Jenna M Ingersoll

KNOWLEDGE SYSTEMS LEADER • CONTENT STRATEGIST
INFORMATION ARCHITECT • PROGRAM MANAGER • EDUCATOR

Transforming complex information into clear, user-focused knowledge systems that empower teams and users alike

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ARISTOCRAT (Aristocrat Labs) • Remote

Program Management

As knowledge program lead, I establish scalable systems and governance frameworks to unify documentation, project management, and quality oversight across the Technical Project Management Office (TPMO). Key contributions include:

• Designed and implemented the ALABs TPMO Playbook, defining mission, values, and governance processes for all TPMO-managed projects
• Defined and embedded risk management and change control processes, creating templates and workflows that improve visibility, mitigate delivery impact, and strengthen decision-making
• Established Smartsheet governance ecosystems, including standardized folder structures, project templates, and artifact repositories to support traceability and audit readiness
• Partner with leadership to integrate documentation and governance standards into PMO reporting and delivery

 

Knowledge Systems

I’m leading the redesign and relaunch of the Aristocrat Labs (ALABs) SharePoint site to evolve it from a static informational hub into a dynamic, self-service portal for employees. Key contributions include:

• Define the site’s information architecture, navigation, and content strategy to align with ALABs’ expanding organization and communication needs
• Design the layout and user experience to make it easy for employees to find content, access tools, and engage with ongoing initiatives
• Manage content collection, review, and publishing processes to ensure accuracy, consistency, and timely completion
• Establish the foundation for a sustainable knowledge ecosystem that promotes transparency, engagement, and cross-collaboration access across ALABs

 

Education & Enablement

As an advocate for learning and adoption, I lead the TPMO’s training program to ensure consistent understanding and application of project management practices. Key contributions include:

• Partner with PMO leaders to establish a unified perspective on frameworks, governance, or standards
• Deliver monthly TPMO training sessions, providing accompanying learning materials and reference guides to reinforce understanding and support long-term adoption
• Simplify complex and overlapping content into clear, accessible resources that strengthen understanding, drive adoption, and close gaps identified through audits

 

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BIG FISH GAMES • Seattle WA

Leadership

As team leader and manager, I built and developed a strong documentation team, optimizing processes and fostering professional growth. Key contributions include:

• Established a high-performing Documentation department, streamlining intake, review, and operational workflows to enhance efficiency and content quality
• Mentored and coached technical writers, fostering a culture of writing excellence and continuous improvement
• Supported career development, guiding team members in setting and tracking goals that aligned their individual growth with documentation priorities
• Advised aspiring technical writers, providing industry insights, training, and hands-on practice to support their transition into the field

 

Content Transformation

I modernized outdated documentation tools and systems to enhance accessibility, efficiency, and user experience. Key contributions include:

• Migrated documentation systems to Docusaurus and GitHub Pages, solving critical challenges, including:
  • License barriers preventing access to technical content
  • Insufficient editing, reviewing, and publishing workflows
  • Manual, inefficient workflows of managing content
  • Lack of staging environment to preview and test documentation before deployment
  • Restricted site customization
  • Additional cost to obtain a dedicated custom URL
  • Separate documentation systems for different types of documentation
  • Poor search functionality
• Expanded an SDK-focused documentation system into a comprehensive developer resource, adding general content to support a broader developer audience beyond SDK users
• Reorganized complex technical content into a clear, structured navigation system, making it easier for developers to find relevant information
• Aligned documentation with company branding, enhancing visual appeal to create a polished, professional experience that resonates with users
• Integrated Google Analytics to track content performance, using data and user feedback to identify improvements, enhance the user experience, and increase engagement

 

Knowledge Management

As Head of Knowledge, I advocated for knowledge sharing and retention across Big Fish. Key contributions include:

• Developed an intranet for Big Fish employees, centralizing employee-related information for easier access and improved internal communication
• Managed and administered Confluence, optimizing structure, permissions, and content organization to improve knowledge sharing and team collaboration
• Developed templates and recommended tools to streamline content creation, enabling developers, technical writers, and other teams to produce documentation more efficiently
• Organized and led company-wide Wiki-a-Thons, dedicating a day for teams to update and clean up their content spaces. Provided training on best practices for storing, organizing, and writing documentation to ensure consistency and alignment with team standards
• Served on the planning committee for an enterprise-wide Productivity Summit, organizing a session on Knowledge Management and Documentation. Delivered a presentation on the knowledge management practices at Big Fish, covering collaboration, alignment, app integration, and creating flexible workspaces
• Participated in a Knowledge Management Task Force, advocating for best practices, identifying gaps in the existing strategy, and recommending solutions to improve collaboration, reduce silos, and streamline tool usage

 

Program Management

In my role as a program manager, I drove strategic planning, process optimization, and cross-functional collaboration for documentation initiatives. Key contributions include:

