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Skills

  • SAP crystal records
  • Planning and coordination
  • Inventory management
  • First Aid/CPR
  • Insurance billing
  • Operational improvement
  • Coding literacy for comprehension and clarity
  • Project organization
  • Author-It use
  • Error reduction in multilingual content

Work Experiences

  • Created and updated platform-specific documentation, such as operations manuals, engagement model documentation, and training materials and collateral.
  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.
  • Aligned documentation with agile cycles.
  • Developed a reputation for punctuality and hard work.
  • Working with team members and customers to find workable solutions improved operations.
  • Wrote user interface text, online help, and developer guides that were simple to understand.
  • Authored over 10 whitepapers that influenced key decision-makers, contributing to an increase in product adoption by 60%.
  • Kept my category knowledge up to date by doing strategic planning and process improvement.
  • Collaborated with cross-functional teams to create consistent style guides, driving a 23% decrease in support tickets through improved clarity.
  • Aligned all technical writing outputs.

Summaries

  • Ability to recognize process issues and integrate framework solutions to achieve process.
  • Proven track record of motivating launched to achieve team, individual, and management goals.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Dedicated to accurate and thorough writing.
  • Expert in program with a strong aptitude for automated and optimized.
  • Achieved a 65% reduction in training times.
  • Achieved a 17% decrease in support tickets.
  • Achieved a 31% improvement in product usability.
  • Successful in creating and implementing one-of-a-kind and practical graphics.
  • Achieved major process improvements by streamlining technical content workflows, resulting in a 79% reduction in content development timeframes.

Accomplishments

  • Championed the creation of a searchable documentation portal, enhancing information accessibility and reducing average user search time by 19%.
  • Worked on customer interviews and usage data to revolutionize documentation processes, resulting in a 60% increase in user engagement with technical manuals.
  • Collaborated with legal and compliance teams to create regulatory-compliant documentation for Computers Software, reducing non-compliance incidents by 67%.
  • Simplified and restructured developer documentation, providing clearer guidance to engineers and increasing internal documentation usage by 53%.
  • Worked with the product management team to prioritize critical documentation updates, leading to a 62% improvement in overall customer satisfaction.
  • Developed and implemented style guides and standards that improved documentation consistency across 18 product lines in 2015.
  • Led a cross-regional team in the development of multilingual technical documentation, allowing the product to expand into 7 new markets.
  • Improved reader experience by incorporating visuals and diagrams into technical guides, increasing user understanding and reducing customer service requests by 26%.
  • Led a cross-functional team of 13 writers and subject matter experts in developing and maintaining a customer-centric knowledge base, reducing support inquiries by 53%.
  • Collaborated with subject matter experts to convert complex technical concepts into user-friendly knowledge articles, reducing support resolution times by 78%.

Affiliations

  • Leader of a monthly Technical Writing Collaboration Group to foster knowledge-sharing on continuous improvement in technical content creation.
  • Completed certification through the MadCap Advanced User Program to deepen expertise in content creation tools like MadCap Flare.
  • Member of the International Society for Performance Improvement (ISPI), specialized in process efficiencies and best practices for documentation workflows.
  • Certified member of the International Association of Business Communicators (IABC) specializing in technical communication and stakeholder engagement.
  • Active participant in the WritersUA Conference for Software User Assistance for continuing education on user manuals and user assistance design.
  • Certified in UX Writing through initiative, with an emphasis on aligning technical documentation with UI/UX principles.
  • Obtained Lean in Information Mapping to ensure clarity and readability in procedural and product-focused communications.
  • Active member in the User Experience Professionals Association (UXPA) with a focus on integrating usability testing insights into technical writing.
  • Participant in the Localization World Conference, focusing on translation and localization strategies for global audience technical documentation.
  • Member of the Society for Technical Communication (STC) with a focus on user-centered design and cross-channel documentation strategies.

Certifications

  • Association for Project Management (APM)
  • Microsoft Certified Systems Engineer (MCSE)
  • Usability and User Experience - Beacon Labs
  • Lean Six Sigma Green Belt, 2021, Meridian
  • ServSafe
  • Atlassian Jira Certification – 2017
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Office Specialist (MOS)
  • ISTQB Certified Tester Foundation Level (CTFL) 2021
  • Certified Public Accountant (CPA)

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