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.
• Managed version control using GitHub.

Technical Writer (Contract), Kiewit March‒Aug 2020

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.

Managing Editor, Ecozine.com Mar-July 2016 (Hong Kong)

Managed publication of all content for online environmental magazine. Acted as point of contact for media, clients, & external content providers.

• Reviewed/edited all outgoing written content for grammar, tone, accuracy, and style.
• Assigned & edited content from 20+ external content providers.
• Wrote feature articles, interviews, & news items for a general audience.
• Consulted with scientific SMEs to fact-check reference articles.
• Trained interns, coached peer writers, provided editorial feedback.

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.
• Wrote/edited in-product microcopy.

Technical Writer (Freelance), MapQuest/Reebok/Qwest/others 1998–2002 (Boulder)

Authored/edited user manuals, web content, & other documentation for large, internationally-known clients.

• Authored technical documentaion for multiple MapQuest products, including Unix/Red Hat Linux versions.
• Created Technical Library in Dreamweaver for MapQuest.
• Authored technical content and raw HTML for Rocky Mountain Internet.
• Created/authored hardware documentation for Reebok-branded exercise equipment, including health & safety notices.
• Authored technical telecommunications documentation for Qwest Communications.
• Assisted QA testing at Qwest Communications.

Technical Writer, SkyConnect 1997–1998 (Boulder)

Authored/edited user manuals for clients & installation guides for field technicians.

• Interviewed engineers to understand product functioning.
• Collaborated with Technical Support Manager to create training materials.
• Created/edited images/graphics for use in technical documents.

Technical Writer, Twinhead International 1995–1996 (Taipei)

Authored user manuals & online help for notebook computers.

• Collaborated with programmers/product managers to understand product.
• Created/edited images for use in technical documents.
• Managed external content providers.

Technical Writer, Ulead Systems 1994–1995 (Taipei)

Authored/edited user manuals & online help for multimedia software programs. Performed short translations between French/German & English.

• Ensured accuracy & completeness of technical documentation.
• Created/edited images for use in technical documents.
• Created sample video/audio/morph files for inclusion in software tutorials