• Conducted quarterly planning for documentation initiatives, defining clear goals, balancing priorities, and aligning projects with team capacity and business needs
• Applied Agile methodologies to documentation planning and execution, ensuring iterative improvements, cross-functional collaboration, and adaptability to evolving project needs
• Developed and executed strategic roadmaps for documentation initiatives, aligning efforts with engineering, product, and business objectives
• Oversaw project tracking and backlog management, ensuring efficient workflow, task prioritization, and team progress visibility
• Facilitated cross-team collaboration, proactively resolving dependencies to prevent blockers and ensure timely project delivery

 

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HIGH FIDELITY • Seattle WA

Leadership

I led a team remote of technical writers, ensuring efficiency, engagement, and continuous improvement in documentation quality and delivery. Key contributions include:

• Managed, coached, and mentored full-time and contract technical writers, driving high performance and exceeding business goals
• Assessed individual and team performance, providing targeted coaching to enhance skills, effiency, and overall growth
• Optimized workload distribution, leveraging data to allocate tasks strategically and meet Key Performance Indicators (KPIs)
• Fostered a positive team culture, strengthening morale and collaboration through clear, transparent communication and proactive support

 

Content Strategy

In my role at High Fidelity, I effectively prioritized, planned, and distributed content across multiple channels to effectively reach diverse audiences. My work involved strategic alignment with product goals, cross-functional collaboration, and optimizing content systems for efficiency and engagement. Key contributions include:

• Designed and executed content initiatives aligned with product roadmaps, company objectives, user feedback, and market demands
• Partnered with Engineering, Product, and Marketing teams to identify content needs and ensure alignment with business priorities. Established close professional working relationships with engineers and program managers to ensure documentation accurately reflected product changes, technical updates and departmental needs
• Led the migration to open-source, automated documentation solutions, accelerating content production, streamlining deployment, and reducing operational costs
• Developed a secondary knowledge base with a casual, approachable tone to engage less technical users by addressing common product questions
• Implemented rating and feedback systems, leveraging data to continuously refine and enhance content quality
• Authored and maintained comprehensive style guides, ensuring content consistency, technical accuracy, and engagement for technical audiences

 

Program Management

In my role, I drove strategic planning and execution of technical documentation initiatives, optimized tool ecosystems, and facilitated cross-team collaboration to enhance efficiency and transparency. Key contributions include:

• Led the strategy and execution of technical documentation initiatives, aligning roadmaps and goals with organizational objectives to improve clarity and accessibility for end users
• Administered the company’s development tools ecosystem (JIRA, Confluence, Backtrace, JSDoc), enhancing cross-team collaboration and workflow efficiency
• Authored and published comprehensive release notes, ensuring clear and timely communication of new features, updates, and bug fixes to internal and external stakeholders
• Acted as a trusted partner in weekly product and community ticket triage meetings, providing insights on bug and feature prioritization based on impact and severity

 

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SEAGULL SCIENTIFIC • Bellevue WA

Leadership

I built and led a multidisciplinary content team, driving strategic initiatives to produce high-quality, user-focused documentation and multimedia content. Key contributions include:

• Recruited, trained, and mentored technical writers and video producers, ensuring deep product knowledge and high performance
• Developed and executed content strategies for enterprise barcode software documentation, ensuring clarity, consistency, and a strong user focus
• Established documentation standards, creating style guides and review processes to improve content clarity and accuracy
• Reviewed and refined technical content across documentation, video scripts, white papers, and marketing materials for consistency and impact
• Redesigned online help styling, transitioning from inline HTML to dynamic CSS for improved maintainability
• Collaborated cross-functionally with Engineering, QA, Customer Support, and Sales to ensure documentation aligned with customer needs

 

Content Strategy

I modernized content workflows and implemented advanced tooling to enable seamless integration with software, enhanced localization, and streamlined multi-format publishing. Key contributions include:

• Migrated 2,000+ pages of documentation from a local file system to Perforce source control, improving version control and collaboration
• Transitioned outdated documentation systems to MadCap Flare, enabling contextual help integration, content reviews, and streamlined multi-format publishing
• Modernized docs-as-code workflows using Sandcastle, writing custom PERL and Python scripts to automate content creation and enhance output formatting
• Led the migration to an online help system, eliminating access barriers by making documentation available beyond the software’s help menu
• Implemented MadCap Lingo, seamlessly integrating localized content with MadCap Flare to enhance translation workflows

 

Program Management

I led cross-functional projects, optimized development workflows, and ensured seamless software releases by driving strategic planning, risk mitigation, and stakeholder coordination. Key contributions include:

