Resume
Technical Content Manager | Sr. Technical Writer
Technical Writer and Content Manager with over 20 years of experience developing and managing user-focused product documentation. Proven ability to strategize content delivery, enhance workflows, and incorporate new technologies to drive user engagement and comprehension. Committed to ensuring all content is accurate, relevant, and aligned with user needs and organizational goals.
Download Resume (.docx)Work Experience
- Technical Content Manager, Cigna, Remote, 11/2023 - Present
- Senior Technical Writer, Beyond Identity (a SaaS company), New York NY, Remote, 12/2022 – 08/2023
- Content Designer, Contractor, Expedia Group/Braintrust, Seattle WA, Remote, 05/2022 – 11/2022
- Senior Technical Writer, Keyavi Data (a SaaS company), Durango CO, Remote, 10/2021 – 03/2022
- Technical Writer, Contractor, Microsoft (a PaaS company), Redmond WA, Remote, 05/2020 – 10/2021
- Freelance Technical Writer, PSCM Designs LLC, Redmond WA, Remote, 07/2019 – 06/2021
- Technical Writer II, LivePerson (a SaaS company), Seattle WA, 03/2019 – 06/2019
- Technical Writer II, Microsoft (a PaaS company), Redmond WA, 01/2018 – 01/2019
- Technical Writer, Contractor, Oculus, Redmond WA, 07/2017 – 12/2017
- Software Technical Writer, GE Healthcare (a SaaS company), Seattle WA, 08/2016 – 05/2017
- Technical Writer II, Amazon, Seattle WA, 09/2015 – 07/2016
- Technical Writer, Contractor, Charter Communications, Denver CO, 03/2015 – 09/2015
- Technical Writer, Contractor, SolidFire (a PaaS company), Boulder CO, 01/2014 - 10/2014
- Technical Writer, Contractor, Sybase/SAP (a PaaS company), Broomfield CO, 12/2012 - 12/2013
- Technical Writer, Contractor, Level 3 Communications (a PaaS company), Broomfield CO, 08/2011 - 07/2012
- Technical Writer, Contractor, ESM (a SaaS company), Littleton CO, 10/2010 - 08/2011
- Technical Writer, Contractor, Pillar Data (a PaaS company), Longmont CO, 03/2010 - 10/2010
- Technical Writer, Contractor, Covidien (now Medtronics), Boulder CO, 12/2009 - 01/2010
Content Development and Management
Conducted content audits and analyses that led to a 30% increase in content accessibility for Beyond Identity’s CIAM developers and Keyavi Data’s system administrators.
Built Docusaurus-based doc sites for Beyond Identity’s CIAM developers and Keyavi Data’s system administrators, enhancing content management and accessibility through CI/CD.
Wrote and edited UX microcopy and UI strings for Microsoft, applying data-driven decisions from content audits.
Developed tailored MadCap Flare authoring environments, optimizing technical documentation creation and management by approximately 30% for GE Healthcare and Amazon.
Maximized content reuse and reduced content creation costs through efficient documentation strategies for Beyond Identity, Keyavi, Microsoft, GE Healthcare, Amazon, and Charter Communications.
Technical Writing and Documentation
Optimized the Azure VMware Solution learning and support documentation at Microsoft, reducing the implementation time by an astonishing 60%.
Adopted a user-centric approach by understanding end-user needs, leading to a 30% increase in customer satisfaction with documentation.
Wrote in-platform UI microcopy and online help product documentation for Keyavi and Microsoft.
Rewrote a decades-old installation and upgrade guide for GE Healthcare’s electronic medical records platform, minimizing installation time and support calls by about 50% and improving the customer experience.
Designed and implemented key JavaScript components for a Docusaurus 2.x site. Components include a feedback system, vBrick video gallery, and FlippingCard tips interface. Improved navigation through strategic placement of timestamps and edit links, while optimizing the Tabs component with a vertical layout for better readability.
Developed and implemented the Smart Search Plugin for Docusaurus 2.x, enhancing search functionality through a metadata-driven approach, resulting in targeted and efficient search capabilities that improved user experience and accessibility for documentation.
