Click to see full workflow: Workflow Documentation

Problem:

Exception handling was fragmented, with issues reported ad hoc in Slack or Jira. Knowledge was lost, and quick fixes were patching symptoms instead of addressing root causes.

What I did:

• Designed unified Jira workflows for Ops and Engineering.
• Integrated Jira with Slack for structured reporting.
• Automated ticket cloning, syncing, and resolution notes.
• Connected Jira to Confluence for a searchable exception log.

The outcome:

• Every Ops exception now tracked in Jira.
• Reduced Slack noise and missed updates.
• Clear accountability with scalable workflows.
• Centralized log supports retrospectives and AI enablement.

Sample Help Articles

This is a sampling of help articles (shared with permission) I wrote for a client’s mobile app. They asked me to use a cheeky, user-friendly tone to cover the basic functionality. I kept the cheekiness to the headlines so as to not distract from the content itself, and used a task-oriented approach to let users quickly find what they needed.

Sales and Marketing Collateral: Services Catalogue

The client, a boutique law firm specializing in domestic and international privacy law, had a wide array of services offered but no marketing collateral that described the depth of their (highly impressive!) expertise. I went through their offerings and wrote a summary of each one, then used Canva to design this leave-behind catalogue of services offered.

Sample – User Guide v2.5

The client developed a custom web application to manage access to rail corridors. For the initial user acceptance period, they needed a user guide document, tech specs, and other support materials. I worked with the team and played with the app to understand the workflows, user types, and overall architecture, then created the attached user guide that was used across multiple training sessions.

I wrote (and narrated) the script used in this video: Tarci for Marketing.

The video was created for a B2B data provider that specializes in unique insights about small and mid-sized businesses (SMBs). The target audience is marketing teams at enterprises who sell to SMBs – for example, the marketing team of a payment provider that wants to increase campaign conversions in the SMB market.

Background

In one of my certification courses, I had to write a complete set of instructions on any technical subject and publish a condensed version online. I wrote about how to install WordPress in a local environment, because I needed to install a local environment myself. I chose to publish on Google Sites because I hadn’t used the platform before and I was curious about the user experience.

Method

I researched the topic online and identified the general workflow, but I had some questions about best practices. I asked on Reddit, and a very helpful, knowledgeable programmer agreed to be my subject matter expert. He answered my questions and gave me additional tips based on his experience with local environments.

Once I had all the information gathered, I chunked the process into 5 smaller tasks:

1. Downloading and installing XAMPP
2. Installing WordPress in a local directory
3. Launching the XAMPP Control Panel
4. Creating a MySQL database
5. Configuring WordPress in the local environment

Outcome

The site is published here: Installing WordPress in a Local Environment. The full technical document can be downloaded from the first page.

Cancelling Your Cable: Are You Ready? is a guide I wrote for Canadians who were frustrated with the high costs of cable TV but who knew very little about streaming. The goal was to let them determine if alternatives to cable could work with their viewing habits and save them money.

To create this guide, I sketched out exactly what I needed to do to retain the TV programming I liked when I cancelled my cable subscription. I grouped those steps in big chunks to make up my outline. I included a chapter-by-chapter case study that the reader could follow, as a way of livening up the guide and adding financials at the same time.

This information is being used as a teaching tool and handout by libraries and seniors’ groups.

Please see the Mexican Train Dominoes post on my blog for more information about this project.