What I Do
I create engaging, exciting, and fun ways for humans to learn new tech skills.
Hey! If you’d prefer a one-pager, look no further. It’s a bit out of date compared to the list below.
Manager, Training and Guidance
Redmond, WA | September 2020 – Present
I manage a great team of program managers and vendor staff who help content contributors from across Microsoft enable our customers with exciting, well-crafted upskilling content.
Senior Program Manager, Content Contributor Success
Redmond, WA | October 2018 – September 2020
I get Microsoft subject matter experts to write content for everything on docs.microsoft.com – Learn, Docs, and more. I do this through strategy and direct development of our multi-modal skilling tools, like contributors guides, eLearning, and instructor-led training. These skills serve the development of content across the spectrum of Microsoft products and services by thousands of content developers, program managers, engineers, partners, and customers.
Senior Content Developer, Microsoft Learn
Redmond, WA | April 2018 – October 2018
As the first content developer (and second individual contributor) on Microsoft Learn, I got to help build exciting microlearning experiences for people who want to learn new tech skills. I spent much time building content experiences from the ground up. I also onboarded team members and contributors to using our content development tools. This all led me towards program management.
Senior Content Developer, Enterprise Mobility + Identity
Redmond, WA | August 2015 – March 2018
Microsoft has a ton of different products. In this role, I was fortunate to work on quite a few of them. I primarily worked on Intune, Microsoft’s enterprise mobility management product, as part of the Azure Platform Evangelism Experiences team. I owned the information experience in all aspects of product design. I wrote or edited all text found in the UI for our admin console, the end user Company Portal app (Android, iOS, macOS, Windows, HTML), and related products such as the Managed Browser. My sign off and ‘scrubs’ were a required part of the product development process.
I held a similar role in the UI development for Intune for Education, an industry-specific portal for educational device management that is powered by Intune. I documented the entire Intune for Education admin experience. Through effective UI text, I was able to significantly minimize the amount of docs required for this product.
Aside from UI, I also wrote docs for the Intune end user experience. As part of this, I provided guidance to IT admins on how to talk to those end users through video, images, and content.
I represented Cloud + AI on a cross-Microsoft group to create and update elements of Microsoft Style throughout both Azure and Microsoft 365.
For a while, I wrote the end user docs for Azure Active Directory, covering end user experiences with Azure Active Directory multi-factor authentication, self-service password reset, and the Microsoft Authenticator app. I also owned Microsoft account content, including Bing Instant Answers and related docs on support.microsoft.com. I have worked on UI across sign-in experiences, account settings, and Skype.
I briefly wrote docs for System Center Configuration Manager, handling labs, app management, and integration with Operations Management Suite.
Manager, Technical Training Content
I created, developed, and designed the curriculum for customer, partner and internal employee technical training materials in this newly created position.
I worked on a variety of delivery formats, including instructor-led training, live webinars, recorded video content, and certification exams. I enabled new certifications through original, ground-up design.
I built and delivered our team onboarding program for new technical trainers and eLearning developers, and incorporated significant worldwide additions (NAM, EMEA, APAC, ANZ) to our writing staff for both full-time and contracted employees.
I performed supervisory responsibilities, which included hiring and terminating; conducting performance appraisals; mentoring and developing.
Lead Technical Instructional Designer
I designed and developed technical instructional and assessment materials in this newly created role.
I built templates for document and presentation creation, and authored a training style guide.
I prepared custom scope of work documentation and modified existing materials for training engagements where unique, specified curriculum was requested.
I assessed training needs and certification program requirements, and worked closely with training facilitators to ensure that knowledge transfer was efficient as the worldwide team grew.
I updated and maintained project tracking documents, and worked directly with clients through support tickets and user group conferences.
Technical Proposal Writer
I managed the overall process of responding to RFPs, RFIs, and security questionnaires from prospects and existing clients with varied product needs and services across a wide swath of industry verticals.
I analyzed requirements and would research, write, answer, organize and edit proposal content for submission. I discussed the proposed solution with various stakeholders throughout the company (sales, operations, financial, legal, support, IT, etc.) and wrote responses that combined technical and marketing language for current state plans, statistics, and processes.
I contributed to the team database of high-quality company and product language, and continuously updated our content to include up-and-coming features in our library.
