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.