Resume

Objective

Meticulous technical writer dedicated to metric-based approaches to clear, concise, findable, and user-friendly documentation for global Fortune 500 companies. Adept in project leadership, content strategy, and result measurement. Seeking to leverage expertise in a challenging environment that requires entrepreneurial approaches.

Skills

12 years

  • Linux
  • Bash

10 years

  • Agile
  • git
  • GitHub
  • Jira

5 years

  • Markdown
  • Networking (OSPF, HAProxy, Load Balancing, Wireshark, DNS)
  • Security (WAF, IPtables, Firewalls, DDoS protection, SSL/TLS)

3 years

  • Python
  • HTML
  • Contentful
  • Zendesk
  • GitHub Pages
  • Jekyll
  • Liquid
  • Docker
  • WordPress

2 years

  • CSS
  • Javascript

1 year

  • AI Development
  • Swiftype

Education

Degrees

University of Alabama, Huntsville

  • MS in Management Information Systems - 2007
  • BS in Business Administration - 2005

Certificates

  • IBM AI Developer - 2024
  • Google Career Certificate in Project Management - 2023
  • Certificate in Cybersecurity, University of Alabama, Huntsville - 2007

Work Experience

Allied Universal, Remote — Lead Technical Writer, Physical Security September 2023 - Present

Oversaw the management of training content, Post Orders, and Standard Operating Procedures (SOPs) for global security staff and security operations centers. I’ve spearheaded initiatives to streamline processes, reduce maintenance overhead, and enhance readability scores, ultimately optimizing operational efficiency.

  • Managed training content, Post Orders, and Standard Operating Procedures (SOPs) for global security staff and security operations centers.
  • Reduced security process misunderstandings and maintenance overhead for SOPs by consolidating hundreds of duplicate SOPs.
  • Improved Flesch-Kincaid reading scores and time-to-read in over 200 SOPs and Post Orders by 45% and 40% respectively.
  • Created a newsletter program to ensure security staff stay current with events and changes to the security program.

New Relic, Remote — Senior Technical Writer, Engineering April 2021 - August 2023

Promotions: Technical Writer –> Senior Technical Writer

Played a pivotal role in maintaining critical internal platform documentation for a team of 1,000 engineers. From defining content standards to conducting user research, I focused on enhancing knowledge management and improving internal content search accuracy.

  • Maintained critical internal platform documentation for 1,000 engineers.
  • Built tutorials and new hire orientation for engineers.
  • Consolidated similar processes, tools, and resources across teams.
  • Defined content standards and metrics for engineering content.
  • Designed content layouts, style guides, and information architecture.
  • Conducted user research to prioritize knowledge management needs.
  • Improved internal content search accuracy and variance by 61% and 35% respectively.
  • Drafted critical internal blogs and announcements.
  • Interviewed candidates for open technical writer positions and mentored junior writing staff.
  • Consolidated siloed documentation into Confluence and GitHub.
  • Reported program status and metrics to General Managers.
  • Measured the health and impact of the knowledge-management program through surveys, Google Analytics, and Flesch-Kincaid reading scores.

Cloudflare, San Francisco — Content Designer, Technical Writer February 2017 - March 2021

Authored public-facing incident reports for Fortune 500 customers, published UI microcopy, and revamped Zendesk support guides into Contentful articles. My collaborative approach with subject matter experts ensured an accurate and relevant knowledge base for our users.

  • Authored ~200 public-facing incident reports for Fortune 500 customers.
  • Published UI microcopy, developer documentation, and video scripts.
  • Rewrote 1000 Zendesk support guides as 250 articles in Contentful.
  • Developed and implemented processes for creating and maintaining knowledgebase content in collaboration with subject matter experts.
  • Worked with subject matter experts and the Cloudflare community to ensure an accurate and relevant knowledge base.

Dell Technologies, San Francisco — Senior Software Engineer September 2014 - February 2017

Promotions: Technical Support Engineer –> Software Engineer –> Senior Software Engineer

Showcased our private cloud product at OpenStack conferences and led Agile team sprints. I helped build the foundations of our product and resolved critical issues with customer deployments.

  • Presented the company’s private cloud product at OpenStack conferences.
  • Led standups to review engineer progress and managed Agile team sprints.
  • Resolved critical issues with customer deployments involving Docker, ELK stack, MySQL, RabbitMQ, nginx, OpenStack, and HAProxy.
  • Updated Docker, Ansible, Bash, and Python code in Stash.
  • Reviewed product documentation for clarity and accuracy.

Ad Revolution, Los Angeles - Director of Email Marketing January 2008 - September 2014

Promotions: Engineer –> Sr. Engineer –> Manager of Email Marketing –> Director of Email Marketing

Achieved $3.9M monthly revenue in Email Marketing from inception. Created and led a team to develop and execute targeted campaigns, while analyzing performance and presenting results to management.

  • Grew Email Marketing revenue from $0 to $3.9M per month.
  • Created newsletters, email subject lines, and content.
  • A/B tested email subjects and content and analyzed performance.
  • Segmented mailing lists based on demographics and previous open/click activity and scheduled campaigns in ConstantContact.
  • Audited campaigns for functionality, design, compatibility, and compliance.
  • Developed and tested email marketing strategies and analyzed results.
  • Presented metrics, goals, plans, and roadmaps to management.
  • Grew Email Marketing revenue from 0$ to $3.9M per month.
  • Hired and directed nine members of an Email Marketing team.

Part-time Work Experience

Remotasks, Remote — AI Poetry Expert APRIL 2023 - JANUARY 2024

  • Revised AI-generated poetry to train AI models on traditional poet styles and poetry forms.
  • Wrote poetry prompts and critiqued AI responses for accuracy, tone, helpfulness, and presentation.

Volunteer Experience

  • Marin Poetry Center (MPC) board of directors, Apr. 2023 - Jan. 2024
  • Volunteer poetry and writing tutor for 826 Valencia, Oct. 2019 - Mar. 2020
  • MPC school poetry anthology and contest coordinator, Aug. 2018 - Aug. 2020
  • Senior Submission Reader for E&GJ Press, Sept. 2018 - Mar. 2020
  • Chief Editor of frak\ture poetry journal (WordPress), Dec. 2018 - Apr. 2021
  • Short-story writing teacher for 3rd, 4th, and 5th graders, Jan. - May of 2018

Hobbies

Poetry, Hiking, Anything outdoors