Portfolio
The following projects represent selected work from my career in program management, content strategy, AI development, and communications. Due to the internal nature of my work at Amazon, direct links are not available for professional projects. Each case study describes the challenge, my approach, and the measurable outcome.
Program Management & AI Development
ICON Data Assistant
Role: Content Program Manager, Intelligent Cloud Hosting (ICON), Amazon
Year: 2023 – 2026
Challenge: Operations management within ICON lacked a fast, accessible way to query business intelligence data. Retrieving insights required navigating complex BI systems, creating delays and friction for time-sensitive operational decisions.
Approach: I designed, built, and soft-launched an LLM-powered AI agent — the ICON Data Assistant — that enabled natural language queries across operational BI data. I managed the full program lifecycle from concept through deployment, including stakeholder alignment, success metric definition, quarterly adoption reviews, and a presentation at Amazon’s 2026 internal Hackathon showcasing the tool’s scalability across the organization.
Outcome: The ICON Data Assistant delivered data insights and generated reports in under 2 minutes for operations management as of March 2026. I also developed AI-driven tooling proposals targeting an 80% reduction in PMO document creation time and built a scalable LLM-guided experience for an internal communication standards initiative, establishing a replicable model for AI-assisted employee workflows.
Skills demonstrated: LLM development, AI agent design, program management, stakeholder alignment, data accessibility, BI tooling
it.amazon.com Site Ownership
Role: Project Manager, IT Support Site, Amazon
Year: 2022 – 2023
Challenge: Amazon’s global internal IT support site served approximately 350,000 monthly readers but lacked a structured intake model, consistent editorial standards, and a data-driven approach to content performance. Site efficacy metrics were also being incorrectly reported due to dashboard errors.
Approach: As sole program owner, I defined goals, built and managed a single-operator intake model, and established editorial standards across the full content library. I conducted weekly data deep-dives to surface metric errors, wrote narratives for each issue, and drove dev team alignment to correct the reporting. I led two full CMS migrations and a UX-informed article consolidation based on traffic and efficacy data.
Outcome: Resolved 335+ content requests in 7 months at a greater than 100% resolution rate. Consolidated 32 articles into 5, yielding +18% article efficacy and +350 bps site efficacy with no change in traffic. Completed 676-article CMS migration 2 weeks ahead of schedule and built a migration tool saving ~800% time vs. manual import. Identified and corrected dashboard errors that added +450 bps to reported site efficacy. Localized the site to 4 additional languages by resolving a CMS blocker across 282 articles in 3 weeks.
Skills demonstrated: Program ownership, content strategy, data analysis, CMS migration, UX research, site efficacy optimization
Enterprise Communications
Data-Retention Notice Campaign
Role: Communications Program Manager, Amazon
Year: 2021
Challenge: Amazon needed to deliver a legally sensitive data-retention notice to 1.2 million employees across two internal platforms simultaneously. The communication required precise targeting, strict legal review, and alignment across multiple cross-functional groups — making it the most complex targeted communication the team had ever managed.
Approach: I personally authored every version of the communication from initial draft through final delivery, managing 40 drafts across a review process involving 32 approvers and 5 cross-functional groups. I coordinated delivery across Chime and Slack, managed stakeholder expectations throughout, and maintained message clarity and tone through a lengthy and complex approval process.
Outcome: Successfully delivered to 1.2 million employees across both platforms, achieving a 91% helpfulness rating from recipients — the highest on record for a communication of this scale and sensitivity.
Skills demonstrated: Enterprise communications, stakeholder management, multi-platform delivery, cross-functional coordination, writing and editing
Office 2016 to 2019 Upgrade Campaign
Role: Communications Program Manager, Amazon
Year: 2021
Challenge: Amazon needed to upgrade 330,000 employees across 500,000 devices from Office 2016 to Office 2019. Previous upgrade campaigns had relied on traditional email communications with limited results. Stakeholders were skeptical of an in-experience (desktop pop-up) approach and pushed back on the strategy.
Approach: I designed and defended an in-experience campaign strategy, making the case to stakeholders that meeting employees in the moment of use would outperform traditional email. I wrote all campaign messaging, managed delivery logistics, and monitored adoption metrics throughout the campaign lifecycle.
Outcome: 97.96% of the audience upgraded within 60 days, reaching 99.89% compliance by close. The engineering overflow team that had been staged to handle support contacts was stood down entirely. The campaign is one of the highest-compliance technology upgrade initiatives in the team’s history.
Skills demonstrated: Campaign strategy, stakeholder influence, change communications, adoption measurement, technical communications
Content Development & Training
Virtual New Hire Onboarding Experience
Role: Technical Writer / Program Manager, Amazon
Year: 2020 – 2021
Challenge: Amazon’s rapid shift to remote work in 2020 created an urgent need for a scalable virtual onboarding experience for new IT support employees globally. Existing onboarding content was not structured for self-directed, remote use.
Approach: I built a 42-article virtual onboarding experience from the ground up, structuring content for self-directed navigation across multiple role types and regions. I also produced accompanying video tutorials using Adobe Creative Cloud and established a feedback measurement process to track content efficacy over time.
Outcome: The experience supported 57,750 FTEs, 7,400 contractors, and 10,187 interns globally. A subsequent content efficacy improvement project yielded a +16.44% improvement in customer feedback scores. Video tutorial content across the broader it.amazon.com library accumulated 1.5 million+ views with a 55% average audience engagement rate.
Skills demonstrated: Content development, instructional design, video production, Adobe Creative Cloud, global content delivery, UX writing
Independent Projects
The Fire and the Forge
Author: M.R. Wells
Published: April 30, 2018
Genre: Adventure Fiction / Fantasy
Format: Kindle and Paperback (425 pages)
Rating: 5.0 stars on Amazon
About the book: In a world of scientifically examined magic, runeboards advertising the latest children’s toys, and institutionalized adventuring groups, Maeser just wants to look out for number one. He has built himself a comfortable life pretending to be the hero of every great story he comes across — for the enjoyment of whatever gullible folk he meets along the way. Why slay the monster when you can steal the story?
When Maeser meets Brave Glenn — First Bravo, living legend, and ultimate buzzkill — he encounters someone who sees through him completely. Confronted and on the run, Maeser goes from professional liar to man living his lies, navigating dangers he has only ever claimed to have conquered.
For fans of The Kingkiller Chronicle, Off to Be the Wizard, and The Dresden Files.
What this demonstrates: Long-form narrative writing, world-building, character development, independent creative project management from concept through publication, and the ability to sustain a distinctive voice across a full-length work. The Fire and the Forge represents the creative range behind my professional writing practice.