Skills & Tools

  • Copy writing & editing

  • Technical documentation: Tutorial, procedure, reference

  • Document design

  • Information architecture

  • HTML, CSS, XML, JSON, DocBook, markdown

  • Git and GitHub

  • Structured authoring and single sourcing

  • Audience analysis

  • Usability testing

  • Digital audio recording

  • Digital image & video editing

  • Productivity: Asana, Trello, Jira, Confluence Cloud, Zoom, Postman, SourceTree, Github Desktop

  • Content: Paligo, ZenDesk, Lessonly, Wistia, Aperture, Snagit, Camtasia, Final Cut Pro, Lucidchart, Sketch, Presi, Wordpress, Drupal, Visual Studio Code

  • Data: Swiftype, Algolia, Solvvy, Looker, Qualtrics, 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 2016 - Present

Director, Content & Education

  • Set self-service and education strategy for all Auctane brands: ShipStation, ShippingEasy, ShipWorks.

  • Align content and education strategy with company OKRs.

  • Build interdepartmental coalitions to ensure content meets the needs of all stakeholders.

  • Measure and analyze KPIs to ensure initiatives remain effective and relevant.

manager, Self-service & content

  • Develop and manage self-service content, internal support documentation, and self-service content style guide

  • Develop 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 touchpoint

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