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 have almost 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. I am seeking to expand my portfolio beyond tech to other program management and content design-oriented roles, with my long-term goals including a career shift into education and library sciences.

Complete Career History

Xbox Support Writer/Editor & Project Manager

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

Advocate for support/education that meets the customer where they are--the well-versed gamer or the less-confident user just getting started
Design and lead content strategies to improve legibility and article discoverability by using customer sentiment data, SEO, and empirical evidence
Copyedit/write for content across support platforms (website, mobile, console), focusing on conceptual content and technical support--work includes 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

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

Capable of working under strict deadlines to deliver high-quality content for internal and external consumption.
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

Previously a staff writer and social media strategist for Pure Nintendo Magazine
Game review published with 8Bit/Digi
Article published with the National Novel Writing Month (NaNoWriMo) blog

Volunteer Work

Reading Tutor for the Seattle chapter of Reading Partners (Americorps) from November 2022 to June 2023.
Graphic Designer for the Organization for Transformative Works from June 2023 to present.
Volunteer for Page Ahead Children's Literacy Program from October 2023 to present.

Community/FANDOM management

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

Masters in Library and Information Science (MLIS)
Teaching certification for elementary and/or middle grades, to become a public school librarian or educator

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

http://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)

Omnino

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

Undergraduate research journal

Design Intern (2013)

Project & Writing Samples

Games & apps
Official Xbox Support Website

Coordinated with the Game Title team at Xbox to improve the experience of the Games & apps Browse page on Support.Xbox.com. The Browse pages seek to be a mobile-friendly landing page for customers to quickly find what they're looking for (particularly if they're not comfortable with Search). However, the unfocused direction of this page (see snapshot) made browsing impossible for the average customer. "Games & apps" as a category is also incredibly broad for a gaming company. This content has been refined to focus on setup and general use of products and services, move troubleshooting to a new central location, and remove Store content upselling to focus on supportability and customer satisfaction/education.

This project is ongoing. More to come to phase out game release content/upselling, focus on Xbox-centric supportability, and improve SEO.

Help for Xbox games & apps | Xbox Support - This is the anchor to this project, a new Hub (landing page) for all games and apps troubleshooting. This provides a centralized location for customers, support, and partners alike to find solutions to their experiences. The top highlights general troubleshooting for products and services, with more specific troubleshooting found in the sections below.

Additional copyediting and technical writing work: