Skills Summary

• Creative and detail-oriented communicator who enjoys the challenge of learning new products, processes and tools
• Self-motivated and self-disciplined; able to work well independently or as part of a team
• Strong interpersonal skills; able to liaise with individuals at all levels to secure information through effective listening and to share information through clear communication
• Exceptional organization and time management skills; able to carry out responsibilities with minimal supervision; able to work well under pressure and within time constraints

Tools

• Authoring Tools: Adobe Acrobat, Confluence, Copilot, Figma, MadCap Flare, Microsoft 365, Oxygen, SharePoint, XMetaL
• Version Control: GitHub, Microsoft VSTS/TFS, Perforce, Tortoise SVN

Experience

Senior Technical Writer, WatchGuard Technologies, Remote

July 2019 – Present

• Owned end-to-end creation, editing, and publishing of high-quality cloud and endpoint security documentation including Help content, setup and integration guides, knowledge base articles, and release notes to support enterprise and SMB customers
• Collaborated closely with cross-functional Agile teams including engineering, UX designers, product management, and support to translate complex technical features into clear, accurate, and user-centric content tailored to both technical and non-technical audiences
• Worked with cloud-based security products and services, capturing detailed workflows, architectural patterns, security configurations, and endpoint security behaviors to enable successful user adoption and reduce support escalations.
• Produced and maintained procedural, conceptual, and reference documentation for new features and releases on strict schedules
• Mentored and reviewed content from other writers to enforce style standards, improve clarity, and ensure consistency across all technical assets
• Identified gaps in existing documentation, recommended structural improvements, and championed content strategy initiatives to improve discoverability and reduce customer friction

Documentation Lead, MedAvail Technologies Inc., Mississauga, ON

November 2014 – July 2019

• Lead documentation team technical writing efforts to create product specifications, user and service manuals and procedures, online help, job aids and release notes
• Coordinate with cross-functional teams to create, organize, and maintain a full range of technical documentation to support existing and new products
• Provide creative and editorial support in the creation, review, and management of feature overviews, business requirements documents and functional specifications
• Provide editorial support to product and development, including app text, kiosk screen text, application interface text, error messages, etc.
• Create website text, client emailers, product and sales presentations, templates, logos and corporate communications, as required
• Manage internal and external SharePoint sites

Information Development Lead, SCIEX, Concord, ON

November 2010 – November 2014

• Led team of full-time and contract writers, editors and graphic designers
• Managed the product lifecycle of documentation, including instructions for use, installation, administration and service guides, conceptual overview guides, safety and regulatory guides and customer checklists
• Wrote and implemented information development plans
• Coordinated localization, printing and CD-ROM creation

Education

University of Toronto, Toronto, ON – Post Graduate Certificate in Information Design, Pass with Distinction, 2003

University of Waterloo, Waterloo, ON – Honours Bachelor of Arts, Major in Political Science, Minor in French, 1996