EXPERTISE
- Content project management and content strategy
- Technical and web writing for software product development and customer support
- User interface writing for major consumer software programs
- Corporate and educational blogging, social media communications
- Multimedia content management and production (videos, infographics)
- CMS platforms, content authoring tools, XML, HTML, DITA, content migration
- Master of Communication in Digital Media (University of Washington) expected in 2013
EXPERIENCE
Amazon Kindle Customer Support
Content Strategist | November 2011 – present
- Write and design help content for Kindle on www.amazon.com
- Address customer needs with content design (saved $532,000 with visual content illustrating device reset instructions)
- Work with program managers to document device software features for all Kindle E Ink devices and reading applications
- Use metrics and DITA authoring standards to prepare content for CMS migration
- Collaborate with global content team to localize content for international releases
Microsoft Windows Web Services
Technical and Web Content Writer | May 2010 – November 2011
- Planned content strategy for the Microsoft Windows web site
- Wrote user interface experiences for Windows 8 (including entire File History feature interface), Messenger, and Movie Maker
- Created and managed visual content types (comics, infographics)
- Edited the Inside Windows Live corporate blog
- Wrote scripts for Windows Live marketing videos
Microsoft Online Services (Office 365)
Technical Writer July 2009 – May 2010
- Wrote user interface experiences for Office 365, including Home screen
- Created multimedia content plan for instructional video development
- Managed and wrote user assistance and marketing content for Office 365
Microsoft Office Live Small Business
Content Manager and Technical Writer | October 2006 – July 2009
- Managed Office Live Small Business support video strategy, wrote and storyboarded scripts
- Wrote for the Office Live Small Business blog
- Managed and wrote marketing content for small business audience
- Wrote user interface experience for Office Live Store Manager
Microsoft Office Work Essentials
Project Editor | October 2003 – October 2006
- Managed and developed content submissions from industry experts
- Designed and wrote marketing and support content for finance and law professionals
- Drove high-volume monthly web publication schedule
Microsoft Xbox Customer Support
Content Program Manager | July 2001 – October 2003
- Created and managed call center database of help content for Xbox and Xbox Live in America, Pacific Rim, Europe, and Japan
- Traveled worldwide to help deliver training to Xbox call center agents
- Planned and executed multilingual content migration between CMS platforms
EDUCATION
University of Washington
Master of Communication in Digital Media | Expected 2013
- Columnist and blogger for University of Washington’s www.flipthemedia.com
University of California at Santa Cruz
Bachelor of Arts in Literature | 1995
