Industries

I’ve worked in telephony (servers), enterprise resource planning, data archiving, genomics and genetics, data science, social (SaaS), non-profit enablement (SaaS), cyber security (SaaS), and localization, and I am able to quickly get up to speed and write intelligently about complex technologies.

Focus

I’m focused on quality, agility, high performance, and ROI—both process and outcomes. I employ market research and analytics, and I approach knowledge management and documentation projects iteratively, as an Agile product manager. Collaborative and empathetic, I care about my reports. I observe, listen, mentor, coach, and facilitate in real-time, so that my reports can be their best.

Work Experience

I’ve implemented and refactored technical writing and training platforms (MadCap Flare, Help+Manual, Zendesk, WalkMe, Inline Manual, Confluence, Skilljar, Ingeniux) for several successful companies. I’ve written and edited thousands of “pages” of technical, UX, training, and marketing content for Fortune 100 corporations, SMBs, and shops comprising just a few engineers.

I was an earlier adopter of DITA-based help authoring tools, which rely on CSS and templates and facilitate topic-based authoring, single-sourcing, and reuse. More recently, I’ve been using SaaS knowledge platforms (help and LMS) to create responsive, tiered, multi-media networks of content that systematically cover the entire customer journey.

Goals

My overarching goals are the same, regardless of industry or product:

• Increase customer adoption and retention and reduce support debt.

• Create and manage cost-effective, easy to maintain, scalable, user-centric knowledge systems that are as simple as possible while also being cogent and comprehensive.

• Create intuitive, multi-tiered, hyperlinked knowledge architectures that cover the entire customer journey and enable users to easily navigate to or search for the information they need.

Please check out my portfolio for samples and LinkedIn for work history details and endorsements.