Austin, TX | January 2018 - Present

Senior Information Developer, Information Development


Technical Writing Responsibilities:

Collaborate with Product Managers, Developers, and Support to intake, scope, and schedule writing projects.

Write documentation plans, interview subject matter experts, write and publish content.

Author content in Markdown and ReStructured text using a Docs as Code methodology.

Ensure content quality by soliciting and incorporating feedback from internal audiences.

Track and communicate documentation project status; use JIRA and bi-weekly sprints to organize and complete work assignments.

Contribute to the Information Development Style Guide.

Write and update technical support How-To product documentation.


User Experience Responsibilities:

Write Design System documentation, including component usage and best practice guidelines, technical specifications, UI text convention style guidelines, and accessibility guidelines.

Consult with UX designers about design decisions and provide on-page helper text, tooltip copy, and error messages copy.

Participate in User Experience interview sessions, ensure that content aligns with end user preferences, expectations, and experiences.

Leadership Responsibilities:

Assist Information Development Manager in resourcing writing projects, track writing projects to completion.

Assist with hiring, onboarding, and mentoring new hire Information Developers. Meet with Junior Writer weekly to review project status and offer feedback.

Austin, TX | July 2015 - December 2017

Senior Technical Writer, Technical Content / Customer Success

Developed Getting Started Guides as a new documentation type offered to customers, wrote Getting Started Guides for six products; managed other writers in writing Getting Started Guides.

Lead writer for the SolarWinds Dameware products.

Provided input into the SolarWinds Academy training sessions and SolarWinds Certified Professional exam.

Provided input into the SolarWinds minimalism and lean writing guidelines; participated in peer reviews.

Established relationships with Product Management, User Experience, Support, and Marketing, participated in usability sessions and incorporated learnings into content.


Austin, TX | 2014 - June 2015

Technical Writer, Engineering

Wrote customer-facing product documentation and Release Notes.

Wrote and executed user acceptance tests for partner integration technologies.

Managed company internal Confluence wiki, consulted with other functional areas to build wiki spaces.

Wrote technical marketing content, conducted competitive analysis, wrote blog posts.


Information Intelligence Group, Albany, NY | 2006 - 2014

Principal Technical Writer, Technical Publications

Wrote user documentation by analyzing engineering, product specification documents and use cases, interviewing subject matter experts, writing documentation plans, writing and guiding content through review, approval, and publishing cycles.

Assisted in building a Help Center by evaluating vendors, defining Help Center content strategy, authoring help topics and recording walk-through videos.

Mentored offshore new hires and contract writers, providing training on authoring tools, peer-reviewing documents, editing engineering white papers.

Collaborated with customer onboarding team, introducing documentation resources, designing surveys for collecting feedback.

Collaborated with Engineering and Product Management teams, providing error message, wizard, and tooltip copy.

Newtown, MA | 2000 - 2006

Technical Writer, Course Developer, and Trainer

Designed and delivered end user training programs for start-up company. Wrote user guides, installation guides, and release notes. Contributed to consulting, technical support, and presales support.

Conducted prospective customer pre-sales demonstrations, converting prospects into active customers, ensuring sales.

Worked as billable resource on consulting engagements.

Provided customer support, fielding calls, troubleshooting issues, establishing strong customer relations and quality company image.

Austin, TX | 2014 - 2021

GoDaddy: Write design system documentation.

OpenText Corporation: Developed training program for LA County Probation and the LA County Coroner; developed training program and Quick Reference Guides for Ford Motor Company.

EMC Corporation: Wrote Document Control System user guides for Johnson & Johnson and Gilead Life Sciences.