Experience

Netlify

• United States
• Software Development
• 100 - 200 Employee

• Technical Writer

  • Oct 2018 - Present

  • Work with the product team throughout the development process to write and revise documentation for new features in a docs-as-code workflow. • Review and edit informative content (documentation updates, tutorials, support FAQs) written by team members in support, developer relations, and engineering. • Develop a content style guide and implement linting tools to help automate the use of it. • Collaborate with documentation, design, and support teams to develop a more coherent information architecture for documentation and customer support content. • Work with support to determine common customer pitfalls and write and organize content to help avoid them. Show less



Fauna Inc.

• United States
• Information Technology & Services
• 1 - 100 Employee

• Technical Writer

  • Mar 2018 - Oct 2018

  Responsible for documenting new features of FaunaDB and maintaining existing content. Work with Software Engineers, Customer Success, and Product to craft engaging and inclusive content. Build and prioritize backlog of work, using company and Product roadmaps to inform decisions. Monitor internal chats, support channels, and GitHub repos for information to guide the expansion and refinement of documentation. Verify that information is correct and test that instructions are complete. Iterate documentation framework to help users easily discover relevant content. Develop a style guide for Fauna documentation. Show less



New Relic

• United States
• Software Development
• 700 & Above Employee

• Knowledge Management Lead

  • Apr 2017 - Mar 2018

  Partner with Enablement and Operations to ensure that the right people have the right knowledge at the right time to be efficient and effective in their roles. Develop intranet (Jive) and wiki (Confluence) frameworks for Technical Sales and Technical Support. Create and maintain relationships with key stakeholders and users. Assess and report on the impact of knowledge management activities, usage and value of content, and opportunities for improvements. Cultivate a culture of collaborative learning by training and supporting colleagues in externalizing, socializing, and combining their knowledge. Reduce friction regarding the internalization of knowledge. Show less

• Technical Support Engineer

  • Jan 2015 - Apr 2017

  Creatively and efficiently solve never-seen-before technical issues for customers. Liaison to dev teams to champion the voice of the customer and make sure the support team is prepared for new features. Mentor colleagues to help them level up in my specialty areas including products and knowledge sharing.

• Business Support Engineer

  • Apr 2014 - Jan 2015

  First point of contact for customers seeking technical support. Troubleshoot and provide answers to resolve general product­-related issues, gather necessary information to triage complex issues to subject matter experts. Contribute to knowledge base to improve team efficiency. Provide a world class customer experience by displaying empathy and championing the voice of the customer.



CollegeNET

• United States
• Software Development
• 1 - 100 Employee

• Web Development QA Specialist

  • Dec 2009 - Apr 2014

  As a Web Developer: Create and maintain online applications for college admissions and registration/donation forms for non-profits in XML, HTML and CSS using a variety of in-house tools. Match client supplied look sources. Implement and configure JavaScript features. Work in an SVN environment. As a QA Specialist: Test overall functionality and usability. Check for loopholes in logic. Ensure adherence to specifications and internal standards. Cross browser testing of layouts. Maintain internal documentation for QA and developers including testing checklists designed to reduce errors. Proofread for grammatical and technical correctness. Comprehensively document errors. File and follow up on bugs. Prioritize between pre and post release fixes. Assist with edits. Give final approval for publishes. Show less



Faria Systems Inc.

• Remote

• Education Evangelist

  • Oct 2009 - Dec 2009

  Maintain a client relationship management database. Manage the account setup process. Provide answers to technical support requests. Call and email leads to arrange demos. Provide online and onsite training for a software as a service product to International Baccalaureate program coordinators and teachers. Attend regional association workshops and meetings to network and perform demonstrations. Manage and undertake marketing activities targeting prospective customers including developing and optimizing snail-mail and e-mail campaigns. Record, track and analyze a number of metrics to measure the performance of various marketing activities. Show less



Enrich Media Inc.

• Web Designer

  • May 2007 - Sep 2009

  All aspects of web site creation including concept, information architecture, graphic design, style and production guide documentation, development in HTML and CSS, and quality control testing for a variety of clients. Serve as main contact interface for clients. Work as part of a team with more advanced programmers as projects necessitate. Maintain and update existing web sites. Design, code and send monthly email newsletters for a variety of clients. Design print materials for internal marketing purposes. Design packaging for the commercialization of virtual tourism products. Develop and consistently deploy brand identity for internal projects. Produce documentation regarding both global best practices and style standards for individual projects. Show less

• Photo Processor

  • Jul 2006 - May 2007

  Color correct, edit and stitch photographs into 360° panoramas. Some work on stills as well. Perform quality assurance on images processed by other team members. Follow established naming and filing conventions to ensure easy retrieval of assets by clients and colleagues from other departments.



Ritz Camera

• Portland, Oregon

• Lab Technician and Customer Service

  • May 2004 - Sep 2006

  Develop, color correct, print, trim, package and sell photos in sizes ranging from wallet to poster. Guide clients in placing custom orders. Schedule and coordinate production workflow to ensure on-time delivery of orders. Operate, calibrate and perform maintenance on printing equipment. Operate a variety of cutting and scanning equipment. Maintain retail and lab chemical inventories. Develop, color correct, print, trim, package and sell photos in sizes ranging from wallet to poster. Guide clients in placing custom orders. Schedule and coordinate production workflow to ensure on-time delivery of orders. Operate, calibrate and perform maintenance on printing equipment. Operate a variety of cutting and scanning equipment. Maintain retail and lab chemical inventories.



Hart Mind Soul Custom Apparel

• Portland, Oregon

• Intern

  • Dec 2004 - Nov 2005

  Create vector-based designs for screen-printing. Assist in all aspects of the business including burning and cleaning screens, mixing inks, aligning screens, printing itself, the setting of inks, quality assurance, printing proofs, presenting samples, packing orders, storing inventory, delivering orders and working with vendors for materials and embroidery services. Create vector-based designs for screen-printing. Assist in all aspects of the business including burning and cleaning screens, mixing inks, aligning screens, printing itself, the setting of inks, quality assurance, printing proofs, presenting samples, packing orders, storing inventory, delivering orders and working with vendors for materials and embroidery services.



Reed Research Reactor

• Portland, Oregon

• Senior Reactor Operator

  • Aug 2002 - Aug 2004

  Operate a 250 Kilowatt nuclear reactor, train new employees, perform reactor maintenance, assist in experiments, perform neutron activation analysis, handle radioactive materials and give tours. Operate a 250 Kilowatt nuclear reactor, train new employees, perform reactor maintenance, assist in experiments, perform neutron activation analysis, handle radioactive materials and give tours.