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Resume

Work experience

2022 - Present

Flexera

Knowledge Manager - Content Strategist -Senior Technical Writer

  • Lead content strategy and design initiatives that empower users and drive engagement across Flexera's customer community and knowledge base.

  • Manage post-sales content lifecycle from analysis and planning to creation, governance, and continuous optimization.

  • Lead the transformation of Flexera’s knowledge culture by embedding KCS principles, coaching and rewarding contributors, and creating systems that make knowledge creation, curation, and reuse part of everyday workflows.

  • Manage the knowledge base, leveraging analytics to increase case deflection and improve customer outcomes.

  • Edit and review content submitted by contributors across the organization to ensure usability, clarity, and alignment pre-publication.

  • Manage content style guide and review process, driving consistency and content quality across the customer journey.

  • Collaborate cross-functionally with Support, Customer Success, Marketing, Enablement, IT, and Product teams to ensure content aligns with business goals and user needs.

  • Enable 200+ global contributors through structured writing practices, governance workflows, and AI-assisted reviewing/editing tools.

2015 - 2022

TWN Communications

Enablement & Knowledge Operations Manager - Lead Technical Writer - Instructional Designer

  • Built the company’s documentation and enablement ecosystem from the ground up, blending UX-informed knowledge design with operational process improvement.

  • Launched and managed a company-wide knowledge base and SOP system, reducing onboarding time by 30% and cutting help desk inquiries by 55%.

  • Introduced content analytics and feedback loops to identify high-impact improvements in structure, accessibility, and user experience.

  • Designed interactive training courses, eLearning modules, and multimedia documentation to enhance product adoption and retention.

  • Directed content governance and review processes to ensure consistency in voice, taxonomy, and information architecture across platforms.

  • Led cross-functional teams in technical writing, enablement, and software QA.

2014-2015

TWN Communications

Technical Support Manager

  • Managed a high-performing technical support team, achieving top KPIs and exceeding customer satisfaction benchmarks.

  • Acted as subject-matter expert, responding to staff inquiries on technical and procedural matters. Responding to an average of 200 calls per day.

  • Chosen as first point of contact for resolving customer escalations.

  • Designed and implemented a continuous learning program for agents, leading to consistent improvement in call resolution metrics.

2013-2014

TWN Communications

Technical Support Engineer

  • Promoted to senior member of the technical support team within first six months of hire due to excellent first-call resolution. Responsible for diagnosing and resolving technical issues escalated by technicians.

  • Elected as first point of contact for all sensitive customer escalations and complex VIP support due to consistent excellent CSAT scores.

  • Chosen to act as service and support’s subject-matter expert for technical support and company procedures.

  • Provided remote assistance to field technicians and 24/7 on-call support to customers.

2012-2013

Premier Insurance Benefits

Instructional Designer & Sales Enablement

  • Designed training materials, including presentations, manuals, assessments, FAQs, and instructional videos, decreasing onboarding ramp-up time by 35%.

  • Trained and coached sales agents to achieve maximum sales goals and adhere to company procedures.

  • Increased sales beyond target goals in 100% of quarters post-implementation.

  • Played a key role in launching a new office location, contributing to hiring and onboarding strategy.

Education

2024-2026

University of Central Florida | Master of Arts Degree 
Technical Communication 

Pursuing Master's of Arts in Technical Communication. 4.0 GPA and one of UCF's strongest applicants.

2018-2021

University of Central Florida | Bachelor of Arts Degree 
Technical Communication 
Literature Minor

Acted as a professional leader in my technical communications courses, managing projects and acting as a mentor and editor.

2004-2008

St. Petersburg College | Associate of Arts Degree

Recipient of President’s Honor List award due to consistent 4.0 GPA. Honor student with excellence in English comprehension, writing, and literature studies. Course focus on biology/chemistry.

Skills & expertise

  • Technical writing, editing, and content strategy

  • Global enterprise knowledge and content management

  • UX and human-centered design

  • Brand storytelling and style governance

  • Product documentation, training, and customer education

  • Instructional content, eLearning, and onboarding programs

  • Knowledge governance, lifecycle management, and contributor enablement

  • Knowledge-Centered Service (KCS) practices, coaching, and adoption strategy

  • Information architecture, metadata, taxonomy, and discoverability strategy

  • Multi-channel publishing and editorial operations

  • Cross-functional collaboration with Product, Design, Support, Success, Marketing, IT, and Enablement teams

  • AI-enhanced content workflows and intelligent knowledge systems

  • HTML, CSS, XML, Markdown

  • MS Office, G Suite, Azure DevOps, MS SharePoint, Adobe InDesign, Salesforce, Jira, Confluence, Figma, Camtasia, Snagit, Visual Studio

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