Technical Writer Senior

Jack Mitchell

Senior Technical Writer UX Writer Information Architect

Santa Fe, NM 512-***-**** ***.******@*****.*** linkedin.com/in/the-jack-mitchell Versatile and self-directed Senior Technical Writer with extensive experience developing high-impact product documentation for complex cloud, hardware, and telecom products. Adept at owning projects from inception to release, balancing deep technical acumen with a user-centered approach. Expert in Docs as Code, structured authoring, cross- platform content delivery, and AI content development. Proven ability to collaborate across functions—engineering, UX, SOC, and support—to deliver scalable, compliant, and customer-focused content. Fast learner with a strong track record of managing multiple, concurrent projects to successful, on-time completion. CORE EXPERTISE & IT TOOLBOX

Technical Content Development & Editing Information Architecture & Content Strategy Project & Workflow Management Cross-Functional Collaboration (SMEs, PMs, UX) UX Writing & UI Text String Design Multilingual Content Localization & Translation Coordination Docs as Code & Build Error Troubleshooting Content Development: Markdown, DITA/XML, JavaScript, Oxygen, Microsoft 365, G Suite AI Content Development: Jasper, Copy.ai, Rytr, Monday, Zapier Project Management & Version Control: GitHub, GitLab, Jira, Swagger, Confluence, Madcap Flare UX & Graphic Design: Figma, Adobe Photoshop, Illustrator, Lightroom, Canva, Draw.io, SmartDraw Accessibility & QA: Acrolinx, JAWS, Rational Policy Tester PROFESSIONAL EXPERIENCE

IBM CLOUD Jan 2013 – Apr 2025

Senior Technical Writer UX Writer Information Architect

Launched global product documentation for IBM Cloud Transit Gateway, building the entire knowledge center from scratch by synthesizing engineering specs and partnering with product, UX, and development teams—using Docs as Code in Markdown, XML, and JavaScript—aligned with product GA.

Reduced customer support calls and improved satisfaction by documenting clear troubleshooting guides and key limitation issues for IBM Cloud network security and firewall products, collaborating closely with support engineers.

Authored comprehensive end-user and admin documentation—including UI, CLI, API, and Terraform SOP content— for numerous IBM Cloud SaaS products using AI content development tools and skills, facilitating smoother customer onboarding and operation.

Enhanced UI usability and consistency by redesigning IBM Cloud Internet Services UI content within two months, collaborating with UX teams in an Agile senvironment to align with modern IBM style guidelines.

Improved documentation customization and reduced build errors by developing internal standards for subcollection landing pages, increasing adoption and quality across IBM Cloud writing teams.

Strengthened content clarity and knowledge base usability by contributing to information architecture and style guidelines, integrating quality assurance practices to boost documentation accuracy and reduce errors.

Leveraged business intelligence and user analytics to optimize content creation workflows, increasing documentation effectiveness and user engagement.

Partnered with engineering and UX teams to produce visual aids such as process flows and system diagrams, effectively communicating complex technical concepts and enhancing user comprehension. Jack Mitchell ***.******@*****.*** 512-***-**** Page 2 EARLY CAREER

IBM COLLABORATION SOLUTIONS Information Developer Technical Writer UX Designer

Led the creation and launch of mobile documentation for four IBM Collaboration products across multiple OS, managing content, design, and translation into 12 languages over a 9-month project.

Rebuilt 2,000+ pages of legacy SoftLayer documentation, converting SGML and Microsoft Word content to DITA, updating content for accuracy, enabling multi-language publication, and standardizing visuals per IBM guidelines. IBM AIX Technical Writer

Developed SGML-based hardware manuals for IBM AIX Unix servers, delivering high-quality printed documentation that supported system reliability and ease of use. THERMOQUEST Technical Writer

Authored comprehensive user manuals for advanced lab hardware (mass spectrometers, gas chromatographs), translating engineering data into clear, usable instructions. EDUCATION

BS in Communication and Media Studies The University of Texas at Austin TECHNICAL WRITING SAMPLES

• IBM Cloud Transit Gateway

• IBM Cloud Cluster Networks

• IBM Cloud Network and Application Load Balancers

• IBM Cloud Juniper vSRX

CONTENT WRITING SAMPLES

• Security to the core (Whitepaper)

• IBM Cloud Internet Services (Marketing)

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