Resume

Established and implemented a robust documentation structure, including style guides, templates, and review processes, to streamline content creation and ensure consistency and quality.

Designed a client-facing knowledge base, crafting icons and web page layouts to enhance user navigation and accessibility.

Transferred and transformed existing documentation to create new and updated user-focused help articles.

Collaborated with cross-functional teams, including product management and development, to understand and document new system functionalities and features.

Led and executed rebranding efforts for 400+ CyberGrants help articles and a help center interface to promote cohesive branding.

Incorporated multimedia content such as videos and GIFs, catering to different learning styles and enhancing the overall user experience.

Worked alongside SMEs, product managers, and stakeholders to understand and test new system functionality and create supporting materials.

Collaborated with the Client Support team to reduce ticketing volume with documentation creation and management.

Worked alongside SMEs, product managers, and stakeholders to understand and test new system functionality and create supporting materials.

Collaborated with the Client Support team to reduce ticketing volume with documentation creation and management.

Spearheaded efforts to establish documentation processes and quality standards for CyberGrants' Corporate Social Responsibility products for the first time in 20+ years.

Conducted content audits on existing documentation, identifying and rectifying outdated or inaccurate information to enhance the overall quality and reliability of resources.

Launched a new product release structure, tripling client engagement.

Identified opportunities to enhance documentation security and organization.

Created and managed release notes and feature announcements, as well as accompanying help articles.

Designed a clear and user-friendly help center interface to host articles and additional resources for clients.

Served as one of nine technical writers responsible for documenting technical functionality and specifications for 1600+ employees worldwide.

Produced, maintained, and improved internal and client-facing help topics and subsystem guides aimed at assisting developers and clients across 86 project sites in 9 countries.

Collaborated closely with cross-functional development, training, and security teams to identify client and end-user needs.

Configured and maintained the front end of an in-house learning platform, working closely with trainers worldwide and consulting with the subsystem's lead developer.

Contributed to the development of various media, including diagrams, videos, graphics, system simulations, and content templates.

Designed, developed, maintained, and delivered job-specific training materials for 200+ Connecticut Department of Revenue employees with diverse technical literacy levels during the first phase of a multi-year legacy system modernization initiative.

Implemented and upheld established style guidelines, setting the foundation on site for high-quality, user-friendly documentation and reinforcing the company's reputation for reliable and accessible software.

Transformed in-person training materials to remote resources that trainers could use when training other employees about system navigation, processing, etc.

Translated complex system functionality to diagrams for business processes across eight tax types to ensure end-users were supported and successful in learning new system workflows and functionality.