Jinjin Li

OTTO Motors is a division of Clearpath, which has been acquired by Rockwell Automation. - Architected and structured technical documentation using Paligo and Figma for OTTO Motors’ Help Centre (hosted on AWS), operation and maintenance manuals (OMMs), standard operating procedures (SOPs), and engineering quick-fix update bulletins - Assisted with migrating 200+ pages of content from Confluence to Paligo - Used virtual machines to create simulated software testing environments for preparing documentation - Collaborated with developers, product managers, and engineers to ensure 300+ updates to the Help Centre and operation manuals leading to a 25% decrease in customer support inquiries - Authored 5+ white papers, including diagrams, on the topic of how autonomous mobile robots (AMRs) operate and the mechanisms that enable them to complete their tasks Tools used: Paligo, Google Drive, Confluence, Jira, AWS, LucidChart, and Arena PLM.

• Updated 5 articles using MadCap Flare and GitHub to clarify Insights’ guided search documentation • Created a user journey map using Figma to review and improve Insights’ UI copy • Reviewed all 14 Insights articles using MadCap Flare’s XML editor to ensure the documentation meets accessibility standards • Collaborated with internal and external stakeholders to ensure all updates to Insights’ documentation are accurate Tools used: MadCap Flare, GitHub, Figma.

• Crafting and maintaining technical documentation for 213 Help Center articles across 12 different categories in Intercom • Consulting with product designers to ensure all new updates to documentation are complete and accurate • Maintaining Help Center articles to resolve 95% of 114,984 user inquiries monthly, resulting in 5% chat requests for support • Training the resolution bot to resolve more international user inquiries by suggesting articles in Spanish and Portuguese Tools used: Intercom, Help Scout, Trello.

• Crafted and maintained technical documentation for Help Center articles, field-level help, release notes, and video scripts using Arbortext for a total of 10 articles • Consulted with two internal teams to ensure all new updates to documentation are complete and accurate • Participated in a UX design workshop to identify pain points in NetSuite’s UI and create a long-term improvement plan • Expertly composed technical documentation explaining an e-card creation process solution as a participant, on behalf of Oracle NetSuite in Hackathon 4Good resulting in placing the top 5 teams Tools used: Oracle NetSuite, Arbortext, Perforce.

• Revised and improved complex technical information to concise instructions to provide better clarity for the end-user • Through the use of InDesign, crafted enhanced software documentation for ERP connectors, EDI solutions, and warehousing solutions including user guides, manager guides, and connector guides • Created and updated Confluence pages for training future Technical Writer co-op students with tips and guidance to using Jira, Confluence, and InDesign to update Edisoft’s user guides Tools used: Jira, Confluence, InDesign.

• Authored a technical guide deck using PowerPoint explaining how to use a third-party survey application to create surveys, distribute surveys, and generate data reports through collected feedback • Created, consistently updated, and performed regular quality assurance checks on a technical FAQ document that provided RBC employees in other departments with information to understand and transition into using a new data repository system • Crafted 4 monthly blog articles which were published and shared within RBC’s internal social media forum

• Created content and designed website wireframes for Renison’s English Language Institute to market key unique features of the different English language programs for recruiting international students • Conducted competitive market analyses of different university English language programs to determine Renison’s strategic profile and provided recommendations on features to improve • Captured video content and drafted scripts for Renison’s promotional videos to support marketing initiatives • Collaborated with Renison’s international stakeholders to create program-specific websites and agreements

• Drafted and supported the editing of communications documents including press releases, letters, web articles, speeches, newsletters, and reports regarding organization events and promotions • Monitored and posted on organization social media profiles on Facebook and Twitter • Coordinated volunteers and supported planning for cultural and promotional outreach events • Compiled and updated Excel contact information of corporate sponsors for marketing and outreach purposes

• Designed posters with Pixlr, Word, and Canva for promoting annual community events • Planned and organized outdoor trips for the organization’s clients with outdoor facilities • Coordinated with bus companies, senior staff, and coworkers to schedule and facilitate events

Honours Arts & Business, Honours English-Rhetoric, Media, Professional Communications.