Experience

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  Jellyfish

  • Boston, Massachusetts, United States

  • Documentation Manager

    • Apr 2022 - Present
    • Boston, Massachusetts, United States

    SaaS Product Documentation Strategy:- Develop and manage comprehensive documentation plans that are strategically aligned with product roadmaps and feature releases, leveraging data analysis to measure impact and inform adjustments.- Define and refine documentation standards, templates, and best practices to maintain consistency across channels, utilizing data-driven insights to optimize content and processes.Technical Writing:- Oversee the creation of high-quality technical content, including user guides, API documentation, release notes, and troubleshooting guides, ensuring technical accuracy, clarity, and adherence to style guides.- Collaborate closely with product teams, subject matter experts, and stakeholders to gather and validate product information, employing data analysis to identify areas for improvement and tailor content to user needs.Knowledge Base Creation:- Designed and implemented a robust knowledge base system to centralize product information, leveraging data analytics to optimize content organization, discoverability, and retrieval.- Curate and organize content for easy access and discoverability, utilizing data-driven insights to refine taxonomies, metadata, and search functionality for efficient knowledge retrieval.AI Assistant Implementation:- Spearheaded the integration of an AI-powered assistant into the product documentation ecosystem, enhancing user experience and support capabilities.- Define conversational content strategies and oversee the training of the AI assistant, leveraging data analysis to continuously improve its performance and relevance.- Ensure accurate and relevant responses from AI assistants across different product areas, utilizing user feedback and analytics to refine the AI's knowledge base and conversational capabilities.​​​​​​​​​​​​​​​​

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  3Gtms, LLC.

  • United States
  • Truck Transportation
  • 100 - 200 Employee

  • Manager of Documentation and Help

    • Feb 2021 - Apr 2022

    Led and executed all aspects of customer-facing documentation and online help for rising software company. Instigator, champion, and owner of corporate strategy to advance and enhance the customer journey by transforming product documentation into a key enabler of customer success.•Initiated, designed, and implemented business strategy to innovate product documentation as a driver for customer success, loyalty, and growth. Modernized and energized both the vehicle and the approach of documentation by implementing a new single-source authoring and multi-channel publishing tool to deliver Help content (concepts, procedures, technical docs, explainer videos, release notes) to both internal and external audiences. •Improved the customer experience by restructuring and streamlining Help content; reduced the number of legacy Help topics by 26% (from 1,258 to 929) through consolidation while rewriting and reformatting the content with a focus on increasing the user's productivity and confidence with the software; added features such as search filtering, micro-content, and search results abstracts to reduce the number of clicks required to find the 'right' information. Turned usage analytics into improvements to Help content and behavior. •Designed and employed new cross-functional business processes and procedures that reduced story documentation effort by 60%.

  • Solution Developer

    • Aug 2018 - Feb 2021

    Built end-user product training programs to facilitate successful customer implementations. Created internal process and system documentation to improve customer implementation and support experiences. Produced customer-facing documentation to equip users to best leverage product’s capabilities.•Designed and developed suite of effective and well-received customer training programs including Planning & Optimization and Core Competency courses, train-the-trainer classes, fully customized curricula for select clients, and a catalog of online training videos.•Worked across Development and Services teams to craft internal process and system documentation that codified, standardized, and simplified the customer onboarding process.•Delivered a spectrum of documentation to arm users with the knowledge to realize and maximize the product’s value.

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  Self-Employed

  • Massachusetts

  • Technical Writer, Instructional Designer

    • 2004 - Aug 2018
    • Massachusetts

    Successfully demonstrated business and technical acumen to a diverse range of new and returning clients by providing a variety of mission-critical business analysis and reporting, process improvement, technical writing, instructional design, and training delivery solutions using proven industry methodologies. •Built suite of user-friendly analytical tools for invoice and payment reconciliation that meshed financial data from three separate sources into unified interface for industry-leading global maritime company. •Designed and developed all instructor-led and self-paced training and authored all reference documentation and business process mappings for sole logistics provider to the Department of Defense Freight Transportation Services (DFTS). •Conceived and constructed comprehensive training curriculum for implementation of TMW Transportation Management Software & Mobile Applications for major logistics company.•Analyzed financial and operational data to create innovative customer service training program for multinational telecommunications company that yielded 30% increase in customer satisfaction.

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  Information Quest, Inc.

  • Annandale VA

  • Founder/Owner

    • 2001 - 2004
    • Annandale VA

    Oversaw startup of consulting firm specializing in technical writing, instructional design, and business process improvement. Directed all aspects of business management and development. Client base included First Service Networks, BT Conferencing, American University Kogod School of Business, United States Department of Agriculture, Federal Bureau of Investigation, and Hewlett Packard. Accomplishment: Generated $275K revenue in first seven months by delivering tangible benefits to clients.

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  PRS Inc

  • Tysons Corner VA

  • Senior Trainer

    • 2000 - 2001
    • Tysons Corner VA

    Designed, developed, and implemented company-wide project management training program for cutting edge e-commerce company. Courses included Project Planning Tools, The Software Implementation Lifecycle, The E-Commerce Industry, Vendor Management, and Risk Management.

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  Metasys Inc

  • Charlotte NC

  • Implementation Manager

    • 1997 - 2000
    • Charlotte NC

    Led team of 8 technical writers, instructional designers, and quality assurance engineers responsible for user documentation, training, and front- and back-end testing of customized logistics software modules implemented at client sites around the United States. Trained team of software engineers in Latvia on logistics product implementation.

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  KPMG Barents Group

  • Vladivostok Russia

  • International Consultant

    • 1994 - 1997
    • Vladivostok Russia

    Created end-user documentation for computer-matched stock trading system in both English and Russian, evaluated and improved exchange governance and control documents, and developed international marketing plan and materials as key member of American consulting team implementing strategic United States Agency for International Development (USAID) program to establish modern, international-quality stock exchanges throughout Russian Federation. Accomplishment: Published user documentation for electronic trading system that was in continuous use for 18 years at international stock exchange.

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  Grey Haven Development Corp

  • Arlington VA

  • Project Coordinator

    • 1992 - 1994
    • Arlington VA

    Managed shipment of equipment to the Kremlin, evaluated the Kremlin’s classified ‘Computer Room’ technology, and authored monthly reports to US Department of Defense (DoD) as project team leader of priority DoD project to provide Russia’s Ministry of Technology with most current technologies in return for detailed technical information about Russian government’s IT infrastructure. Divided time between corporate headquarters and the Kremlin during time of great economic and social change in Russia.