Senior Analyst, Technical Writing / Lead Senior Technical Writer - Medtronic - Minneapolis, MN
(2025-01 - 2026-05)
- Led the development, revision, and maintenance of technical specifications, product support documentation, knowledge articles, troubleshooting resources, release-support materials, and controlled documentation
- Partnered with engineers, product stakeholders, and cross-functional contributors to translate complex requirements into accurate, accessible documentation aligned with product needs and user expectations
- Structured complex technical information into clear documentation, tables, figures, and visual resources to improve understanding and support verification and validation activities
- Maintained accurate validation, cybersecurity, controlled process, and release documentation as products, software systems, and technical requirements evolved
- Improved documentation workflows by identifying inefficiencies, implementing process advancements, and strengthening content quality practices, improving the customer onboarding experience and streamlining future product updates
- Contributed to launch readiness by supporting documentation planning, prioritization, and release deliverables aligned with product timelines
- Managed multiple documentation projects simultaneously, coordinating timelines, reviews, stakeholder feedback, and evolving priorities
- Identified documentation gaps, recurring content needs, and process improvement opportunities to strengthen self-service resources and improve content scalability
- Created onboarding documentation and an interactive multimedia website that improved stakeholder understanding of onboarding requirements, available services, prerequisites, expectations, and next steps
- Developed a stakeholder-facing documentation strategy that addressed knowledge gaps, clarified engagement processes, improved onboarding experiences, increased information accessibility, and reduced process ambiguity
- Created feature release communications with clear value propositions and actionable guidance, helping users understand new capabilities and supporting increased product adoption
Technical Writer / Editor - ICF - Minneapolis, MN
(2024-06 - 2024-12)
- Created, edited, and presented customer-facing technical content, including user guides, SOPs, training resources, FAQs, troubleshooting documentation, and support materials for diverse audiences
- Translated complex workflows, technical requirements, and source information into structured documentation, diagrams, tables, and visual resources that improved user comprehension
- Collaborated with developers, engineers, product teams, support teams, marketing stakeholders, and clients to gather requirements and deliver accurate, user-focused documentation
- Created and maintained knowledge base articles, onboarding resources, FAQs, and self-service support materials designed to improve information accessibility and accelerate issue resolution
- Leveraged JIRA to track documentation deliverables, timelines, and project progress
- My team's work received two 2024 W3 Awards (Gold and Silver), recognizing documentation that effectively enabled user action, provided support resources, and improved accessibility of information
- Cross-functionally trained as an editor to support editorial workload, improve review capacity, and accelerate project delivery
Technical Writer - ICF - Minneapolis, MN
(2023-12 - 2024-06)
Technical Writer / Technical Content Specialist - Health Gorilla - Mountain View, CA
(2022-04 - 2023-08)
- Developed and maintained customer-facing product documentation, including user workflows, onboarding materials, and support resources, to improve usability and reduce friction for customers
- Translated complex technical and regulatory requirements into clear, structured documentation, including SOPs, policies, and process guides, enabling cross-functional alignment and contributing to successful federal approval (i.e., QHIN designation), which supported significant market expansion and company growth
- Partnered closely with product, engineering, and compliance teams to ensure documentation accuracy, completeness, and alignment with evolving system functionality and regulatory requirements
- Organized and standardized documentation systems and content structure, improving content discoverability and scalability for internal teams and external stakeholders
- Proactively identified documentation gaps and unclear processes, creating new resources that reduced reliance on outdated materials, strengthening the customer product experience
- Designed and implemented three product approval process tools that transitioned approvals from a fully manual workflow to an automated process using process management software, standardizing customer-facing workflows, improving implementation readiness, and supporting launch preparedness
- Developed, recorded, presented, and facilitated training for the new product approval processes, giving sales and implementation teams a documented, repeatable workflow with customer and leadership visibility through dashboard reporting
Technical Writer / Documentation Specialist - Medica - Minnetonka, MN
(2021-10 - 2022-04)
- Created and maintained technical and operational documentation, including SOPs, job aids, and process guides to support internal teams and ensure consistent execution of workflows
- Translated complex business and system processes into clear, user-friendly documentation, improving comprehension and reducing onboarding time for new customers and team members
- Collaborated with subject matter experts and cross-functional stakeholders to gather requirements and ensure accuracy of documentation across systems and processes
- Improved documentation structure and organization, making content easier to navigate and access for internal users
- Identified opportunities to streamline and standardize documentation practices, contributing to more efficient knowledge sharing and reduced process ambiguity
Issue Resolution Analyst - Medica - Minnetonka, MN
(2019-03 - 2021-10)
- Acted as a primary point of contact for technical writing, customer support content, issue-resolution documentation, and operational documentation needs, ensuring materials met healthcare compliance, health plan, and internal process requirements
- Collaborated with technical staff and support teams to identify recurring support issues, improve issue-resolution content, and optimize knowledge-sharing and self-service resources
- Worked with technical and operational teams to enhance document usability, streamline instructional content, close training and support knowledge gaps, and improve the overall customer and internal user experience
- Conducted regular documentation quality reviews and audits to confirm accuracy, consistency, readability, and alignment with company and regulatory standards
- Utilized Microsoft Office Suite, Adobe Acrobat Pro, and other tools to create standardized, visually appealing documents
Technical Writer (on-assignment) - Medica - Minnetonka, MN
(2019-10 - 2020-10)
- Developed instructional, knowledge-based, onboarding, self-service, and member-support content, job aids, and manuals for government programs with a focus on compliance, clarity, user experience, support efficiency, and operational accuracy
- Wrote and standardized over 150 SOPs and operational procedures, translating complex requirements into clear guidance that improved operational efficiency
