Work Instruction Document for Onboarding

When asked to help a new-hire get set up in INAP’s ticketing systems, I realized several training false-starts could be avoided if the new-hire was provided instructions for verifying access prior to meeting with department trainers. Created as an initial set-up document, the steps did three things simultaneously: verified appropriate permissions to access the ticketing system and required dashboards within, taught basic navigation within the system, and gave an overview of a specific position’s day-to-day tasks. By allowing the new-hire to work through the doc at their own pace, they felt empowered, and it limited false-starts due to missing permissions when department trainers began training sessions. It was highly successful, providing the shortest onboarding time to date once it was implemented.

Note: This document was originally built in Confluence and has been exported to PDF for portfolio sharing. Pieces of the original have been redacted for privacy.

Ticketing Process Flowchart

At the beginning of the second phase of INAP’s ticket integration project, I was asked by our Executive Suite to provide an overview of the then-current ticket workflow. This document was part of that presentation and went on to be used by several groups in training new-hires.

Note: pieces of the original have been redacted for privacy.

UX Recommendations Slide Show

I was asked by the VP of Customer Operations to create a presentation detailing small but impactful changes the Dev team could make to improve INAP Customers’ User Experience in the customer portal. The above PowerPoint (displayed as a PDF) is what I put together as part of that presentation.

Note: pieces of the original have been redacted for privacy.

New Process Proposal Document

My team discovered a gap in reporting around SLA Credit collections for ISP outages. As soon as it was discovered, I set up a meeting with the necessary stakeholders and drafted up a process that would close the gaps and simplify the entire process. This document is what I presented to the process stakeholders.

Note: pieces of the original have been redacted for privacy.

Informational Document with Instructions

A document on correcting the tone of pre-lightened hair written as part of the final project for my Advanced Technical Writing Certification.

Comparative Recommendation Memo

A Memo comparing three mobile photo editing applications created as part of a Technical Writing Course I participated in.

Note: pieces of the original have been redacted for privacy.

Informational Document with Instructions

As part of my Technical Writing Certification, I was asked to create a multiple page document that could be understood by a wide variety of readers. I chose to detail instructions that I felt sure were outside the wheelhouse of my instructor as a means of showing that any topic can be made understandable with well thought-out writing.