Resume

Key Skills

Photograph by Mark Likosky Photo
  • CompTIA Security+ certification, April 2019, with a broad knowledge of information security risks and how to mitigate against them.
  • Valued team player who works under tight deadlines with minimal supervision.
  • Technology industry experience on cross-functional teams using the Agile project management method.
  • Over 20 years of experience creating and distributing content for both technical and non-technical audiences in the information technology, information security, telecommunications, medical, news, and sports industries.
  • Exceptional computer skills and extensive experience with everything from Microsoft Office to Jira and Confluence, the command line, and beyond.
  • Digital media content: WordPress CMS (including HTML, CSS, and basic PHP), Adobe Creative Suite, Snagit, digital photography and video.
  • Knowledge of and experience with Linux, Docker, Git and GitHub, Markdown, Sphinx and reStructuredText, virtualization in the cloud (Amazon Web Services) and on the desktop (VirtualBox, Parallels, and VMware), and much more.

Work Experience

SentinelOne (Remote)

Senior Technical Writer, August 2021–March 2022

  • Performed writing, editing, and administrative tasks to maintain SentinelOne’s corporate documentation library, which includes everything from human-resources policies to IT and incident-response procedures.
    • Researched and implemented a new solution that improved the user experience of accessing documents.
  • My primary focus was the maintenance and improvement of a repository of documentation that supports SentinelOne’s FedRAMP-authorized software as a service (SaaS).
    • Worked with a variety of subject matter experts to review, update, and overhaul these documents, which are necessary to support FedRAMP-compliance efforts.
    • Researched, selected, and implemented a learning management system (LMS) to deliver and administer training necessary to comply with FedRAMP.
  • Contractor via Velocity Global.

Comcast Business, Philadelphia, PA (Remote)

Content Specialist and Technical Writer, March 2021–August 2021

  • Served as the technical writer and content writer for ActiveCore, Comcast Business’s award-winning software-defined networking (SDN)/software-defined wide-area network (SD-WAN) platform.
  • Wrote and maintained all content, from end-user documentation and customer communications to internal product documentation, release notes, and more.
  • Worked with the user experience (UX) team to create user interface (UI) content, including labeling, tooltips, and instructional text.
  • Contractor via Turnberry Solutions

DocForce/Bardwrite N.A. (Remote)

Information Security Technical Writer, August 2020–August 2021

  • Created new documentation for a premier vendor in the information security and threat intelligence space as it developed a new enterprise security solution.
  • Worked with product and engineering to research and write guides for administrators and users.

Comcast TPX (Technology, Product, and Experience), Philadelphia, PA

Technical Writer, August 2019–December 2019

  • Supported a network-engineering team within Comcast TPX (Technology, Product, and Experience) that created a tool to remotely measure bandwidth on the customer premises reliably and accurately.
  • Documented procedures to deploy and maintain the system, describing microservices and containerization on OpenShift, APIs using gRPC (Remote Procedure Call), a CI/CD platform, and more.
  • Created instructional material for internal team members and acted as a product-education specialist.
  • Contractor via TEKsystems.

LifeScan, Chesterbrook, PA

Technical Writer, June 2017–August 2019

  • Created help content to support OneTouch Reveal, a leading diabetes management app for individuals and healthcare professionals. This consumer application (web, Android, and iOS) helps patients record and track their blood glucose levels as well as share data with their healthcare providers.
  • Updated user manuals for patients and healthcare professionals to provide instructions for use of the OneTouch Reveal app and mitigate any potential medical risks associated with the product.
  • Researched and replicated issues reported to customer service and performed ad hoc testing to create content that provides troubleshooting solutions.
  • Contractor via Turnberry Solutions

Comcast Business, Philadelphia, PA

Technical Writer, January 2016–December 2016

  • Created technical instruction documents as an on-site contractor at Comcast Business, which provides advanced communications solutions to businesses of all sizes.
  • Worked as a member of several product deployment teams to create instructional documents for roles including customer care, sales, service delivery, and service assurance in the execution of tasks to support new products and features from Comcast Business telecommunications services (voice and data).
  • Participated in stakeholder alignments throughout the systems development life cycle, from requirement creation, to development, and through deployment, identifying and documenting processes that impacted systems and personnel.
  • Collaborated with stakeholders such as business analysts and specialists in operational acceptance testing to ensure that the new procedures tested prior to deployment matched what was included in end-user documentation.
  • Contractor via SM Data Services.

