Content & Knowledge Management Specialist

Lyn E. Hillman

404-***-**** **********@*******.*** lynhillman.wixsite.com/home www.linkedin.com/in/lynhillman

Web Content Management Content Development Writing Editing

Profile Experienced in web content management, UX-focused content strategy, technical writing, and knowledge management. Proven ability to craft clear, concise communications for diverse audiences, manage large-scale projects, and optimize digital content for usability and SEO.

Skills

Illustrator SharePoint Madcap Flare HTML5 TeamSite Confluence

Photoshop PowerPoint Eloqua CSS3 JIRA SEO

InDesign WordPress Google Analytics Visio JavaScript

Experience

Avance Consulting (Google), Bridgewater, NJ July 2025 – December 2025

Content Analyst, Global Search Quality

•Evaluated Google’s AI-generated content for factual accuracy, relevance to search queries, and addressing user intent while meeting Google’s quality metrics

•Provided constructive feedback on limitations of AI models and content to improve future responses and overall quality

SBG Technology Solutions, Alexandria, VA September 2023 - June 2025

Communications Analyst/Content Developer

•Managed an internal portal site for the U.S. Department of Veterans Affairs Agile Center of Excellence (ACOE) using the SharePoint CMS

•Successfully completed an audit of the ACOE portal to ensure accuracy and timeliness of content and improve SEO; proposed recommendations to improve clarity and usability

•Tracked content performance with SharePoint analytics features

•Wrote and edited blog content and news articles for the Product Delivery Service (PDS) portal site

•Maintained calendars for content publication

•Wrote and edited standard operating procedures (SOPs) for the PDS Special Projects team

•Streamlined an end-of-life software tracking process, reducing reporting time by 50%

Execusource (Hillphoenix, Inc.), Conyers, GA February 2021 – June 2023

Content Writer/Technical Writer

•Wrote and edited installation and operating manuals for commercial equipment systems

•Developed calendars for content publication and project tracking

•Wrote bulletins and created Visio flowcharts to effectively communicate procedural changes and software updates to engineering teams

•Developed an improved project tracking system; reduced reporting time by 80%

Genuine Parts Company, Atlanta GA August 2020 – January 2021

Senior Store Analyst/Content Writer

•Wrote content for a help site supporting GPC’s proprietary RPM POS application being rolled out to NAPA stores nationwide

•Wrote release notes announcing new features, improvements, and fixes within RPM

Beacon Hill Technologies & Vanyil, LLC, Atlanta GA January 2020 – July 2020

Content Developer/Technical Writer

•Wrote procedural documentation for Colonial Pipeline’s internal and field staff

•Created content and conducted research for the official real estate licensing certification course offered by the Real Estate Council of Ontario; developed and applied SEO standards to improve searchability and usability

Artech, LLC (Cox Communications), Atlanta GA September 2017 – January 2020

Content Writer/Communications Specialist

•Wrote and edited copy for internal communications for the Service Assurance organization supporting the Network Operations Centers (customer call centers)

•Designed visually compelling executive presentations, newsletters, posters, email campaigns, iconography, and infographics

•Managed email campaigns and tracked performance analytics

•Migrated and updated procedural documentation in Cox’s knowledge management system; developed and applied SEO standards to improve searchability and usability

•Wrote content for SharePoint sites used by three Service Assurance teams

Collabera (UPS), Alpharetta GA October 2016 – July 2017

Content Maintenance Specialist

•Migrated ups.com content for B2B and residential customers to a new TeamSite CMS

•Conducted search engine marketing (SEM)/SEO, proofreading, QA, and site UAT

•Successfully completed a large content migration and content strategy project for a 37,000-page website three months ahead of schedule; the new site features an improved user experience for selecting and scheduling services

Kelly Mitchell, Inc. (AT&T), Atlanta GA November 2013 – September 2016

Content Delivery Manager

•Updated and created content on the myatt.com customer website using the TeamSite CMS

•Worked with product managers across multiple teams to develop content strategy and ensure accurate and timely content updates

•Wrote training documentation and created a project tracking system for the content implementation team

Education

Master of Arts, Major in Communications/Digital Marketing and New Media

Southern New Hampshire University

Bachelor of Business Administration, Major in Management

The University of Georgia

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