The work changed.
The purpose did not.

Hundreds of applications. One need for clarity.

Over more than four years, I maintained help documentation across approximately 500 banking applications. Working closely with US-based experts and keeping legacy guidance aligned with the software gave me my foundations in technical writing.

I also managed documentation workflows in SharePoint, reviewed peer content, and supported learning-content development.

Internal documentation. Samples publicly not available.

Not every explanation needs to be a page.

For two payroll products, I paired user guides with video tutorials and walkthroughs. The same task could be read, watched, and put into practice.

ADP broadened how I thought about delivering technical knowledge: choosing the format that helps someone learn, rather than treating a document as the default.

Internal documentation. Samples publicly not available.

Writing, learning, and a wider view of the work.

I wrote documentation for internal financial ombudsman applications and spent a substantial part of my time on instructional design, including induction courses and product and policy eLearning.

My role grew beyond writing. I mentored an operational analyst into a full-time technical writer and took on business analysis for the Customer Management System (CMS) project.

During that project (August 2018 to September 2019), I visited the UK team, mapped As-Is and To-Be workflows, and presented business requirements for budget approval. I then developed user stories and functional requirements and supported the Program Manager as the proposal became an application.

Internal documentation. Samples publicly not available.

Building the process as well as the documentation.

WonderBotz was my first startup. Without an established documentation lifecycle or style guide to follow, I helped define them while managing documentation from discovery through review, testing, and publishing.

Working with solution architects and subject-matter experts across RPA platforms, I built reusable templates and knowledge-base structures. The goal was a consistent starting point for each new product or implementation.