This website is under contruction. As part of showcasing my skills, I am coding this website manually using raw HTML+CSS. Please excuse any incomplete sections as I continue to build.
Work Experience
Technical Writer (Contract to FT), LendingClub Sept 2021–Aug 2023
Authored online product help & release notes for web-based/mobile products, authored/edited company procedures & policies. Owned ongoing monthly documentation review process.
Updated web/mobile product documentation each sprint with 1-3 days’ turnaround time.
Simplified monthly documentation audit process, reducing review & approval times for 15+ Manager/Director-level employees by 60%.
Solved a content platform issue to give 100+ Customer Service agents instant access to information during customer calls.
Proactively helped define team style guide & captured team processes as intuitive workflows.
Created charts/diagrams/graphics for technical & process documents.
Technical Writer (PT Contract), Microsoft Sept 2021–Jan 2022
Sole Technical Writer responsible for all global English-language end-user & admin content for Microsoft Yammer SaaS product.
Rearchitected customer-facing online knowledge base to improve usability.
Surveyed existing documentation and resolved gaps in knowledge.
Authored content in Visual Studio Code and proprietary Microsoft CMS.
Sole writer responsible for all documentation deliverables. Authored XML-based end-user product help, Sys Admin guides, & training materials for enterprise SaaS data collection products.
Defined content strategy & established delivery processes for new team.
Translated Jira user stories into clear & concise user-focused technical content.
Achieved 100% on-time delivery of product documentation each release cycle.
Provided UX feedback to solve a navigation problem on the mobile app.
Captured team processes as intuitive workflows in Visio.
Technical Writer (Contract), CenturyLink April 2017‒April 2019
Authored XML-based end-user online help for an enterprise customer internet-provisioning portal, a CDN portal, & numerous cybersecurity products. Tasked with developing new documentation branding post-merger.
Edited 300+ topic help system & reduced content size by 30%.
Partnered with development team to author internal API wiki & REST API reference guide for external developers.
Worked with UX team to author onscreen texts & error messages.
Mentored new writers & allocated tasks for collaborative documentation projects.
Defined post-merger strategy for updating document content & branding.
Technical Writer (Contract), Pason Systems Feb 2009–June 2016
Authored XML-based end-user product help for an enterprise data collection/analysis software suite and numerous hardware products. Acted as de facto team lead and “go-to guy” for grammar questions & writing solutions.
Implemented 5 versions’ worth of updates to online help for flagship software suite.
Mentored writers and led team transition to new content development platform.
Coached junior writers, allocated writing tasks, & reviewed deliverables for accuracy/consistency prior to publication.
Authored all onscreen texts & error messages for EDR & ESR products.
Implemented feedback from field techs to improve installation procedures.
Documentation Specialist, Fekete Associates June 2011–Dec 2012
Authored highly technical reference content for oilfield reservoir engineers. Documented procedures & UI features for complex data collection/analysis software suite.
Edited scientific studies written by PhDs & incorporated the content into the help system.
Rearchitected customer-facing online knowledge base to make information easier to find & use.
Evangelized technical writing to (often very skeptical) stakeholders.
Technical Writer, CyberLink 2002–2006 (Taipei)
Authored/edited customer-facing manuals & online help for multimedia software.
Reviewed peer’s deliverables & edited for clarity.
Created software video tutorials and other training materials.
Created sample video/audio/graphics files for inclusion in software tutorials.