A. Jackson Email about a project
About

Allana Jackson

Knowledge systems architect and founder of A. Jackson

For 8+ years I've turned complex policies and system behavior into documentation people can follow, at Google, Domino's, DoorDash and the NYC Office of the Chief Medical Examiner. A. Jackson is my practice. It tests what AI support agents tell customers and writes the fixes.

Based in
New York City
Experience
8+ years in documentation and knowledge management
Open to
Select contract engagements, project or embedded

Why I started A. Jackson

At DoorDash I restructured an IT knowledge base so AI-assisted search could find the right answer. Incident research dropped from 12 minutes to 3. It showed me that an AI system answers only as well as the knowledge it reads.

Support teams now let AI agents answer customers directly, including questions about where their money is. Those agents run on written instructions and help content. Someone has to write them, test them against what's true, and fix them when they're wrong.

I founded A. Jackson in May 2025 to do that work. Its main service, the Agent Status Test, checks what an AI support agent tells customers about their money and hands the team written fixes. I still take documentation and knowledge systems projects too.

See how the test works

Experience

Download resume (PDF)
  1. May 2025 – Present

    Founder

    A. Jackson

    Tests what AI support agents tell customers about their money and writes the fixes. Builds knowledge systems, documentation standards and review workflows for client teams.

  2. Aug 2024 – Apr 2025

    Knowledge Systems Architect (Contract)

    DoorDash

    Consolidated 25+ repositories into one governed knowledge system, saving $180K+ a year and 20+ engineering hours a week. Restructured the knowledge architecture for AI-assisted search, which cut incident research from 12 minutes to 3.

    See the DoorDash project
  3. May 2023 – Jul 2024

    Senior Technical Writer

    Domino's

    Designed the in-app guidance and documentation for a new POS platform rolled out to 6,000+ franchise stores. Adoption reached 99%, with zero rollback incidents and 89% fewer support tickets. Kept documentation 98% accurate across 15 releases.

    See the Domino's project
  4. Nov 2020 – Mar 2023

    Technical Writer II & Knowledge Architect

    Google

    Built the knowledge structures, migration guidance and localization workflows for the Search Ads 360 modernization, used by 3M+ advertisers in 51 markets. The help center delivered $28M in operational value, and negative user feedback fell 25%. I also wrote every article in the billing help center for Search Ads 360 (new experience): payments profiles, billing setups, invoices and purchase orders. Google later reused them for Campaign Manager 360.

    See the Search Ads 360 project
  5. Aug 2018 – Nov 2020

    Principal Technical Writer

    NYC Office of the Chief Medical Examiner

    Set the documentation standards and workflows for the Unified Victim Identification System (UVIS), shared across partner agencies. Maintained its REST API documentation and extended automated validation, raising third-party agency integration throughput by 25%.

  6. Nov 2017 – Jul 2018

    Regulatory Analyst (Contract)

    Verizon

    Turned FAA, NEPA, and state and local regulatory requirements into SOPs and guides for a $1.2B property portfolio across 28 states. The compliant SOPs cleared a 2,700+ case backlog in two quarters. Rebuilt landlord onboarding documentation, cutting onboarding from 21 days to 72 hours.

Education: Temple University, BA in Communications (Broadcast, Telecommunications and Mass Media) and BA in Criminal Justice.

Skills and tools

Knowledge management

Knowledge architecture, taxonomy and metadata, content migration and consolidation, source-of-truth mapping, content lifecycle management, SOPs

Documentation governance

Regulatory and compliance documentation, review and approval workflows, ownership models, style guides and content standards, version control, quality assurance

Writing for products and AI agents

Help centers, user guides, API documentation, in-app guidance, AI agent instructions and test sets, SME validation

Tools

DITA/XML, Markdown, GitHub, Jira, Notion, Figma, Miro, Postman, REST APIs, Jenkins, Claude Code, SmartSuite

Hiring for a contract role?

I take project and embedded engagements in documentation, knowledge management and AI agent content.

Running an AI support agent?

Take the 2-minute status test and get a written fix for every reply your agent would get wrong. No call or system access needed.

Take the free 2-minute test