AirWatch was acquired by VMware on Feb 24, 2014 for $1.54 billion.
Atlanta, GA | June 2008 – June 2013
I spent the bulk of my career with Apple solving end-user customer problems proactively through education and reactively with technical support. I learned troubleshooting theory and critical multitasking skills. I gained exceptional time management abilities and the skill to navigate a wide variety of scenarios to find the right solution for the customer directly in front of me. I was selected through competitive interviews to join the Mentor Team, where I developed new team members and provided relevant knowledge to both the technical support and sales teams; I eventually was the only Mentor serving in a technical role. I often worked with exceptionally distressed customers with high success rates (as measured by Net Promoter). Oh, and I got pretty good at taking things apart and putting them back together.
March 2012 – June 2013
- Technical support across entire Apple hardware and software portfolio
- Developed and delivered original training for employees on multiple topics, including networking, file transfer, appointment management, and hardware repair
- Maintained internal OS X Server and curated internal wiki of kbase articles
Technical Specialist (previously, Family Room Specialist)
May 2011 – March 2012
- iOS hardware & software technical support, OS X troubleshooting
- Facilitated group and individual customer training sessions for key software and devices
- Transferred customer data from previous machines to new machines
June 2008 – May 2011
- Hardware and software solutions sales
- Facilitated multimedia production summer camp for ages 8-12
Public Affairs Intern
Atlanta, GA | December 2009 – May 2010
I handled social media (presence and campaign management) and cultivated relationships with small to medium-sized publications for the Peace Corps, Southeast Region.
I researched and pitched press releases and stories via multiple media channels, including print journalism and email marketing.
I conducted an advertising campaign using Facebook to increase applicant traffic, using and working with key demographic data to bring in additional applicant representation from students of color at Historically Black Colleges and Universities (HBCUs) and Hispanic populations using bilingual advertising.
Our territory includes Alabama, Florida, Georgia, Mississippi, South Carolina, Tennessee, Puerto Rico, and the Virgin Islands.
Customer Service Representative
Atlanta, GA | July 2007 – June 2008
Blockbuster was my service industry boot camp. I facilitated checkout, organized the store video rental library, and maintained an effective inventory through daily/weekly checks and quarterly overnights. I also successfully upsold movie rental memberships and related products, ranging from peanuts to PlayStations. I provided movie recommendations whenever asked, and can still recommend titles on demand. I additionally evangelized for Blu-Ray during the high definition optical disc format war.
Atlanta, GA | June 2005 – June 2007
I served as a peer leader within the writing department. I composed and edited news stories for monthly publication. I facilitated page layout and photography and was Editor-in-Chief for multiple issues. I crossed over divisional lines by extending from writing to working as a photojournalist within the art department, where I made significant contributions including multiple cover photo bylines.
I created the first social media presence for VOX using the (then) very popular myspace.com, and introduced new techniques within layout via Adobe Creative Suite 3. I have remained continuously involved with VOX since I began working at this incredible youth development nonprofit, and am currently serving as an Initial Member of the Alumni Board. While I was an active staff member, VOX had a readership of approximately 80,000+ individuals throughout its distribution network in Metro Atlanta; this has since increased to an audience in excess of 100,000.
September 2006 – June 2007
June 2005 – June 2007
Assistant to the Education Director
Congregation Shearith Israel
Atlanta, GA | August 2005 – May 2007
I provided operations support for the daily management of my synagogue’s Sunday school. I taught Hebrew language and Jewish cultural and religious topics to children from grades K-6. I managed parent-school relationships and facilitated school-wide programs.
Master of Science in Education in Learning Design and Technology
West Lafayette, IN (via eLearning)| 2016 – 2018
Bachelor of Arts in Communication and Rhetoric Studies
Minor in Spanish
Atlanta, GA | 2007 – 2011
Honors and Awards
Microsoft Cloud + AI Developer Relations Content + Learning Team | October 2018
Purdue University | September 2016
Oglethorpe University | April 2011
Oglethorpe University | Fall 2009 and Spring 2010
State of Georgia
Journalist of the Year (2x)
VOX ATL | 2006 and 2007
Greater Atlanta Hadassah | 2005
October 2016 – Present
September 2015 – Present
February 2015 – Present