About Me

Professional Overview:

With two decades of experience in technical writing and knowledge management, I am deeply committed to helping companies unlock the full potential of their self-service content. My dedication to customer experience is not just rooted in my role as a technical writer but also informed by my previous experience as a service representative.

Values and Approach:

I believe in the power of collaboration and transparent communication. While I set high expectations for myself, I understand that not everyone may share the same standards. My mission is to assist companies in resolving content-related challenges, whether they are just starting or well-established.

My Role:

Often, organizations encounter content-related issues, such as information silos, breakdowns in communication, or a lack of structured content methodology. This is where I come in. My role is to assess your content ecosystem and work towards making it more efficient and useful. I identify gaps in processes and lay the foundation for self-service content to become a company's most potent tool.

Early Career:

My journey began in the early 2000s at Dell, where I started as a customer service representative. I swiftly moved into a training role, eventually securing a full-time position at Dell's headquarters in Austin, Texas. These early years immersed in customer experience fostered my passion for simplifying complex information to create more accessible experiences.

Continuous Learning:

I am a firm believer that a significant part of my role involves being a professional learner. Over the years, I have acquired in-depth knowledge of various domains, from the software development lifecycle for SaaS products to adult learning theory. I've delved into database management, failover processes, regulatory compliance, and even mechanical engineering for indoor flight tunnels. My thirst for knowledge is insatiable.

Evolution of My Role:

As my career progressed, my professional toolkit expanded beyond technical document creation and editing. I transitioned into helping companies organize and manage their content needs comprehensively. This evolution has brought me to a new challenge: assisting you in creating an exceptional self-service experience through quality, data-driven knowledge management.