Lead Technical Content Developer

Cash App/Square/Afterpay                                                                 

April 2022 to present

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I lead the Documentation function within the Merchant Services organization supporting a team of Partner Engineers, Account Managers, Engagement Managers, Developers, and Product Managers. I manage 3 developer docs sites Afterpay, Clearpay, and Cash App Pay and also an internal knowledge base hosted on Guru. I manage a documentation team of two Technical Writers supported by one developer and one project manager. I manage the roadmap for the docs team, manage the backlog, work with Product Managers to gather requirements, work with developers and SME’s to write content, update API docs, and create changelogs.

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Responsibilities

• Project Managed the Migration of the Developer Portal content (400+ articles total) from the Readme platform to Stoplight platform for 3 different doc sets.

• Process improvements to streamline the content updates in GitHub with our developers.

• Monthly backlog grooming and ticket assignment to the writing team.

• Created Information Architecture for two new Developer Portals hosted on the Stoplight platform.

• Led the Content Design project for the Sandbox App end-to-end.  

• Coaching Technical Writers in my team and sister teams and troubleshooting technical and content-related issues.

• Reviewed vendors for new dev portal needs and successfully campaigned with management to onboard the new vendor.

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Senior Product Content Manager

AWS FinTech Product - Amazon Web Services

September 2021  to April 2022  

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I play an integral role in program managing AWS FinTech documentation and communications. I support the AWS Finance community that relies on our products to be more efficient and effective and play a vital role in providing thought leadership to the broader ecosystem. I interact effectively with Product Managers - Technical, Technical Program Managers, and User Experience Researchers and Designers. I anticipate customer needs, explore innovative solutions to complex issues, and deliver high-quality technical documentation. I managed a team of two writers. I was also a “Doc Bar Raiser” providing writing training within Amazon/AWS to Developers, Project, and Product Managers.

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Responsibilities

• Drive the development of product documentation for the AWS FinTech organization through advanced product knowledge, interviews and co-working with AWS Finance teams.

• Handle complex escalations that might span multiple teams.

• Write and edit product UI content by collaborating with UX Designers and Researchers.

• Being a content Program Manager and managing the documentation lifecycle of FinTech product documentation.

• Adhere to and enforce AWS style guidelines within the AWS Fintech team, to create standardized product documentation.

• Experience creating documentation libraries and maintaining content repositories.

• Working in Markdown and HTML to publish documentation to documentation websites.

• Knowledge of Content Management systems and their troubleshooting.

• Being a documentation “Bar Raiser” for the AWS Fintech team.

• Coaching non-writers in AWS FinTech to write better content.

• Experience creating User guides, API docs, UI content, Product Case Studies and Whitepapers, Product Specifications docs, Release Notes, and Developer Guides.  

 

Senior Product Technical Writer

Amazon Tax Product - Amazon

Oct 2019 to September 2021   

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I am the only technical writer in a team of 200. I created product content strategy for our product, implemented and tested the product content based on the strategy, and constantly iterated on it to improve the customer's experience. I was instrumental in starting the UX Writing function at Amazon Taskless. I managed a team of two writers. I was also a “Doc Bar Raiser” providing writing training within Amazon/AWS to Developers, Project, and Product Managers.

 

Responsibilities

• Product writing for a niche tax product by making the FinTech product simple to understand.

• Creating user experience content and being a content SME for the UX design team.

• Creating and implementing product content strategy for the team.

• Writing and editing email templates and FAQs for Amazon vendors who use our product.

• Content program management and managing content assets and deliverables.

• Created a new web-based content library application which has both Editor and Reader personas.

• DocBar raiser for Amazon. I provide suggestions to Amazonians who reach out for doc reviews. This is outside of my work in the team.

• Experience creating User guides, API docs, UI content, Product Case Studies and Whitepapers, Product Specifications docs, Release Notes, and Developer Guides.

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Technical Writer 2

AI Hub – Google, Seattle, WA

March 2019 to Oct 2019                                          

As a Google Cloud Dev/Rel Technical Writer, I create developer documentation that focuses on on AI and Machine Learning on the Cloud. The documentation is published on AI Hub (https://aihub.cloud.google.com). 

