480-213-1542

jacqhendershot@gmail.com

• 25+ years experience developing and crafting user and internal facing documentation.
• Played a key role in transforming legacy documentation site into a modern, comprehensive, and user-friendly platform; assisted in converting RST to AsciiDoc for consistent formatting. Contributed to a team-wide effort that drove major improvements in site performance and visibility.

• Revitalized efficiency and output of Cybersecurity Education team at Trustwave.
• Created process documents to empower Sales in promoting Cybersecurity Education, along with numerous other user-facing documents during my tenure as the Senior Technical Writer for the SIEM group (at Intellitactics/Trustwave).
• Earned Customer Champion Award for writing assistance on a major customer project; received Performers Award at Trustwave.
• Aviatrix ACE and Professional certifications.

For more work experience details please see my LinkedIn profile: LinkedIn.com/in/jacquelinehendershot

Aviatrix - Senior Staff Technical Writer

FEBRUARY 2022 - AUGUST 2025

• Owned and overhauled the Security documentation suite (Distributed Cloud Firewall, SmartGroups, Transit FireNet, Network Segmentation, Egress, ThreatIQ), rewriting and reorganizing content for clarity, usability, and accuracy.
• Used AI tools (Microsoft Copilot, GitHub Copilot, Claude) to research, structure, and draft new content, significantly accelerating Security documentation updates and improving consistency.
• Played a key role in transforming the legacy documentation site into a modern, comprehensive, and user-friendly platform; assisted in converting RST to AsciiDoc for consistent formatting. Contributed to a team-wide effort that drove major improvements in site performance and visibility, including:
  • +185% impressions and +141% higher ranking position in Google Search, making docs more discoverable.
  • +60% sessions, +72% pageviews, and +80% longer session duration, indicating higher engagement.
  • +136% faster load times and +144% more responsive interactions, delivering a smoother user experience.
• Collaborated with cross-functional teams, attending Security meetings, conducting interviews, and leading content reviews to ensure accuracy and completeness.
• Identified and reported CoPilot UI bugs, suggested UI improvements, and influenced product usability through documentation feedback.
• Managed Jira tickets to prioritize work effectively and ensure on-time delivery of documentation updates.
• Performed peer reviews of technical content to maintain quality standards and align messaging across the documentation team.

The PEER Group - Senior Information Developer

NOVEMBER 2019 - FEBRUARY 2022

• Created and edited guides, Help files, and other documents for the EIB (Equipment Information Bridge) and EDA Tuner products.
• Created and updated Release Notes documents.
• Used Azure DevOps to keep track of issues to document, using Agile methodology.
• Wrote user stories as needed.
• Reviewed other product documentation as needed.
• Checked in documentation using GitHub.
• Contributed to ID Team standards and protocols.
• Reviewed and worked on other documentation as assigned/needed.

Trustwave - Cyber Education Manager / Documentation Manager / Senior Technical Writer

JUNE 2005 - NOVEMBER 2019

• Reviewed, edited, and updated Cybersecurity Education collateral (catalog, sales support materials).
• Evaluated and edited Cybersecurity Education course and curriculum content.
• Facilitated translation of various types of documentation with translation vendor.
• Developed projects and executed to timelines.
• Wrote, reviewed, and edited user guides, installation guides, configuration guides, getting started guides, device guides (100+ of these particular guides to create and maintain), training material for SIEM (Security Information and Event Management).
• Produced documentation for other Trustwave products.
• Oversight of MSS Knowledge Base team for two years.
• Provided management and guidance to Technical Communications team for six years.
• Prepared Release Notes and one-off documents for specialized projects.

Please see my LinkedIn profile for more details on tasks performed at this company.

• Introduction to DITA course (Scriptorium)
• CSS3 and HTML5 course (University of Waterloo)
• Professional Editing Sequence (University of California, Berkeley)
• Honors B.A., Rhetoric and Professional Writing Co-op (University of Waterloo)