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Jennifer Sheffield

Program Manager, Communications Expert, MLIS grad student

I have over 10 years of professional experience translating complex, technical ideas into engaging stories and comprehensive support resources for a wide range of audiences. I am self-driven and motivated by improving team processes, engaging communities, and educating others. My long-term goals include a career shift into education and library sciences.

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Greater Seattle Area

Willing to discuss relocation

Open to new opportunities

Team leadership

Program management

Communications & content strategy 

Education & literacy programs

Complete Career History

Xbox Support Writer & Project Manager

Hanson Consulting, Inc. | March 2021 - Present | Remote Work

  • Advocate for support/education that minimizes cost, redundancies, and improves ease of production and customer discoverability

  • Design and lead content strategies to improve legibility and article discoverability by using customer sentiment data, SEO strategies, and empirical evidence

  • Copyedit/write for content across support platforms (website, mobile, console), focusing on conceptual content and technical support—improving language, upholding brand style and voice/tone, and maintaining accessibility standards

  • Coordinate with stakeholders to collaborate on the greater organization's content strategy and take ownership of communications efforts for feature announcements and troubleshooting scenarios 

  • Focus heavily on areas of expertise, driven by prior career experiences, such as online safety, emotional and mental health, popular IPs (intellectual properties) such as Minecraft, and gender and sexuality inclusivity

Xbox Game Development Kit Technical Editor

Protiviti, Inc. | August 2020 - March 2021 | Remote Work

  • Edited Microsoft proprietary documentation for the Xbox One family of consoles and Xbox Series X|S; partnered with developers to revise conceptual articles and maintain Xbox hardware and coding concepts

  • Applied markdown and HTML knowledge, and built a skillset for Github and understanding developer languages   

  • Improved personal fluency in the Microsoft Writing Style Guide and Xbox Developer Style Guide 

  • Redesigned the onboarding training for editors and writers

  • Fulfilled special requests for executive-facing documentation 

  • Reconstructed the architecture of the internal knowledgebase/wiki for developers

Xbox Insider Communications Manager

Murphy & Associates | July 2019 - July 2020 | Redmond, Wa.

  • Created a roadmap and team-wide content strategy playbook for internal/external communications and branding 

  • Improved visibility and verification on social media platforms 

  • Increased Twitter/X follower count by 295% and community engagement on social media platforms by 585%

  • Advised on subreddit engagement and announcement threads 

  • Connected with Xbox partners and game studios to facilitate playtests of their products and features to a variety of internal and external audiences  

  • Strategized marketing announcements and promotions of new experiences and collected customer sentiment  

  • Crafted reports to stakeholders of the customer experience through telemetry, survey data, and social media listening 

  • Incorporated content design and dynamic storytelling into fiscal goals, creating various media assets and templates for the Xbox Insider blog, social media, and internal communications 

  • Redesigned the blog to enable rotating hero content, prevent daily release notes from burying announcements, and crafted new articles that gave the community insight into team process and their positive impact 

Examples of Work: 

Xbox Safety Project Manager

Apex Systems | July 2017 - June 2019 | Redmond, Wa.

  • Handled investigations of hardware fraud, financial fraud, and harassment on the Xbox network 

  • Communicated on special one-to-one cases with frustrated users to educate about the Xbox Safety enforcement process and ways to improve their interactions online and uphold the Community Standards for Xbox 

  • Managed deep-dive investigations of sensitive cases related to sexual exploitation and harassment of minors—working closely with stakeholders to deliver case results to Microsoft Digital Safety and NCMEC

  • Maintained quick turnaround of high-priority escalations and threats to others or Microsoft personnel

  • Produced and facilitated training for new hires and tenured colleagues—training included moderation policies and collaborated efforts in refined wellness materials 

  • Advised on colleague investigations and team best practices 

Xbox Customer Support Agent

Affirma Consulting | June 2014 - July 2017 | Redmond, Wa.

  • Agent for @XboxSupport, providing technical and gaming support to the Xbox community

  • Maintained the social media strategy of the brand, crafting "PSAs" of service outage announcements, exciting release information, and upheld brand voice/tone when communicating with customers 

  • Trained fellow agents and maintained and tracked personal and peer KPIs—such as PRR and output 

  • Created a knowledgebase for known issues, best practices, and ways for each shift to communicate trends across the 19-hour operation days 

  • Used social media listening, spikes in support platform traffic, and partner communications to stay alert to service outages or track/troubleshoot support trends for engineering  

  • Co-created the Community Blog which became a communication hub for the Xbox Ambassadors Program 

  • Conducted community and team interviews, and managed the content budget for the blog 

  • Team leadership 

  • Employee training

  • Content strategy & architecture 

  • Social media communications 

  • Program & project management 

  • Community engagement 

  • Copy editing

  • Capable of working under strict deadlines to deliver high-quality content.

  • Knowledgeable in Microsoft Office, Google Workspace, Asana, Trello, Slack, Discord, SharePoint, Figma, Azure DevOps, HTML, CSS, Markdown, GIMP, Audacity, Affinity products, Adobe Creative Cloud, and blogging platforms.

Additional Experience

Freelance Work

Volunteer Work

  • Reading Tutor for the Seattle chapter of Reading Partners (Americorps)

    • November 2022 to June 2023 

    • January 2024 to June 2024

  • Graphic Designer for the Organization for Transformative Works

    • June 2023 to June 2024

  • Virtual volunteer for Page Ahead Children's Literacy Program

    • October 2023 to April 2024

  • Secretary of Homeowners Association

    • August 2021 to June 2023​

Community & Fandom Management

  • Manage multiple online fandom communities, including one community with 400+ members for the game Final Fantasy XIV (FFXIV), wherein I lead large community events, and I design and manage a seasonal magazine with community spotlights, reviews, and game information.

Academic Background

University of Washington

Master of Library and Information Science (MLIS) (In Progress)
Children's Librarianship

September 2024 - Present
Seattle, Washington

Valdosta State University

Bachelor of Arts (BA), English Language and Literature
Focus in Journalism

August 2009 - December 2013
Valdosta, Georgia

Activities

The Spectator 

https://vsuspectator.com 

  • Independent, Student Newspaper

    • Editor-in-Chief (2013)

    • Managing Editor (2012-2013)

    • Management Seminar for College News Editors 2013 (MSCNE13)

    • Georgia College Press Association 2012 & 2013 (GCPA) 

Omnino 

https://www.valdosta.edu/english/student-resources/student-publications/omnino/

  • Undergraduate Research Journal

    • Design Intern (2013)

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