Experience
Mastodon documentation
August 2019 - December 2019
- Developed an information architecture from scratch, making it easier to add information in the appropriate place based on various personas (users, admins, project contributors, client developers, and protocol implementers)
- Rewrote most of the documentation to fit this new information architecture, filling out many gaps in the previous documentation as well as previously nonexistent sections
- Gained familiarity with REST APIs, Ruby on Rails, and the MVC design pattern
- The effectiveness of Mastodon's documentation helped catapult its growth over the past years as an open-source project used actively by over 2 million people
May 2022 - December 2022
- Undertook a massive content update to bring the documentation up-to-date with the new release of Mastodon v4.0
- Simplified the Markdown structure for the Hugo static site, reducing technical debt and making it easier to include more information while also increasing consistency throughout the site
Pixelfed project
January 2019 - current
- Took the initiative to make an extensive masterpost of bugs and issues with the initial alpha release, allowing the dev to quickly address missing functionality (and leading to an invitation to collaborate on Pixelfed)
- Turned a one-person project into a team effort by providing technical and design feedback on how features should work, and how to communicate such functionality to users
- Prioritized functionality by setting milestones, categorizing and triaging issues, and creating a long-term release cadence
- Wrote a generic installation guide covering everything that a prospective server admin would want to know, from start to finish
Senior Technical Writer, Trilogy
May 2021 - December 2021
- Curated product knowledge for over 100 products by child companies under the banner of Central Support
- Distilled information from support tickets containing problems faced by actual customers into solution articles and troubleshooting articles for internal Zendesk knowledge-bases -- at least 20 articles per week
- Trained and certified L1 and L2 Central Support agents with LMS quizzes and assessments modeled off of real customer support tickets