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Technical Documentation Portfolio

As a technical writer, I translate software engineer for the general public. My goal is to make complex technical concepts clear and accessible for diverse audiences. My work is detail-oriented and I have innate pattern recognition skills that enable innovative problem solving. I am an inherent knowledge seeker, which means I'm always learning and not afraid to ask questions. I also value direct communication, integrity and accountability for myself and my colleagues.

Writing software documentation requires research, planning, organization, teamwork, and communication skills. I work closely with cross-functional teams, including software engineers, UX designers, and product managers on a daily basis. I can work independently on multiple simultaneous projects, and I've trained and onboarded new writers to build a team. I own the information architecture and am responsible for the content strategy of all documentation for two of the three Google Cloud Customer Engagement Suite products.

Google Cloud Customer Engagement Suite

General Agent Design Best Practices

I co-wrote the best practices document with suggestions for the most effective and efficient ways to design a virtual agent in Dialogflow CX. First, we broke down the document into sections based on the most important aspects of virtual agent design. Then we shared the document with the engineering team who provided further input and suggestions. After this final round of edits Google published our document online. Click the button to view the documentation page.

Skills:

Organizing information
Collaborative writing

Challenges:

Agreeing on a common voice
Composing information from conflicting sources

General agent design best practices

Agent Assist LLMs

I edited software engineer-authored documents for LLM integrations. These documents were written in Google docs then I converted them to Markdown and uploaded them for online publication. I ensured the documents complied with Google's developer style guide and maintained the style and tone of existing documentation. Click the button to view the relevant documentation page.

Skills:

Copy-editing
Following a style guide
Research and interviews with subject matter experts
Converting Google docs to Markdown

Challenge:

Tight deadlines

Article Suggestion

(Proactive) GKA

Genesys Cloud integration

Summarization V2 baseline (chat + voice)

Twilio integration

Summarization with custom sections

Summarization best practices

Quality AI

I created the knowledge base for the new Conversational Insights product, Quality AI. I collaborated with the software engineers working on both the front and back end of this product to write 4 comprehensive documents. From private to public releases, I maintained and updated these documents to ensure they accurately reflected the product and the features it offers. Click one of the buttons to view the Quality AI documentation.

Skills:

Creating a knowledge base
Choosing the most useful document types to publish
Writing as part of a product team

Challenge:

Maintaining content accuracy with frequent software feature changes

Release notes

I wrote release notes for both Agent Assist and Conversational Insights feature releases. I collaborated with the technical program manager to ensure release notes were published alongside feature releases. Click the button to view the release notes page.

Agent Assist

Conversational Insights

Skills:

Concise and meaningful writing

Challenge:

Gaining access to release note management software