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Work Background
Torchlight™Senior Technical Writer
Feb. 2025
Dell TechnologiesSenior Advisor, Technical Writer/Knowledge Management/Communications
Apr. 2021 - Feb. 2025RemoteCollaborate with cross-functional teams, including software engineers, technical support staff, and subject matter experts (SMEs), to gather information, analyze documentation needs, and create cohesive content. Write easy-to-understand, internal-facing, and customer-facing documentation, including user manuals, API guides, software specifications, and compliance documentation.
Senior/Leadership Responsibilities:
» Manage the ServiceNow knowledge management system, a cloud-based platform housing internal and external content.
» Inform stakeholders on platform updates received from team of Engineers, SMEs, product managers, and project owners.
» Lead virtual conferences with senior leaders and SMEs to showcase our cloud platform, its benefits to our customers, and how we automate processes and use AI.
» Create and maintain multiple SharePoint sites; work within the Jira ticketing system, creating a repository of information for new team members.
» Train team members on internal process documentation, tool guides, and style guides.
Key Responsibilities:
» Perform comprehensive services on documentation while enhancing language, readability, and flow of
documents
» Coordinate technical documentation and ensure results are accurate, complete, and follow all style guides and standards.
» Plan and manage projects across the full documentation life cycle. Accomplishments:
» Oversaw content development and template creation for transition to Cloud platform, collaborating with 40 software engineers to create documentation used by technical support staff, resulting in greater efficiencies and overall improvement to customer experience.
Charter CommunicationsLead Technical Writer
Sep. 2018 - May. 2021Austin, Texas AreaOversaw creation and maintenance of processes, procedures, and role definitions for newly established Behavior Quality Operational Analytics (BQOA) team. Directed internal communication, project management, and strategic planning for the Quality Assurance (QA) department.
Key Responsibilities:
» Created documentation, where none previously existed, for roles within the BQOA organization; created a knowledge repository, templates, and style guide for QA department.
» Collaborated with BQOA internal communications to rebrand documentation and it with new standards.
» Maintained a documentation repository using Chalk on the Jira/Confluence platform.
» Created Gap Analysis specification to address key business needs.
Accomplishments:
» Standardized interdepartmental practices by creating and disseminating a company style and procedure guide.
» Established and maintained documentation templates, process diagrams, job aids, and style guidelines.
» Created a document repository to house all documentation.
Federal IT Consulting (FEDITC)Documentation Specialist
May. 2016 - Sep. 2018San Antonio, Texas AreaContractor for the Department of Defense’s Forensics Toxicology program. Creating and completing documentation including; specifications, user manuals, standard operating procedures, reports, Visio charts, etc. in the style, content and format required by the standards of the Department of Defense.
Toyota USATechnical Writer (Contractor)
Aug. 2014 - Sep. 2015Chandler, ArizonaDemonstrate strong analytical, technical writing and editing skills.
Help call center employees better explain technical information to customers by rewriting or editing technical documents in a more easy to understand manner.
Played an integral role transition content from a Lotus Notes to Salesforce.com platform.
Contributed to develop a better way to track progress using Microsoft Excel.
Salesforce.comPremier Support Analyst
Jul. 2011 - Oct. 2013Spokane, Washington AreaProviding exceptional customer service to marketing individuals using Data.com within the Salesforce platform. This role evolved into writing documentation including user guides, FAQs, bug fixes, tutorials internally and externally. Collaborated with technical engineers to obtain information to produce user friendly documentation
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