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Deana Falk's Resume

Objective

Seeking a full-time position in the field of Information Architecture with focus on Content Strategy. Striving to be a results-driven information management professional specializing in the development of content standards, metrics and processes to drive improvements to user experience.

Aspire to contribute to a dynamic technical team; accomplishing common goals; attaining the highest possible levels of personal, professional and industry wide success and growth.

Technical Skills

More than 20 years successful experience in technical support, technical writing and content management with recognized strengths in creating and maintaining both internal and external knowledge bases and websites.

  • Excellent working knowledge of DocuSign Products.
  • Proficient in Salesforce Knowledge, Sharepoint, HTML and CSS3.
  • Familiar with: Chicago Manual of Style and Microsoft Standard for technical writing.
  • Produced and maintained online knowledge for WinBatch and DocuSign Support Center, multiple software manuals and over 30 online software help files.

Special Skills

  • 20+ of experience publishing successful technical content and designing information architecture for technical content.
  • Sharepoint site developer and administrator.
  • Communicate well with all personality types.

Software & Technologies

  • Proficient in: DocuSign Products and DocuSign REST APIs, Salesforce Knowledge, Salesforce Object Query Language SOQL, HTML5 and CSS3.
  • Platforms: All versions of Microsoft Windows.
  • Windows APIs: ADO, ODBC, MAPI, PDH, RAS, Scripting API for WMI, WinInet and WinSock.
  • Help Content Authoring: RoboHelp 9, Microsoft Word and Adobe Acrobat.

Professional Experience

DocuSign Inc. 2014-Present
Information architect / Content Strategist 2019-Present
  • Lead KCS program including article creation standards and maintenance processes, tracking article health and contributor statistics.
  • Manage Product organizations Intranet site.
  • Manage content hierarchy/taxonomy across multiple systems including IXIASOFT CCMS, Salesforce Knowledge, Support Site, and Communities/Forums.
  • Partner with internal groups such as Product Management, Product Marketing, Information Experience, DocuSign University, Social Media, Engineering and Enterprise Applications to ensure relevant content is updated/communicated for product and feature launches.
  • Cross-functionally define Enterprise content strategy including format, location, workflow, governance.
  • Assess and monitor content health via MixPanel, Insights, Google Analytics, SiteImprove and other analytics tools.
Support Content Manager 2016-2019
  • Lead KCS program including article creation standards and maintenance processes, tracking article health and contributor statistics.
  • Create and manage Global Support Intranet.
  • Create, edit, and manage articles and templates for the Global Customer Support organization.
  • Manage content hierarchy/taxonomy across multiple systems including SharePoint, Salesforce Knowledge, Support Site, and Communities/Forums.
  • Partner with internal groups such as Product Management, Product Marketing, Information Experience, Technical Transition Team (TTM), Tier 3, DocuSign University, Social Media, Engineering and Enterprise Applications to ensure relevant content is updated/communicated for product and feature launches.
  • Cross-functionally define Enterprise content strategy including format, location, workflow, governance.
  • Assess and monitor content health via MixPanel, Insights, Google Analytics, SiteImprove and other analytics tools.
Customer Suppport Tier III 2014-2016
  • Assist in resolution of production issues to include: escalation, system testing, strategy sessions and distribution of knowledge throughout the company.
  • Acquire and maintain knowledge of existing and new systems in order to provide accurate assistance and training to both customers and Customer Support Team.
  • Attend training sessions and produce technical learning labs.
  • Subject Matter Expert for Advanced DocuSign Features, such as REST and SOAP APIs, DocuSign Connect, DocuSign for NetSuite, Print Driver, Universal Signature and Single Sign-on.
  • Create and maintain internal knowledge documents such as the Internal Admin Console Guide and several other SME created documents.
   
Wilson WindowWare Inc. 1995-2014
Technical Writer/Editor 2000-2014
  • Responsible for all printed software manuals including: Windows Interface Language and WinBatch Users Guide.
  • Experienced in writing API documentation.
  • Proficient in creating software manuals, using Microsoft Word and Adobe Acrobat.
  • Responsible for creating and maintaining over 30 Windows HTML help files.
  • Proficient in creating Windows help files, using Adobe RoboHelp 9.
Ben Ezzell, Introduction to Programming book
Web Development 2009-2014
Software Testing 2009-2014
  • Perform both automated and manual software testing on multiple Windows platforms.
  • Create new automated tests for each new function.
Software Development 2004-2014
  • Create, develop and maintain several WIL Extender DLLs, including: WinInet, Process(PDH), MAPI, ODBC, RAS.
  • Develop and maintain WinBatch Navigator and the WMI Scripter tools.
Lead Technical Support 1997-2014
  • Main technical support contact for WinBatch, WinBatch+Compiler( Windows Scripting ) and WebBatch( Windows CGI Scripting ).
  • Communicate with both customers and software developers via phone, email and online forums.
  • Maintain all software technical documentation, which include printed manuals, HTML help files and PDF files.
  • Maintain and update a searchable technical support database http://techsupt.winbatch.com/ and an online technical support forum. http://forum.winbatch.com/
  • Responsible for website SSL and Code Signing Certificates.
  • Perform monthly backups of several systems including source code and software test suite.
Tradeshow Coordinator 1996-2000
  • Plan and coordinate trade show registration and execution.
  • Man trade show booth and greet potential customers.
Sales / Customer Service 1995-2000
  • Create new accounts and upgrading existing software maintenance contracts.
  • Provide customer quotes and process software orders.
  • Perform tasks related to answering customer inquiries.

Education

University of Washington
Seattle, WA
Bachelor of Science, Political Science.

John F. Kennedy High School
Seattle, WA
Secretary of the National Honor Society