Knowledge & Web Content Management Specialist

Lyn E. Hillman

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

Writing Editing Web Content Management Content Development

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 Figma

Photoshop PowerPoint Eloqua CSS3 JIRA/Confluence Canva

InDesign WordPress Google Analytics Visio JavaScript SEO

Experience

Freelance Editor/Writer/Web Content Manager, Atlanta, GA January 2013 – Present

•Edit news articles for a local newspaper using AP style

•Oversee a team of proofreaders to ensure accuracy and timeliness of content

•Manage the paper’s social media channels (Facebook and Instagram)

•Edit procedural documentation for the PlaneTrain maintenance facility at Hartsfield-Jackson International Airport

•Manage the website of a nonprofit organization

•Create social media campaigns and SEO strategy for local businesses

•Write grant proposals and training modules for several nonprofit organizations

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

Content Analyst, Global Search Quality (Contract)

•Evaluated Google’s AI-generated content for factual accuracy and relevance to search queries; assessed if responses fully addressed user intent

•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/Technical Writer (Remote)

•Wrote and edited standard operating procedures (SOPs) for several software decommissioning initiatives undertaken by the PDS Special Projects team

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

•Successfully completed an audit of all pages on the ACOE portal to ensure accuracy and timeliness of content; proposed recommendations to improve clarity and usability, increase SEO, and ensure Section 508 accessibility compliance

•Wrote and edited news stories for the Product Delivery Service (PDS) portal site

•Used a proprietary AI tool to assist in research for content development

Execusource Hillphoenix, Inc., Atlanta, GA February 2021 – June 2023

Content Writer/Technical Writer (Contract)

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

•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

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

Content Developer/Technical Writer (Contract)

•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, Morristown, NJ September 2017 – January 2020

Communications Specialist/Technical Writer (Contract)

•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

•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, Basking Ridge, NJ October 2016 – July 2017

Content Maintenance Specialist (Contract)

•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 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, St. Louis, MO November 2013 – September 2016

Content Delivery Manager (Contract)

•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

DISYS FIS, Dallas, TX April 2013 – October 2013

Project Manager/Email Designer (Contract)

•Designed and managed email marketing campaigns and landing pages marketing financial technology products to banking industry/B2B clients

•Coordinated all phases of campaign development for all steps in the user journey including writing, editing, proofreading, layout, SEM/SEO, and production of emails and landing pages

ASK Consulting AT&T, Alpharetta, GA January 2010 – January 2013

Technical Writer (Contract)

•Wrote and updated documentation used by customer call centers related to procedures, policies, and hardware and software products

•Migrated documentation to the MyCSP content management system; conducted proofreading and quality reviews, and implemented SEM/SEO in compliance with taxonomy guidelines

•Wrote internal communication bulletins announcing new or updated policies and procedures and hardware/firmware release dates

•Worked with subject matter experts and QA teams to ensure accuracy of content and compliance with editorial standards

•Wrote HTML, CSS, and JavaScript code to improve navigation and functionality

•Led a project team in reviewing and updating a process documentation knowledgebase; successfully completed the project on schedule, resulting in improved accuracy and relevancy of all content

•Developed a SharePoint site for improved document management, project tracking, and data reporting

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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