Apr 2019 – Aug 2020 · 1 yr 4 mos · Bangalore · On-site

• Seamlessly migrated multiple versions of technical documentation for an enterprise product suite, ensuring no disruption to ongoing product releases.
• Enhanced content accessibility by over 50% by developing a publicly accessible, user-friendly documentation website.
• Increased First-Time Resolution (FTR) of support tickets by 40% and reduced ticket volume by 25% through the implementation of shareable documents.
• Boosted productivity of Sales, Pre-Sales, Support, and Implementation teams by cutting non-productive hours by 20%.

Apr 2014 – Apr 2019 · 5 yrs · Bangalore · On-site

• Reduced customer escalations by up to 80% through the development of timely, accurate release notes and help documents.
• Enhanced content quality by 3X by integrating the Technical Writing team with Engineering and Product teams.
• Scaled the Tech Writing team by 5X and boosted productivity through the adoption of modern tools and technologies.
• Pioneered the introduction of UX Writing within the organization and led a team of 3 designers.

Nov 2011 – Apr 2014 · 2 yrs 5 mos · Pune · On-site

• Led a team of 8 technical writers, providing comprehensive content reviews and mentoring to drive quality and professional growth
• Managed all documentation projects, including effort and cost estimation, ensuring timely and budget-conscious delivery
• Executed over 30 RFPs during a 2-year tenure, securing 7 small and 3 large projects for the organization
• Optimized processes, established robust review cycles, and utilized advanced tools to enhance Tech Writing efficiency
• Among various projects, a notable achievement was leading a specific project as a Senior Writer for two months. I impressed the Client Manager with my high standards and rapid delivery of documentation, resulting in the resolution of an 8-document backlog within five months. The project extended for two years with a size writers billed to the client. Additionally, I trained and mentored the client's India Documentation Team, earning high praise from the Customer, Project Manager, and Director of Documentation.
• Exceeded customer expectations
• Generated additional revenue by billing for 6 extra writers
• Extended project engagement from 2 months to 2 years
• Boosted revenue through onsite training and mentoring of the client's India team
• Built trust and confidence, leading to larger development opportunities

Jan 2010 – Nov 2011 · 1 yr 10 mos · pUNR · On-site

• Developed and executed documentation plans to deliver updated Release Notes, Installation Guides, User Guides, and Admin Guides for multiple concurrent projects
• Engaged directly with clients onsite to develop a robust and tailored documentation suite
• Revamped documentation templates and crafted contemporary, high-impact technical content to boost effectiveness and user experience

Feb 2009 – Jan 2010 · 11 mos · Pune, Maharashtra, India · On-site

• Developed tutorials and help articles for the Engineering team, streamlining onboarding and enabling faster integration of new members.
• Designed templates and guidelines to enhance consistency and efficiency within the Tech Writing team.
• Identified essential tools and implemented processes to optimize the workflow of the Tech Writing team.

Apr 2008 – Jan 2009 · 9 mos · Bengaluru, Karnataka, India · On-site

• Managed comprehensive documentation for a Storage product suite, including User Guides, Trial Guides, Installation Guides, Help Files, and Administrator Guides.
• Collaborated with Development and Testing teams to gather insights on new features through interviews.
• Developed an Information Development (ID) plan for each release, ensuring timely and accurate content delivery.
• Crafted UX writing for new UI elements to enhance user experience.
• Conducted usability testing and provided actionable feedback to the Development team for product improvements.

May 2006 – Apr 2008 · 1 yr 11 mos

• Maintained up-to-date Help file and Knowledgebase for multiple products catering to a global audience
• Led a team of 8 Tech Writers at Bangalore
• Hired and trained the new technical writers
• Mentored the new technical writers on the job and give them feedback
• Created process documents for the technical writer’s team
• Conducted monthly meetings for the entire technical writer’s team and send the productivity/quality reports to the reporting manager.
• Single Point of Contact (SPOC) for all the clients handled at Bangalore.
• Attended conference calls with the service delivery managers, implementation managers, and clients. Provide them with weekly updates.