Experience

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  Push Security

  • Head of Customer Enablement

    • Oct 2022 - Present

    Discovering what helps customers by combining design research, content strategy, and CX.

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  Duo Security

  • United States
  • Computer and Network Security
  • 700 & Above Employee

  • Manager, Global Knowledge & Communities

    • Dec 2021 - Oct 2022

    Leading an amazing team of humans who enable the success of our customers with timely, precise, and delightful help and learning content.

  • Technical Communications Specialist

    • Jan 2020 - Dec 2021

    Working at the intersection of customer experience design, content design, and user research. I use language to bring clarity and warmth to complex topics.

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  Michigan Medicine

  • Ann Arbor, MI

  • IT Project Manager / UX Analyst

    • May 2013 - Jan 2020
    • Ann Arbor, MI

    • Introduced a user-centered and content-focused design practice to our team in 2013, transforming our process and growing the UX team from 1 to 3 people today, plus a 3-person UX intern team.• Won first place in the Region V Council for Advancement and Support of Education (CASE) awards for Best Institutional Website for the U-M Medical School primary student recruiting site, a content strategy and information architecture project I led in partnership with our marketing department. Following the launch of the new site, Medical School applications rose 25% compared to the previous 5-year average.• Drove adoption of of central Drupal-based web platform for Medical School departments through stakeholder outreach and ongoing design and functionality enhancements. I also designed and led an annual Content Managers Town Hall event to engage the community of platform users and socialize best practices for websites.• Successfully advocated for the creation of the first dedicated content strategist position for our team’s parent department, Health Information Technology & Services, the 900-person IT department for Michigan Medicine.• Consult with executive-level stakeholders on organizational web strategy, content strategy, and web governance.• Design usability research and testing plans, information architecture models, content models, content production plans and site wireframes in support of web and software projects.• Guide our clients — everyone from heart surgeons to administrative assistants — through the project lifecycle while managing communications, risk, timeline, budget, resources, and dependencies in a highly regulated and complex academic health care environment.• Write product documentation and design training materials, and deliver training to content managers.

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  University of Michigan - School of Information

  • Ann Arbor, MI

  • Website Designer

    • Jan 2013 - May 2013
    • Ann Arbor, MI

    • Consult with U-M faculty and staff to scope, design and build Drupal websites in supportof special projects and initiatives as part-time student employee.• Write user documentation and provide system training to content managers.

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  University of Michigan

  • Ann Arbor, MI

  • University Library Associate

    • Aug 2011 - May 2013
    • Ann Arbor, MI

    • Teach library workshops on research and technology to students, faculty and staff as half-time student employee.• Manage and contribute to special projects in instruction and user services.• Provide research support in person, and via instant message and email.• Troubleshoot hardware and software for users, including electronic resources, link resolvers, and the library proxy server.

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  AnnArbor.com

  • Editor & News Producer

    • Jan 2011 - Jul 2011

    • Wrote breaking news and feature stories.• Edited stories for style, grammar, fairness, and tone.• Wrote headlines using SEO principles.• Assisted with managing social media accounts in order to reach new readers and cultivate a vibrant online community. • Assisted with managing and coordinating coverage from freelance staff.

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  Neill Public Library

  • Pullman, Wash.

  • Reference Assistant

    • May 2010 - Dec 2010
    • Pullman, Wash.

    • Assisted and instructed patrons in using online databases, performing research, and locating library materials.• Researched and wrote collection development grant application for Alibris award.• Provided Reader's Advisory service to children and adults.• Contributed ideas for library literacy programs.• Designed informational signage and themed library displays.

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  University of Idaho

  • United States
  • Higher Education
  • 700 & Above Employee

  • Graduate Instructor

    • Aug 2009 - Dec 2010

    • Taught five sections of first-year writing to students with diverse skills and backgrounds.• Designed curricula emphasizing lesson scaffolding, information literacy, process-based research, and readings in social justice issues.• Provided syllabi, assignments, and handouts for use as models on English Department staff wiki.• Member of Rhetoric & Composition Faculty Committee, fall 2010, contributing to review and revision of writing curricula across all levels.

  • English Instructor, Helping Orient Indian Students and Teachers Program (HOIST)

    • Jun 2010 - Jul 2010

    • Taught and mentored Native American high school students invited to Idaho campus for intensive six-week college preparatory program emphasizing future success in the science, technology, engineering, and math fields. • Designed curricula to engage beginning writers in developing confidence and facility with language, emphasizing critical reading skills.

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  The News Tribune

  • Tacoma, Wash.

  • Copy Editor & Designer

    • Sep 2004 - Jul 2009
    • Tacoma, Wash.

    • Edited news, business, and feature stories for daily web and print publication, with an eye for accuracy, style, fairness, and sensitivity.• Managed editing duties for special projects and investigations.• Progressively responsible experience as assistant slot editor, mentor to editing interns.• Co-founded and contributed to lifestyles and entertainment blog.• Performed layout and design of news, business, and feature pages.