Lead a team of technical writers to improve SOP documentation across all business teams through in-depth document reviews and editing to better match brand guidelines, tone, and accessibility.

Lead writing review sessions and workshops to facilitate team cohesion and skill growth.

Facilitated workflow transition from Pages to Microsoft Word to enable universal document access and editing, which reduced review time by 50% and improved team efficiency.

Implemented a software sandbox environment with the QA team, which allowed our team to gather information more efficiently, improve productivity, and improve clarity within documents.

Authored standard operating procedure documentation for Toptracer software and hardware installations, and verified accuracy and readability through concentrated user research.

Created and maintained user guides, requirements, user stories, release notes, technical design documentation, and content policy documentation for multiple projects.

Utilized tools such as Microsoft Office, Sharepoint, Confluence, and JIRA.

Gathered product requirements from Product teams and collaborated with UX to ensure copy consistency across high fidelity prototypes.

Cross-trained with Product Managers to prioritize tasks for different product lines and provided weekly reports to Directors on product development status.

Performed market analysis to improve content offerings for digital media platforms and provided communication with internal and external stakeholders on content viability, deliverability, and support ticket status.

Assisted with Quality Assurance and User Acceptance Testing for products.

Developed skills in diverse areas such as project management, market analysis, and stakeholder communication.

Wrote and edited technical help articles for end users of Cart.com’s e-commerce platform using Zendesk and Confluence.

Performed knowledge base analysis of over 400 articles, identified frequently used articles, and created and executed an update action plan within 6 months.

Created document templates and updated existing documentation to match new templates.

Worked with subject matter experts to write new help articles for newly released features.

Reviewed and edited public facing API documentation with the software development team.

Gathered Requirements and built project plans and quotes using Salesforce and Microsoft Project for hardware procurement and installation for sites in the United States and Canada.

Created project and process documentation for internal teams using Confluence.

Created client facing troubleshooting documentation and user manuals for digital signage systems.

Coordinated shipments, vendors, and installations of digital signage systems throughout the United States and Canada.