Passionate about making complex information accessible
Detail-oriented Technical Writer with three years of experience helping businesses streamline internal processes, identify knowledge gaps, and reduce customer support requests through quality documentation.
Work experience
Technical Writer - Integrated Lending Technologies
Jun 2023 - Mar 2024Developed internal documentation to streamline employee workflows and external documentation to ensure customer success for Integrated Lending Technologies’ proprietary loan management software, Allegro.
Reduced frequency of customer support tickets by identifying common issues and publishing training guides for proprietary software
Maintained both internal and external knowledge portals including developing documentation, ensuring quality information architecture, and adhering to company style guidelines with custom HTML/CSS design elements
Worked directly with employees across the organization to research and produce accurate guides for internal systems
Developed and implemented a comprehensive process for producing bi-weekly release notes covering two distinct PHP frameworks
Technical Writer - Axonius
Jul 2022 - Mar 2023Designed, launched, and maintained an internal repository of documentation for a staff of 200+ and an external knowledge base of 100+ customer support articles.
Organized and maintained institutional knowledge by designing a scalable system for internal documentation
Optimized employee workflows by identifying gaps in knowledge coverage
Minimized time to publication for new information by developing institutional style guides
Ensured timely communication of process changes by publishing a weekly newsletter
Administrative Director/Technical Writer - Hired Judge, LLC
Aug 2021 - Jan 2023Directed daily function of an international talent acquisition firm with over 1,800 contractors.
Improved performance and scalability by documenting institutional best practices
Ensured customer satisfaction by gathering and analyzing performance metrics of contractors
Reduced time to delivery on orders by facilitating communication between clients and contractors
Professor of Communication - Delta College/Mid Michigan College
Aug 2018 - Aug 2022Prepared course materials including syllabi, lesson plans, and assignment documents. Facilitated student learning through lectures and activities. Conducted academic research on intercultural communication and cultural competency.
Improved student outcomes by utilizing assessment and process iteration
Demonstrated student growth by collecting and analyzing assignments
Increased institutional knowledge by delivering research and conference presentations
Education
Master of Arts in Communication - Ball State University
Bachelor of Music Education - Central Michigan University
Bachelor of Arts in English - University of Northern Iowa
Skills
Technical Documentation
API Documentation
Information Architecture
Interpersonal Communication
Intercultural Communication
Customer Success Operations
Project Management
Research
Audience Analysis
User Persona Analysis
Feedback Analysis
Training Development
Education
Technical Proficiencies
HTML
CSS
PHP
Python
JavaScript
Microsoft Office
Google Drive
Adobe Suite
Zendesk
ServiceNow
Okta
Atlassian Suite
ClickHelp
Affiliations
Association of Writers and Writing Programs
Society for Technical Communication
Phi Mu Alpha Sinfonia Fraternity of America
Publications and Conference Presentations
Intercultural Teaching: Guidelines for Incorporating DEI Education in the College Curriculum. Conference Paper, Michigan Academy of Science, Arts, and Letters Virtual Conference 2022
Policy Teacher in a Box. Educational Resources written for National Speech and Debate Association, 2021
Creating Healthy Acculturation in Community College Students. Conference Presentation, Liberal Arts Network and Development Conference 2018
Cross-Cultural Experiences of Japanese Students in U.S.-Based Drum and Bugle Corps. Graduate Thesis, 2018
Restricted Access: Media, Disability, and the Politics of Participation by Elizabeth Ellcessor. Book Review, Feminist Media Studies Vol. 18, Issue 6 (2018)
Petrichor. Short Fiction, North American Review, 302.1 Winter Issue 2017
Additional Awards and Honors
James H. Patrenos Memorial Scholarship Recipient, Phi Mu Alpha Fraternity of America 2019-2020
Richard G. Nitavic Communication Studies Award, Ball State University 2017-2018
Nominee, 2018 PEN/Robert J. Dau Short Story Prize for Emerging Writers
16th Overall Speaker, American Forensics Association National Speech Tournament 2016
Champion, National Junior Varsity Debate Championship 2015