Resume

Ten-plus years writing and running documentation for enterprise software: developer docs, help centers, release communications, and in-product copy. I’ve owned information architecture and docs-as-code workflows, led platform migrations, and set UX writing standards across product teams. Comfortable with AI-assisted drafting and auditing; opinionated about where it helps and where it doesn’t.

Tools and areas: developer documentation, API docs, information architecture, docs-as-code (Mintlify, Git), content strategy, UX writing, support-deflection analysis.

Experience

Senior Technical Writer, Solutions · Iron Mountain

March 2026 – Present · Remote

• Leading a documentation platform migration from a legacy CCMS stack (Paligo + Fluid Topics) to Mintlify and a GitLab-based docs-as-code workflow.
• Partnering with another writer, engineering, product, the broader docs team, and Mintlify to plan and execute the transition and unify contribution paths across the organization.
• Lead technical writer responsible for establishing customer-facing documentation programs for Iron Mountain’s Solutions business.
• Designing information architecture, content strategy, and documentation standards for digital product offerings.
• Developing customer-facing and internal enablement content to improve product adoption and operational readiness.
• Partnering with Product, Engineering, Customer Success, and Enablement teams to align content strategy with business goals.

Senior Technical Writer, Platform & Data (Customer Education) · Rippling

October 2025 – February 2026 · Remote

• Served as the lead writer supporting the Rippling platform’s data products within the Customer Education organization.
• Planned, authored, and maintained help center content, developer documentation, tutorials, troubleshooting guides, and onboarding materials supporting both customer self-service and developer adoption.
• Supported documentation initiatives for Rippling’s Developer Portal, including developer-facing content, information architecture, and docs-as-code workflows.
• Defined and evolved information architecture for customer-facing knowledge resources across both the Help Center and Developer Portal.
• Partnered closely with Customer Support teams to identify opportunities for support deflection through improved documentation, knowledge coverage, and customer education initiatives.
• Collaborated with teams utilizing Decagon AI to analyze customer interactions, develop SOPs, identify recurring friction points, and drive targeted content improvements.

Senior Information Developer I · Appian

April 2025 – October 2025 · McLean, VA

• Promoted to Senior Information Developer.
• Expanded ownership across documentation strategy, information architecture, UX content, and AI-assisted content development initiatives.

Information Developer II · Appian

June 2022 – April 2025 · McLean, VA

• Authored and maintained customer-facing documentation for Appian Solutions products, including help content, release communications, onboarding materials, and product guidance.
• Managed documentation and release activities for Appian GAM Solutions, supporting more than 30 product releases during a six-month period.
• Designed and built the documentation set and information architecture for Contact Lifecycle Management, one of Appian’s newest solutions offerings.
• Served as UX content strategist for in-product language, messaging, and user guidance across multiple solutions products.
• Developed and maintained UX writing standards and style guidance to improve consistency, quality, and efficiency across product teams.
• Contributed to a broader documentation modernization initiative focused on improving information architecture, navigation, user journeys, and content discoverability.
• Leveraged AI-powered tools, including Gemini Gems, to accelerate drafting, content audits, gap analysis, UX content development, and front-end documentation improvements, enabling faster delivery and higher-quality customer experiences.

Senior Technical Writer · AssetWorks

July 2021 – May 2022 · Wayne, PA

• Promoted to Senior Technical Writer in recognition of technical writing, content strategy, and cross-functional contributions.
• Partnered with Product Management to support documentation strategy and knowledge management initiatives across multiple product offerings.
• Contributed to efforts to standardize documentation practices and improve collaboration across previously siloed content teams.

Technical Writer · AssetWorks

March 2016 – July 2021 · Wayne, PA

• Served as the sole technical writer responsible for customer-facing and internal implementation documentation for FleetFocus M5, a leading enterprise fleet management platform used by public and private sector fleets.
• Led a comprehensive modernization of the product documentation experience, auditing, restructuring, and improving 400+ help topics to increase usability, discoverability, and customer self-service success.
• Leveraged Zendesk support analytics, ticket trends, and customer feedback to identify knowledge gaps and prioritize content investments aimed at reducing support volume and improving customer outcomes.
• Partnered closely with Product Management, Engineering, QA, Professional Services, and Customer Support to deliver accurate, customer-focused documentation throughout the product lifecycle.
• Created implementation guides, training materials, workflow documentation, and release communications supporting both customer onboarding and long-term product adoption.

Customer Support · AssetWorks

March 2015 – March 2016 · Wayne, PA

• Provided customer care and technical support to clients for a variety of products: FleetFocus M5, KeyValet, and MobileFocus.
• Achieved a 95% solution rate (Department Standard: 90%).
• Closed 91% of tickets within 72 hours (Department Standard: 90%).
• Participated in after hours, emergency support rotation to ensure customer coverage 24/7, 365.
• Assisted in onboarding process for new employees by providing training and advice.

Education

Bachelor of Arts, Telecommunications · Pennsylvania State University, College of Communications