Product Content Manager II

• Dec 2019 - Present

📃 Documentation | Technical Writing • Develop, update, and maintain user documentation, providing clear instructions and explanations for users of different technical abilities •Create documentation on Panopto's integrations with multiple LMS (Blackboard, Blackboard Ultra, Canvas, Moodle, D2L Brightspace), recording tools (Teams, Cisco Webex, Zoom), as well as for collaboration and customer relationship platforms (Slack, Salesforce) •Audit and ensure the accessibility and accuracy of the Support article database •Collaborate with application support, development engineers, customer success advocates, and cross-functional teams to ensure the documentation's accuracy and relevance •Administer the Support.Panopto.com documentation site, ensuring a user-friendly experience •Created, and now manage, the dedicated Support article site for the Panopto Express product using the Helpjuice knowledge base: https://panoptoexpress.helpjuice.com/ 🎥 Training & Documentation Team Contributions •Contribute approximately six tutorial videos per year to support the Training team at Panopto •Moderate Panopto's customer community forum, overseeing member approvals, answering questions, and creating Support tickets when necessary •Facilitate knowledge sharing and user interaction through the Community.Panopto.com platform 🔍 Additional Involvement: •Actively participate in the UX string approval process, ensuring consistency and clarity between product language and documentation •Collaborate with the UX team to deliver concise and user-friendly language in Panopto's products •Review and approve public-facing language in the Root Cause Analyses (RCAs) that are posted when an outage occurs Show less

Business Communications Associate

• Sep 2015 - Dec 2019

✍🏻Business Communications | Technical Writing •Assisted the Director of the INI (Information Networking Institute) with official communications, delivering effective and engaging content.•Developed educational and technical materials and presentations for diverse audiences, including curricula-related content for print and web formats (e.g., student handbooks, curriculum sheets), letters and official correspondence, news articles, speeches, briefings, annual reports, workshop materials, surveys, grant proposals, and reports.•Collaborated with various stakeholders to gather information and ensure accurate and compelling content in alignment with organizational goals.•Ensured clarity, consistency, and adherence to brand guidelines in all written materials produced.•Conducted thorough research on relevant topics to inform the creation of informative and persuasive content.•Demonstrated excellent time management skills while balancing multiple projects and meeting tight deadlines. 📚 Participated in Community Training •Completed SafeZone training, contributing to the creation of a safe and supportive community for LGBTQ+ students, faculty, and staff.•Participated in BiasBusters@CMU training, equipping myself to address unconscious bias and promote inclusivity within the campus community.•Attended Green Dot Bystander Intervention training, actively working to reduce incidents of power-based violence through proactive intervention techniques.•Completed Mental Health First Aid-USA training, acquiring the ability to identify, understand, and respond effectively to signs of mental illnesses and substance use disorders. Show less

Assistant to the Upperclass and Greek Housefellows

• Jul 2013 - Sep 2015

•Provided comprehensive administrative support to the Student Life Office, directly assisting the Director for Upperclass and Greek Houses and six Housefellows/Coordinators of Student Life.•Coordinated and maintained appointment calendars, ensuring efficient scheduling for the team and external stakeholders.•Served as a primary point of contact, offering detailed information to students, faculty, staff, and the public regarding residence life and fraternity and sorority life.•Facilitated logistics for meetings, conferences, travel arrangements, and retreats, ensuring smooth operations and seamless execution.•Drafted, edited, and proofread correspondence, maintaining consistent quality and professionalism in all written communications.•Managed administrative tasks, including work allocation to student staff, statistical report compilation, and graphic design support.•Acted as a liaison with various campus departments, fostering effective collaboration and communication.•Oversaw the university community standards process, ensuring confidentiality in handling reports and data, and coordinating judicial board hearing logistics.•Provided secondary financial support, assisting in running monthly financial reports for the entire office and Greek organizations.•Contributed to the success of fraternity and sorority programs, as well as campus educational and social events, playing a key role in event planning and execution. Show less

Client Services Manager, Client Services Associate

• Oct 2010 - Jul 2013

The Midwife Center is a non-profit OBGYN organization in the Strip District neighborhood of Pittsburgh. My primary responsibility was to assist the medical and administrative staff with day-to-day needs as well as work with patients in order to ensure the highest quality of care was provided throughout their well-woman care. After 2 years and 4 months of working as a Client Services Associate, I was promoted to Client Services Manager in December 2012. In this position, I worked with the upper Administrative staff members in order to ensure the continued success and maintenance of The Midwife Center. I managed three Client Services Associates while working on a variety of extensive office projects and assisted staff members in their day-to-day needs. I was responsible for maintaining client information, answering all incoming emails to the Center's main information address and ensuring that day-to-day office operations ran in a smooth manner. Show less

Front Office Assistant

• Jan 2010 - Oct 2010

Mortgage Credit Processor (Temporary Worker)

• Sep 2009 - Jan 2010

Broadcast Studio Student Assistant

• Aug 2008 - May 2009

•Filmed campus and community events; edited news clips; produced a final copy of work. •Assisted broadcast and film students with media projects; trained students in use of equipment•Organized studio equipment and scheduled usage for maximum efficiency.

Summer Staff- Office of the Dean, Chatham College for Women

• Jul 2008 - Aug 2008

•Acted as an assistant in the Dean's office•Created confidential documents; managed documents (sort, categorize, file). •Managed and screened incoming telephone calls

Howe-Childs Gate House Associate

• Aug 2007 - Jun 2008

•Assisted in the management of a bed and breakfast affiliated with Chatham University. •Handled all calls coming into the general University phone line; answered inquiries regarding campus life•Transferred calls to members of the Chatham University community.

Newsroom Intern

• Aug 2008 - Dec 2008

•Worked on assignment with reporters and photographers covering Pittsburgh area news •Managed the News Desk; handled news hotline. •Analyzed news coverage by competing stations to improve station coverage •Worked on assignment with reporters and photographers covering Pittsburgh area news •Managed the News Desk; handled news hotline. •Analyzed news coverage by competing stations to improve station coverage

News Intern

• Jun 2006 - Aug 2006

•Researched news topics; wrote feature and local interest articles. •Reported on local news stories •Shot photographs to accompany feature and front-page articles. •Assisted with News Office work flow; participated in editorial staff meetings. •Researched news topics; wrote feature and local interest articles. •Reported on local news stories •Shot photographs to accompany feature and front-page articles. •Assisted with News Office work flow; participated in editorial staff meetings.