... at the speed of change.
I created this mobile-friendly (Responsive) website using the Joomla, open-source, Content Management System (CMS). I also created the banner logo using a combination of Adobe Illustrator and Adobe Photoshop.
This portfolio contains project samples from my professional experience as a developer of technical documentation, marketing communications, Web content and training programs.
On this welcome page (Home), you will find some highlighted samples. The menu options include some additional samples, a resume and bio.
While consulting at Facebook (2019-2020), I created original technical support content and video scripts for Oculus for Business. Technical support videos were developed based on the scripts I wrote. In addition, I wrote step-by-step procedures incorporated into the technical support web pages. I also conceived of and worked with an illustrator to create the isometric illustrations incorporated into the web page procedures.
While at Fluke Networks (2011-2015), I created original content for mobile apps. This sample is taken from the AirMapper app project. AirMapper is used to detect and display Wi-Fi related information on mobile devices. I created the in-app Help content, including the graphic design and copy for the quick-start tutorial (sample image). I also assisted the application developers in writing and editing user interface text. In addition, I wrote and edited related FAQ content.
While providing consulting services at Intel (2007-2008), I played a major role in the development of Web based training (Distance Learning). The sample shown here is from a project to help Intel channel partners gain hands-on experience building, branding, integrating and using Intel technology solutions. I wrote the video script, directed the live action video and wrote the associated webpage content.
While consulting for Plantronics, Inc., I was part of the incubation team developing a new soundscape cloud service. I developed the user help for managing the service by means of the associated browser based user interface.
While providing consulting services for American Express Global Financial Services (1996), I developed customer service support, on-line help modules. It was during this time frame that AMEX was introducing a pilot program for chip-integrated, pre-paid, smart cards. My responsibility entailed developing topic based help modules to enable American Express Customer Support Representatives (CSRs) to answer customer's questions about using the new card. It was determined that typical customer concerns would involve issues such as eligibility, card acquisition, activation, loading funds, checking card balance, usage, etc.
While at Fluke Networks (2011-2015 now Netscout, Inc.), it was determined that customers were having difficulty navigating a sequence of website pages to register the product, create the required user account and download product software.
To implement a user friendly solution, I created a standalone HTML page that opened the live corporate website inside a frame on the right while a persistent frame on left contained step-by-step instructions for product registration, creating a user account and downloading software.
As the customer followed the step-by-step instructions in the left frame, they would type information into the live corporate website on the right. As the page changed in the right frame, the step-by-step instructions in the left frame were persistent and enabled the customer to continue to follow the instructions for the next step in the new webpage.
This sample is taken from a short-term writing opportunity at the Automobile Association of America (2015-2016) for Northern California, Nevada and Utah (NCNU). The project entailed creating ten policy and procedure guides for various financial and record processing functions such as payment processing and financial accounting.
The documentation process involved a fast-paced combination of interviewing subject matter experts (SMEs), hands-on use of record management and payment processing software systems and iterative document reviews. I incorporated an active voice to speak directly to the reader about required job tasks along with step-by-step procedures about how to perform each task.
While at Fluke Networks (2011-2015), I wrote a software solution white paper that helped customers implement a "best practice" for using the enterprise Wi-Fi monitoring software product. The use case involved how to configure security features of the product to create multi-layers of "rogue" (unauthorized) Wi-Fi device threat detection.
I created the branding tag line "Move the light, not the fiber" for Calient Networks (2003-2006).
This concept concisely sums-up the core technical functionality of the product while also positioning the primary business benefit.
The company's core technology involves using 3D MEMS (Micro Electro Mechanical mirrors) to remotely switch laser optical paths within an optical switch (Move the Light). Switching an optical path is traditionally done by manually moving a fiber optic cable from one port to another in a patch panel (Not the Fiber). Hence, the primary business benefit of the product is to remotely switch an optical light path instead of incurring cost-intensive "truck rolls" (skilled manual labor resources) required to manually move a fiber optic cable.
While working on a Demo Kit project during a consulting stint at Intel Corporation (2007-2008), I wrote the copy for a CD sleeve. I also edited review contributions from the cross-functional team assigned to the project.
While consulting on a new product incubation team for Plantronics Inc., I developed a marketing position paper for the new product.
These sample pages are taken from a software user guide I wrote while at Fluke Networks (2011-2015) for a new, proprietary, tablet-based product. The documentation project entailed condensing the 400+ page user guide for a sophisticated enterprise software application into a simplified "quick-start" version for inclusion with the tablet.
These sample pages are taken from a hardware installation guide I wrote while at Calient Networks (2003-2006) for a new optical switch product. I developed step-by-step installation procedures for this documentation project by performing hands-on installation under the guidance of a field technician.
While providing consulting services for Intel (2007-2008), I was the lead presentation developer for a new Intel/Microsoft partner solution. My responsibility entailed working with a cross-functional team of subject matter experts from both Intel and Microsoft to gather information and develop the training presentation. The team included project managers, engineering staff and marketing staff.