Laura L. Martin
Corporate & Technical Resume
Email: techbyLLM@gmail.com
Website: TechbyLLM.com
LinkedIn: Linkedin.com/in/LauraMartin1
30+ years of experience strategizing and delivering corporate solutions in a variety of disciplines.
Extensive experience in the fintech sector, in roles including knowledge management, process analysis and improvement (business and software processes), business analysis and requirements gathering, content management systems (Confluence, SharePoint, others), documentation/technical writing, product/project management, training, and customer support. Additional experience in business development, business continuity, marketing, and commercial advertising production.
Proven results in process improvements, revenue growth, cost saving initiatives, and improving the client experience at all levels.
Current and former positions include:
Knowledge Manager (LPL Financial)
Vice President in Technology (Merrill Lynch)
Product Manager (Merrill Lynch)
Business Analyst (Merrill Lynch)
Documentation Manager (Bankers Trust)
Technical Writer (numerous companies)
President/Owner of LMA Business Solutions and Tech by LLM
Remote (company hubs in NC, CA, TX, other) Sep 2021-present
Developed big picture strategy for knowledge management across all technology groups.
Launched Knowledge Mapping initiative to use Confluence as a crowd-sourced intranet. Working to establish informational homepages/storefronts for all groups. Working to increase content visibility across the enterprise, and reduce siloed, duplicated, and out-of-sync content. Results: Increasing content visibility across the enterprise. Reducing siloed, duplicated, and out-of-sync content.
Developing multi-path navigation to destination content. Leveraging multiple automations for link collection, cross-linking, embeds, data aggregation, reporting, content labeling (metadata tagging), and more.
Assisting with building knowledge bases for various groups across the enterprise to house group-specific information.
Developed and wrote all content for a large knowledge base with tips and guides for using Confluence and other content tools, as well as best practices for content management applicable to all unstructured content repositories and communications channels.
Working with developers, system architects, technology business leads, and product managers.
Lobbied for adoption of AI solutions for knowledge capture and content management.
Providing coaching/training to all users on KM best practices, and how to implement those best practices in various repository tools (Confluence, Box, SharePoint, etc.).
Process Improvement
Performing process analysis as needed/observed. Contributing to improving processes and procedures, through step-streamlining and automation, for cost savings and incident prevention.
Developing enhanced documentation for existing processes/procedures, to provide guidance and clarify steps. Results: Faster and more accurate process execution.
Remote Jan-Aug 2021
Freelance work in documentation, portfolio web design, content creation, and marketing/social media consulting for individuals and small businesses.
Remote (company based in NYC) Sep 2020-Jan 2021
Short-term contract position performing documentation conversion, migration and redesign.
Worked with Chief Architect to gather information on the company's software product offering, in order to convert existing documentation into an online format, and to determine the scope of product information not yet documented.
Worked to develop taxonomy for content. Developed standards for documentation style, delivery and voicing. Organized and edited content as needed.
Developed navigation structure for wiki. Created new pages and links as needed in the wiki.
Migrated/converted content from existing Word documentation, Trello cards, screenshots, and other materials to browser-based wiki format (MediaWiki).
The version of MediaWiki provided for this project did not include the GUI editor plug-in, so the formatting for each page in the wiki was hand-coded by me, using MediaWiki syntax and HTML.
Mobile, AL Oct 2011-Sep 2020
Managed internal and client documentation project deliverables, with teams of varying disciplines - mechanical, electrical, operations, IT and others. (Tormod: Commissioning & Startup Group)
Analyzed and gave reports of pros/cons on various document management systems and supplemental apps/tools. (Hargrove: Procedure Writing Group)
Designed, built and maintained SharePoint sites and pages for team collaboration, document storage, document life cycle management, metadata management, and informational/educational purposes. Developed taxonomies/hierarchies for content organization. (Tormod: Commissioning & Startup Group)
Built new online employee handbook and document library/knowledge center in SharePoint. (Tormod: Commissioning & Startup Group)
Developed/wrote/compiled procedures for the maintenance of equipment used in power plants throughout the Southeast. Equipment included pumps, fans, motors, conveyors, instrumentation, etc. (Hargrove and Tormod)
Helped to develop writing, content and formatting standards. (Hargrove and Tormod)
Dauphin Island, AL 2009-2011
Nonprofit Organization
Co-writer for grant applications and proposals to seek funding for shoreline restoration and environmental protection for the island and surrounding wetlands.
Designed and managed website and social media presence.
Designed presentations, and co-presented proposals to Alabama state legislators.
Attended hearings on proposed legislation as a representative of the organization.
New York and New Jersey Multiple projects of varying lengths, 1989-2008
VP in the Enterprise Content Management group, a technology division supporting Global Wealth Management/Global Private Client.
Functional role: Client Relationship Manager and CMS Project Manager.
Developed SharePoint site for group data.
Conducted business analysis and requirements gathering for internal clients.