 

Responsibilities 

• Cleaning up the AI Hub documentation in time for Google Cloud Next ‘19.

• Researching, writing and organizing technical documentation for internal and external developer audiences. 

• Project managing and prioritizing the team's documentation needs.  

• Working with developer SMEs and coaching them to provide relevant information to make the documents user-friendly and follow Google branding guidelines. 

• Working in a development environment with tight deadlines and changing priorities. 

• Accurately reporting on the documentation projects to the PM and leads.

• Working with UX researchers to make the content more user-friendly.

• Managing assets in the GitHub and GitLab repositories.

 

Content Developer

Bing Ads, Microsoft, Redmond, WA.

June 2018 - February 2019

• Publishing policy, Job Aids, SOP, Business process, SQL query and Release Resources for TSEs

• Researching, developing, writing, editing, and publishing new articles using Microsoft Style Guide

• Working with the Content lead, SMEs and TSEs to validate the accuracy of content

• Using search principles to make content easily searchable and linking it to existing articles

• Optimizing the content by suggesting improvements to document organization and templates

• Publishing articles in Portico - a web-based Content Management System (CMS)

• Accurate weekly reporting of the articles in the CMS

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Key Skills: content writing, technical writing, SEM/SEO, policy writing

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Freelance Content Writer

Self Employed

June 2016 - June 2018

I was a self-employed content writer. I worked from home on upwork.com finding projects that interest me while I took care of my child.

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Marketing Technical Writer

Astronics Ballard Technology, Everett, WA.

June 2015 - June 2016

• Creating documentation project plans by following company guidelines and processes

• Creation of flowcharts, images, presentations, charts, datasheets and technical specifications

• SME interviewing for high-quality technical data gathering

• Marketing collateral creation - website UI/UX content, brochures, techno-sales material

• Increased new user guides in the system at the rate of 25%

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Key Skills: content writing, technical writing, collaboration, time-management

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Business Impact: 

• Increased new user guides in the system at the rate of one per quarter

• Improved the quality of the documentation by effective editing

• High quality documentation lead to increased usage by clients

 

Technical Content Writer 

Activity Hero, San Francisco, CA. 

June 2014 - June 2015

• Created sales scripts, user documentation, and website UI content

• Documenting account setup and troubleshooting

• Creating Client communication and support materials

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Key Skills: content marketing, account management, customer focus 

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Business Impact: 

• Received client accolades for going “above and beyond”

• Improved the quality of the documents by effective editing

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Content Marketing -Hardware Group

IBM, Bangalore

October  2011 - July 2013

• Increased the usage of evidences by spearheading a newsletter—it was replicated by three other brands Tivoli, WebSphere, and Rational

• World-wide program manager and final sign-off authority for Hardware Group evidences

• Project managed an inter-division collaboration project for the VP of Marketing

• Evidence promotion—blogs, communities, wikis, newsletters, and social media

• Metrics creation, analysis and submission

• Accountable for all content marketing initiatives to drive traffic, engagement, leads, that deliver sales and customer retention.

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Key Skills: content marketing, program management, collaboration, customer focus, social media

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Business Impact: 

• Increased the customer evidences in the system by 20% every year 

• Improved the quality of the evidences by effective keyword assignment

• Effective promotion of evidences leading to increased awareness, adoption and, usage

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Technical Writer

CenturyLink, Bangalore

May 2010 - September 2011

• Created, edited and updated technical-content like user-guides, presentations, project-proposals

• Managed the SharePoint repository for multiple projects

• Created website content and internal communications    

 

Key Skills:

Technical writing, collaboration, content marketing, SME interviews

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Marketing Technical Writer

Trident Infosol, Bangalore

October 2009 - April 2010

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Technical Writer

Classic Search, Bangalore

February 2006 - September 2009

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Teaching Assistant, Electrical Engineering

St. Joseph Engineering College, Mangalore

​August 2004 - June 2006