Shotgun

Writing, Technical

Write, edit, and manage technical support content for Shotgun, and Autodesk product that is production management software for film, TV, and games studios. Included:

• Creating, strategizing, and project managing help content
  • Tutorials
  • Onboarding
  • Reference articles
  • FAQ
  • Release notes
• Working with engineers and other subject matter experts on technical documentation (API, development FAQ, etc.)
• Decreasing support requests and increasing self-service solutions
  • New, engaging content
  • Improved the search experience
  • KPIs/metrics to monitor the effectiveness of content (data-based decisions)
• Rolling out a new central Help Center on Zendesk for documentation
• Organizing and co-running a simultaneous onsite and remote summit for 40 people across 6 time zones
• Collaborating with designers, researchers, product managers, marketers, engineers, support specialists, and localization
• Developing style guides
• Establishing processes and standards to improve workflows
• Set up the content strategy and content processes, for all in-app content and external documentation/learning/help content

Some accomplishments:

• Boosted Help Center and self-service content engagement by 39%, keeping the support burden flat even with a 24% increase in clients
• Created a content governance model for the entire team to follow
• Consolidated content from 11 different sources into 2 main sites
• Added Swiftype, a search platform, to encourage users to search on Help Center instead of Google
• Redesigned Help Center to be user friendly and readable
  • Before:
  • After:

Tools used include:

• Shotgun
• GitHub
• Lyx
• Rundeck
• Swiftype
• Thinglink
• Wistia
• Youtube
• Zendesk
• Zingtree
• HTML
• CSS
• JavaScript
• Google Office Suite
• Google Analytics
• Microsoft Office
• Jira
• Slack
• Confluence
• MURAL
• LUMA

See full details on my LinkedIn profile.