Knowledge management & AI content strategy

Knowledge management leader and AI content strategist with 15+ years building the content systems behind self-service support, enterprise search, and generative AI tools.

Designed LLM-powered content delivery and prompt workflows for Exelon utility support through Deloitte, including model evaluation in Microsoft Azure AI Studio. Led knowledge teams at BILL and Alert Logic, and deployed federated search on Coveo at Alvarez & Marsal.

Certified Knowledge Manager (CKM) and KCS v6 Fundamentals certified. Strong in information architecture, taxonomy and metadata governance, technical writing, and GitHub-based documentation workflows.

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Selected Work

Generative AI content design

Exelon: Generative AI for utility customer care

Research, AI instructions and launch content for generative AI tools used by customer service reps across Exelon's utilities, 2024.

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Knowledge management leadership

Alert Logic: Self-service support for a security operations SaaS company

A knowledge base, customer community and merged content team that improved support requests per user by 30% and grew knowledge base views 2.7x, 2016 to 2019.

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Intranet content strategy

OhioHealth: Redesigning an employee intranet around top tasks

A Microsoft SharePoint benefits site for a 30,000-employee health system, organized around what employees came to do. 1,875 unique viewers in its first 30 days, 2022.

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Self-service support content

BILL: Help content for a fintech payments platform

Help Center, chatbot and in-app support content for a payments platform, with a team of three. 5% fewer support-related detractors, 2020 to 2022.

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Enterprise search

Alvarez & Marsal: Settling a search question left open for three years

A federated search approach on Coveo for a global professional services firm, identified and deployed in under two months, 2019 to 2020.

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Writing Samples

Leverage EC2 Reserved Instances to Save Big on Scanning Overhead
Alert Logic blog. A how-to for cutting Amazon Web Services costs on security scanning. Archived copy.
Check Out the New and Improved Alert Logic Support Center
Written for Alert Logic's blog, November 2017. Announces the Support Center relaunch. Saved image.
Paper Lantern: Simple, beautiful, and this is only the beginning
cPanel release notes, cPanel & WHM 11.42, 2014. Introduces a redesigned product interface. Archived copy.
Content Marketing &…MoSCoW
cPanel blog, bylined, November 2015. A prioritization method for marketing technical content. Archived copy.
Refreshingly Simple Integration
cPanel blog, bylined, June 2015. Setting up a small business website, told from the customer side. Archived copy.

Knowledge management & AI content strategy

Selected Work

Exelon: Generative AI for utility customer care

Alert Logic: Self-service support for a security operations SaaS company

OhioHealth: Redesigning an employee intranet around top tasks

BILL: Help content for a fintech payments platform

Alvarez & Marsal: Settling a search question left open for three years

Writing Samples

Certifications

Tools