Work Experience

ACS Technologies

Independently planned and executed documentation for multiple products under release deadlines while maintaining technical knowledge of all solutions
Wrote and developed original documentation for MissionInsite, a tool for ministry, stewardship, and organizational planning
Published and updated documentation using EasyDITA/Heretto Content Management Systems for approximately 25 releases per year
Mentored and trained Professional Writing undergraduate interns and entry- and mid-level technical writers, triaging work and providing feedback as needed
Evaluated design specifications, including onscreen wording for new products, to ensure usability and positive customer experiences
Completed disaster communications training and kept the customer base apprised via e-mail and social media when Hurricane Matthew hit and no one else in the department had internet access
Administered the corporate blog, including evaluating articles for publication, coaching writers, and staying in tune with current events and issues facing churches, schools, and nonprofits
Built client relationships in the Charleston area through customer visits, church-specific safety training provided by local law enforcement, and professional meetups
Managed a corporate customer support Twitter account, increasing followers from <50 to 600+ in 18 months and building customer engagement through social media.

Revised customer and client training guides to company standards, integrating current research in adult learning and development and product usability
Maintained training documentation, incorporating software enhancements and participant feedback.
Participated in online training to explore adult learning topics, e.g., interactions and gamification
Coordinated audits of product troubleshooting articles, eliminating unneeded/outdated content
Attended the 2014 Society for Technical Communication (STC) Summit.

Developed task-based online procedures for computer software solutions for churches, schools, and other non-profit organizations
Rewrote entire print-based documentation system for non-profit financial accounting solutions and transferred it to Atlassian Confluence wiki-based online help
Revised training manuals for usability, software enhancements, and consistent grammar and style
Learned various ACS products including People Suite, Financial Suite, Facility Scheduler, Access ACS, Extend, Church Life, The City, Membership Plus, and Realm
Added and updated enhancement tickets in Atlassian JIRA
Participated in a 16 hour usability training session with software testers and developers
Performed usability studies and assisted with software implementations at various churches, schools, and non-profit organizations
Suggested and implemented various user interface enhancements to improve usability.

Implemented policy and procedure changes into client and associate procedure manuals
Converted print-based procedures to online help using Adobe RoboHelp
Trained approximately 60 associates using online help guides
Coordinated procedure reviews involving managers, trainers, and lead associates
Edited a monthly employee newsletter while leading a team of 8-12 contributors
Represented the training and technical writing departments on the Employee Activities Committee.

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