20+ years success leading customer engagement content development for high-innovation organizations
Personable, quality-focused professional with stellar record of success conceptualizing and managing the delivery of comprehensive client-focused content, tied to both short-term delivery cycles and long-term product strategy. Passionate and proactive about the role of communications between clients, employees, and corporations as means of meeting challenges. Sophisticated understanding of support and presentation of mission-critical systems; customer relationship management; digital marketing and social media platform development; as well as staff recruiting, supervision, and onboarding. Uniquely qualified to dynamically increase overall communications effectiveness. Consummate communicator with advanced written, verbal, and interpersonal communication skills as well as the ability to develop and sustain strong, productive business partnerships.
Highlights of Expertise
Strategic Communications Leader
Content Strategy and Development
Executive Leadership/Direction
Communications Deliverables
Digital Communications Strategies
Web Analytics & Data-Driven Communications Strategy
Customer Education & Engagement
RFX Response Management
Curriculum Design/Development
Media Technology/Platforms
Customer/Employee Onboarding
Knowledge Management
Madcap Flare
Adobe Creative Cloud
Confluence/Jira Administration
WordPress – Site Building and Administration
Autotask Administration
HTML5/CSS/JavaScript
Search Engine Optimization
Microsoft Office / SharePoint
Career Experience
Regeneron, Rensselaer, NY
CONTENT STRATEGIST (11/2025 - Present)
Manage documentation development and approval processes in a highly regulated environment, coordinating cross-functional stakeholders to ensure content accuracy, compliance, and timely delivery.
Develop and maintain operational documentation, work instructions, job aids, and quality-event responses, translating complex technical requirements into clear, actionable content.
Orchestrate multi-level reviews and approvals involving subject matter experts, Quality Control, Quality Assurance Validation, and director-level stakeholders.
Leverage deep expertise in a complex content management system to guide stakeholders through intricate collaboration and approval workflows, driving projects to successful completion.
Establish internal communications processes for Lab Systems/IT teams to improve responsiveness, strengthen stakeholder relationships, and ensure consistent, professional project communications.
cb20, Saratoga Springs, NY
SOLUTIONS COORDINATOR (3/2023 - 5/2025)
Developed/formalized metrics-based approach for day-to-day management of Solutioning process, aligned with and facilitating firm's expansion/transition from SMB to mid-market and enterprise IT and AV services.
Designed and implemented customized IT solutions incorporating network infrastructure, systems architecture, and audiovisual technologies to meet the diverse operational requirements of SMB, mid-market, and enterprise clients.
Formalized and implemented verbal and visual communication standards to ensure consistent, professional, and brand-aligned interactions across all customer touchpoints, enhancing client trust and satisfaction.
Oversaw an aggressive, collaborative RFP/RFQ response process subject to overlapping deadlines; manage requirements gathering, content development, and cross-functional contributions to deliver timely, high-quality proposals aligned with client and business goals. 60+ responses delivered in Q1.
TS Imagine | Imagine Software Inc., New York, NY
VICE-PRESIDENT / DIRECTOR, Corporate & Product Communications / Creative Services (7/2005 - 11/2022)
Coordinated a team of product managers, engineers, marketers, and technical communicators to develop a product training hub for third-party and client developer users of a next-generation API, growing the developer community and accelerating adoption. Created corporate standards for written, visual, and online communication, applied across all outward communication, support, and marketing efforts. Developed communication brand by supervising the creation of product documentation, training, client communication, and web content.
Following the merger of two financial technology firms, defined and implemented short, mid, and long-term deliverables for integrating and standardizing the documentation libraries and web support presence from original firms.
Spearheaded development of an employee onboarding program, built to manage significant expansion of worldwide staff following merger. Enabled cross-training of support teams and empowered managers to maintain detailed, role-specific training modules; accelerated readiness of support staff from three months to six weeks.
Designed and supervised a massive, comprehensive content base to support the spectrum of user types (end users, support staff, administrators, directors, auditors, etc.).
Led a team of trainers and content developers to develop comprehensive video curriculum based on pain points and best-practice solutions, decreasing help desk call volume and training expenses.
Conceptualized, designed, and prototyped an online marketplace to drive the adoption of an emerging product line of financial/regulatory apps.
Established regular customer outreach/engagement via active (email, phone, embedded instruction) and passive (web portals, print, etc.) channels.
Designed and implemented corporate web presence for marketing and support functions.
Championed the development of employee engagement campaigns that reduced turnaround and lengthened employee tenure.
Established and maintained web analytics processes to identify usage trends and drive data-informed product communications initiatives that strengthened customer engagement.
Managed HR operations to streamline recruitment and mentorship of entry and mid-level employees on fast-track program.
Additional Experience
Senior Technical Writer/Trainer | Marketing & Education ♦ Sigma Imaging Systems, New York, NY
Designed and delivered training classes for client training/certification program, a series of classes aiming to educate end users, system administrators, and marketing personnel.
Researched, composed, and edited end user and system administrator-level documentation for a multi-platform imaging and workflow software suite.
Documentarian/LAN Administrator | Corporate MIS ♦ Johnson & Higgins, New York, NY
Composed, edited, and designed management-level documentation designed to introduce new product lines to upper management.
Education
Bachelor of Science, Technical Communication Rensselaer Polytechnic Institute, Troy, NY