Senior Technical Writer, Information Architect, and SSG Help Site Developer / Manager

Bolt Financial, Inc.
Remote/New York, NY

August 2021 - PRESENT

Designs Bolt Help Site features, such as tabs, accordions, custom-built content containers, a language selector, release notes filters, and more.
Currently executing project to revise Help Site Information Architecture, design, and user experience.
Installed Google Analytics and Osano cookie tracker on site, as well as built out a custom solution to embed Help Site into Pendo in Bolt’s Merchant Dashboard.
Acts as multi-vertical expert who picks up tickets and tasks from all product verticals.
Writes and manages documentation for the Checkout Experience product line.
Works with other Technical Writers to improve processes, needs, and content gaps.
Works with Engineers, PMs, and other SMEs to write and build user guides, API documentation, and SDK documentation.

Lead Technical Writer

CyberCube Analytics, Inc.
Remote

January 2020 - August 2021

At CyberCube, I’m using my product and project management experience to build and improve product and process documentation content, procedures, and processes across the company for both internal and external users. Though my title seems bare, the breadth of my responsibility is great.

Launched and currently manages our CMS/Online Documentation site, our LMS/Internal Learning systems and onboarding programs, and all internal documentation on Confluence and Google Docs. Also set up and manages a content request system for these resources.

Wrote and managed all online product user documentation content (from user guides and API specs) and site via Strapi CMS.
Wrote and designed all PDF and print documentation, including for our model methodology and change management guides.
Created and edited internal and external learning aids (videos and learning courses) for CyberCube Academy and YouCube.
Worked with Product Managers, analysts, UX designers, researchers/SMEs, and Developers throughout sprints to research and rapidly build documentation and supporting resources (videos, gifs, etc.).

Documentation Manager

Braze , Inc.
New York, NY

March 2018 - January 2020

I use the principles of User-Centered Product Design, Instructional Design, and Agile Project Management to inform my current role as the Documentation Manager at Braze in NYC. I own the entire documentation site as Product Manager and control most, if not all, of the technical education content passed to our customers through it. Before July 2019, I was Braze’s lead Technical Writer. These roles are considered merged here, as I took on the majority of these duties upon my hire in March and formed, then emulated, the role of Documentation Manager until my title could be changed to match my responsibilities.

Currently restructuring our API section (including Swagger and Postman documentation) of the documentation site, beginning with an analysis and audit of all current and needed content. Created learner personas and designed API tools that enable quick learning and adoption of our APIs and their taxonomy and usage. You can see a sample of this in-process redesign here.
Manages contractors (3-5 at any time) who assist with the revision or creation of content for the Docs site.
Created Braze Docs Style and Formatting Guide, Page Templates, and “Mission, Vision, and Values” to create a baseline for successful contribution to Docs from people inside and outside the Braze Org.
Works with Growth Engineer to design custom elements for the Braze Docs site.
Works with Engineers, Onboarding and Success Managers, Support and more to research, write and revise sections, pages, templates and other articles to build an internal and customer-facing knowledge base.
Works with Marketing and Product Marketing teams to produce marketing content for documentation using Braze’s own products.
Commissioned and guided a Visual Formatting Guide for Docs from a Braze UX Product Designer.
Planned and lead the redesign and re-architecture of the Braze Documentation site to be more direct in it’s audience, purpose, mission, values, and more. More on this project here.
Consult on Braze Product terminology, naming, design, user perspective, and more.
Organized and led efforts to make our Docs site completely Open Source on Github. Currently running Hacktober at Braze.
Manages and monitors the Braze Docs Github Repository, including all submitted changes to the site.
Creates custom documentation off of the Docs site as needed or requested.

Instructional Designer & Technical Writer

SocialCode, LLC
New York, NY

Sept 2016 - March 2018

My time at SocialCode was spent primarily running the New Employee Onboarding Program, a rewarding experience that allowed me to use my product management interests, instructional design skills, technical writing experience, and love of teaching to integrate new employees into the company.

Created and managed a brand new Account Management Team Onboarding Program (incl. Orientation, session scheduling, courses on LMS, periodic analyses and updates to all sessions, modules, and other course materials). Also manages minor design and support content, like internal marketing posters and exposes.
Created and managed new Engineering Team Onboarding Program (80% online - translating Engineering Team policies, build philosophies, applications used and built, best practices, and other procedures and shared knowledge into digestible material for new hires).
Managed 5 onboarding programs for all SocialCode new employees.
Builds and updates modules and learning materials for SocialCode Products.
Manage and train internal Trainers who lead courses in the onboarding programs.
Use Exceed LMS to arrange courses and curriculum structures, track learner progress and otherwise manage learning content.
Works with SMEs to collect and organize course content.
Uses Agile and Lean product development processes to develop courses, materials, and curriculum.
Working one-on-one with new employees and their teams to ensure they have a fulfilling and educational Onboarding process.

Technical Writer & Instructional Designer

Management Science Associates, Inc.
Pittsburgh, PA

June 2015 - Sept 2016

I had a multi-faceted, many-hatted role at Management Science Associates, where I enjoyed refining my technical writing skills and breaking into instructional design by writing instructional content for MSA's internal application users and external client users.

Constructed a suite of instructional and tutorial programs using Adobe Captivate for MSA’s data software programs, including one for a mobile application.
Designed and created technical and user-friendly documentation, scripts, and training materials for MSA’s data software programs, including mobile-based.
Prepared and moved the division towards its goal of standardization from a previous policy of customization.
Consulted the development team on the mobile application’s Help Site re-design.
Completed multiple projects, simultaneously (full project list available).

Primary Projects: Measures Database and Education Suite; Mobile App’s Video Tutorials, Help Site, and content; Data Software Standard Training Package.

Professional Writing Intern

Carnegie-Mellon University
Pittsburgh, PA

Oct 2014 - May 2015

I had several jobs while I was getting my Master's degree at Carnegie-Mellon University: a Teaching Assistant for a film course and a Professional Writing Intern for the Civil & Environmental Engineering Department. I assisted my manager, Ashley Williams Patton, in her efforts to create a database of the department's alumni who could help current students progress and find jobs in matching fields.

Worked in Alumni Relations in the Civil & Environmental Engineering Department to create profiles of various alumni in order to create a convenient advisory reference and public relations library.
Began the alumni reference library; organized systematic interview routines and profile templates.
Introduced alumni to proper CMU representatives to encourage donations, involvement, and engagement.

Primary Projects: Alumni Database/Library; persuading Alumni involvement and contribution.