Issaquah, Washington, United States
Experienced technical writer with 15+ years of technical writing and editing experience in a variety of fast-paced environments. Proven ability to work strategically with business partners to deliver results quickly and at a high level of quality. Passion for learning new tools and technologies. Exceptional organization and project management skills; responsive and diligent; strong interpersonal skills.
July 2014 - May 2019: Game Services, Lumberyard Delivered new or updated documentation for 18 Lumberyard beta releases and features including the FBX importer and character animation tools, and support for iOS, Android, macOS, Linux, and game consoles. Identified high-level documentation needs, created doc roadmap for each milestone, and helped team prioritize work based on customer feedback and business goals. Drove all documentation-related decisions for the authoring tools, build and publishing pipeline, writing standards and style guidelines, content architecture, and doc cycle processes. Played key role in localization process to deliver 600,000 words of translated content in Japanese and Korean. Led a team of technical writers to deliver a documentation set for the Amazon Lumberyard engine launch in February 2016. Increased scope of responsibility from technical writer lead to manager of three fulltime writers and one contractor when the business asked. Moved back to technical writer lead role, operating as experienced mentor, when org model shifted. Lumberyard documentation landing page: https://aws.amazon.com/documentation/lumberyard/ December 2011 - June 2014: Seller Services Editorial Owned and managed 15 to 30 projects simultaneously to completion, including editing US and Canada content, obtaining business and legal reviews, coordinating global editors and translations, and publishing all editorial deliverables on the launch date. Acted as lead for six global editors in China and Japan, mentoring and training on editorial tasks, tools, and processes (February 2013 – June 2014). Pioneered the scrum/agile process for editorial projects by helping the US lead editor to establish a process, naming conventions, and how to scope level of effort. Worked on project to update payments help content based on seller feedback, driving contact growth down by 10% relative to other regions, and increasing the thumbs up rate for payments help content from 38% to 46%.
Updated 100+ error messages for the product data feed. Created and updated documentation for seller tools, including the Catalog Mapper Tool and Manage Your Inventory.
Collaborated with Microsoft Store customer support and development teams to create help content for consumers to download and install Microsoft software. Updated existing content and identified new link entry points to improve customer satisfaction and usefulness of documentation. Software Downloads Help: http://www.microsoftstore.com/store/msstore/html/pbPage.Help_Software_Downloads
Partnered with the Supply Chain team to support the Global Foundation Services (GFS) Supply Chain Initiative and Planning by capturing process steps and creating process and training documents. Contributed to the Global Networking Services (GNS) Knowledge Hub with training slide decks, onboarding documents, and FAQs. Edited all content on the SharePoint site to ensure consistency and accuracy. Collaborated with subject matter experts to create customer-specific and general process documentation for network engineers to create data center stamps. Wrote supporting documentation and FAQ for GNS performance and work-in-progress reports, HDS reports, and DCS labor resource forecast reports.