Curriculum Vitae

Manager Duties

• Managed workflow between two different software departments (and seven projects), while producing quality documents on time.

• Lead and organized three major projects with the executive team.

  • Training Curation Portal—a portal where our customers and employees can find all their training needs.

  • Knowledge Management—collecting all documentation from every department, consolidating it into one repository of living documents that everyone can use.

  • Knowledge Base Articles (KBA)—make the Salesforce KBAs useful and accessible to customers through Flare.

• Streamlined processes and practices for the Support, Implementation, Professional Services, Customer Success, Sales, Marketing and Documentation departments to ensure consistency in training and help products.

• Managed two software platforms—MadCap (Flare, Mimic Central and Connect to Salesforce) and Pendo—as the Product Owner of both.

• Assigned new tasks and manage daily tasks for department employees.

• Wrote and/or approved all content prepared for our in-app messaging software Pendo.

• Reviewed and edited scripts written for webinars and videos.

• Proofread and edited all documentation throughout the company.

• Assisted Human Resources in the hiring process for new employees in the Documentation Department.

• Completed Performance Reviews of any employees directly under the Documentation Department umbrella.

Proposal Writing Duties

• Performed Kick-off calls before every RFP response is written to determine if the district’s requirements align with the company’s directives.

• Wrote, prepared, and coordinated RFP Request for Proposal (RFP) responses for K-12 school districts nationwide, ranging from 10 sites to 125 sites within the district, with strict deadlines.

• Contributed any deliverables as needed to the Sales team for demonstrations

• Interpreted and analyzed RFP data provided by districts to organize Request for Proposal responses, and coordinate with various departments, including Sales, Marketing and Support, to gather necessary information for requirements.

• Coordinated with all members of the company, from the marketing assistant to the CEO, to complete all tasks related to the RFP process, including gathering requirements and ensuring all responses align with company’s developmental roadmap.

• Trained new Sales and Documentation Department employees with the Request for Proposal response process by training them on the company documents templates and document editing procedures before responding.

Technical Writing Duties

• Remained current on software enhancements and bug corrections by participating in Agile Software Development, and the two-week Sprint software lifecycle process, with the development team by attending daily scrum, bi-weekly Sprint demos and Sprint kick-off meetings for planned releases.

• Followed and adhered to company and district operations, and State, Federal and USDA regulatory guidelines and directives across all documentation.

• Managed internal documents in SharePoint, and mange customer-facing documents in WordPress.

• Managed .html files for MadCap Flare Online Help with Source Control in SQL Server 2017 Management Studio and now MadCap Central.

• Created, updated, and maintained user manuals and Help files for four major projects simultaneously, which includes K-12 web and desktop software.  Documentation included employee training guides; customer training guides and release notes; support documents; Quick-Start guides; PDF user manuals; and interactive html user help.

• Organized and analyzed complex technical contents and transform them into easy-to-understand documentation and technical specification design experience.

• Assisted marketing department with proofreading and editing for the website, brochures, flyers, blogs, and video scripts.

• Performed internal Quality Assurance tasks regarding the documentation usability and security.

• Produced custom graphics for the Help files and custom app using Adobe Photoshop and Illustrator.

• Worked closely with Development Team to submit documentation to the Apple and Google Play stores for app submission on two apps, one of which was an inventory receiving app.

Quality Assurance Duties

• Performed Quality Assurance tasks regarding the software and documentation usability and functionality from a customer perspective.

• Analyzed, documented, and reported software errors to developers.

Customer Support Duties

• Assisted Level 2 Support Members with any support issues or questions that may arise by responding to inquiries in Slack.

• Performed complete Support customer service tasks by answering district questions, remoting into customer computers when needed, restarting Server services if needed, assisting other team members, and documenting all cases during the busy season.

• Trained customers on-site as needed and followed up with them to ensure continued success.

Technical Duties

• Wrote and ran SQL queries, as well as perform a data delta on a database as needed.

• Updated the software (.dlls) from the DEV environment onto my computer to view upcoming changes.

• Edited Flare files in the Text Editor, instead of the XML Editor to perform certain tasks.