Experience: 9 years
At State of Colorado:
Shadowed and interviewed technical SMEs to transform tribal knowledge and unique methods into standardized operating procedures.
Consolidated and standardized disparate technical documents into a ServiceNow knowledge base.
At Monolith:
Produced clear, user-focused technical documentation under tight deadlines by collaborating with engineering SMEs, ensuring accuracy, consistency, and usability of complex information.
At Hillsborough County, Florida:
Researched and wrote 150+ help articles for technical and non-technical audiences, including software instructions, troubleshooting, and technology explainers.
Documented technical attributes and administrative procedures for the County's Microsoft Teams and SharePoint environment.
Delivered analysis of potential technological solutions to business needs; reported on suitability, security, support, cost, etc.
Created content in strict accordance with accessibility standards including descriptive links and image text, readable formatting, and designing content for broad usability.
Experience: 8 years
At State of Colorado:
Designed the team’s knowledge management process from scratch, creating a repeatable standard where none existed.
Consolidated and standardized disparate technical documents into a ServiceNow knowledge base.
At Cisco Systems:
Managed a global ServiceNow KB of 2,000+ articles for 90k users, collaborating with SMEs to ensure style consistency, resolve technical formatting, and optimize content findability.
At Hillsborough County, Florida:
Led the development and maintenance of a knowledge base (KB) with thousands of readers and hundreds of articles.
Developed and implemented policies and procedures for use of the ServiceNow KB, including submission procedures and a style guide.
Edited submitted documentation for style and clarity.
Addressed actionable feedback in a timely manner.
Promoted the use of the knowledge base.
Collaborated closely with support analysts to improve Tier 1 technical support throughput via knowledge creation and refinement.
Employed metadata and taxonomy principles to organize enterprise knowledge and improve content findability. Applied information architecture principles to make large collections of technical content easier to navigate and maintain.
Experience: 3 years
At Hillsborough County, Florida:
Wrote and edited application language for use by a general business audience, optimizing grammar, clarity, conciseness, and style.
Created and edited IT service management forms for accuracy, ease of use, and style.
Experience: 16 years
At State of Colorado
Consolidated and standardized disparate technical documents into a ServiceNow knowledge base.
Developed and published a public-facing technical standard, coordinating input from multiple SMEs.
At Hillsborough County Government, Florida:
Authored help articles for technical and non-technical audiences, including software instructions, administrative procedures, and troubleshooting.
Developed and maintained IT Department intranet content to represent the department to 5000+ County employees.
Drafted communications including Annual Reports representing the IT Department to County leadership.
Wrote and edited content describing the IT Department's mission and vision, policies, and procedures.
At Adviatech:
Authored feature articles on technology news stories for a non-technical audience in a monthly print publication.
Translated complex legal topics into accessible website copy for law firm clients, ensuring clarity for a general audience.
Produced analytical blog content tracking news and trends within specific fields of legal practice.
Composed press releases for law firms to communicate professional achievements and firm events.
Wrote persuasive web copy including mission statements and attorney biographies.
Experience: 5 years
At Hillsborough County, Florida:
Researched, wrote, and edited instructional articles for technical software processes and non-technical business processes. Continuously improved same while utilizing feedback from the user base and the tech support team.
Led the inception, development, and delivery of an ongoing series of instructional sessions for the use of Teams and SharePoint, including topical presentations, Q&A, and expert guest presentations.
Experience: 8 years
At Hillsborough County, Florida:
Created attention-grabbing, attractive documents including Annual Reports representing the IT department to County leadership.
At Alston & Bird, LLP:
Received and implemented advanced training in Microsoft Word document formatting for legal communications.
Experience: 10 years
At Hillsborough County, Florida:
Contributed to internal marketing of IT department mission and services to County workforce.
At Adviatech / Bigger Law Firm Magazine:
Wrote persuasive web copy including mission statements and attorney biographies.
Composed press releases for law firms to communicate professional achievements and firm events.
Produced analytical blog content tracking news and trends within specific fields of legal practice.
Experience: 2 years
At Hillsborough County, Florida:
Tested software applications to identify defects.
Developed and executed test plans and test cases to validate functionality, performance, and usability.
Worked closely with development team to communicate and resolve issues.
Documented and tracked defects using DevOps.
Experience: 2 years
At Hillsborough County, Florida:
Documented and tracked defects identified in QA testing.
Created and tracked work items for user-facing and administrator-facing documentation of applications.
Experience: 1 year
At Hillsborough County:
Built on my experience with the Knowledge module in ServiceNow to learn IT Service Management.
Gathered workflow requirements from teams within and outside IT.
Created and updated workflows based on business needs.
Created and updated forms for clarity and ease of use.
Troubleshooted issues at the system level and the end-user level.
Experience: 4 years
At Hillsborough County, Florida:
At the onset of COVID work-from-home, oversaw the emergency implementation of Teams for a user base of ~5000 people.
Provided tier 2 support for Teams and SharePoint. Worked with users to resolve simple and complex issues on a routine basis. Updated knowledge base to educate users. Worked with Microsoft product support to troubleshoot highly complex issues.
Developed and implemented policies and procedures for the use of Teams and SharePoint in collaboration with infrastructure teams and management.
Developed and maintained SharePoint sites and document libraries for various County departments.
Instructed users on self-maintenance and development of SharePoint sites.
Led the inception of a repeating series of instructional sessions for the use of Teams. These included topical presentations, Q&A, and expert guest presentations.
Experience: 15 years
At Hillsborough County, Florida:
Teams/SharePoint administrator: Researched platform capabilities, usage, troubleshooting, and best practices
At Adviatech / Bigger Law Firm Magazine:
As a content writer for law firms, I researched various legal fields in various jurisdictions, Including established fact and breaking news.
As a featured writer for Bigger Law Firm, I deeply researched current events in technology and law and wrote articles for a wide layman's audience.
Stayed abreast of legal developments and news stories pertaining to the legal industry.
Experience: 5 years
At Hillsborough County, Florida:
Created and annotated graphics and screenshots to illustrate documented material.
Experience: 1 year
At State of Colorado:
Used generative AI to draft, revise, restructure, and clarify content.
Used generative AI to improve organization, analyze existing material, and explore alternative wording.