Managed migration of a DocuShare repository to Documentum.
Marketed solutions to potential internal users.
Trained new users.
PM for a firm-wide CMS offering, built on Open Text/Livelink. In-house name: Knowledge Exchange (also known as “KX”).
Conducted requirements gathering and business analysis. Recommended and oversaw implementation of product enhancements.
Supported 10,000 users.
Developed new process models.
Managed cross-organizational staff, including developers, project managers, and support personnel.
Marketed product offering to departments firm-wide.
Developed training programs, conducted bi-weekly training sessions for users.
Designed and developed support website.
BA on the B2B Services team
Assisted in solutions strategy, requirements-gathering, documentation, and development of business and marketing plans.
Short term position with the Cash Equity Trading Systems group.
Created a procedures playbook for business continuity, as well as diagnostics and recovery during trading systems outages. Position was booked and billed through my company, LMA Business Solutions. I also managed three consultants hired through my company for other documentation projects for the Cash Equity group.
Designed web-based workflows, surveys and forms to automate manual processes previously accomplished via phone, fax and email. (KX system)
Slashed problem ticket queue by over 90%, by creating online knowledge center/support website, and designing and implementing new support procedures. (KX system)
Implemented reorg-proof process model for support team to eliminate downtime and delayed response during personnel turnovers, and to eliminate inaccurate and non-standard responses to user queries. (KX system)
For details on this work, see Slashing the Support Ticket Queue.
Doubled department revenue by increasing document management service subscribership by 100%+ (100-150 new users per month vs. 50 historically) via improved support and sustained marketing efforts. (KX system)
For a software upgrade initiative, designed prototype of a new web interface for the system. Prototype improved workflow and cut in half the number of clicks required to execute steps from the custom front-end previously designed. (B2B Services internal product)
Led a consolidation initiative to streamline content repositories for savings on licensing costs, support and server hosting, with each decommissioned system to result in savings for the firm of $25,000 to $1 million annually. (Global Assets group)
Cut support costs in half by implementing self-service support model for users through new intranet help website. Site received 15,000 hits in the first 90 days. Within six months, site began averaging 20,000 hits per month. (KX system)
Created a procedures playbook for business continuity, as well as diagnostics and recovery during trading systems outages, which helped save millions of dollars in lost trade transactions. (Cash Equity Trading Systems group)
Designed intranet marketing/informational websites to educate internal clients on in-house technology service offerings. Wrote all content, conceived and designed layouts, published and maintained sites. (Global Assets group)
Engaged new internal clients, presented solutions and product options in meetings, conducted training demos of tools, provided customer support. (all groups)
Created new security policies for support personnel to reduce corporate liability. (KX system)
Designed Microsoft SharePoint team sites and document repositories. (Enterprise Content Management group)
Developed taxonomies, content types, etc. (all groups)
Converted unstructured documents into structured, indexed SharePoint lists with metadata. (all groups)
Took the lead in encouraging team members to use online collaboration and best practices for content management. (all groups)
New York and New Jersey Multiple projects of varying lengths, 1996-2002
President/Owner of this small consulting firm. Hired for consulting roles including Supervising Manager, Project Manager, Business Strategist/Analyst, Marketing Consultant, Knowledge Manager/Technical Writer and Software Trainer. Trained, placed and managed technical writing consultants and office assistants at client firms. Clients included Fortune 500 companies and small businesses, in the market sectors of finance, data management, data security, communications and more.
Clients of LMA
Financial / FinTech
Merrill Lynch
Deutsche Bank
Nomura Securities
Bankers Trust
Chase Manhattan Bank
RiskAnalytics
Financial Information Systems (FIS)
Software
Transindigo
Astratek
Level 8 Systems
Magna Software
Dynamo Development
Legiance Group
Micro Modeling Associates
Data Constructs Corporation
Data Security
CertCo (products for Public Key Infrastructure)
Communications/Media
MJI Broadcasting
New York, NY Sep 1989 - Jul 2001
Documentation Manager, Technical Writer
Consulting/contract positions. Worked on a number of projects ranging from 6 months to several years in duration, over the course of the dates listed above. (From 1997-2001, was hired directly through my own company, LMA Business Solutions.) Designed and wrote user guides for the following departments:
R&D
Financial Analysis Products Development
Cash Equity Trading Systems
Management:
In the Cash Equity Trading Systems group, managed three consultants hired through my company (LMA) for documentation projects.
New York, NY Sep 2000 - Dec 2000
Technical Writer, Video Production
Short-term contract position through my company (LMA Business Solutions) for this software development firm.
Developed training area of intranet website.
Documented product interface and basic system logic. All documentation in HTML with JavaScript glossary term popups and other features.
Videotaped product design and engineering presentations given by developers, created MPEGS of these videos, and published to intranet site for documentation purposes and to facilitate training of new hires.
