Skills
Expertise in architecting and writing online help for user-facing products
Success in articulating and evangelizing style guidelines and initiatives to diverse audiences
Experience in UX Writing and technical documentation
Successful history of scaling content creation projects within a vendorized model
Knowledge of Google Cloud Platform, including Google Cloud Storage and Cloud SQL
Experience with HTML, CSS, Terminal, and Markdown
Experience with internal tools such as Composer, Cider, Buganizer, and Critique
Studied visual design using Photoshop, Sketch, and a range of physical mediums
Exposure to Javascript, Java, and Ruby
Google Experience
Project Lead for Creation of Help Content, gUP
2018-Present
Lead content creation projects to produce quality online support for Google products including Google Earth, Shop with Google, Gmail, and Google Store. Coordinate goals and progress between product teams and vendor-writers.
Key Accomplishments
Manage a support content for a suite of more than 5 products, serving 50M+ users per year
Manage content creation pipeline of 10 of writers to deliver accurate content
Manage and lead initiative to empower the content team to manage creation of in product links to corresponding help center articles
Collaborate and partner with Tools team counterpart to build plan
Initiative resulting in saving Tools team 8 hours a week and shortening request turn-around-time by 24 hours or more
Develop and provided training for Content and Tools collaboration.
Mentored and trained new Project Leads (PLs) and contractors on PL processes and skills.
Presented on “No Dumb Questions” (inquire for more details)
Technical Writer, Cloud (20% capacity)
February - September 2019
Wrote and published Google Cloud Platform (GCP) documentation that helps customers choose best practices for their needs. Worked as an active member of the Technical Writing team in a 20% capacity.
Key Accomplishments
Researched, wrote, and published external documentation for Cloud Storage and Cloud SQL.
Collaborated with the engineering team to source and document product information necessary to users.
Reorganized information from multiple sources into a unified discussion, broken into conceptual and task-oriented topics.
Help Center Manager (HCM), gTech Consumers
March 2014 - October 2018
Developed, wrote, edited, and launched help center articles to support new product launches across a range of Google Products.
Key Accomplishments
Wrote content for Android Wear, Pixel, Calendar, Google Play, and Gmail that served more than 75M users.
Worked extensively with the legal team due to sensitivity on General Data Protection Regulation (GDPR) for Google Play.
Managed help content for large UI updates for the new Google Calendar (2017) and new Gmail layout (2018) while keeping help center customer satisfaction (CSAT) scores above 75%.
UX Writer, Accounts (20% capacity)
February - December 2018
Key Accomplishments
Wrote compelling and concise in-product copy to reduce friction for users for User Account and Advanced Protection Plan. View my UX Writing portfolio.