Skills and Experience

15 years experience

At Hillsborough County, Florida:

• Researched and wrote 150+ help articles for technical and non-technical audiences, including software instructions, troubleshooting, and technology explainers.

• Documented technical attributes and administrative procedures for the County's Microsoft Teams and SharePoint environment.

• Delivered analysis of potential technological solutions to business needs; reported on suitability, security, support, cost, etc.

At Adviatech / Bigger Law Firm magazine:

• Researched and wrote features on technology stories in the news for a non-technical audience for Bigger Law Firm magazine (print).

• Researched and wrote blog entries and press releases for high-profile law firms across a range of legal fields. Stayed abreast of legal developments and news stories pertaining to the legal industry. 

4 years experience

At Hillsborough County, Florida:

• Led the development and maintenance of a knowledge base (KB) with thousands of readers and hundreds of articles.

• Developed and implemented policies and procedures for use of the ServiceNow KB, including submission procedures and a style guide.

• Edited submitted documentation for style and clarity.

• Addressed actionable feedback in a timely manner.

• Promoted the use of the knowledge base.

3 years experience

At Hillsborough County, Florida:

• As technical writer: Wrote and edited application language for use by a general business audience, optimizing grammar, clarity, conciseness, and style.

• As ServiceNow administrator: Created and edited IT service management forms for accuracy, ease of use, and style.

20 years experience

At Hillsborough County, Florida:

• Maintained the IT Department's intranet content to represent the department to some 5000 County employees.

• Drafted communications including Annual Reports representing the IT Department to County leadership.

• Wrote and edited content describing the IT Department's mission and vision, policies, and procedures.

At Adviatech:

• Wrote blog entries and press releases for high-profile law firms across a range of legal fields.

• Stayed abreast of legal developments and news stories pertaining to the legal industry. 

At Egret Holdings, LLC:

• Wrote all official company communications pertaining to the management of multiple real estate holdings.

5 years experience

At Hillsborough County, Florida:

• Researched, wrote, and edited instructional articles for technical software processes and non-technical business processes. Continuously improved same while utilizing feedback from the user base and the tech support team.

• Led the inception of a repeating series of instructional sessions for the use of Teams. These included topical presentations, Q&A, and expert guest presentations. 

 8 years experience

At Hillsborough County, Florida:

• Created attention-grabbing, attractive documents including Annual Reports representing the IT department to County leadership.

At Alston & Bird, LLP:

• Received and implemented advanced training in Microsoft Word document formatting for legal communications.

10 years experience

At Hillsborough County, Florida:

• Contributed to internal marketing of IT department mission and services to County workforce.

At Adviatech / Bigger Law Firm Magazine:

• Wrote website copy for high-profile law firms in various legal fields.

• Wrote press releases for law firms pertaining to firm achievements and events.

• Continually wrote blog entries with original analysis of trends and news related to clients' various practice areas.

2 years experience

At Hillsborough County, Florida:

• Tested software applications to identify defects.

• Developed and executed test plans and test cases to validate functionality, performance, and usability.

• Worked closely with development team to communicate and resolve issues.

• Documented and tracked defects using DevOps.

2 years experience

At Hillsborough County, Florida:

• Documented and tracked defects identified in QA testing.

• Created and tracked work items for user-facing and administrator-facing documentation of applications.

1 year experience

At Hillsborough County:

• Built on my experience with the Knowledge module in ServiceNow to learn IT Service Management.

• Gathered workflow requirements from teams within and outside IT.

• Created and updated workflows based on business needs.

• Created and updated forms for clarity and ease of use.

• Troubleshooted issues at the system level and the end-user level.

4 years experience

At Hillsborough County, Florida:

• At the onset of COVID work-from-home, oversaw the emergency implementation of Teams for a user base of ~5000 people.

• Provided tier 2 support for Teams and SharePoint. Worked with users to resolve simple and complex issues on a routine basis. Updated knowledge base to educate users. Worked with Microsoft product support to troubleshoot highly complex issues.

• Developed and implemented policies and procedures for the use of Teams and SharePoint in collaboration with infrastructure teams and management.

• Developed and maintained SharePoint sites and document libraries for various County departments.

• Instructed users on self-maintenance and development of SharePoint sites.

• Led the inception of a repeating series of instructional sessions for the use of Teams. These included topical presentations, Q&A, and expert guest presentations. 

15 years experience

At Hillsborough County, Florida:

• Research analyst: Researched potential technology solutions to client need, evaluating for suitability to requirements, cost, security, and support.

• Teams/SharePoint administrator: Researched platform capabilities, usage, troubleshooting, and best practices 

At Adviatech / Bigger Law Firm Magazine:

• As a content writer for law firms, I researched various legal fields in various jurisdictions, Including established fact and breaking news.

• As a featured writer for Bigger Law Firm, I deeply researched current events in technology and law and wrote articles for a wide layman's audience.

4 years experience

At Hillsborough County:

• Gathered requirements for technology needs, evaluated suitability of existing solutions vs new solutions, and created comprehensive reports.

• Worked with teams in various departments to align ServiceNow (ticketing) workflows with business processes, requiring deep understanding of those processes.

5 years experience

At Hillsborough County, Florida:

• Created and annotated graphics and screenshots to illustrate documented material.