SADHANA S

Phone: +91-779*******

Email: adg3rz@r.postjobfree.com

Location: Bangalore, India

LinkedIn Profile: https://www.linkedin.com/in/sadhana-s

SENIOR TECHNICAL WRITER

Expert in User Assistance Development Design Thinking Co-Creator 7.5-Years Record of Proven Results

Professional Summary

Experienced Technical Writer with 7.5 years of total experience in Technical Documentation. Conventional technical communication skills to research, develop, and author user effective technical content that eases product usage. Experience in authoring technical documentation for Telecom, Mobile Security, and Cloud hosted SaaS products.

Skills-Tools and Writing Proficiency

Oxygen XML Content Authoring

DITA Principles

Markdown Markup Language

SnagIt and Gliffy Image Capturing Tool

Content Management System

GitHub, HTML, CSS, Drupal

Wiki Confluence, WordPress, MS Office

JIRA Ticket Tracking

Zilch Web Analytics for ID

Agile Methodologies

Design Thinking in Writing

SME Interview Skills

Research and Information Gathering

Release Notes, Installation Guides, Reports

Online Help and FAQ’s Documentation

Knowledge Base Articles

Content Reuse-Single Sourcing

Contextual Help Content

API Documentation, JavaScript

Swagger API Authoring

User Assistance UI Content Sourcing

UI Text Writing

Content quality check-Acrolinx

Blogging and SEO Techniques

Blogs for Customer Community Forums

Content for Daily Dose Deliverables

Work Experience

IBM India- Senior Technical Writer (Feb 2017-Present)

Working on MaaS360 mobile device management Software as a Service (SaaS) offering product documentation. The product encourages BYOD at workplace and enforces privacy settings to ensure the device is complainant with the organization policies.

Researching, planning, and content designing of user assistance documentation for mobile security product.

Validation of API documentation in swagger framework and authoring user assistance content for APIs.

Proven strong leadership skills by managing end-to-end platform documentation for releases and process enhancements.

Working with UX team to deliver user interface texts.

Leading the contextual help project by working closely with the support engineers, product managers, and engineering teams.

Doc team representative for release desk checks, impact sheet reviews, and doc delivery management.

Driving process improvements in the doc team that includes effective bug tracking system, improved information architecture for knowledge center, and content gap analysis.

Authoring release notes for every platform release cycle in collaboration with SMEs and project managers.

Training new hires in the team and actively participate in peer documentation reviews.

Planning and coordinating the customer deliverables by interacting with Business analysts, UX teams, scrum masters, and release management team.

Working closely with scrum teams across the product platform and actively participating in sprint ceremonies.

Applying Design Thinking principles in the planning and development of product documentation that adheres to tailored user assistance documentation.

Innovatia Knowledge Management Services: Intermediate Technical Writer, Deployed at Cisco India (Nov 2014-Feb 2017)

Worked on Cisco Spark Care Cloud Contact Center SaaS offering product documentation. The product aims at delivering seamless customer journey experience in the contact center.

Participating in daily scrum meetings and ensuring that all feature enhancements and bug fixes were updated in the respective user documents in a timely manner as estimated during the agile iterations.

Single point of contact in BU for all cloud documentation deliverables and end to end process for cloud doc deliverables.

Working extensively with UX team/UI designers to enhance user experience by providing textual inputs for UI.

Experience in developing Knowledge Base (KB) articles and meeting continuous doc deliverables in timely manner for cloud deployments. Expertise in developing user guides, installation and configuration guides, administration guides, release notes, and KB articles adhering to DITA principles.

Active involvement in peer documentation review.

Aptean India-Technical Writer (May 2014-Nov 2014)

Worked on multiple projects, mainly ERP product named Made to Manage (M2M) product documentation. The product offers end-to-end enterprise resource management solution for manufacturers.

Worked on tools like Madcap Flare, Snagit, to create new documents related to ERP software and updated the legacy documents according to the requirements.

Participated in daily scrum meetings and ensured that all feature enhancements and bug fixes were updated in the respective user documents in a timely manner as estimated during the iterations.

Updated the required feature documents and user manuals as per the changes in the application UI.

Performing peer reviews for the documents handled by colleagues and providing feedback.

Accenture India-Technical IT Support and Documentation (July 2012-Feb 2013)

Worked on ITV project, a telecommunication company by authoring knowledge base documentation and providing IT support.

Responsible for obtaining required information from service requestor over email and assigning tickets to the appropriate resolver groups.

Performed documentation about various technical concepts related to ITV project and worked along with the knowledge base team.

Provided customer support by assisting users with software installation and configuration steps.

Education

Degree

College/University

Year of Passing

% Of Marks

B.E(CSE)

R L Jalappa Institute of Technology, Bangalore

2012

65%

12’th

Sheshadripuram Pre-University College, Bangalore

2008

64%

10’th

Nirmala Rani High School, Bangalore

2006

90%

Accomplishments

Presented a seminar on “Building Human Centered Brilliance” in STC India annual conference Chennai, Dec 2019 https://www.youtube.com/watch?v=uuFod8f431M.

Active participation in MGR activities at IBM with innovative ideas that drives the business use cases.

Leading the project for migrating complete documentation set from DeveloperWorks to Knowledge Center in a span of 2 months.

Presented a session on "Content Marketing and TechComm" in STC regional conference at SAP LABS, Aug 2019 https://www.youtube.com/watch?v=EFF4BpjROOA&t=1076s.

My article on “Design Thinking-An enterprise approach to innovation” was selected for publishing in the STC Indus magazine, May 2019 http://indus.stc-india.org/2019/05/design-thinking-an-enterprise-approach-to-innovation/.

Presented a session on "Designing innovative solutions to achieve enhanced user experience" in STC learning session at Whatfix, Bangalore, April 2019 https://www.youtube.com/watch?v=NaZNY1iA4M8&t=14s.

Presented a session on “And Now a Word from Our User” in STC regional conference Bangalore, Aug 2016.

Created video sessions for Innovatia technical writers about documentation for products based on cloud technology.

Awarded as “Best Performer” at Innovatia- Quarter 4, 2015.

Certifications

IBM Recognized Speaker/Presenter (Oct 2019. No expiration date)

IBM Agile Explorer (April 2019. No expiration date)

IBM Enterprise Design Thinking Co-Creator (Dec 2018. No expiration date)

Languages

English-Full professional proficiency

German-Limited working proficiency

Strengths

Self-directed, confident, and motivated individual.

Curiosity to learn new skills.

Adaptable and positive attitude towards any challenging situations.

Good at leadership, teambuilding, and an enthusiastic team player.

I hereby affirm that all the information furnished above is true to the best of my knowledge.

(SADHANA.S)

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