Resume

Jenna Jaco

jenna.jaco@gmail.com

SUMMARY

7 years of experience writing flexible, workflow-based software documentation that simplifies complex data processes and meets users where they are. Proven track record of successfully identifying, prioritizing, and fulfilling information needs for diverse external and internal audiences, from end users to engineers. Expertise developing content processes and guidelines, analyzing and improving content quality, and building stakeholder relationships that enable stellar content. Specializes in bringing user-focused clarity to nebulous, multifaceted, or loosely defined contexts.

EXPERIENCE

American Electric Power (AEP) • Remote
Senior Technical Writer, 2023–present

• Plan, write, and maintain user guides, engineering standards documentation, and workflow diagrams covering 3 new software solutions for the largest electricity transmission system in the U.S.
• Migrate and reimagine existing documentation for 15-year-old legacy systems, advocating for audience awareness, effective use of metadata, and specificity in conveying nuanced processes
• Work closely with engineers, field operators, and other technical writers to deliver high-quality documentation that simplifies complex technical concepts and business processes
• Collaborate across departments to ensure the right teams contribute the right types of content
• Balance the needs of new product documentation with the policies and processes of a highly regulated industry, applying modern content standards within legal and resource-based constraints
• Work cross-functionally to map out key business processes in a way all internal teams understand
• Perform peer reviews for other writers’ projects with an eye for clarity and user-centered language

Freelance • Remote
Technical Writer (part time), 2023–present

• Develop content that distills complexity and helps people make sense of technology
• Write procedures, conceptual overviews, reference content, technical design documents, feature guides, thought leadership, proposals, and more across a variety of technical domains 
• Current projects:
• Internal documentation for Racino, a racing strategy game
• Resumes and LinkedIn profiles through Plum Consulting
• Knowledge base articles through DevDocs

Archipelago • Remote

Head of Documentation and Training, 2021–2023

• Owned all internal and external software documentation for an ML-driven property risk data platform
• Launched the company’s first public documentation site, significantly reducing repetitive support tasks
• Conveyed complex processes and concepts for a largely non-technical customer audience
• Authored over 100 pieces of customer-facing help and API reference content in the past year, maintaining 100% coverage for major product workflows
• Authored over 150 internal articles in the past year to help multiple teams at the company operate with more clarity and efficiency
• Collaborated across Engineering, Marketing, and Client Services teams to create and ensure the accuracy of user guides, procedures, UX strings, and API docs for internal and external audiences
• Audited existing content, identifying the biggest customer-facing information gaps and how to fill them
• Developed and maintained a style guide, product documentation architecture, and content templates
• Defined, communicated, and maintained content standards and development processes
• Created, delivered, and gathered feedback on 3 internal training programs addressing key knowledge gaps across different teams and experience levels
• Selected, implemented, maintained, and trained others on our documentation toolchain
• Assessed and prioritized documentation projects based on developer needs, business goals, and customer feedback
• Participated in Design and Engineering meetings to offer feedback on usability and taxonomy

eBay via Populus Group • Remote

Senior Technical Writer (part-time, 12-month contract), 2021–2022

• Designed and helped implement an information architecture and metadata tagging strategy for a multidisciplinary company style guide, helping internal users easily locate relevant content standards
• Edited the company’s new UI design playbook for clarity, concision, and accuracy

NI (formerly National Instruments) • Austin, Texas
Senior Technical Writer, 2019–2021 (2016–2019: Technical Writer and Staff Technical Writer)

• Planned, prioritized, wrote, and reviewed procedures, reference guides, and UI text for software products 
• Drove SystemLink software documentation through 12 releases, working with product owners and developers to map every step of the customer journey across 3 personas and support it with right-sized help content using DITA
• Developed and drove the adoption of 2 information architecture frameworks to help writers more easily understand and implement content standards 
• Developed a strategy for sourcing targeted help content and example files in GitHub 
• Trained and mentored a part-time technical writer and technical writer intern
• Promoted to senior level in 2.5 years (5 years typical) due to a strong track record advocating for users, building stakeholder relationships, and tackling complex problems

Self-employed • Austin, Texas

Technical Editor (part-time), 2018–2022

• Helped designers and developers turn ideas and anecdotes into engaging, cohesive stories
• Performed developmental editing, line editing, and copy editing for collaborative writing projects across a variety of technical domains
• Recurring clients included Microsoft and CalTech IT

Fulbright Korea • Changpyeong, South Korea

English Teaching Assistant, 2015–2016

• Planned and taught mixed-level English classes at a rural boarding high school
• Studied Korean language and poetry
• Led an after-school club about American pop culture history with a critical thinking emphasis 

Sorin Oak Review • Austin, Texas 

Editor-in-Chief, 2014–2015

• Led all planning and production for my university’s literature and arts journal 

Hilltop Views Newspaper • Austin, Texas
Copy Chief, 2014–2015

• Copyedited and wrote headlines for every page of the weekly print and online publication
• Trained new editors and coordinated their schedules and workflows 

SELECTED AWARDS

• NI Tech Comm 2020 Impact Award
• NI Tech Comm 2017 Rookie of the Year Award
• Fulbright U.S. Student Grant 2015–2016

EDUCATION

• M.S., Information Science, Information Systems emphasis, University of North Texas, 2019
• B.A., English Writing and Rhetoric, Creative Writing emphasis, St. Edward’s University, 2015

SKILLS

• Writing: User-centered writing, workflow-based documentation, content governance, minimalism, information architecture, and API documentation
• Training and evangelism: Instructional design, adult learning theory, communication, active listening, adaptability, relationship building, inclusivity, public speaking, workshops, demos, research, and feedback gathering
• Management: Work prioritization, stakeholder communication, project management, writer coaching, giving and receiving feedback, business planning, and problem solving
• Tools: Jira, Oxygen XML Editor, Archbee, GitHub, Jekyll, Slab, Confluence, MadCap Flare, and basic CloudCannon
• Languages and protocols: XML, DITA, Markup, HTML, Git, and basic reading proficiency in GraphQL, JavaScript, Python, and SQL