Collaboration with Cross-Functional Teams
Collaborated with product designers, engineers, customers, and support to create and update end-user documentation for companies like Beyond Identity, Keyavi, Microsoft, GE Healthcare, LivePerson, and Charter Communications.
Worked with Azure Dedicated engineering, UX Research teams, and Windows networking core teams at Microsoft.
Reviewed and copy-edited network hardware content for FIPS programs for Extreme Networks.
Collaborated with video-on-demand and networking engineers to write standard procedures for Charter Communications, reducing the time to provision or troubleshoot servers in the data center by about 20%.
Automation and Process Improvement
Automated API content publishing using shell scripts for Extreme Networks, reducing the time to curate the API or SDK documentation by approximately 40%.
Assisted networking engineers at Charter Communications in crafting Python scripts to automate updates across colocations, streamlining processes, and ensuring optimal performance.
Streamlined weekly team status reports, reducing compilation time by over 50% at Amazon.
Coordinated the update of the Enterprise DevOps support space on Confluence for better navigation and self-service support.
Skills
Technical Writing (28 yrs)
Content Strategy (13 yrs)
Information Architecture (14 yrs)
Instructional Design (4 yrs)
Markdown (13 yrs)
HTML/CSS (24 yrs)
DITA/XML (4 yrs)
Figma (3 yr)
Accessibility Concepts (1 yr)
Git/GitHub (10 yrs)
NodeJS/React (3 yrs)
JavaScript (3 yrs)
Docusaurus (4 yrs)
MadCap Flare (8 yrs)
oXygen (2 yrs)
Docs-as-Code/JAMstack (5 yrs)
Postman (2 yrs)
Python (2 yrs)
Visual Studio (10 yrs)
Jira/Azure DevOps (13 yrs)
Slack (8 yrs)
Confluence (8 yrs)
Notion (2 yrs)
SaaS (2 yrs)
ChatGPT/Bard/AI Prompt Writing (1 yr)
Adobe InDesign/PageMaker (24 yrs)
Adobe Premiere (2 yrs)
Adobe Framemaker (4 yrs)
SnagIt (13 yrs)
Documentation frameworks
Around 2015, I began using Markdown as the primary format for content, primarily in Confluence and other wiki platforms. In 2018, I started using static-site generators like Jekyll, Hugo, Gatsby, Docusaurus, and DocFX as my primary authoring environment. So far, my favorite has been Docusaurus. Although I like DocFX, it's a bit more complicated to set up.
| Framework | Platform | Role | Company |
|---|---|---|---|
| Docs-as-code/JAMstack | Docusaurus | Author/Contributor Information Architect Lead Developer | Cigna (2023-Present) Beyond Identity (2022-2023) Keyavi Data (2021-2022) A Tech Startup (2020) |
| Docs-as-code/JAMstack | DocFx | Author/Contributor | Microsoft (2018, 2020-2021, 2022) |
| Docs-as-code/JAMstack | Jekyll | Author/Contributor | LivePerson (2019) |
| DITA/XML | oXygen | Author/Contributor | Extreme Networks (2020-2021) Sybase/SAP (2012-2013) |
| DITA/XML | Arbortext | Author/Contributor | Pillar Data (2010) Ericsson (2008) |
| DITA/XML | Structured Framemaker | Author/Contributor Information Architect | Covidien/Medtronic (2009-2010) LSI Logic (2008-2009) |
| HTML/CSS | MacCap Flare | Author/Contributor Information Architect Certified Trainer | GE Healthcare (2016-2017) Amazon (2015-2016) SolidFire (2014) Level 3 Communications (2011-2012) ESM (2010-2011) |
| HTML/CSS | Robohelp | Author/Contributor Information Architect | P2 Energy Solutions (2007-2008) |
Education
Bachelor's in Health Science
Environmental Health and Public Health
Kaplan University - Remote
October 2010 to May 2012
Associate's of Applied Science
Computer Science and Information Technology
Denver Technical College, a division of DeVry University - Denver, CO
February 1999 to April 2001
Courses
Conversation Design for Chatbots
UX Content Collective - Remote
June 2023 - Present
Conversation Design
Prompt Designer for Conversational AI
Conversation Design Institute - Remote
May 2023 - Present
Voice over acting
Such A Voice - Remote
Coach: Jan Haley-Soule
March 2019 - March 2020