Cut IT support tickets by 70% and eliminated 404 errors from uploads
Streamlined Guckenheimer’s internal catering site for chef usability
Web Content Manager | 2012 – 2015
Context & Challenge
The Problem: Guckenheimer’s internal website allowed chefs to upload menus for their cafés, but the process was convoluted. Misnamed files caused 404 errors, site crashes, and frequent IT escalations, creating frustration and wasted resources.
My Role
Leadership: As Web Content Manager, I authored a visual, step-by-step user guide tailored for non-technical chef users. I collaborated with IT and internal communications to document workflows, enforce taxonomy standards, and empower chefs to manage uploads independently.
Approach
- Simplified upload workflows → reduced user confusion
- Applied taxonomy standards → prevented 404 errors
- Created guides → tailored to non-technical staff
- Partnered with IT → reclaimed hours for backend work
Impact
- 📉 70% fewer IT tickets
- ⚡ Zero 404 errors
- 👩🍳 Chef independence and autonomy
Deliverables
Catering User Guide
Step-by-step illustrated guide that simplified the menu upload process, prevented file-naming errors, and enabled chefs to manage updates independently without IT intervention.
Catering Guide (PPT)
Collection of project artifacts, including annotated screenshots and presentation decks, showcasing how streamlined documentation improved chef usability and reduced IT support burden.
Tools
Custom CMS Google Docs Grammarly WebEx Asana
Leadership Contribution
Scaling content for non-technical users isn’t just about instructions. It’s about removing technical barriers, empowering autonomy, and freeing IT resources for strategic projects.