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Jennifer
Sheffield
Program Manager & Communications Expert
Greater Seattle Area
Willing to discuss relocation
Open to new opportunities
Team leadership
Program management
Communications & content strategy
Education & literacy programs
I am self-driven and motivated by improving team processes, engaging communities, and educating others. I use language, content architecture, and visuals to provide dynamic storytelling and improve customer satisfaction/confidence in our products and services. I specialize in social media, content strategy and architecture, and B2C communications. As a leader, I am driven to foster and inspire those around me and build a team of forward-thinkers.
Complete Career History
Xbox Support Editor and Project Manager
Hanson Consulting, Inc. | March 2021 - Present | Remote Work
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I use content architectural design techniques to redesign content, educate and support customers, and build their confidence in our products and services.
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I use my prior experience within the greater Xbox org to effectively communicate experiences, features, and support scenarios to the Xbox community—such as online safety for the family, emotional and mental health while gaming, and gender and sexuality inclusivity.
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I uphold Microsoft voice, team style, the Xbox Support tone, and Microsoft Writing Style Guide standards.
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I use the customer’s voice, data-driven research, and SEO to improve discovery of topics, clarify solutions, and advocate for meaningful and positive customer impact.
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I use my experience as a power-user of our products and services, and role as a customer/community advocate, to educate and lead colleagues in meaningful changes to our content.
English
Native language, fluent
French
Limited working proficiency
Japanese
Elementary proficiency
Spanish
Elementary proficiency
Causes & Organizations
Children's literacy
Reading Partners (Americorps)
Education
Arts and culture
Top professional skills
Team Leadership & Employee Training
Content Strategy & Architecture
Social Media Communications
Program Management
Community Engagement
Copy Editing
Project Management
Other Skills & Experience
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Capable of working under strict deadlines to deliver high-quality content for internal and external consumption.
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Knowledgeable in Microsoft Office, SharePoint, Figma, Compass Studio, Azure DevOps, SQL, COSMOS, SCOPE, HTML, CSS, Markdown, PROD environments, GIMP, Audacity, Affinity Publisher, Adobe Creative Cloud, Google Workspace, Asana, WordPress, Wix, and other blogging platforms.
Freelance Work
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Previously a staff writer and social media strategist for Pure Nintendo Magazine
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Game review published with 8Bit/Digi
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Article published with the National Novel Writing Month (NaNoWriMo) blog
Volunteer Work
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Reading Tutor for the Seattle chapter of Reading Partners (Americorps) from November 2022 to present.
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Book Fair Volunteer for Page Ahead Children's Literacy Program in June of 2023.
Community management
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Manage multiple online fandom communities, including one community with 200+ members for the game Final Fantasy XIV (FFXIV), wherein I design and edit a biyearly magazine with community spotlights, reviews, and game information.
Educational Goals
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Masters in Library and Information Science (MLIS)
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Teaching certification for elementary and/or secondary education, to become a public school librarian
academic Background
Valdosta State University
Bachelor of Arts (BA), English Language and Literature
Focus in Print Journalism
August 2009 - December 2013
Valdosta, Georgia
Activities
The Spectator
Independent, student newspaper
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Editor-in-Chief (2013)
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Managing Editor (2012-2013)
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Management Seminar for College News Editors 2013 (MSCNE13)
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Georgia College Press Association (2012 & 2013)
Omnino
https://www.valdosta.edu/english/student-resources/student-publications/omnino/
Undergraduate research journal
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Design Intern (2013)
Work & Writing Samples
Official Xbox Support Website
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A hub that I helped design to display some of our most meaningful support content for family and online safety settings.
Connect with friends in party chat
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Recognizing that we didn't have support content to explain the party chat function to new players and families, and the information was separated out in harder to discover articles, I recreated this article to include more information about what party chat is, explain how you can set up safety settings, provide support for joining or starting a party, and added support for party chat on other devices.
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A new article I produced to educate the Xbox community about doxing threats, behaviors, and how to secure your private information.
Talking to your family about messaging safety
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A new article I produced to help coach families and households through discussing online safety and privacy with loved ones, as well as ways to build trust and use Xbox safety settings to ensure everyone plays safe.
Manage a member's safety settings to access Minecraft features
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A new article I produced to help adults manage safety settings so that members of their household can access different Minecraft features safely. This was a major traffic driver to our platform, with most of the info buried in other articles.
Mental health resources for the Xbox community
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A new article I produced to guide members of the Xbox community who are struggling with a mental health crisis or want to know what resources and tips they can use to help their friends.