Recent Work
Technical Writer at impact.com
May 2023 – May 2025, Canada (Remote)
- Write clear, engaging explanatory and instructional help documentation about product features.
- Collaborate with cross-functional teams—including product marketing, product management, customer success/support, UX, and engineering—to document new software features on tight deadlines.
- Lead and support team projects, including an audit of our content’s accessibility level and an initiative to develop reusable content snippets that save the team time when writing documentation.
- Proofread and edit other writers’ drafts to ensure high-quality, accurate content.
Technical Writer at SaaSquatch
April 2022 – April 2023 (Acquisition by impact.com), Canada (Remote)
- Designed and co-wrote an interactive, customizable client onboarding kit in Coda. Clients use this guide to learn best practices for designing a successful customer advocacy program and to complete their initial SaaSquatch technical setup.
- Created and managed a departmental Knowledge Hub. The Hub is our team’s one-stop shop for access to continuing education on our platform, internal project tracking, feature release summaries, and other key team information sharing needs.
- Created software release documentation and user guides for technical and non-technical audiences in collaboration with product managers, designers, and other subject matter experts. Feature releases are on a 6-week cycle, and docs are prepared to go live on or before the scheduled launch date.
- Worked with internal stakeholders to transform the company’s docs repository into a responsive, searchable, and user-friendly resource for our clients
- Helped to formalize SaaSquatch’s written voice and style, and to mentor junior writers
Ocean Data Training Lead, VITALITY Project at Dalhousie University
August 2021 – March 2022, Halifax, Nova Scotia (Contract)
- Assessed the training requirements of startups and small businesses in the ocean sector
- Leveraged e-learning technology, including Camtasia and Udemy, to develop online training materials composed of video lectures, written articles, and practical exercises
- Coordinated with regional and national VITALITY partners to ensure materials are consistent and cohesive
- Evaluated the effectiveness of training materials and iterate as needed
- Created a training video for CIOOS on the use of the ERDDAP data server
- Wrote a training guide to assist CIOOS National Communications in the production of future training videos videos
Knowledge Manager at ADP
I worked as an intern at ADP during my Master’s program, and later accepted full-time employment as a knowledge management consultant.
Knowledge Management Consultant (November 2020 – July 2021)
- Partnered with product managers, customer support teams, and subject matter experts to assess the need for and develop new knowledge base content
- Consulted with project teams to determine their KM support needs, define deliverables, and create new content
- Audited content in the knowledge base to ensure it remained up-to-date, aligned with overall KM content strategy, and followed minimalist writing principles
- Authored over 100 articles in a DITA XML-based component content management system (CCMS)
- Defined taxonomy categories and applied relevant tags to promote findability and searchability of knowledge content
Knowledge Management Intern (May 2019 – May 2020)
- Worked collaboratively with knowledge managers and enterprise learning staff across Canada and the U.S. to develop and optimize KM best practices
- Analyzed gaps in knowledge articles and partnered with subject matter experts to clarify business processes and procedures
- Authored over 80 conceptual, instructional, and reference articles for the knowledge base
Education
Master of Information (2020) from Dalhousie University
Concentration: Information Management & Policy. I served as the Communications Chair for student association (SIMSA) from 2019-2020. Upon graduating in 2020, I received the Atlantic Provinces Library Association (APLA) Outstanding Student Award.
Coursework included:
- Knowledge Management
- Information Instruction
- Business Analytics & Data Visualization
- Data Management
- Organizational Management & Strategy
- Human Information Interaction
Bachelor of Arts (2013) from Madonna University
Dual majors in Spanish and Communication Studies. Graduated with highest honours. Awards:
- Ernest I. Nolan Award (2013): awarded to one graduating student from each of the College of Arts & Humanities’ programs for academic excellence. Received for both Spanish and Communication Studies.
- Earhart Emerging Scholars Research Grant (2013)
Coursework included:
- Business & Professional Writing
- Public Speaking
- Business Spanish
- Proposal Writing & Grant Administration
Other Work
Research Assistant at Dalhousie University
May – August 2020, Halifax, Nova Scotia (Contract)
- Collected and analysed qualitative data for use in a scoping review on the housing needs and experiences of LGBTQIA2 individuals
- Drafted a flagship paper that integrated results from a three-phase national research program comprising a scoping review, surveys, and focus groups
- Edited policy briefs aimed at informing federal and provincial ministries of the ways in which LGBTQIA2 Canadians need specialized support in the implementation of the National Housing Strategy
Client Engagement Specialist at PeopleFacts
July 2017 – July 2018, Maumee, Ohio
- Co-presented live webinar training sessions to more than 500 clients
- Wrote and circulated a comprehensive training manual (90+ pages) for use in training new Client Engagement Specialists
- Supported the transition from Sales to Service by personalizing and delivering live trainings for more than 20 new clients
- Assisted Quality Control department with verifying the accuracy of criminal records and verification data for pre-employment background checks
- Responded to client inquiries, vendor requests, and candidate needs
Verification Specialist at PeopleFacts
May 2015 – July 2017, Maumee, Ohio
- Created step-by-step guides on how to operate over 20 public records databases
- Interviewed job candidates’ personal and professional references on behalf of prospective employers
- Verified employment, education, and professional credentials
Legal Advocate at Huron Law Group
May 2014 – February 2015, Southfield, Michigan
- Developed company training materials, including a welcome call script for use in onboarding new clients
- Acted as a primary point of contact for 250 clients, communicating regularly with 35 clients in Spanish by both phone and email
- Oriented new clients and followed up monthly to convey their case progress and proactively address questions or concerns
Work Study at Madonna University
2011 – 2013, Livonia, Michigan
- Organized student files and copied course materials for College of Social Sciences faculty
- Proofread and posted content for the Gerontology department’s online learning management platform, Blackboard
- Prepared annual alumni newsletters for mailing
- Scheduled faculty appointments and answered student inquiries by phone and in person
Peer Tutor at Madonna University
2011 – 2013, Livonia, Michigan
- Tutored students in personal and academic writing, including proper essay structure, argument development, mechanics, and APA/MLA style guidelines
Skills
Skills
- Stakeholder management and engagement
- Knowledge management and process documentation
- Documentation in an Agile context
- Structured and topic-based technical writing
- Research and academic writing
Software & tech experience
- Paligo (DocBook)
- ReadMe (Markdown)
- MadCap Ixia (DITA XML)
- Contentful CMS (Markdown)
- FreshDesk
- Canva
- SnagIt
- Camtasia
- Atlassian Suite (Jira, Confluence)
- Google Workspace
- Thinkific
- Udemy
Last reviewed: 23 May 2025
Katherine Luber 