Senior Technical Writer & Knowledge Lead

With over nine years of experience as a Senior Technical Writer and Knowledge Lead, I have shipped high-stakes documentation and knowledge architectures for Google, JPMorgan Chase, the Boeing 777-X program, and Collins Aerospace. My focus goes beyond writing; I design comprehensive content strategies that directly drive down resolution times, eliminate support backlogs, and empower users at the exact moment of need.

Strategic Leadership & Knowledge Architecture

I specialize in transforming unstructured data and complex SME insights into highly searchable, scalable knowledge bases. My leadership experience spans cross-functional, global initiatives:

• Knowledge Base Architecture (Google Cloud): Directed knowledge management for the Google Cloud Partner Support Desk, coordinating across five distinct business verticals. By establishing the Knowledge Base from scratch using HTML and CSS, and partnering with client managers on KM strategy, I successfully reduced article search time by 80%.
• Global Support Operations: For a global support desk launch spanning North America, LATAM, Asia, and Europe, I authored and managed the lifecycle of 300+ Standard Operating Procedures (SOPs) and reviewed 1,300+ email templates in record time—earning direct customer commendations.
• Team & Project Leadership (Google People Ops): Led a five-person team to build dynamic business insight dashboards used by Google's global hiring team for vendor performance management. As a First Line Manager, I owned the end-to-end project lifecycle—from client requirements gathering and compliance checklists to directing Weekly and Monthly Business Reviews (WBRs/MBRs) for executive leadership.

Quantifiable Business Impact

Great documentation is a business asset. By aligning content architecture with operational workflows, my initiatives have delivered measurable results:

• Eliminated Ticket Backlogs: Resolved 100% of pending tickets caused by documentation gaps and SME overlap within the first quarter of launching the Google Cloud KB.
• Slashed Resolution Times: Reduced client onboarding and billing support query resolution times by 50% by establishing clear L1/L2 role demarcations and precise ticket routing guidelines.
• Deflected Support Volume: Strategically deployed FAQs and troubleshooting guides that empowered users to self-serve easy issues, significantly dropping overall ticket volumes.

The Technical Craft

Whether I am setting up structured authoring environments or working seamlessly within the development lifecycle, I adapt to the ideal toolchain for the product's scale:

• Comprehensive Deliverables: Expertise in authoring API reference articles, release notes, installation guides, and troubleshooting manuals.
• Structured Authoring & CMS: Utilizing DITA XML and Adobe Experience Manager for environments requiring rigorous audit trails, localization, and heavy content reuse.
• Docs-as-Code: Working natively in Markdown and Git to ensure documentation lives alongside the code.
• AI-Assisted Scaling: Leveraging LLMs for content audits, editing, and drafting to scale output without compromising the craft.

Ultimately, whether I am mapping out process flowcharts for global hiring teams or writing in-product guidance for banking platforms, my philosophy remains constant: build scalable systems and write content that deeply respects the reader's time.