Comcast XFINITY National Customer Operations, Philadelphia, PA

Content Manager/Technical Writer, Knowledge Management, February 2013–January 2016

  • Managed instructional content as an on-site contractor at the corporate headquarters of a global media and technology company, the nation’s largest residential video, Internet and phone provider with over 28 million customers.
  • Maintained a new and evolving enterprise-scale knowledge management platform that has transformed the company’s ability to solve customer issues.
  • Created new content and revised existing content for both customer service representatives and customers using the Oracle Knowledge platform.
  • Interacted with front-line agents, taking suggestions and questions and working with subject-matter experts to clarify content and enhance user experience.
  • Improved customer-facing, self-service support content, thereby deflecting call volume and lowering cost per call while improving customer satisfaction.
  • Contractor via SM Data Services.

The Infamous Magazine, Philadelphia, PA

Editor-in-Chief, March 2011–August 2013

  • Contributed, compiled, and managed all content, from feature writing to photography, for a cutting-edge magazine covering urban culture, including music, extreme sport, fine art, and more.
  • Worked with the Publisher to oversee all aspects of magazine production and distribution and to manage online presence, event marketing, and business development.

PGA Magazine Publications & Marketing Group, Huntingdon Valley, PA

Digital Media Manager/Operations, February 2005–November 2010

  • Performed a wide variety of editorial and logistical tasks for the publisher of PGA Magazine, the official publication of The PGA of America and the leading trade publication in the $75 billion golf industry, and The Met Golfer, an exclusive publication in the New York Metropolitan region.
  • Helped the publisher to maximize the publication’s reach and impact while reducing costs.
    • Ordered and coordinated the printing and nationwide distribution of publications.
    • Prepared sell sheets, media kits, digital editions, press releases, readership surveys, and other marketing and sales materials.
  • Managed and created content for several websites (both trade and consumer) and several other online products, including blogs and e-mail marketing campaigns.
    • Assisted in planning all online initiatives, including website development and monetization.
  • Contacted and interviewed golf professionals to ghostwrite unique, trade-driven copy for the PGA Best Practices e-mail marketing campaign, sent weekly to 32,000 golf industry professionals with an overall average open rate of 20 percent.
    • Created similar content for the print edition of the magazine.
  • Five years of successful trade-show results:

Philly Temps and Perm, Philadelphia, PA

Office Assistant, February 2004–February 2005

  • Recognized consistently as a dependable employee, completing important administrative, clerical, public relations and e-commerce assignments for top Philadelphia companies, including Fortune 500 members.
  • Eliminated a two-month backlog of orders and customer-service tasks within 30 days at a fast-growing Internet retailer while reducing response time for customer correspondence, resulting in an increase in sales.
    • Assisted in creating a fraud-prevention system to significantly decrease losses.

Centerplate/Volume Services America, Yankee Stadium, Bronx, NY

Merchandise Assistant, May 2000–October 2003

  • World Series 2000, 2001, and 2003: Executed the New York Yankees Merchandise program for the stadium concessionaire (Centerplate), including the selection of product, sizes, and quantities, the choice of sales locations for product and the verification of deliveries and purchase orders.
  • March 2001–October 2002: Controlled publication sales at all merchandise and portable sales locations at Yankee Stadium.
  • Worked at Yankee Catalog, the largest Internet catalog in American sports in 2000.

The St. Petersburg Times, St. Petersburg, Russia

Copy Editor/Translator, June 2003–July 2003

GregPalast.com, New York, NY

Staff Researcher, November 2002–May 2003

  • Conducted research for investigative reporter Greg Palast, of “BBC Newsnight,” The Guardian and The Observer newspapers and Harper’s magazine.
  • Helped coordinate the nationwide book-tour for The New York Times Bestseller The Best Democracy Money Can Buy, including planning of benefits and media events.
  • Performed various administrative and archival tasks in the office.

Bronx, NY

Intern/News Staffer and Editor, February 2000–June 2002

  • Worked at the Bronx-Press Review and at Fordham University’s student-run weekly newspaper, The Ram, as part of an editorial team to write, revise, edit, and lay out the publication.

Education

Fordham University, Bronx, NY

  • MA, Public Communications, 2003 (Cumulative GPA: 3.724)
  • BA, Communications and Media Studies, 2002 (Cumulative GPA: 3.437)