Austin TX (remote)
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Sept. 2020 – Present
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Q2 is a financial experience company dedicated to providing digital banking and lending solutions to banks, credit unions, alternative finance, and fintech companies in the U.S. and internationally. Headquartered in Austin, Texas, Q2 has offices throughout the world and is publicly traded on the NYSE under the stock symbol QTWO.
- Reporting to Training and Knowledge Management Senior Manager, develop wiki content in Confluence to document technical details of data center and cloud managed systems.
- Design and develop clear, concise, and accurate content to enable high-quality support of Q2 customer environments.
- Research, write, edit, and proofread content.
- Produce illustrations, diagrams, and screenshots for pages using SnagIt.
San Francisco CA (remote)
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Nov. 2019 – June 2020
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Tanium is a privately held endpoint security and systems management company based in Emeryville CA. Its core platform is built for highly distributed complex and modern-era networks. It employs 1,500 people worldwide and generates $500M in annual revenue.
- Reporting to the Technical Publications Manager, developed user-focused documentation for platform and rapid-release products in an Agile development environment.
- Designed and developed topic-based content for operating system rollout and software deployment products with a focus on user tasks, simple language, clarity, and consistency. Installed and used pre-release builds to understand products from a user perspective.
- Ensured technically accurate and on-time documentation through close collaboration with SMEs. To keep pace with one-week sprints, participated in daily Scrum meetings with each team, and met individually with technical leads and product owners to review documentation requirements, discuss schedule and scope changes, and review documentation drafts.
- Managed documentation backlog.
- Edited technical content for compliance with Microsoft Manual of Style and corporate style guidelines and information architecture.
- Recognized by team members for technical accuracy, superb attention to detail, and a keen ability to explain complex technical terms and information in a user-friendly manner.
Austin TX
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May 2018 – Nov. 2019
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State Street (NYSE: STT) is an American financial services and bank holding company headquartered in Boston MA. It is the second-oldest continually operating U.S. bank, employs 40,000 people worldwide, and generates $3.2B in annual revenue.
- Reporting to the Technical Development Manager, lone technical writer for a newly formed private cloud development team. Responsible for internal technical documentation, content management, and information architecture.
- As a member of Agile teams, documented architectural components, functional specifications, user features, deployment plans, and internal processes for cloud hardware, data center, networking, access management, security and compliance, storage, continuous integration/continuous deployment (CI/CD), and operations.
- Located and evaluated existing content for accuracy and relevance. Worked with SMEs to update relevant content and archive obsolete content in compliance with data retention policies.
- In partnership with project management, QA, and development teams, assessed new content needs and designed customized templates based on individual team needs for feature specifications, workflows, decisions, root-cause analysis, and pull requests.
- Served as Confluence space administrator and content manager, and led content integration efforts for 20 technical teams. Led migration efforts of all movable content from Markdown GitHub wiki, Box, and individual laptops to Confluence wiki.
- Edited non-writers' content for grammar, organization, clarity, and compliance with corporate style guidelines. Guided non-writers in technical writing concepts to increase organizational communication and establish best writing and editing practices for Word, PDF, Jira, and GitHub repositories.
- Designed and led team training and provided technical support for Confluence and writing best practices.
- In support of team goal to "improve consistency across all teams to a common set of standards to improve communication, efficiency, and maintainability," captured and communicated guidelines, standards, conventions, and best practices pages. Labeled pages to display titles on the index page.
- Participated in team initiative to establish consistent Jira workflow and best practices.
- Captured email, team chats, and "tribal knowledge," and committed to Confluence wiki.
- Socialized wiki content in meetings, through online chat, and in hallway conversations. Announced new and changed content daily, demonstrated how to search for specific content, and requested ideas for process and content improvements.
- Met with teams quarterly to review content and archived or updated as needed.
- Initiated group volunteer efforts and planned quarterly team-building volunteer projects such as food bank shifts, educational support projects, and blood drives. Recruited to join the State Street Austin Site Committee, which planned and hosted team-building potluck lunches, birthday celebrations, and other social gatherings.
- Received award managers for “going above-and-beyond with a cheerful can-do attitude.”
Unable to share writing samples. Content delivered at State Street is confidential.
Zenoss
Austin TX
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Senior Technical WriterJune 2016 – May 2018
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Zenoss is an Austin-based open source software company that delivers hybrid IT monitoring and analytics software for visibility in cloud, virtual, and physical IT environments. It employs 47 people and generates $13M in annual revenue.
- Reporting to the Product Development Manager, worked in an Agile development environment to write and edit topic-based technical documentation for open source software products.
- Designed and implemented deliverables, production, and publication processes to increase team efficiency and documentation quality.
- Estimated timelines for documentation delivery and provided supporting metrics for timely release.
- Linked technical documentation to product releases and increased visibility of documentation projects in Jira workflow.
- Modified DITA Open Toolkit transformation to generate change markers in PDF output, resulting in improved document reviews.
- Converted PDF files to Google Docs to allow more efficient reviews of PDF file content. - Edited entire documentation set to verify compliance with Cisco Style Guide, reviewing content for reuse opportunities, parallel construction, minimalism, and consistency across documents.
- Joined and later served as team lead for the Zenoss Community Service Volunteers. Activities included Don't Mess With Texas highway cleanup, school supplies drives, food bank shifts, and blood drives.
- Consistently recognized by managers and team members for delivering exceptional documentation and superior team contributions.
Rocket Software
Waltham MA (remote)
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Information Developer
July 2011 – June 2016
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Rocket Software is a privately held software development firm for analytics, networks, data, storage, and enterprise software products for cloud, hybrid, and virtual systems. It is the OEM for several IBM software products. Based in Waltham MA, it employs 1,200 people worldwide and generates $450M in annual revenue.
- Reporting to the Technical Publications Manager, collaborated with multiple cross-functional technical writing and editing teams to design and deliver documentation to support multiple IBM software products.
- Implemented single sourcing and content reuse to replace dual maintenance of topic sets, improving content consistency and increasing efficiency.
- Aligned legacy documentation with industry best practices and user-friendly style standards, resulting in increased customer satisfaction ratings and a reduction of technical support calls.
- Edited technical content to ensure consistent tone, style, and compliance with IBM Style Guide.
- Recognized by the Managing Director for exceptional leadership, information gathering, and timely delivery.