Global Relay builds compliant archiving and messaging for financial institutions. I wrote and published the documentation and customer communications for its enterprise products, on the UX team.

• Documentation that survives testing. User guides, configuration guides, REST API references and release notes, each procedure validated hands-on and through SME review.
• Customer communications at scale. Constant Contact campaigns to 10,000+ contacts per product; a JIRA queue of customer notices prioritized by release impact.
• Automation. Built the distribution-list workflow end to end and moved it from Excel macros to Python and the Constant Contact API, cutting manual effort 98%.
• Content standards. Helped draft the notification guidelines, updated the style guide’s defined terms, compiled the in-house AI glossary.
• Knowledge base health. Audited Salesforce Knowledge with article analytics and customer feedback to find gaps and prioritize updates.

• Corrected technical errors across 900+ pages of physical-security and cybersecurity documentation.
• Wrote 400+ pages of training content, release notes and FAQs in DITA/XML.

• Turned 50+ pages of engineering drafts into user-focused training materials; validated online modules with SMEs.

• Streamlined analytical methods and sampling workflows, improving process efficiency by 70%.

• Drafted, compiled and translated engineering documentation and regulatory material for officials and the public.

• Mineral-processing research; supervised students on protocols and reporting.