Content Designer

4/2022 to present

ServiceTitan, Glendale, CA

• Serving as the sole content designer in an experience design organization of 30+ designers and design managers developing a broad software platform that supports home and commercial services companies.
• Collaborating with product managers, product designers, UX researchers, and developers and striving to deliver inclusive, accessible, and data-driven UX content design.
• Contributing content guidelines for the design system and working with the design system team to review and publish them.
• Organically building relationships, increasing visibility, and demonstrating the value of the new content designer role to the Product and Experience Design organizations within the company.
• Contributing to a healthy work culture through openness to constructive feedback, negotiation, and kindness.

Technical Writer

6/2018 to 4/2022

Spok Inc.

Minneapolis, MN

• Contributing to the launch and on-going support of a cloud-based communication platform targeting hospitals and the healthcare industry.
• Creating accessible, task-oriented documentation targeting an audience of healthcare workers and the system administrators that support them.
• Working with development and product teams to review and revise existing UX copy for quality and consistency.
• Collaborating with software engineers, product owners, and support team members to identify documentation needs and gather information.
• Demonstrating effective relationship building and time management skills as an embedded member of multiple development teams following an Agile-based development methodology.
• Publishing and managing content via the MindTouch knowledge management platform.
• Driving continuous improvement of documentation practices to make the team more efficient, deliver higher quality products, and complete documentation promptly.
• Creating, maintaining, and advocating for documentation standards.

UX Writer (Contract)

10/2017 to 6/2018

Further (formerly SelectAccount)

Eagan, MN

• Collaborated with UX and development teams to write UX copy for the redesign and rebranding of the organization’s medical savings account banking site and mobile platform.
• Worked with UX researchers to identify the target audience. Interpreted business requirements and design mockups to understand UX copy needs.
• Wrote and edited informational articles that emphasized easy-to-understand information about medical savings accounts and other financial products.
• Managed web and mobile device UI copy using the Contentful CMS platform.
• Assisted in the migration of customer-facing resources, self-serve content, and educational material from a Wordpress site to the MindTouch platform.

Technical Writer

9/2016 to 8/2017

Avionté Staffing Software

• Supported a staffing software solution that was transitioning to a cloud-based, SaaS business model.
• Created task-oriented documentation that targeted an audience of recruiters, HR professionals, and account managers.
• Collaborated with software engineers, product owners, and support team members as an embedded member of multiple development teams following an Agile-based development methodology.
• Published and managed content using the Zendesk knowledge base platform.

Content Specialist

6/2015 to 9/2016

Trexin Consulting

• Improved interviewing techniques, information gathering methods, and relationship building skills to create technical and promotional materials for a consulting organization serving healthcare and technology industries.
• Created case studies by interviewing project managers and SMEs, reviewing deliverables and other project documentation, then writing brief, concise, and accessible content based on the collected information.
• Developed email marketing campaigns and landing pages via cross-functional collaboration between marketing team, SMEs, and business leadership, including creating and following a campaign process, writing email and landing page copy, and building email templates and landing pages.
• Worked with consultants to develop, write, edit, and publish articles showcasing expertise of the organization’s consultants.
• Managed and streamlined the creation, editing, and publication of marketing content, including consultant bios, press releases, internal announcements, and event summaries while ensuring that they adhered to internal stylistic guidelines.

Technical Writer / UX Writer

1/2015 to 6/2015

Minnesota Bureau of Criminal Apprehension

• Created technical documentation and training materials for several project teams following an Agile development methodology.
• Served as UX writer, creating UI copy and error messages to be used by developers of multiple third-party law enforcement applications.
• Collaborated with developers and project managers to create vendor specifications materials that define business rules, establish certification requirements, and document the system’s XML schema.
• Developed site-readiness documentation that provided detailed explanations and instructions for law enforcement agencies about to undergo a software migration.

UX Writer (Contract)

8/2013 to 1/2015

Best Buy Co. Inc.

• Worked with UX, Dev, and Legal teams to write UX copy that complimented application design, met legal requirements, and enhanced usability.
• Created user manuals, eLearning courses, and job aid documents used to train over 120,000 retail employees on desktop and tablet sales applications and tools.
• Created User Acceptance Testing (UAT) scripts that were easy for participants to use and that provided QA, UX, and Dev teams with test results that helped to improve future iterations of applications.
• Researched and wrote over 300 technical support articles used by 20,000 Geek Squad Agents to troubleshoot mobile phones and tablets.

Skills and technology

HTML

CSS

XML

Markdown

Structured Authoring

Topic-based Authoring

DITA

Wordpress

MindTouch

ZenDesk

Contentful

Framemaker

Madcap Flare

Camtasia

Jira

Confluence

Rally

Microsoft Word

Microsoft Powerpoint

Photoshop

Illustrator

Axure

Figma

Sketch

Zeplin

Education

Bachelor of Arts: English

University of Minnesota, Morris