New York, NY Jun 2000 - Aug 2000
Technical Writer
Short-term contract position. Consultant through my company (LMA Business Solutions) in the Wholesale Architecture software development group. Developed “knowledge modules” (self-contained, transportable HTML documentation – one module for each product), used by the Enterprise Infrastructure Group in the Wholesale Bank.
New York, NY Nov 1996 - Apr 1997
Technical Writer
Consultant through my company (LMA Business Solutions) for this financial security software development firm.
Designed user manuals for an electronic certifying authority product, and a micropayment system product.
Wrote all six manuals (for six different components of the system, used by six different groups of users) for first version of the certifying authority product.
Wrote end-user manual for micropayment system product.
Management:
Managed three consultants hired through my own company (LMA) for documentation and administrative projects.
New York, NY Feb 1993 - Mar 1997
Documentation Manager, Technical Writer
Consulting position. Worked on a number of projects, ranging from 6 months to several years in duration, over the course of the dates listed above.
Designed and wrote user guides for the following departments:
Mutual Funds Product Development
Trading Floor Systems
Credit Portfolio Management
Market Risk Management
Financial Services Technology
Global Assets
Retirement Systems
Management:
For the Global Assets group, managed three consultants hired through my company (LMA) for documentation projects. For the Retirement Systems group, managed two consultants hired through my company (LMA) for documentation and QA projects.
Note: Dates overlap with work performed at Bankers Trust subsidiaries Certco and Astratek, since I was managing or working on projects with all three companies over the dates listed above.
New York, NY Feb 1993 - Mar 1997
Technical Writer, Trainer, Marketing, Video Production
Consultant for this small software design startup.
Designed and wrote user guides for a network sniffer/debugger/diagnostic application (versions for Sybase and Microsoft SQL Server).
Designed and wrote user guide for a software protection tool for encrypting EXEs, DLLs and other application files.
Designed & conducted training program for salespeople to learn about the company's products - how they functioned, how to speak about them.
Developed sales presentations and marketing video for trade show in San Diego. Participated in trade show as booth salesperson and presenter.
Highlight: Cost Savings
Reduced marketing expenses by $100,000 by designing, directing and producing a promotional video for a trade show at a fraction of the cost that client had previously paid to another advertising firm for an unsatisfactory result.
New York, NY Mar 1991 - Feb 1993
Technical Writer
Employee for this software development company.
Wrote user guides for Windows and Macintosh versions of a file transfer application, a product based on the LU 6.2 file transfer protocol.
Designed and wrote user guide for OS/2-based electronic software distribution application.
Wrote portions of and helped design screen layout for context-sensitive online help with hypertext software distribution product.
Proofed and edited user manuals for other platforms (mainframes, mid-range systems).
Tested file transfers between DOS and MVS versions of product.
Created data files for transfer, ran test scripts.
Conducted design analysis for intuitiveness and flow of all GUI applications.
New York, NY Mar 1990 - Mar 1991
Technical Writer
Provided part-time technical writing services periodically to this boutique software design firm (financial modeling software) during the dates listed above. Side project while working on other projects at Merrill Lynch as a consultant during this time period. Edited and wrote portions of user guide for a spreadsheet/macro/circular reference conversion application, which allowed for automatic, error-free conversions from Lotus 1-2-3 to Microsoft Excel for Windows.
OTHER EXPERIENCE
Click here for complete lists of experience grouped by skill set.
Editor of six published books.
Author/Editor of numerous proposals, manuals, requirements documents, etc.
Microsoft: Office, Project, SharePoint
Content Management Products: SharePoint, Livelink, DocuShare, Documentum
Click here for a complete list of software applications experience.
Business Courses
AI
Harvard Business School Online
Certificate in AI Essentials for Business (2025)
BrightTalk
Rewrite the Rules - GenAI and the Future of Content Strategy (2025)
Agile Basics
1:1 Coaching (2023)
Project Management
Franklin Covey Method (2020)
University Degrees
California State University-Dominguez Hills
Master of Arts (M.A.), Interdisciplinary Humanities
Academic: Observing and analyzing the interconnectedness of all things discovered by or created by humans - science, social structures, the arts - and how each of these disciplines influences the others.
Business Application: Big Picture thinking, grown organically from awareness of all inputs and influences, some of which may not seem connected at the macro level, but nevertheless have an upstream, downstream, or sidestream impact on output.
New York University
Professional Diploma, Film Production and Directing
Business Application: Storytelling, sales, marketing for all industries. See film/video resume for commercial video production and advertising experience.
Florida State University
Bachelor of Music (B.M.), Music Composition
Minor Studies in English Creative Writing and Astronomy
Academic: The study of music composition teaches how to build a cohesive underlying structure for multiple elements and voices, to be performed by instruments of wildly-different architecture, which must work together to create a harmonic whole.
Business Application: Running a project, or building a business process or workflow, where an architectural framework must support and engage with differing structural elements (teams and/or software systems), all of which must work together and are vital to the success of the effort.