Served as the principal technical writer for the Florida Medicaid Modernization Program and Unified Operations Center (UOC), developing operational documentation, knowledge management assets, training materials, governance artifacts, and technical deliverables supporting statewide Medicaid service delivery. Produced documentation across Microsoft Dynamics 365, Genesys Cloud contact center operations, Docebo LMS training systems, RESTful API integrations, operational workflows, and enterprise knowledge repositories while supporting agency review, IV&V oversight, User Acceptance Testing, and production readiness.

• Authored and maintained large-scale Operations and Maintenance documentation for the PD-14 series, supporting Unified Operations Center Service Desk and Provider Services operational environments.
• Documented RESTful APIs, integration workflows, data exchanges, and interoperability requirements across diverse Medicaid modernization systems and service delivery platforms.
• Produced comprehensive operational procedures, workflow documentation, and system governance artifacts covering Microsoft Dynamics 365, Genesys Cloud contact center operations, and Docebo LMS training systems.
• Designed and produced training materials and instructional videos using Articulate Storyline to support User Acceptance Testing (UAT), operational readiness, and Service Desk transition-to-production activities.
• Rebranded and updated legacy Articulate Storyline training assets to align with the Unified Operations Center platform rollout, supporting both Service Desk and Provider Services training initiatives.
• Developed structured process documentation, call handling procedures, escalation frameworks, and operational diagrams for Client Specialists, Service Desk personnel, and Provider Services support teams.
• Designed technical exhibits, workflow diagrams, and operational governance documentation used for agency review, Independent Verification and Validation (IV&V), contractual deliverable review, and program oversight.
• Consolidated and cataloged more than 3,700 knowledge artifacts across fourteen repositories, creating the first unified inventory of program knowledge assets.
• Developed automation scripts using Python and VBA to normalize, clean, reconcile, and consolidate artifact metadata across multiple knowledge repositories and source systems.
• Collaborated with program leadership, project management, agency stakeholders, and operational teams to ensure documentation aligned with business requirements, contractual deliverables, enterprise governance standards, and implementation timelines.
• Leveraged generative AI tools and structured prompt engineering to accelerate documentation, training, and analysis workflows while applying iterative instruction, human validation, and editorial review to ensure quality, accuracy, and business relevance.
• Applied working knowledge of HIPAA, NIST SP 800, PCI-DSS, SOC 2, and SOX control frameworks to align documentation with governance, audit, compliance, and control testing expectations.