Skills

  • UX writing

  • User research & testing

  • Structured authoring (DocBook, XML, JSON)

  • Content operations

  • API developer guides

  • Markdown/Markdoc

  • Git and GitHub

  • Software end-user guides (tutorial, procedure, reference, FAQ)

  • Document design

  • Information architecture

  • HTML/CSS

  • Localization

  • Copy writing & editing

  • Audience analysis

  • Digital audio recording

  • Digital image & video editing

Tools

  • Productivity: Jira, Confluence Cloud, Postman, Github Desktop, Airtable, Zoom, Slack, G-Suite, MS Office

  • Content/Design: Figma, Ditto, VS Code, Redocly, Pendo, Paligo, Zendesk, Wistia, Snagit, Camtasia, Smartling, Lucidchart, Final Cut Pro, Wordpress, Drupal

  • Data: Pendo, Looker, Google Analytics

 

Education

Ma, technical communication

Texas State University, San Marcos (graduated 2018)

BFA, Music & Sound recording technology

Texas State University, San Marcos (graduated 2005)

Employment

ShipStation/Auctane 2016 - present

Director, Content & ResearCh

  • Drive UX content strategy and operations.

  • Collaborate with product managers and designers so content aligns with initiative goals.

manager, Self-service & content

  • Set self-service content and internal support documentation strategy

  • Develop content style guides and training strategies for new hires, vendors, and users

  • Collect and analyze help center data to target content development and improve the customer self-service experience

  • Interface with product, engineering, marketing, and sales to develop a unified experience across every user touch point

bookpeople

bookseller, ecommerce manager 2014 - 2016

  • Managed ecommerce store and shipping logistics

  • Developed online shopping and events FAQ

  • Created the company’s first ecommerce procedure documentation

odd city entertainment

operations manager 2013 - 2014

  • Managed ecommerce and shipping logistics for limited edition screenprint art posters

  • Wrote press releases, newsletters, social media copy, blog posts, and website content

Alamo drafthouse cinema

trainer, manager, server, bartender 2009 - 2013

  • Managed front of house team of bartenders and servers

  • Developed bartender training course for store-opening training teams

  • Coordinated transportation for Fantastic Fest Film Festival (2011, 2012)

Interac japan (Kyoto)

esl teacher 2008 - 2009

  • Taught English as a Second Language (ESL) in elementary and junior high schools in the Kyoto public school district.

technical support and CX

  • Intego, Inc. 2006-2008

  • Apple Computer, Inc. 2004-2006