My Projects

AppOmni - Startups that delivers SaaS Security Posture Management solution for eterprise companies.

• Published company's first product glossary.

• Revamped a large volume of documentation to task-based and goal-oriented content.

• Identified customer workflow as a blueprint for information architecture.

Rambus - IT department with experienced system admins who manage internal enterprise applications/infrastructure.

• Delivered IT process docs: architecture overviews, SLAs, and disaster recovery procedures.

• Created Run and Build books for business critical applications as part of Business Continuity Planning.

Baffle - small CA-based startup that offers cutting-edge encryption solutions, deployed via on-premise or cloud.

• Designed and implemented the company's first online help system. 

• Created online help topics to support the company’s first major release.

Quorum - small CA-based startup that offers a DR appliance that enables fast recovery by running up-to-date virtual copies of protected servers.

• Designed and implemented the company's first online help system, and supported 6 years thereafter. 

• Created online help topics to support 7 company releases.

Aptare - private company that produced a storage reporting aggregator for backup monitoring, capacity planning, and  storage utilization in a SAN/NAS-based heterogeneous environment: IBM, EMC, Veritas, HP. Acquired by Veritas.

• Designed and launched the company's WebWorks-based help system in under 3 months:

• Implemented context-sensitive help and rebranding for resellers.

• Performed extensive user analysis.

• Added 75% new content, encompassing 5 books.

• Recruited technical writing team and produced training material.

Untangle - small startup that produces an open source router/security appliance for small business owners. Untangle protects against security threats such as malware, hacking, phishing, and spam. Acquired by Arista.

• Designed and launched the company's first MediaWiki-based wiki in under 5 weeks:

• Wrote Technical Support content, including FAQs, and technical product descriptions for website.

• Added 50% new content, creating a test network to explore all 12 software products.

• Delivered context-sensitive wiki help for all subsequent major releases.

Marketbright - small startup that offered a campaign automation and lead generation solution. Acquired by Act-On.

• Produced web-based help topics using RoboHelp to support both end-users and system administrators.

• Produced comprehensive getting started guides to support 5 different user profiles.

Accept - startup that delivered product lifecycle management software to organize and manage product requirements, ideas, and strategies in an Agile software development framework. Acquired by Artemis.

• Converted the company’s existing help system to a Confluence-based system to enable internal collaboration. 

• Rewrote all topics to develop task-based content. Primary user: Product Managers.

Securimate - private company that delivers SaaS due diligence software for legal compliance officers using a workflow-based case management system. Acquired by Diligent.

• Designed the company's first online help system, and supported it for 3 years thereafter.

• Developed help from scratch by creating case management scenarios/use cases.

Pano Logic - small CA-based startup that produced a desktop virtualization device. Acquired by ThinSpace in 2012.

• Converted content to FrameMaker. Delivered company's first online help system.

• Developed deployment workflows and decision tree diagrams to improve user experience. 

• Created online help topics to support the company's 2.5 release, and all 6 subsequent releases (4 years).

YouSendIt - small (<70 employees at the time) company that provides digital file delivery services/products that enable users to send, receive, and track files on-demand. Renamed HighTail in 2004.

• In under 3 weeks, designed and released, from scratch, an entire wiki to deliver product and process documentation and to support a new Technical Support organization.

• Wrote troubleshooting and product FAQs to enable support engineers to answer customer questions.

• Documented new and existing processes, including escalation and service level agreements processes, consulting stakeholders as necessary.