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Skills

  • Content management systems (CMS)
  • Collaborating with Quality Assurance
  • Organization
  • Infographic design
  • Onboarding documentation
  • First Aid/CPR
  • Online help system development
  • Multilingual documentation
  • Industry standards compliance
  • MS Office

Work Experiences

  • Created a well-organized FAQ for ServiceNow.
  • Achieved a 18% decrease in time-to-issue-resolution.
  • Collaborated with Quality Assurance teams to document test cases, ensuring proper coverage of Power BI functionality and reducing bug escalations by 20%.
  • Contributed to a 52% increase in time efficiency for data scientists.
  • Collaborated with marketing teams to align technical content with branding guidelines, increasing overall converged user engagement by 45%.
  • Contributed detailed release notes for ServiceNow, distributed to global teams, leading to a 26% increase in adoption rate post-update.
  • Had an excellent attendance record and was always on time for work.
  • Answered 7 calls per two years to help customers with their questions and concerns.
  • Authored comprehensive user guides and installation manuals for Adobe Creative Suite, resulting in a 25% decrease in customer support inquiries.
  • Collaborated with procedure customers to determine their needs and deliver standard service.

Summaries

  • Clear understanding of stakeholder engagement and team leadership as well as performance reporting training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Created end-user documentation.
  • Created detailed technical documentation in 2024.
  • Strengths in strategic planning and process improvement backed up by Publishing training.
  • Technical Author is a multi-talented Technical Author who is consistently rewarded for planning and operational improvements.
  • Consistently improves user adoption rates by 40%.
  • Aided 4 team members in improving writing skills.
  • Collaborative Technical Author known for working with SMEs to transform complex jargon into clear, meaningful insights for end-users. Reduced customer inquiries by 57% through effective documentation.
  • Achieved a 77% reduction in errors.

Accomplishments

  • Translated technical material into Spanish, supporting global deployment and reducing localization costs by $7.
  • Managed 6 document repositories, ensuring up-to-date content and maintaining compliance with technical standards.
  • Worked alongside product teams to write risk assessments documentation, helping achieve regulatory compliance and reducing risks.
  • Implemented content version control system, improving documentation accuracy and minimizing errors by 38%.
  • Collaborated with cross-functional teams to produce step-by-step installation guides, increasing product adoption by 31%.
  • Developed automated templates for technical reviews, saving 17 hours weekly in manual workflows.
  • Resolved product issue through consumer testing.
  • Authored and regularly maintained product FAQs, reducing customer support tickets by 76%.
  • Managed the documentation of security protocols, ensuring accurate and updated information for compliance purposes.
  • Reviewed and edited external partner documentation for technical accuracy, reducing implementation errors by 62%.

Affiliations

  • Write the Docs
  • Content Strategy Alliance (CSA)
  • International Game Developers Association (IGDA) - Writers' Special Interest Group
  • Society of Human Resource Management
  • UXPA (User Experience Professionals Association)
  • Translators Without Borders
  • Freelancers Union
  • International Association of Administrative Professionals
  • Association of Information Technology Professionals
  • Association for Computing Machinery (ACM)

Certifications

  • Certified Authoring and Publishing Specialist (CAPS)
  • Certified Public Accountant (CPA)
  • Certification in Simplified Technical English (ASD-STE100)
  • MadCap Flare Authoring Certification
  • ISTC (Institute of Scientific and Technical Communicators) Fellowship
  • Certification in Content Development for SaaS Platforms from Meridian
  • Markdown Mastery Certificate from Microsoft Excel
  • Microsoft Certified: Azure Fundamentals
  • Certified Documentation Professional (CDP) from method
  • Certified Business Analysis Professional (CBAP)

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