Technical Writer & MadCap Flare UX Designer; Aug 2021–present
Plan, deliver, and iterate documentation for multiple agile software platforms and audiences (Product, UX, Dev--both SiriusXM and automotive partners)
Collaborate with developers and product teams to produce quality SiriusXM Blueprints and publications for internal assets and automotive partners.
Edit & convert documentation into single-source DITA platform (MadCap Flare); apply best practices of organization, brevity, and other conventions of editorial input and oversight.
Direct technical documentation review process with engineers and designers.
Design and iterate charts, illustrations, and diagrams.
Self-educate on MadCap capabilities and apply knowledge to enhance interactability and appearance of SiriusXM online MadCap content.
Apply knowledge of copywriting, editing, MadCap Flare, CSS, Jira, Figma, MadCap Flare, Google Suite, HTML, XML, and Jama to design concise and accurate documentation.
Assist Research Teams by acting as an advocate for end users’ interests and comprehension.
Interview stakeholders and consumers, research industry standards, and present actionable findings to management.
Assist Product team with internal materials that communicate upcoming features as well as changes to established features.
Collaborate with subject matter experts to design and iterate 30+ Technical Feature Overviews for potential inclusion into SiriusXM Blueprints.
Maintain dialogue with UX and product teams in order to identify and document features that tend to create the most confusion.
Bridge the communication gap between UX and product team in order to prevent duplication of documentation efforts.
Contract Technical Writer, Nov 2019-Present
Developed, coordinated, and executed plan for delivery of monthly release notes for Ford Connectivity Team
Created and enforced Simplified Language Initiative throughout team’s API documentation for approximately 120 APIs and services; integrated with external teams’ content management systems
Interviewed internal and external consumers to understand and document their pain-points when using Ford APIs
Developed documentation plans for multiple APIs and teams based interviews with consumers and SMEs; identified key gaps and coordinated all writing efforts from SMEs; edited as necessary
Coached all teams on best practices of technical communication inInformational and Incident Advisories; led multiple learning sessions and followed up with teams as needed
Co-led team-wide sessions to specify and document key elements of team culture and operations; organized and documented all outcomes
Technical Writer, Copywriter, Content Writer, Editor; Aug 2014–Nov 2019
Created concise and clear documentation for a variety of application program interfaces (APIs), including, but not limited to:
Nexcess Client Portal
Nexcess Cloud
Nexcess data center emergency systems (internal)
Magento
Magento 2
WordPress
WooCommerce
ExpressionEngine
Collaborated with subject matter experts (SMEs) in system administration, development, network administration, and data center operations to deliver quality documentation for non-technical end users
Authored 30+ time-sensitive and legally nuanced Reason for Incident (RFI) reports detailing the causes and corrective actions for network outages for affected clients
Strengthened knowledge base appearance, organization, accuracy, readability ( docs.nexcess.net ):
Devised and enforced coherent style guide
Slashed unhelpful content and poorly implemented SEO bloat
Established and applied Simplified Language throughout
Collaborated with subject matter experts as necessary to produce effective, no-frills technical content
Renewed aging internal content management system with modern equivalent:
Reorganized and audited over 500 articles for relevance and accuracy
Educated all internal teams on best practices of new CMS (Confluence)
Eliminated or updated aging or redundant content
Educated all internal teams on best practices of customer service:
Wrote and taught core curriculum
Achieved 90% team member completion rate within 12 months
Refined course content by soliciting and applying feedback
Trained and coached other trainers on classroom technique
Technical Writer, Copywriter, Content Writer, Editor, Jul 2017–Present (Freelance)
Augmented entirety of pioneerserviceinc.com with customer-focused language; omitted clutters and needless words throughout
Authored quarterly feature in Modern Machine Shop (ghost writer) for company President & Owner Aneesa Muthana
Generated several engaging and effective presentations for inclusion into company President's keynote speaking events for outreach and recruiting
White Paper Author, Technical and Business Writer, February 2012 –April 2013 (Freelance)
Researched, drafted, and designed two 5000-word white papers: Architected Scrum and How to Get the Most Out of Your Outsourcing Solution
Researched and wrote over 120 500-word articles on various topics related to software design for online publication
Instructional Designer and Copy Editor, October 2008–April 2009 (Freelance)
Refined, re-organized, and edited 8,000-page instructional automotive text for Automotive Youth Educational Systems (AYES)