Ashley Smith

Technical Writer and Editor 
Learning Experience Designer

Lead Technical Editor/Writer/LX Designer

Amazon, Seattle WA, 2017 – Present

Lead writer 10/2021 – 12/2022; lead editor 12/2022 – Present  

• As lead technical editor, edit customer-facing troubleshooting articles and video scripts for the AWS Knowledge Center, as well as presentations, UX and WNP content.

• Review on average 100 KC articles per month to ensure that they adhere to AWS styles and standards.

• Edit for clarity, conciseness, quality, and tone.

• Mentor technical writers on ways to improve their writing so that it's accessible to customers with little technical expertise.

• Identify and lead process improvements and internal process documentation (as writer and editor).

• As lead technical writer, worked with global AWS support engineers to create and maintain customer-facing troubleshooting and best practices articles for the AWS Knowledge Center, averaging 12 article publishes a month and leading six content development sprints per year.

Global learning experience designer 12/2018 – 10/2021

• Worked with AWS support leadership to define topics for internal online training for global AWS support engineers and new hires.

• Collaborated with subject matter experts to create and update technical content and developed online training.

• Defined project scope and created timelines for course creation and publishing.

• Created and implemented a team-wide editorial process, including developing editorial resources, such as editorial tip videos, editorial wiki, and content style guide.

• Edited technical online and instructor-led course content for clarity, tone, and quality across AWS services.

Digital and Device Help technical writer 09/2017 – 12/2018

• Created and published customer-facing Alexa features Help content and internal policies, and managed content update requests in alignment with business partners and the deliverables of the team.

• Supported Alexa feature launches, software updates, feature expansions to new marketplaces, and internal process improvements, as needed.

• Identified and contributed to content improvements for accuracy, quality, and tone.

• Worked with support content strategists to ensure customers had the best support experience and Amazon CSAs had the information needed to best support customers.

 

Instructional Designer/Technical Writer

Various Companies, Seattle, WA 2011 – 2016

Worked on a contract basis for companies such as Rosetta Stone, Apex Learning, Microsoft, and HomeStreet Bank.

• Designed instructional aides for instructor-led and online use.

• Created storyboards for PowerPoint presentations, demonstrations, and other related facilitator and participant materials.

• Wrote and edited scripts for video, audio, and multimedia presentations.

• Adapted instructional content for different types of learners.

• Presented and made recommendations regarding course design, technology, and instruction delivery options.

• Interviewed subject matter experts and conducted research to develop instructional and technical content.

• Researched and wrote articles and e-books on various topics.

 

Content Director/Production Manager

ezLearn Educational, Rio de Janeiro, Brazil 2008 – 2010

Helped shape English language acquisition website for e-learning start-up.

• Created engaging dialogue-based lessons and podcasts for English language learners.

• Wrote, edited, and uploaded lesson content daily, contributed articles to site's blog, and participated in webinars and weekly podcasts, never once missing a deadline.

• Managed staff of five, preparing work schedules and assigning specific duties.

• Organized and headed weekly production meetings.

• Planned, implemented, and monitored scheduled project activities to ensure timely completion under tight deadlines.

• Participated in B2B and B2C profit and marketing strategy meetings, and successfully maintained communications with customers and key stakeholders.

• Collaborated with COO and team members to implement innovative approaches to learning.

Reviewed legal contracts, drafted project reports, standardized company teaching approach, developed company methodology manual, and created teacher lesson guides.