Portfolio

Technical Writer II on the North American Knowledgebase Team in charge of implementing and maintaining Knova processes, the knowledge management system (KMS) ESET utilizes to post content on http://support.eset.com/ (ESET Knowledgebase averages more than 10.8 million page views annually). Crafts clear and concise company processes. HTML coding, layout, KMS/technical writing best practices in support of consistent content voice and user experience.

• Built a new project management structure in Jira to assist with task management progress visibility across departmental lines
• Designed and executed structured remediation projects ensuring content readiness for new platforms and feature rollouts
• Developed and managed a web-based, international, internal style and reference guide using Help & Manual
• Created and maintained governance rules, documentation standards, and enterprise style guides adopted across business units
• Developed and maintained complex taxonomy, metadata structures, and content grouping frameworks to support accurate search and navigation
• Created and maintained several Remote Monitoring and Management (RMM) Online Help guides in Help & Manual using batch files, XML, HTML, command line, and an SVN client to ensure version accuracy.
• Created product welcome packages for new and migrating business users. Initially a North American (English only) pilot page, the product welcome packages have since been translated into many other languages.
• Trained all new team members on Online Help guide documentation and publishing process
• Assisted with the migration of content from InQuira to Knova
• Developed, deployed, and communicated processes in Knova for run-the-business needs, product launches, updates, and dot releases
• Reviewed, edited, and provided feedback on processes in Knova and Help & Manual  

Member of the Siebel Enterprise Business Solutions team in charge of major system deployment initiatives launched throughout all Lowe’s locations. Tested all maintenance and major enhancements in lower system environments before all releases and tested all items in production when pushed from development. Worked directly with external resources to remedy system and data issues during testing. Ensured tested functionality maintained system and business process integrity. Participated in system change request requirement gathering sessions. Worked closely with IT counterparts to develop system change request solutions. Delivered updates to business users, training, and process teams. Provided post-deployment support to end users, troubleshooting issues in the field when needed, and collected and shared lessons learned after each release.

• Successfully completed 2,000+ User Acceptance, End-to-End, and Smoke test cases on time
• Reviewed, provided feedback, and approved all user functionality processes and training documentation
• Executed five major pilot and Go-Live readiness initiatives for enterprise systems, coordinating with HR, IT, training, and process teams
• Gathered user feedback, synthesized insights, and documented improvements to inform system enhancements

Knowledge Management Analyst on the Continuous Improvement Team in charge of implementing and maintaining InQuira (Oracle product), the knowledge management system (KMS) Lowe’s Contact Center utilizes. Crafted company processes and policies clearly and concisely. Posted emergency process alerts and communications during times of major system issues. Facilitated system training courses with business stakeholders and end users. Created, trained, and maintained a living team Reference Guide establishing content writing, HTML coding, layout, KMS/technical writing best practices supporting consistent content voice and user experience. Constructed and maintained multiple project plans for various team projects.

• Developed, input, and deployed processes in InQuira
• Managed both quarterly Reference Guide and annual content audits 

• Reviewed, edited, and provided feedback on 850 processes to nine dedicated audit resources

• Managed the 2012 InfoCenter upgrade for the Contact Center (1,200+ users)
• Constructed, communicated, and implemented the 2012 InfoCenter Survey (including post-survey focus group facilitation)
 

• Compiled data and assigned deliverables according to focus group and survey feedback 

• Led the launch and documentation of Siebel, a customer relationship management (CRM) system Lowe’s implemented across its Contact Center (1,200+ users) in January 2012 

• Oversaw the migration of more than 300 Information and Procedure articles from Remedy (old CRM) to Siebel-related content

• Consolidated Directory and Glossary channel content and reduced number of
existing articles by 40%
• Authored Technically Writing, a corporate social media blog 



Provided excellent customer service to banking subscribers nationwide while consistently meeting company goals.

• Successfully cross-trained in four different departments
• Served as a mentor for new hires, created job aids, and provided constructive feedback to enhance overall call performance and quality
• Awarded Certificate of Excellence for Exceeds Performance (2010; Q3)
• Scored 16.44% above company customer satisfaction goals, 17.76% above company efficiency goals, and 2.96% above company adherence goals
• Selected by a panel of management to host a client executive for the afternoon. During this time, I demonstrated system processes and discussed best practices