Jun 2021 – Feb 2025 · 3 yrs 8 mos

• Drive content strategy across multiple products including SD-WAN and virtualization – resulting in improved customer experience, increased collaboration within internal engineering teams, and reduced support cases from customers ($79M saved in support costs and 789K issues resolved using techcomm content at the group level – Q4FY23).
• As a member of the Content Experience AI adoption tiger team, designing innovative AI solutions for documentation at Cisco - ensuring our content remains at the cutting edge of technology and user experience.
• Engage with executive leadership and a 1000-member engineering team to define, plan, and deliver KRs – providing insight into the product journey and highlighting team achievements.
• Collaborate with customer success teams and product teams to understand the product roadmap – determining direction and priorities for technical content and establishing effective communication channels with customers.
• Actively seek and interpret analytics and inputs from customer-listening forums to extract valuable insights and determine trends that shape the strategy, enhancing product adoption.
• Led rebranding effort for the entire suite of products – guiding product teams on brand compliance and ensuring brand uniformity across all customer interfaces.
• Designing the documentation portal for Cisco as part of a core team – creating mock-ups of various user experience elements including navigation and content architecture.
• Build a diverse, motivated, and high-performing team, ensuring skill matching, open dialog, transparency, and continuous feedback for individual growth.
• Developed industry-standard role definitions and responsibilities through focus group discussions and cross-team.

Sep 2015 – Jun 2021 · 5 yrs 9 mos

• Integrate product documentation from a high-value acquisition with an extensive customer base into the Cisco portfolio – increasing product adoption.
• Actively hire, mentor, and train highly engaged teams, with a focus on skill improvement and talent development.
• Work closely with user experience teams by conducting UI and CLI validation – providing UX improvement recommendations and creating an engaged review process.
• Leverage data analytics to identify customer behavior patterns – resolving customer pain points and mitigating critical issues.
• Implement various quality improvement initiatives to maintain continuous quality focus – achieving sustained customer satisfaction.

Nov 2010 – Aug 2015 · 4 yrs 9 mos

• Created and published high-quality customer content for multiple releases and products.
• Led a 40-member team for major and maintenance releases for the entire team.
• Led discussions and created a strategy for consolidating release lines and documentation. This involved merging product-independent and product-specific content of thousands of pages to align with Cisco-level engineering and strategic restructuring.
• Trained and certified 50+ writers on command line interface verification, syntax building, and creating command reference documentation.
• Recruited and led a team of 7 writers for a quality improvement program to rehaul the product documentation of three strategic switching products.
• Mentored multiple new joiners on Cisco tools, processes, and documentation lifecycle.

Aug 2010 – Oct 2010 · 2 mos · Bengaluru Area, India

• ● Bottom-line responsibility for multiple projects from conception to execution and delivery
• ● Responsible for customer and stakeholder management including account management and development

Oct 2009 – Jul 2010 · 9 mos

• ● Led and managed teams to estimate, plan, schedule, develop, and deliver in an Agile software development environment.
• ● Interacted with product managers, business analysts, developers, QA engineers
• ● Highlighted progress and risks in regular status meetings with clients.
• ● Sensitized the larger project teams on relevance and importance of user assistance while providing inputs to improve the usability of UI.
• ● Developed a robust doc development and review process.
• ● Multi-tasked between multiple projects while ensuring timely quality deliverables.
• ● On-site coordinator to develop and deliver business expectations.
• ● Developed Heuristics for documentation.
• ● Conducted expert reviews of various User Interfaces using Nielsen’s Heuristic Evaluation

Nov 2003 – Sep 2009 · 5 yrs 10 mos

Feb 2003 – Oct 2003 · 8 mos · Springfield, Virginia, United States