SUMMARY
- Customer education and technical content professional more than a decade of experience building learning programs, technical documentation, and self-service systems ranging from startups to enterprise organizations including Google, Microsoft, Uber, and Edward Jones.
- Reduced customer onboarding time by 40% and support ticket volume by 28% through structured LMS deployments and modernized self-service architectures.
- Pairs instructional design, content strategy, and analytics to drive product adoption and elevate the customer experience.
- Integrates AI-assisted pipelines to scale learning operations rapidly without sacrificing quality or accuracy.
CORE SKILLS
- Technical Writing & Documentation: Developer and end-user documentation, REST API documentation, in-product help and UI text, release notes, knowledge base and support articles, task-based and conceptual topics, information architecture, single-sourcing and content reuse, structured authoring, style guide development and governance, SME interviews, technical editing and peer review, plain language, localization-ready writing, accessibility-conscious content
- Content Tooling: Markdown, Git and GitHub, static site publishing, structured XML publishing platforms, HTML/CSS, SQL, Python, VS Code, Confluence, Jira, Asana, Agile
- Content Operations & AI: Content strategy, editorial standards, AI-assisted content pipelines with human-in-the-loop QA, prompt library development, content audits and governance, usage analytics, root cause analysis
- Customer Education & Enablement: Customer onboarding, product adoption, self-paced and instructor-led training, webinars, video training, sales enablement
- Instructional Design: Needs analysis, curriculum development, ADDIE, Bloom’s Taxonomy, Articulate Storyline and Rise, Camtasia, Vyond
- Learning & Knowledge Platforms: Skilljar, SCORM, LMS implementation and administration, Zendesk Guide, ServiceNow Knowledge Base, Salesforce
PROFESSIONAL EXPERIENCE
EPAM • Digital Engineering & Consulting
Nov 2022 – March 2026
Technical Writer / Instructional Designer
- Redesigned a four-course financial advisor curriculum for Edward Jones into a modern, interactive online learning experience, managing the project from initial needs analysis through publication and LMS deployment.
- Edited and standardized online learning content for Google’s internal learner audience across product management topics, applying instructional design standards across a large, multi-author curriculum.
- Architected an AI-assisted content pipeline for a seven-person team on the Google account, building prompt libraries and human-in-the-loop QA processes that cut drafting time from days to hours and reduced QA defects by 50%+.
- Modernized 100+ user documentation assets for Google’s global real estate tool suite, including contract management systems and map-based geospatial analytics interfaces, while embedded in Agile development teams.
Steyer Associates • Content Development
April 2021 – November 2022
Technical Writer / Content Designer
- Led the content modernization of 200+ customer support and internal knowledge articles for Uber, establishing reusable templates and style guidance that increased self-service resolution.
- Authored in-product help content and user release communications for Microsoft Excel within structured XML publishing platforms, serving millions of users.
- Produced technical marketing and customer enablement content for DataRobot, including a government-focused white paper explaining practical AI/ML applications to enterprise stakeholders.
- Executed editorial review and quality assurance for AI-generated documentation and chatbot replies as part of early production human-in-the-loop content checks.
MITS (WhiteCup) • Business Intelligence & CRM Software
October 2013 – Feburary 2021
Technical Writer / Instructional Designer
- Led selection, implementation, and administration of Zendesk (Guide and ticketing), building a centralized customer knowledge base that strengthened self-service deflection and reduced support contacts by 28%.
- Designed and launched the company’s customer learning platform on Skilljar, driving product adoption and cutting customer onboarding time by 40%.
- Developed the full customer training portfolio, delivering self-paced courses, instructor-led workshops, webinars, and video tutorials aligned to customer onboarding and adoption milestones.
- Established the online documentation program, including publishing standards and content workflows, and creating the organization’s primary customer information resource.
- Produced content for cross-functional product communications, including release announcements, customer newsletters, proposals, and sales enablement assets, in partnership with sales, marketing, support, and product teams.
CERTIFICATIONS
- Google Cloud Platform – Generative AI Leadership
- Salesforce – Salesforce Certified Platform Foundations
- Anthropic – AI Fluency: Framework & Foundations