Detailed experience across technical communication, knowledge architecture, data,
operations, policy research, and community work.
Technical Education Content Developer
Cisco | May 2024 - July 2026
- I led content strategy for Cisco Secure Access, across AI, technical content, and product experience.
- Most of my energy went to Cisco's AI-Native Content Strategy initiative, a cross-organizational effort to restructure the entire documentation corpus into a graphRAG-based, AI-ready system. On the Content Modeling workstream, I did hands-on content modeling and context engineering: designing structures that let AI reason over content and deliver dynamic, persona-driven experiences. I did the business analysis behind a PRD — defining requirements and building the content model and context engineering to support them — and developed formal information architecture expertise (as an IA mentee), applying it to AI-ready structures across the product line.
- Alongside that, I owned end-to-end content strategy for Secure Access, spanning SSE/SASE, IPsec tunneling, SSO, and AI-assistant integration with SaaS products. I architected the strategy through facilitated discussions with SMEs and other content developers, launched a new SASE Management documentation set, and drove accuracy improvements to IPsec tunnel content.
- I also ran the content analysis that enabled migration decisions — auditing enterprise CMS metadata and content to assess the corpus and prepare it for restructuring.
- I interviewed engineers, product managers, business developers, and customer experience reps to gather technical detail and customer persona data and turn it into clear content, led team sessions to keep everyone aligned through major redesigns, and coached colleagues on adopting structured content processes and AI tooling — the culture-change work that determines whether any of it lasts.
- Earlier: documentation for the Cisco Assistant LLM feature, and a hackathon proof-of-concept for LLM-generated, identity-based technical content.
Technical Communications Specialist
Cisco | February 2022 - May 2024
- I led customer communications and content research for Cisco Duo on the Security Documentation team — the work of connecting cybersecurity customers with the critical information they needed about product changes, vulnerabilities, and the actions those required.
- I wrote release notes each sprint and coordinated customer communication impact studies with Product and Data Science teams, using quantitative and qualitative research on how communications were received to improve what we sent and how. Alongside that, I worked to extend the Duo communications model to other Cisco Security products, facilitating discussions with SMEs across design, engineering, and product management, and contributing to content performance analysis and process improvement for the team's publishing operations.
- I also mentored early-career coworkers and students.
Community Based Participatory Researcher
Town Common Research | January 2022 - August 2023
- I conducted community-based participatory research for towns and community organizations across Western Massachusetts, partnering with residents and local organizers throughout the process — from study design through data collection and reporting.
- For Age-Friendly needs assessments, I collected and reported data using surveys, key informant interviews, and focus groups, then turned it into evidence local organizers could act on. This work supported Council on Aging initiatives with an empirical basis for decisions — including a needs assessment whose findings helped make the case for two new part-time roles: a library program director to expand events for seniors, and a community worker who meets with seniors regularly. I reported and presented findings in forms usable by community decision-makers rather than specialist audiences.
Forest Policy Campaign Researcher
Partnership for Policy Integrity | October 2019 - January 2023
- I researched and wrote in support of the Forest Defenders Alliance campaign to remove forest biomass from the EU Renewable Energy Directive and end the counting of wood burning toward emissions-reduction targets.
- I built a database of Members of European Parliament to track party and committee memberships and voting patterns on forest and environmental policy, in support of campaign monitoring and targeted outreach. I also managed the campaign website and took part in outreach.
Director of Data & Donor Experience
Hope for Haiti | August 2019 - February 2022
- I managed revenue data, grant writing, grant pipeline, and donor services for a nonprofit working to improve quality of life for the Haitian people, particularly children.
- I streamlined donation processing by replacing manual workflows with Python scripts, cutting processing time and data-entry errors. I designed program concepts for Haitian farmer support initiatives and wrote the funding proposals to sustain them, and I helped coordinate galas and fundraising events.
- I led the fundraising response through an extraordinary sequence of crises: COVID-19, civil unrest, the assassination of President Moïse, and the August 2021 earthquake.
Platform Analyst
VentureWell | November 2016 - August 2019
- I was the Salesforce platform lead for a nonprofit cultivating early-stage STEM ventures — first responder for development planning and implementation, and second-tier resource for user support and training.
- I designed and built solutions supporting grants management, impact evaluation, program monitoring, digital marketing, and relationship management across funders, investors, and program participants. The stack ran across Salesforce Community, Pardot, Service Cloud, Process Builder and Flow, Apex, Lightning Web Components, and Nonprofit Success Pack — integrated with NetSuite via SOAP API and supported by tools including Form Assembly, Conga Composer, and RStudio.
Program Lead, Tech, Innovation, & Coalition Development - Freelance
Not1More | August 2015 - August 2019
- I led technology and coalition development for a global environmental justice organization supporting frontline forest defenders facing violence and reprisals.
- I designed and deployed technology for researchers and defenders working in remote forest sites: Forest Threat Sensor, a peer-to-peer alerting and mapping tool for defenders encountering risk; TIRTL, for documenting and reporting rights violations; and DefenderDirect, a direct-giving fundraising tool. I also managed CRM development, data collection design, web development, and digital marketing.
- Alongside the technology work, I built coalition relationships and wrote for fundraising and advocacy. I supported the Forest Defenders Conference, the "I am Chut Wutty" documentary campaign, the Bloodwood report on unauthorized rosewood plunder in Guinea-Bissau, and the Amazon Security Framework community of practice for defenders under threat in the Amazon.
IT Services Manager
Computer Courage | January 2013 - November 2014
- I led a team of 5 to 7 technicians serving 150 small-business customers at a Berkeley IT service provider and web developer. I personally closed 30 contracts through business goal analysis, clear proposals, and reliable service.
- I worked with the President on business operations improvements — CRM implementation, project management templates, cost forecasting, service outcome evaluation, and KPI monitoring.
Production Manager and Senior Database Specialist
DOMICO Software | June 2006 - January 2013
- I worked on a small team at a database software company specializing in the self-storage real estate subsector, supporting finance and management clients through data migrations, software customization, QA, and feature development on SQL Server.
- I reduced support call volume by 20% and improved resolution time by 40% — mentoring technicians, building and managing a knowledge base, and driving process improvement and automation for QA and ETL workflows.
Helpdesk Technician
Borders Group Inc | January 1999 - September 2000
- Remote support for Windows NT and OS/2 systems across Borders and Waldenbooks stores, connected by VSAT. Supported email, inventory, and point-of-sale applications.