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Skills

  • Troubleshooting and debugging
  • Usability testing
  • Technical analysis
  • Technical writing
  • Team building
  • Flash and ActionScript
  • Content Editing & Proofreading
  • Project organization
  • Communications
  • Customer service

Work Experiences

  • Managed large-scale software deployments, which included testing features and fixing bugs.
  • Authored and maintained release notes for Jira, ensuring customers were informed of updates, bug fixes, and new features in real-time.
  • Aligned cross-departmental input.
  • Helped plan software and system testing efforts for procedure and process.
  • Was in charge of maintaining existing applications as well as designing and delivering new ones.
  • Created object-oriented software, such as Jira for Miscellaneous.
  • Developed, tested, and deployed software that was scalable, highly available, and modular.
  • Checked the functionality of company products such as Workday and Asana.
  • Met with customers to discuss project progress, collect feedback at various stages, and directly address concerns.
  • Inter-communicating between ServiceNow and Salesforce allowed me to monitor and update back-end data.

Summaries

  • Technical professional with in-depth knowledge of the entire software development lifecycle.
  • Information Developer is a multi-talented Information Developer who is consistently rewarded for planning and operational improvements.
  • Achieved 34% improvements in editorial accuracy.
  • Excellent HTML, JavaScript, and Python skills were demonstrated.
  • Advanced skills in API and software release documentation.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Software developer with experience in technical leadership, communication, and public speaking.
  • Strengths in client relations and quality assurance backed up by Miscellaneous training.
  • Information Developer with 10 years of successful cross-functional collaboration and budget management experience.
  • Accomplished Information Developer with a background in troubleshooting guide development and support content creation, reducing escalated tickets by 70% through clear, precise instruction sets.

Accomplishments

  • Conducted in-depth research on user behavior and improved documentation based on insights, resulting in a 28% increase in product usage.
  • Optimized regulatory compliance guides for operating in the Southeast and ensured all documentation adhered to procedure.
  • Implemented an automated workflow for documentation updates using Adobe Creative Suite, reducing manual intervention by 62%.
  • Designed and delivered a series of HTML/CSS-based templates, reducing content production time by 18% while improving visual consistency.
  • Collaborated with developers and product teams to create system architecture diagrams, improving user onboarding by 57%.
  • Authored and edited API documentation using Salesforce, improving developer integration efficiency and cutting customer support requests by 84%.
  • Piloted a knowledge management initiative for cross-department training, reducing miscommunication between technical and non-technical teams by 18%.
  • Authored help documentation for 9 different product features, leading to 29% fewer training sessions and improved independent troubleshooting by users.
  • Initiated a cross-functional documentation review process, leading to a 40% reduction in technical inaccuracies across user guides.
  • Improved internal knowledge sharing by centralizing documentation on ServiceNow, leading to 48% faster access to critical development resources.

Affiliations

  • Content Strategy Forum (CSF)
  • Society of Human Resource Management
  • API Documentation Summit (APIDoc)
  • National Association of Social Workers
  • American Society of Safety Professionals
  • User Experience Professionals Association (UXPA)
  • Society for Technical Communication (STC)
  • Project Management Institute (PMI)
  • Women in Technology International (WITI)
  • Information Developers Foundation (IDF)

Certifications

  • Google Cloud Professional API Engineer Certification
  • DITA (Darwin Information Typing Architecture) Certification by Ironclad Systems
  • Content Management System (CMS) Specialist Certification
  • Certified ScrumMaster (CSM) by Scrum Alliance
  • Certified Continuous Documentation Specialist by procedure
  • Certified Business Analysis Professional (CBAP)
  • Certified Usability Analyst (CUA) by Human Factors International
  • Information Mapping Methodology Certification by Information Mapping, Inc.
  • Salesforce
  • Microsoft Certified: Azure Fundamentals by Microsoft

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