Transformed technical writing efforts for the Middle Atlantic brand and beyond, driving cost savings, resulting in CSR benefits, and enhancing customer satisfaction.Key Achievements• Established groundwork for self-service content by creating online help and PDF-hosted materials, to reduce customer support call times.• Worked with the corporate AI team to develop a product documentation chatbot to improve customer support and end-user self-service.• Introduced parent company documentation standards, work procedures, and format options across manufacturing brands while ensuring uniform usage, style, and product model views across various product lines (racks, enclosures, consoles, furniture, power distribution, thermal management, cable management, and AV accessories).• Enhanced visual comprehension by leveraging SolidWorks 2018 and Creo 3.0 models into 2D vector drawings in Adobe Illustrator for instruction sheets.• Project managed and tracked all work progress via Microsoft Teams, Planner, and PWA, adhering to Windchill procedures for project deliverables.

Prepared business-critical user and administrator guides, release notes, and other documentation for key clients. Implemented single-source concepts and tools for the technical publications team. Key Achievements • Streamlined workflow and business processes by creating robust templates, including styles and VBA scripts for automatic image processing, consistent wording and formatting, and JIRA issue extractions for release notes.• Provided key analysis and advisement in the cross-department decision to purchase HAT and CMS/WMS software solutions, migrating the existing Word and PDF structure to a current help system platform supporting SSO, localization, and 508 standards.• Enhanced comprehension of customer support engineers and clients for high-revenue product lines. Authored, revised, and maintained the administrator guide documentation set for commercial and JITC release versions, covering complex server product line procedures.• Reduced editing turnaround and print production timeframes by migrating installation guide diagrams for the room solution product line from Adobe Illustrator to Microsoft Word format.

Syncsort is an originator of backup utility software and hardware solutions for assorted levels of IT professionals. The company continually strives to take its products to the next level. One such effort was migrating their entire help authoring environment from Adobe FrameMaker to MadCap Flare. I was hired not only to implement the use of Flare but help in various transition phases to help leverage the most existing content from FrameMaker and maximize the functional use of Flare.

Spearheaded the re-establishment of the corporate help system (online and print) for electronic testing instruments, including digital oscilloscopes, serial data analyzers, probes, and accessories. Provided sales support to enhance revenue generation.Key Achievements• Reorganized and modernized outdated print and online documentation into a source-controlled repository using Team Foundation Server and Perforce.• Led a cross-functional team to create, edit, and produce comprehensive getting started guides, operator manuals, and instructional materials for all company hardware and software products.• Collaborated with software developers in Geneva, Switzerland, to establish source files from existing and edited materials and architect a new help system resident on the oscilloscope models, ensuring all content was source-controlled.

Conceived, implemented and managed a change management group foundation, inclusive of technical writing and training. Established best practices and formalized procedures to support applications including: • ADP’s Enterprise eTIME Application• Financial Systems• SAP’s ERP and CRM Modules• IT Project Lifecycle Requirements Key Achievements• Implemented a single-source documentation model that increased departmental productivity and throughput.• Managed BearingPoint consultants through the creation and maintenance of specialized manuals and requirements analysis for the Order to Cash initiative, the first of many internal SAP optimizations at Crestron.• Mitigated education efforts during formalization and changes by producing multiple versions of all materials.• Authored and implemented standardized methodology and procedures.

I began working on the news desk at the Bergen Record as an editorial clerk during my junior year at Ramapo College. Periodically, I would write feature articles and do album reviews until taking an overnight shift as a web content producer to create the online version of the newspaper. My areas of specialty included enhancing the web presence of sports content in coding development and written content alike.