• Managed label design projects for EU regulatory compliance, coordinating cross-functional teams, driving timelines, and ensuring all requirements were met
• Prototyped and documented new UI features, creating software specifications to guide development and improve web interfaces
• Researched user data, gathered requirements, and proposed designs for new and updated software features to enhance usability and functionality
• Identified and mitigated potential risks during the development process, proactively addressing challenges to ensure smooth project execution
• Maintained relationships with external localization vendors, engineering contractors, and graphics consultants, ensuring quality and timely deliverables
• Coordinated efforts between Development, QA, and Documentation teams, ensuring successful, on-time software releases
• Led six successful software rollouts, streamlining the Release to Manufacturing process through formal documentation and company-wide presentations
• Developed a priority matrix to assess incoming issues based on severity and customer VIP status, improving response efficiency
• Triaged bug reports and feature requests from customers, resellers, and technical support, ensuring timely resolution and product improvements

 

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NEW HORIZONS • Chattanooga TN

Training & Development

I developed and delivered technical training programs to enhance customer proficiency in software applications, IT systems, and career-focused technical skills. Key accomplishments include:

• Trained customers in real-world applications of Microsoft Office, MSSQL, and Windows operating systems, equipping them with practical technical skills
• Designed and maintained instructional materials for IT courses, continuously refining content to align with industry advancements
• Engaged with customers daily, providing hands-on guidance to strengthen their technical skills and support career growth

 

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SHODOR FOUNDATION • Durham NC

Leadership

Early in my career, I took on leadership roles in mentoring and guiding interns and students through hands-on technical experiences, research projects, and professional development. Key contributions include:

• Promoted to Lead Intern, taking on advanced research and validation responsibilities while supporting program initiatives.
• Mentored fellow interns, coaching them on technical concepts and presentation skills for effective classroom demonstrations
• Supervised students in the Shodor Apprentice Program, a year-long initiative preparing high school students for technology-intensive careers

 

Instructional Design

I designed and evaluated technical training materials, collaborating with academic institutions and research organizations to create accessible, high-quality educational resources

• Developed curriculum for computational science workshops and research organizations, including the National Science Foundation (NSF), incorporating creative, hands-on activities to enhance engagement and learning
• Reviewed and refined curricula created by other interns and educators to ensure clarity, effectiveness, and alignment with learning objectives
• Collaborated with Duke University’s Engineering department to create interactive tutorials and lesson modules for technical education
• Published curriculum online, making training materials accessible to educators worldwide
• Edited and developed content for a published Computational Chemistry textbook, contributing computational laboratory experiments to enhance hands-on learning

 

Training & Development

Computational science is widely recognized as the fourth pillar of modern science, complementing observational, experimental, and theoretical approaches. By integrating computational modeling into education, I helped students and educators develop essential problem-solving and analytical skills. Key contributions include:

• Led weekly computational science modeling workshops for middle and high school students, using software such as Gnuplot, Microsoft Excel, STELLA, AgentSheets, and NetLogo
• Provided one-on-one instruction, helping students grasp complex computational concepts through personalized guidance
• Traveled domestically to train faculty and educators, equipping them with the skills to integrate computational science into their curricula and programs
• Represented computational science education at SuperComputing conferences, sharing best practices and engaging with the broader scientific community

 

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TECHNOLOGY, TOOLS, & METHODOLOGIES

• Content & Authoring: Atlassian Confluence, GitHub Pages, Docusaurus, MkDocs, Read the Docs, MadCap Flare, Adobe RoboHelp, HubSpot, Grav
• Structured Documentation: DITA, XML, Markdown, reStructuredText
• Project Management: Atlassian Jira, Smartsheet, Miro, Trello, easyRetro, monday.com, Microsoft Project
• Docs-as-Code Tools: Doxygen, JSDoc, Sphinx, Sandcastle, DocFx
• Data Analytics & Optimization: Google Analytics, Looker, Snowflake, SQL Server, Microsoft Excel
• UX Design: Figma, Miro, LucidChart
• Video & Audio Production: Adobe Premiere & After Effects, Camtasia, Canva, Audacity
• Version Control: Git, Perforce, Subversion
• Web & Graphic Design: HTML, CSS, JavaScript, Figma, Adobe Photoshop, GIMP
• Programming & Scripting Languages: C#, Python, Java, JavaScript, TypeScript, PHP, PERL

CORE COMPETENCIES

• Leadership & Mentorship: Team management, coaching, professional development, and editorial review
• Content Strategy & Knowledge Management: Developing scalable documentation strategies, knowledge retention & sharing workflows, taxonomy design, and governance frameworks
• Technical Writing: Product documentation, API reference, video scripts, SOPs, technical design documents
• User Experience & Engagement: Content usability, analytics, and feedback-driven improvements
• Development & Methodologies: Agile, Waterfall, SDLC, version control, developer tools, and structured authoring
• Cloud & AI Foundations: Certified Google Cloud Digital Leader, focusing on cloud computing, data analytics, and machine learning concepts