: customer research and user experience design • Provided functional and business requirements to IT partners• Developed online merchandise and content strategy (SMB, mid-range, and enterprise storage) • Built and led an operational team to manage site on SAP Hybris• Developed successful SEO strategy, ensuring top search rankings year 1- Managed quarterly business reviews for product group stakeholders - Led a paid media program that delivered 1:20 spend to pipeline ROI - Led merchandise strategy for B2B internet-enabled sales pilot, which provided key insights into buyer behavior- Results: exceeded traffic, web engagement, and sales pipeline goals within first year; consistent double-digit YoY growth.

Responsible for the vision, strategy, and goals that will enable a successful architect, developer and IT professional customer experience. Responsibilities include: - Team building and talent development- Web site vision, design, and management - Terminology- Content development and information architecture- Community strategy - Localization - Search engine optimization

Managed the Windows Home Server, Windows Small Business Server, and Windows Essential Business Server user assistance teams. Responsible for overall content strategy, planning, risk management, budgeting, executive communication, localization, and people management. Highlights included: - Partnered with teams across the company to develop a unique online content solution that was more appropriate for our server solutions customers. This new content solution served as an extension of the product and simplified the user experience. - Delivered an innovative localization strategy based on projected sales and actual content usage that cut localization costs by $1 million while still meeting the needs of global customers.- Launched a customer content program, which allowed us to deliver real-world technology solutions without increasing the size of our writing team.

Managed a cross-functional Access Management group at PepsiCo, which was comprised of 2 teams and over 30 engineers and analysts. One team was responsible for deploying, upgrading, and supporting the single sign-on SiteMinder infrastructure. The second team was responsible for the creation and management of user accounts used to access applications and systems company-wide. Planned and implemented SiteMinder infrastructure changes, troubleshooted SiteMinder and Web server production issues, and defined strategies for user access.

Integrated Web applications into the Bank’s single sign-on environment using Netegrity SiteMinder. Additional responsibilities included defining and documenting processes and procedures for a team of eight engineers; delivering technical presentations to business executives and technical teams; installing and testing Netegrity software; and providing Web server (IIS 6.0, IIS 5.0, and iPlanet) administration assistance to other teams.

Provided technical assistance to existing customers and pre-sales support to potential customers throughout Texas and Oklahoma. Installed and configured Netegrity software, LDAP servers, databases, and Web servers on Windows and UNIX platforms at customer sites. Gave technical presentations to potential customers.

Managed a team of five writers and two UI developers. Created project plans, scheduled resources, and implemented standards across all healthcare reporting product lines (11 in all). Worked closely with training team to ensure consistency across training materials and documentation. While managing, reorganized a 1000 pp reference manual and converted it to HTML. Met with customers to identify and resolve product issues. (Left this position to get married and move to Texas.)

Managed a team of six writers and developers who produced technical documentation and training courseware for the portal software division. Implemented a single-source solution using FrameMaker and Quadralay Web Works. Planned, wrote, and tested Java development guides and developed sample code to ship with documentation. Wrote project plans and information plans and reviewed documentation plans. Worked with product managers and engineering managers to plan new features and functional specifications. Coordinated documentation efforts between two writing teams in Bellevue and Boston. (Left this position when the portal division was closed.)

Provided technical assistance to existing customers and pre-sales support to major accounts throughout the US, Canada, and Mexico. Gave technical presentations during sales meetings and conferences. Installed and configured Netegrity software, LDAP servers, databases, and Web servers on UNIX and Windows platforms at customer sites. Worked with customers to identify their technical needs and developed proof-of-concept solutions using Netegrity’s SiteMinder platform.

Built a successful publications department for Netegrity’s Web access control division. Hired six writers and trained them to use Netegrity products. Wrote project plans and worked with writers to develop documentation plans for each deliverable. Coordinated the development of HTML/JavaScript, WinHelp, PDF, and printed documentation. Solicited documentation requirements from customers and field engineers. Wrote a new tutorial and deployment guide that covered all facets of securing Internet, intranet, and extranet Web sites. Mentored and reviewed the performance of each writer. Put processes in place to expedite shipping, order fulfillment, and the printing of documentation.

Led a team of five technical writers who developed HTML help systems and six manuals for a new software configuration management system (PVCS). Provided technical guidance for other writers; established resource requirements; scheduled project deliverables; worked with Development and QA project leads to resolve design issues; and implemented standards. As a writer, researched and deployed a full-text, cross-platform search engine for HTML help systems; developed HTML templates and content; and wrote tutorials and administration manuals.

Documented an object-oriented application development tool. Wrote online help topics containing conceptual and procedural information about client/server partitioning, relational databases, data modeling, network messaging, and data access methods. Updated and revised API documentation. Wrote code (C++) samples for the API documentation. Wrote an application messaging (SNMP) administrator’s guide.

As the only writer for this start-up company, documented custom applications and acted as a liaison between clients and engineers to help define functional specifications. Developed all documentation outlines, schedules, time estimates, and style guides. Documented all technical and marketing materials, including brochures and white papers. Coordinated the print production of marketing materials and technical manuals.

Provided technical and marketing writing for this environmental engineering company. Wrote and edited a wide variety of printed and online end-user manuals and technical proposals.