Suzanne Howard

Suzanne Howard - |- Professional Summary Versatile technical writer and documentation specialist with proven experience in content management, accessibility, and process optimization across web-based platforms. Skilled in translating complex technical information into clear, concise documentation for varied audiences. Demonstrated ability to lead content-driven initiatives for customer-facing websites and chatbot platforms. Strong familiarity with CMS tools, SEO optimization, accessibility standards (508/WCAG), and stakeholder collaboration. Proficient in HTML fundamentals, Microsoft technologies, and internal site migration strategies. Professional Experience Technical Content Writer | Experis, on assignment with Microsoft | Jan 2024 – Present ●​ Proposed and implemented improvements to customer-facing chatbot and website content using Power BI analytics, increasing click-through rates by 2.73% YoY. ●​ Created, audited, and optimized web-based support content for clarity, accessibility (508/WCAG), and SEO alignment. ●​ Migrated and restructured documentation from legacy systems to Microsoft Loop, improving access and organization across cross-functional teams. ●​ Maintained and trained a generative AI chatbot using Microsoft Copilot to ensure content alignment and reduce editorial cycles. ●​ Led content style guide training and ensured documentation met grammar, voice, and accessibility standards. ●​ Collaborated with publishers and design teams to create and manage reusable site content across multiple channels. Senior Technical Writer | Cvent | May 2021 – Jan 2024 ●​ Managed and updated a 1250+ article knowledge base for six SaaS products, ensuring clarity, accessibility, and brand alignment. ●​ Designed and implemented embedded product guides using Intercom and Pendo to improve UX and reduce support load. ●​ Oversaw in-product help systems and documented internal processes, tools, and standards for consistent user experience. ●​ Built dashboards to monitor content performance and web traffic, using metrics to guide site optimization efforts. ●​ Created technical documentation such as user guides, walkthroughs, and FAQs. ●​ Maintained internal documentation portals using Confluence and Git-based tools. Client Success Advisor | Cvent | June 2019 – May 2021 ●​ Updated internal and customer-facing documentation to address common pain points and reduce support volume. ●​ Created training content and accessibility-focused talk tracks for team-wide adoption. ●​ Contributed to knowledge base expansion, aligning help articles with product updates and web functionality changes.​ Freelance Copywriter | Carden Jennings Publishing | Oct 2018 – Present ●​ Researched and wrote clear technical and medical documentation, synthesizing complex content for professional audiences. ●​ Oversaw project coordination and team documentation for improved efficiency in multi-contributor workflows. ●​ Created documentation standards for incoming writers, contributing to site-wide consistency. Education Bachelor of Arts in English | Christopher Newport University Skills ●​ Web & Content Management: CMS (Confluence, Intercom), GitHub, Microsoft Loop, Wordpress, Wix, Google Sites ●​ Documentation & Writing: Technical documentation, FAQs, release notes, content strategy ●​ SEO & Accessibility: SEO fundamentals, WCAG/508 standards, content optimization ●​ Tools & Platforms: Power BI, Microsoft Copilot, Azure DevOps, WordPress familiarity ●​ Languages & Web Tech: HTML (basic), CSS (basic), Git (basic familiarity) ●​ Soft Skills: Cross-functional collaboration, project management, stakeholder communication Volunteer Work Board Member | Staunton Choral Society | Aug 2022 – Present ●​ Spearheaded the organization’s web transformation through content planning and visual updates. ●​ Migrated files and communication systems to Google Workspace and improved marketing through web and social platforms. ●​ Regularly reviewed website engagement metrics to improve content strategy and user flow.