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Skills

  • Creating clear, concise, and organized documentation
  • Supervision
  • API documentation and developer guides
  • Testing and maintenance
  • MS Office
  • ASP
  • Organization
  • Document accessibility optimization
  • Portable code writer
  • Virtualization technologies

Work Experiences

  • Led the HubSpot development initiative as Subject Matter Expert and primary point-of-contact for project management staff.
  • Was in charge of a team of 5 developers and business analysts working on a $11-million project to develop a new standard system.
  • Conducted 8 training sessions for cross-functional teams to enhance their understanding of new product features, increasing productivity by 19%.
  • Worked with network engineering staff to assess hardware and software requirements for the development of a new system.
  • Put troubleshooting methods to the test, came up with creative solutions, and documented them for use by the support team.
  • Achieved a 79% reduction in high-priority support tickets.
  • Assisted in deployment of program.
  • Built out the technical writing team from scratch, ultimately managing 11 writers who delivered product documentation for 2 major releases.
  • Adhered to Miscellaneous regulatory requirements.
  • Wrote detailed reports 6 months on project specifications updates, progress, identified conflicts, and team activities.

Summaries

  • Created resources to reduce third-party integration issues by 84%.
  • Content-driven leader with hands-on experience.
  • Consistently delivered documentation for improved market readiness.
  • Accelerated product feature understanding.
  • Conducted regular auditing and iterative updates.
  • Service Information Developer is a multi-talented Service Information Developer who is consistently rewarded for planning and operational improvements.
  • Created accessible user materials.
  • Created easily maintainable and searchable documentation.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Accomplished in driving content strategy across multiple teams, identifying documentation gaps, and generating 13 new knowledge base articles. Helped enhance customer satisfaction by 77% through improved user manuals.

Accomplishments

  • Designed and maintained integration guides for third-party APIs, improving deployment success rates by 56%.
  • Revised security documentation ensuring compliance with Miscellaneous standards, enabling successful certification by PMP.
  • Translated intricate technical details into clear manuals and FAQs, improving product usability for 7 global users.
  • Improved documentation tracking and version control processes, reducing multiple version-related errors during the documentation lifecycle for QuickBooks.
  • Reviewed and updated legacy documentation for SAP ensuring compliance with Miscellaneous evolving security standards.
  • Spearheaded the development of a centralized documentation repository, improving cross-departmental access to technical materials by 57%.
  • Took ownership of the complete documentation lifecycle for Salesforce, reducing user queries by 62% post-launch.
  • Designed and structured system architecture documentation for scalability in Salesforce, improving development workflows by 18%.
  • Created interactive tutorials and multimedia documentation for ServiceNow, contributing to a 70% increase in product adoption rates globally.
  • Monitored content performance and applied data-driven adjustments, leading to a 69% increase in documentation engagement.

Affiliations

  • User Experience Professionals Association (UXPA)
  • Project Management Institute
  • Association for Information and Image Management (AIIM)
  • Information Architecture Meetups
  • Freemason
  • Society for Technical Communication (STC)
  • Interaction Design Foundation Member
  • Jaycees
  • API Documentation Developers LinkedIn Group
  • Scrum.org Certified Scrum Product Owner (CSPO)

Certifications

  • Content Management Professional (CMP) Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Technical Writer (CTW) by Northwind
  • Certified Business Analysis Professional (CBAP)
  • Atlassian Certified Confluence Administrator
  • Adobe Certified Professional in Technical Communication Suite
  • CompTIA Network+
  • Certified Professional in Accessibility Core Competencies (CPACC)
  • Acrolinx Certified Content Manager

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