Senior Technical Writer,
Trilogy
May 2021 - Dec 2021
Trilogy is the parent company of many other companies, all managed under the banner of a Central Support Team, consisting of L1 and L2 support agents. Above the support agents are the Product Knowledge Curators, who are responsible for quickly and rapidly learning new products with limited information, then documenting the problems and solutions of actual customers by analyzing support tickets. These articles would also be used to create training material for the agents.
Documentation Revamp,
Mastodon
Aug 2019 - Dec 2019
I’ve been using Mastodon since November 2016, and reorganized the documentation for the project while also rewriting significant portions of it. Thanks to my work, the documentation was now missing much less information, and it was also easier to make additions in the appropriate place. Skills gained include information architecture and technical writing, as well as familiarity with REST APIs, Ruby on Rails, and the MVC design pattern.
Project / Product Manager,
Pixelfed
Jan 2019 - Present
After making a masterpost of bugs and issues with the initial alpha release of Pixelfed, as well as filing many of them and keeping track of them over time on Github, I was invited to join the Pixelfed organization. Throughout 2019, I turned Pixelfed from a one-person project into a team effort. My responsibilities include issue triage and tagging, setting milestones, and categorizing issues by area and milestone. I also sometimes review PRs, and I have full access to the documentation repo.
