Throughout my career, I have elevated user engagement through high quality content and experiences. Working in cross-functional teams, I have supported customers in business, government, and education (K to 12 and post-secondary) and in industries ranging from health care to finance.
SMART Technologies
Calgary, Alberta, Canada
Role
Timeline
Content Strategist and Architect
Nov. 2019 – Feb. 2025
Senior Technical Writer
Aug. 2011 – Nov. 2019
Technical Writer
Jan. 2008 – Aug. 2011
Wrote and maintained web pages, technical training courses, manuals, specifications, release notes, and quick references for education, government, and corporate customers
Collaborated with cross-functional teams to create and maintain an extensive documentation and support site consisting of 18,000 pages of content translated into up to 30 languages with over 1.25 million active users per year and 85% satisfaction rating
Researched and created a comprehensive three-year unassisted support strategy for SMART, identifying opportunities for technological advancements (including AI) and comparing SMART’s unassisted support to competitors’
Proposed and delivered a solution to single source content across all documentation and e-learning deliverables, reducing word counts and translation costs by 50%
Developed PowerShell scripts to automate routine tasks and implement across-the-board changes, allowing the technical communication team to focus on content creation
Implemented a solution for soliciting customer feedback on documentation and e-learning that receives over 100 responses per week and used this solution to identify and implement improvements to documentation and e-learning
Designed responsive templates and style sheets that enable customers to read support pages and training courses on any device
Documented and maintained all internal procedures for the team and set up an intranet site to maintain these procedures
Provided leadership, guidance, and training to the other members of the technical communication team
Wrote and maintained approximately 2,000 pages of help, manuals, release notes, and technical references for Wall Street Systems’ Fortune 500 customers
Proposed and delivered a new documentation authoring tool and strategy that integrated documentation for Wall Street System’s SaaS modules
Enhanced online help with improved search and glossary features, a new favorites feature, and animated demonstrations
Used single sourcing to reduce maintenance requirements while improving overall content quality and consistency
Used source control to facilitate version management and team collaboration between North American and European technical writers
Wrote, revised, and expanded the iCORE operations manual, style guide, and annual report
Researched and wrote a resource manual cataloging technological resources available to Alberta researchers for Netera Alliance and MACI (sibling organizations of iCORE)
Researched and wrote a proposal to the federal government for the Alberta Research Council Telehealth Interoperability Lab (sibling organization of iCORE)
Edited the administrator and user documentation for an intranet site