Sole resource responsible for delivery of all English-language Microsoft 365 (Office) product release notes on one of the world's most popular software platforms. Provide millions of users with timely, accurate, and consistent communication.
Vet bugs & new features. Run queries in ADO to locate bugs & new features. Restrict release to unpublished items.
Elevate content quality and brand consistency. Enforce Microsoft's stringent style guidelines across all release note content to enhance user trust and understanding.
Docs-as-code. Write in Visual Studio Code, check using Acrolinx, and manage version control in GitHub.
Technical Writer, Collins Aerospace May 2024–Present
Sole MRO GAINS department technical writing resource. Partnered with leadership to align content strategy with business goals.
Established content development processes. Set up new document request process & content delivery deadlines.
Ensured regulatory compliance by creating documentation that conformed to the exacting specifications of FAA regulations, mitigating legal and operational risks.
Met regulatory requirements. Conformed to exacting specifications of FAA regulations.
Mitigated risk. Brought site-wide awareness to an issue with the potential to cause up to $5000 worth of damage to each unit. Contributed to drastic increase in unit inspection pass rates.
Technical Writer, LendingClub Sept 2021–Aug 2023
Member of PMO Content team. Authored online product help & release notes for web-based/mobile products, authored/edited company procedures & policies. Owned ongoing monthly documentation review process. Admitted to mentorship program for future leaders.
Documented internal policies & procedures. Authored process documents for internal CS & banking/finance teams.
Solved team pain point. Voluntarily took ownership of sprint-based product help updates for flagship product, eliminating a significant ramp-up period in which a new writer assumed project responsibility for each new release.
Awarded “Ops Props” by SVP & General Mgr., Operations. Simplified monthly document approval process for 850+ documents, saving the company 15 hours of Director/VP-level employee time monthly (ongoing).
Technical Writer, Microsoft Sept 2021–Jan 2022
Sole Technical Writer responsible for all global English-language end-user & admin content for Microsoft Yammer SaaS product.
Rearchitected customer-facing online knowledge base to improve usability.
Surveyed existing documentation and resolved gaps in knowledge.
Authored content in Visual Studio Code and proprietary Microsoft CMS.
Managed version control using GitHub.
Technical Writer, Kiewit March‒Aug 2020
Sole writer responsible for all documentation deliverables. Authored XML-based end-user product help, Sys Admin guides, & training materials for enterprise SaaS data collection products.
Defined content strategy & established delivery processes for new team.
Translated Jira user stories into clear & concise user-focused technical content.
Achieved 100% on-time delivery of product documentation each release cycle.
Provided UX feedback to solve a navigation problem on the mobile app.
Captured team processes as intuitive workflows in Visio.
Technical Writer, CenturyLink April 2017‒April 2019
Authored XML-based end-user online help for an enterprise customer internet-provisioning portal, a CDN portal, & numerous cybersecurity products. Tasked with developing new documentation branding post-merger.
Edited 300+ topic help system & reduced content size by 30%.
Partnered with development team to author internal API wiki & REST API reference guide for external developers.
Worked with UX team to author onscreen texts & error messages.
Mentored new writers & allocated tasks for collaborative documentation projects.
Defined post-merger strategy for updating document content & branding.
Technical Writer, Pason Systems Feb 2009–June 2016
Authored XML-based end-user product help for an enterprise data collection/analysis software suite and numerous hardware products. Acted as de facto team lead and “go-to guy” for grammar questions & writing solutions.
Implemented 5 versions’ worth of updates to online help for flagship software suite.
Mentored writers and led team transition to new content development platform.
Coached junior writers, allocated writing tasks, & reviewed deliverables for accuracy/consistency prior to publication.
Authored all onscreen texts & error messages for EDR & ESR products.
Implemented feedback from field techs to improve installation procedures.
Documentation Specialist, Fekete Associates June 2011–Dec 2012
Authored highly technical reference content for oilfield reservoir engineers. Documented procedures & UI features for complex data collection/analysis software suite.
Edited scientific studies written by PhDs & incorporated the content into the help system.
Rearchitected customer-facing online knowledge base to make information easier to find & use.
Evangelized technical writing to (often very skeptical) stakeholders.
Technical Writer, CyberLink 2002–2006 (Taipei)
Authored/edited customer-facing manuals & online help for multimedia software.
Reviewed peer’s deliverables & edited for clarity.
Created software video tutorials and other training materials.
Created sample video/audio/graphics files for inclusion in software tutorials.
