About

I am a Toronto-based technical writer, who is passionate about leading end-users to success. In my current position as a Technical Writer for a software provider, I document the product’s features in knowledge base articles, release notes, and accessible guides. Both end-users and team members use these documents to learn how to use the product’s latest features for key business use cases.

Technical writing combines my love for writing and learning new things. Crafting an effective document that explains everything a user needs to know is like solving a great puzzle!

Pictured is my very spoiled dog, Guardian.

Experience

+150

Knowledge Base Articles

I designed a self-service, online library of articles on all product features. Our company has avoided over 30,000 support tickets to date, as clients can search the knowledge base for the answers to their questions. Of those searches, 95% found the help they needed on the knowledge base.

User Manuals

I maintain separate application manuals for each product version and end-user role. I also established the template and style conventions for the company’s product documentation to produce consistent and accessible materials.

Training Courses

I created 3 on-demand, video-based training courses so end-users can learn how to use the product for their day-to-day tasks. This included planning the curriculum, writing the voiceover script, recording screen capture, designing accompanying materials, and creating tests.

Key Skills

Writing and communication

With 4 years of experience as a technical writer, I am highly skilled at explaining how to use complex software tools and systems to end-users.

I also have 4 years of experience with content writing, copywriting, editing, and strategic communication planning to deliver consistent messaging to diverse audiences.

Screen capture and visuals

I use TechSmith SnagIt to capture product images and record video demonstrations to accompany documentation. To clarify technical concepts and complex processes in a user-friendly way, I also create accessible diagrams, charts, workflows, and graphics.

Knowledge base management

I have 5 years of experience maintaining knowledge bases for end-users, which involves crafting all content and managing reviews by subject matter experts.

In my current position, I use Helpjuice for our end-user knowledge base and Confluence and Jira for internal documentation and release notes.

Project management

To coordinate release documentation completion with subject matter experts and stakeholders, I use Monday.com and Aha! product management software.

In previous positions, I used HubSpot, Trello, and Salesforce to manage product communications initiatives across multiple teams.

Training content creation

I use Absorb LMS to create on-demand training courses for multiple audiences, including newly onboarded team members, client system administrators, and end-users.

These training courses feature screen recordings, voiceover, and interactive tests. I use Absorb LMS’ strong AI capabilities to efficiently maintain content for the latest product version.

And more…

I am also experienced with:

Microsoft Office Suite, including Google Docs and Google Slides.
HTML and CSS.
DITA and XML.
C# and Python.
Git and GitHub.
GNU Image Manipulation Program (GIMP).

Education

University of Toronto, September 2014 to November 2016

Master of Arts in Geography.

Thesis: The Regionalized Health Care System and Access for Mobile Populations in Southern Ontario.

University of Waterloo, September 2010 to May 2014

Bachelor of Environmental Studies, Honours International Development. Dean’s Honours List.

Diploma in Environmental Assessment.