Skip to main content
Adinarayana

Curriculum Vitae

Resume

Chinnam Venkata Adinarayana · Hyderabad, India ·
chinnamadinarayana@gmail.com · +91 91602 60352

Download PDF

Professional summary

Strategic Senior Information Developer and Knowledge Management Lead with 9+ years designing end-to-end user journeys and modular content for enterprise software. Expert in structured authoring (DITA/XML) and docs-as-code (Markdown/Git), with a track record of leading cross-functional projects, leveraging AI for content scalability, and influencing UX through a customer-centric lens. Established global Knowledge Bases from scratch, built robust API documentation (REST, OpenAPI, Swagger), and strategically reduced support ticket volumes and content search time by up to 80%.

Experience

  1. Sep 2022 — Present

    Senior Technical Writer & Knowledge Lead

    Cognizant — JPMC & Google Accounts, Hyderabad

    • Knowledge Lead, Google Cloud Partner Support Desk — directed KM strategy across 5 business verticals and launched a global Knowledge Base from scratch in HTML and CSS with client managers.
    • Transformed unstructured SME interviews and legacy content into structured SOPs, user guides, troubleshooting manuals, release notes, and API reference articles.
    • Drove an 80% reduction in article search time and 100% resolution of pending tickets within the first quarter of KB launch by eliminating documentation gaps and SME overlap.
    • Reduced client onboarding and billing support query resolution times by 50% through clear L1/L2 role demarcations and precise ticket routing.
    • Authored and governed 300+ SOPs and reviewed 1,300+ email templates in record time for a global support desk launch across NA, LATAM, Asia, and Europe.
    • Team Lead, Google People Ops — led a 5-member team on a year-long initiative to close gaps in Google's hiring process through end-to-end content and data solutions.
    • Built project charters and delivered business insight dashboards used by Google's global hiring team for vendor performance management and compliance tracking.
    • Ran Change Management protocols and WBRs/MBRs for executive alignment and goal attainment.
    • Senior Technical Writer, JPMC Banking — created 50+ audit-ready procedures, migrating legacy Word content to XML-based Adobe Experience Manager for reuse.
    • Managed procedure flattening and engineering change requests via Change Management Tools (CMT) for traceable release cycles.
  2. Feb 2022 — Sep 2022

    Senior Technical Writer

    Tech Mahindra — Boeing 777-X Program, Chennai

    • Deciphered intricate engineering design intent to produce structured, user-ready maintenance documentation for the 777-X program.
    • Managed engineering change requests with traceable revision history — 100% accuracy across high-stakes release cycles.
  3. May 2019 — Feb 2022

    Associate Engineer — Technical Publications

    Collins Aerospace, Bangalore

    • Contributed to ACE Lean initiatives by standardizing templates and checklists, significantly increasing documentation throughput.
    • Business unit focal point for scope definition and effort estimation on high-priority global work orders.
  4. Apr 2017 — Apr 2019

    Associate — Technical Publications

    Capgemini Business Services India, Bangalore

    • Revised technical manuals to meet ATA100 and iSpec 2200 style and formatting requirements.
    • Coordinated with technical illustrators to align visuals with copy across publications.

Technical toolkit

Content & knowledge systems

DITA XML, Markdown, SGML, S1000D, structured content models, HTML, CSS, REST API docs, OpenAPI, Swagger

Tools & workflows

Git, GitHub, Oxygen XML Editor, Adobe Experience Manager (AEM), PTC Arbortext, JIRA, Change Management Tools (CMT)

Design & strategy

Information architecture, in-product guidance, SOP and runbook development, user journey mapping, KM strategy, L1/L2 ticket routing

AI, data & methods

AI-driven content creation, LLM-based editing, data-driven audits, Agile, DDLC, Change Management, Lean (ACE), WBRs/MBRs

Education

  • B.E. Aeronautical — Sathyabama University, Chennai
  • M.P.C. — Narayana Jr. College, Vijayawada

Awards & recognition

  • Client Appreciation, Cognizant — drafted 150+ SOPs and audited 1,300+ templates for a global launch.
  • Spot Award, Collins Aerospace — on-time delivery of high-priority publication packages.
  • Rising Star & Xtramile, Capgemini — customer delivery and team collaboration.