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Overview

I develop microcopy, technical writing content, and enterprise software documentation strategies for rapidly growing technology companies. Guiding cross-functional, geographically dispersed content development teams for 15+ years, I deliver cloud-based and in-application online help, and print documentation for large scale hardware and software solutions for enterprise clients.

Operating in fast-paced, rapidly changing environments my entire career, I meet emerging challenges with rapid assessment and innovative solutions.

✦ DATA ANALYSIS • CRITICAL THINKING • INFLUENCE • STRATEGIC PLANNING

Contributing to solution design initiatives, I advocate for improved user experience while gaining employee, peer, and user support. Skilled in transitioning documentation to enhanced platforms reaching broader audiences, I ensure accuracy, clarity, and understandability in all product-related content, documentation, systems, and tools.

Applying extensive hardware, software, and technology tool expertise, I bring a clear vision of optimized product navigability and overcome product challenges for both internal teams and client end users.

✦ CREATIVE VISION •TEAM LEADERSHIP • PROJECT EXECUTION • CUSTOMER ADVOCACY

Building solid operational foundations, I establish best practices and create efficient workflows and procedures. With improved structure and well-defined boundaries, standards, and metrics, my teams and I provide rapid, nimble response to requested enhancements and unexpected issues.

✦ PERFORMANCE METRICS • COMMUNICATION ENHANCEMENTS • CHANGE MANAGEMENT

Supporting product sales and implementation efforts I lead efficient document and product communication strategies – planning, creating, testing, and updating to ensure user-friendly content and delivery.

✦ A SAMPLING OF MY VALUE INCLUDES:

COLLABORATIVE
Offering trusted insights and guidance to executives, clients, and project stakeholders. Confident communicator. Supportive leader.

ACCURATE
Precise in product and content development efforts. Quick to identify and address key issues and develop improvements.

ADAPTIVE
Flexible in balancing multiple, changing priorities, and guiding globally dispersed project teams. Sensitive to timelines, deadlines, and benchmarks.

✦ TECHNOLOGY

Work History

Acoustic – Senior UI/UX Writer

Aug 2020 – Present

Worked with PM, UXE, and PE to create microcopy and online help for a new flagship AI-based pricing application. Worked with UI/UXE designers to modernize the user interface across all 6 existing DemandTec products in order to improve usability and to attract new clients to our product portfolio.

Developed and improved customer-facing documentation, contributed to product development initiatives, and catalyzed progress for DemandTec products; requested to move to Acoustic with product after Acoustic acquisition. Single handedly transitioned hosted documentation with more than 2400 articles to an entirely new platform, successfully, in only 6 weeks. Defined, managed, and advanced ongoing project timelines, benchmarks.

■ Partnered and collaborated across internal and external organizational levels in defining project scope, prioritizing projects, and establishing incremental benchmarks, timelines, and schedules.

■ Established best practices, including release schedules and regular updates. Maintained cloud-based technical documentation content, systems, and tools.

■ Generated technical and operational content. Achieved understanding across diverse company and client audiences at widely varied levels of understanding.

■ Improved user experience and simplified product navigability. Focused improvement and enhancement efforts toward frequently accessed content.

■ Assigned and distributed workloads to non-reporting team members and tracked work time and project progress.

HCL Technologies – Senior Solutions Manager

Oct 2017 – Aug 2020

Met tight product development and project management timelines overseeing DemandTec technical documentation development and publication. Moved to pilot project at IBM and HCL’s requests due to product expertise. Optimized omnichannel merchandising software and managed hosted documentation transition to HCL servers.

■ Partnered with technical support team in clarifying and improving product information content and participated in product development and project management scrum teams.

■ Achieved 2017, Q4 goals, while managing major documentation transition.

■ Orchestrated software releases. Maintained tools and systems supporting documentation creation, publishing, and management.

IBM – Advisory Software Engineer

Mar 2013 – Oct 2017

Enhanced product design, usability, and user experience, and improved information architecture for recently acquired Tealeaf product. Recruited back to IBM to manage technical documentation and information architecture development and bring product to IBM standards. Contributed to and supported Agile development processes and product releases. Mentored writers to expected content standards.

■ Fostered collaboration and project accessibility via SharePoint. Collaborated with and encouraged collaboration between UXE and software engineers, quality assurance representatives, and product managers.

■ Supported internal and customer-facing functionality. Clarified application flow and technical content. Directed geographically dispersed team in managing development requests and correcting system operations.

■ Identified and facilitated resolution of customer-facing issues.

Symantec – Data Loss Prevention (DLP) information developer

Sep 2011 – Mar 2013

Developed deep understanding of product integration and internet protocol (IP) traffic as part of 4-person technical writing and information development team for Symantec Data Los Prevention software. Partnered with user experience (UXE) and offshore development team in producing technical documentation and online help content.

■ Provided subject matter expertise in content-related reviews, scrums, and product development meetings.

■ Enabled hands-on testing and pre-release optimization with internal test environment development and helped overcome functionality, data storage, and operational issues.

Contract Assignments

2003 – 2011

Early Contract Roles Contract

Overview of contract roles

Wrote and ensured content clarity for highly technical documents – print, CD, and web-based technical and user documentation in multiple information development contract roles. Focused primarily on IBM blade server products, retained though 3rd-party contractors based on product knowledge and expertise. Reduced service calls and associated costs with clear installation, use, and service instructions.

CTG, RALEIGH, NC contracting role with IBM 2008-2011
Brought back to earlier IBM blade server information development role due to product knowledge.
Designed, wrote, and maintained Perl and XML scripts, and DITA files for centralized resource.

Identified and resolved long-standing operational glitch upon return to hardware assignment.

VERITUDE, RESEARCH TRIANGLE PARK (RTP), NC contracting role with Fidelity Investments 2007
Established technical support and user information framework for financial investment products in short-term contract role. Originated Wiki and SharePoint databases.

Fixed major application glitch and helped overcome system processing speed issues

CTG, RALEIGH, NC contracting role with IBM 2005-2007
Moved to complex, blade server technology hardware product based on performance with software product in previous roles.

Performed usability testing. Simplified technical content and developed installation and operating manuals.

ACT-1 CORPORATION, RALEIGH, NC contracting role with IBM
WEB AUTHOR AND INFORMATION DEVELOPER 2004-2005
Reduced technical issue call times and boosted first-call resolution rate. Partnered with product development to resolve reoccurring issues and improve overall product quality.

Helped end multimillion-dollar lawsuit threat. Tested, tried, and eventually solved ongoing Windows operating system integration issues.

WEB AUTHOR AND TECHNICAL WRITER 2003-2004
Wrote technical troubleshooting documents and collaborated with internal teams to enhance website user experience and customer satisfaction.