GOVERNANCE & EDITORIAL OPS

ContentOps framework design Lifecycle & versioning standards Source-of-truth enforcement Change control & audit logs Style guide & content design systems Ticket deflection strategy SME + legal/compliance review Editorial governance & review cadence Multi-channel content planning

PRODUCT CONTENT & DX

LLM documentation AI model transparency writing Human-in-the-loop documentation Developer experience (DX) writing In-product microcopy & UI strings Error message architecture Design system documentation Feature adoption content Release notes & changelog ops

KNOWLEDGE ARCHITECTURE & AI RETRIEVAL

RAG knowledge architecture Semantic search optimization Taxonomy & content modeling Faceted navigation & tagging AI-assisted retrieval patterns Knowledge base optimization Operational playbook systems Chatbot knowledge training Self-service content architecture

QUALITY & RELEASE OPS

QA/UAT documentation cycles CI/CD documentation gates Docs-as-code workflows Acceptance criteria & auditing Defect triage & feedback loops Developer guides & SDK refs API reference documentation Release readiness checklists Scalable content systems

GLOBAL DELIVERY & LOCALIZATION

DITA/XML structured authoring Parallel publishing frameworks Multi-market content architecture Component-driven docs Localization QA gates Single-source content models L10N handoff protocol Regional compliance review Translation vendor coordination

Allana Jackson — Resume

Professional Summary

Knowledge Management professional with 8+ years of experience consolidating fragmented enterprise knowledge, authoring structured documentation, and implementing governance processes that keep content accurate, findable, and maintainable. Experienced building source-of-truth systems, applying taxonomy and metadata standards, partnering with SMEs to validate content, and establishing repeatable workflows for content review, approval, and lifecycle management.

Professional Experience

Founder

A. Jackson | May 2025 – Present

Design knowledge and evidence systems that consolidate fragmented information into structured, governed sources of truth that teams can maintain and reuse.
Build repeatable governance frameworks covering content ownership, review requirements, lifecycle management, metadata, and maintenance, plus reusable templates, field guides, and documentation standards.

Knowledge Systems Architect (Contract)

DoorDash | Aug 2024 – Apr 2025

Consolidated 25+ fragmented repositories into one governed knowledge system, establishing a clearer source of truth and delivering $180K+ in annual savings while reclaiming 20+ engineering hours per week.
Restructured the knowledge architecture, taxonomy, and retrieval experience for AI-assisted search, reducing incident research time from 12 minutes to 3 minutes (82%).

Senior Technical Writer

Domino's | May 2023 – Sep 2024

Designed a digital adoption knowledge ecosystem for a new POS platform deployed across 6,000+ franchise locations; achieved 99% adoption, zero rollback incidents, and an 89% reduction in support tickets.
Maintained 98% documentation accuracy across 15 fast-moving releases; mentored 2 technical writers on editorial workflows and publication standards.

Technical Writer II & Knowledge Architect

Google | Nov 2020 – Mar 2023

Architected knowledge structures, migration guidance, and localization workflows for the Search Ads 360 modernization, supporting 3M+ advertisers across 51 markets.
Partnered with Engineering, Product, Legal, and Sales to translate complex product information into clear, user-facing documentation, reducing negative user feedback by 25%.

Principal Technical Writer

NYC Office of the Chief Medical Examiner | Aug 2018 – Nov 2020

Architected documentation standards, technical workflows, and compliance-ready knowledge assets for the Unified Victim Identification System (UVIS).
Maintained REST API, authentication, and parameter documentation while extending automated validation workflows, increasing third-party agency integration throughput by 25%.

Regulatory Analyst (Contract)

Verizon | Nov 2017 – Jul 2018

Authored tutorials, guides, SOPs, and educational content covering FAA, NEPA, and state/local regulatory requirements for a $1.2B property portfolio across 28 states.
Rebuilt landlord onboarding documentation into modular content serving multiple audiences, reducing onboarding time by 86% (21 days → 72 hours).

Education

Temple University — B.A., Communications (Broadcast, Telecommunications, & Mass Media)

Core Competencies

Documentation Engineering, Knowledge Operations, Content Governance, Docs-as-Code, API Documentation, SDK Documentation, CI/CD Pipeline Documentation, Information Architecture, Content Strategy, Knowledge Architecture, Developer Experience (DX) Writing, LLM Documentation, AI-Augmented Workflows, Localization, UX Writing

Allana Jackson is a knowledge management professional working across evidence architecture and documentation governance, with 8+ years of experience at Google, DoorDash, Domino's, NYC OCME, and Verizon. She consolidates fragmented enterprise knowledge into governed sources of truth, applies taxonomy and metadata standards, partners with SMEs to validate content, and builds repeatable review, approval, and lifecycle workflows. Selected impact: 25+ repositories consolidated into one governed knowledge system and 82% faster incident retrieval (DoorDash), $180K+ annual savings, 89% fewer support tickets and 99% adoption across 6,000+ locations (Domino's), 3M+ advertisers across 51 markets supported through the Search Ads 360 modernization (Google). Core competencies: knowledge architecture, taxonomy, metadata, content lifecycle management, documentation governance, technical writing, structured authoring (DITA/XML), REST API documentation, AI-ready content.

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