This page contains examples of technical documenation I have managed and delivered. I invite you to click each deliverable to read more about the problem, my contributions, and the impact achieved through the project.
Governance documentation
Problem
At Elevance Systems, documentation was fragmented. Documents with multiple versions were shared via email or Teams with inconsistent version control and no single source of truth. Key infrastructure and continuity details were not known—there was no way to verify application recovery objectives such as RTO, RPO, or backup/recovery processes.
Contribution
I started by working with senior stakeholders to determine scope and documentation requirements. I worked with the vice president of Enterprise Data, AI, and Network and the Chief Architect to define documentation priorities and requirements for a centralized knowledge base.
Over the course of the project, I:
- Created four connected spaces for Enterprise Architecture, Applications, Infrastructure, and Networking,
- Implemented feedback from stakeholders to improve technical documentation,
- Applied governance standards; labels, metadata, naming systems, conventions,
- Supported documentation effort for recovery objectives and backups for applications.
Impact
- Produced a reliable source-of-truth for all teams within the company.
- Created foundation for a governed enterprise knowledge base so teams more easily found relevant documentation.
Click here to view two key governance documents →
SOPs and Runbooks
Problem
A startup in cloud consulting, OptaFi, worked with various clients to optimize their cloud and IT systems. While building the technical solutions, they needed a Technical Writer to document to support architects and operational staff, including creating and restoring backups, working with Kubernetes, and working in Windows and Linux environments.
Contribution
I worked to create and deliver a wide range of documentation. I published naming standards, SOPs, processes and procedures, and runbooks in a MediaWiki using Markdown.
Over the course of the project, I:
- Established content routing guidance for publishing in ServiceNow and MediaWiki,
- Worked with managers to determine team ownership and responsibilities,
- Leveraged MediaWiki’s API to maintain document metadata and labels,
- Created more consistent publishing workflows for operational and infrastructure knowledge.
Impact
- Improved the organization of technical documentation across teams and platforms. -Strengthen the knowledge base with metadata, consistency, and team alignment.
Click here to view a runbook →
Medical documentation
Problem
VillageMD, a well-established medical organization, supported a call center, thousands of providers and nurses, and operational teams, but its knowledge base was maintained by volunteers with responsibilities in other areas. This created inconsistencies and sometimes incorrect information spreading.
Contribution
I took ownership of the SharePoint knowledge base and implemented many process improvements to clarify team roles and responsibilities as well as job-specific procedures and processes.
Over the course of the project, I:
- Worked with supervisors, managers, and senior leadership to create job aids to enable physicians and call center agents,
- Developed Excel, Outlook, and Power Automate tools to improve day-to-day efficiency,
- Created training materials for new hires and the human resources team,
- Maintained HIPAA compliance in all documentation, tools, and knowledge bases.
Impact
Provided clear guidance to support physicians, agents, and new hires. Improved the reliability of the knowledge base and leadership through ownership and clear documentation.
Click here to view a triage caller job aid →