Experience

Technical Writer

Created an initial prototype, coded using HTML and CSS
Worked with the Design team to refine the prototype and ensure coherent branding throughout
Did all of the front-end coding

Created icons and diagrams in Figma
Liaised with the Implementation team to ensure the Postman collection was always up to date and in sync with the documentation
Contributed to the technical portion of RFPs
Reviewed and approved pull requests made by developers
Fully documented working processes in the company wiki to help onboard future writers
Helped with translating marketing content into French

Created and updated UI copy for a B2B product in Figma and internal tools
Developed a notification framework
- Audited existing email and jewel notifications
- Worked closely with a Product Designer and Engineer to create a component library and a set of guidelines for email notifications
- Redesigned 25 existing email notifications to bring clarity and consistency
- Created a wiki to help other teams develop new notifications

Created and updated documentation in Markdown
Led UX improvements across the Developer Hub and API reference
- Reduced total error clicks by 40% and rage clicks by 19%
- Reduced accessibility-related errors and alerts in API reference by 89% (measured using the WAVE plugin)
- Brought accessibility score from 0 to 93 in the API reference (measured using Google Lighthouse)
Started an information architecture review

Created and updated documentation in Markdown
Wrote UX copy for the Dashboard using Figma
Created a style guide and glossary in Notion
Led a docs site redesign
- Created an initial prototype in Figma
- Worked with the Design team to refine the prototype
- Defined the scope of the MVP

Conducted research into alternatives to Readme.io
Presented findings to stakeholders to get sign-off on Confluence Server
Set up the backend content architecture
Created a heavily-customised theme using HTML, CSS, JavaScript, and Velocity
Manually migrated all content and set up redirects

Maintained our instance of Confluence Server, liaising with IT and our third-party host when required

Owned the API reference for Unified Payments and vNext
- Created and updated content in YAML
- Reviewed and approved pull requests made by developers
- Maintained the GitHub repositories
- Upgraded ReDoc periodically and made required CSS changes
Wrote UX copy for the Hub (merchant-facing dashboard)
Defined the documentation roadmap and tools
Documented team processes in the company wiki to help onboard new team members
Hired and managed a more junior writer
Planned and tracked team tasks in JIRA and Trello
Regularly tested the API in Postman
Used Figma to collaborate with the Design team
Edited assets in Adobe Illustrator

Created and maintained client-facing documentation for Junifer CIS using Confluence Server
Tested new features and reported any issues relating to functionality or copy
Created diagrams using Draw.io
Designed and maintained the demo web portal used by the Sales and Training teams
Reviewed the API reference and suggested improvements

Created and maintained documentation for Firefly LMS using Confluence Server
Created video tutorials for the desktop and app versions of Firefly LMS using Adobe Illustrator, Adobe Premiere, Camtasia, and Quicktime
Created a style guide and documented the publishing process
Managed a migration to Confluence Server

Conducted research into alternatives to Firefly LMS
Presented findings to stakeholders to get sign-off on Confluence Server
Found a hosting provider
Set up the backend content architecture
Created a heavily-customised theme using HTML, CSS, JavaScript, and Velocity
Manually migrated all content and set up redirects

Created and maintained documentation for Operational Decision Manager in DITA XML
Created and maintained documentation for an internal testing tool in Markdown
Suggested terminology improvements
Conducted research on icon usage throughout IBM documentation and presented findings to the Operational Decision Manager team