Barracuda Networks
Created 250+ page Salesforce User Documentation knowledge base from scratch, including About, How-To, best practice, reference materials, workflow diagrams, release notes, and troubleshooting topics. Also created Customer and Partner community quick start guides worked closely with the Business System Analysts, Sales Enablement, and Sales Support to craft new feature release notes, internal support documentation, and tutorials.
Anvil App Works Customer Success Documentation
Authored in Confluence and published to a Scroll Viewport Knowledge Base add-on, this Help Center focuses on training customers on both Salesforce and the Anvil App Works suite of custom applications, built for John Deere dealerships. The biggest challenge of this project was creating a knowledge base that was generic, because each customer's implementation was highly customized.
Avontus Handset Designer User Documentation Project
Authored in Confluence and published to the client's website, this project entailed a heavy re-write of existing documentation and new topic authoring for Handset Designer, an application built on top of Microsoft Visio for use by construction professionals. Project challenges included understanding the industry terminology and how the application was meant to be used when there was no legacy docs to refer to and I had no direct access to subject matter experts. In short, I had to figure it out much of it on my own.
Salesforce Commerce Cloud Security Docs
As a contractor with first the Salesforce.org Education Data Architecture (EDA) Docs Team, then with the Commerce Cloud Security team, I worked on multiple projects. For the Salesforce EDA team I worked in a DITA environment to help update and create new documentation for their products, including the Student Success Hub docs.
For the Commerce Cloud team, I worked a Google Docs/Microsoft Word environment to create customer-facing security best practices docs as well as a Salesforce Secure Development Lifecycle (SSDL) white paper. (Unfortunately, I am forbidden from sharing the SSDL paper.)