Senior Technical Writer with 20 Years Experience
Resume:
Virginia Glass ***********@*****.*** · 832-***-****
LinkedIn.com/in/virginiaglass · Gaithersburg, MD
Technical Writer / Process Analyst / Content Developer
Introduction
●Driven communications professional with 20 years experience in technical writing and editing best practices that enhance efficiency, compliance, and communication within development environments.
●Dedicated and detailed-oriented Process and Documentation Specialist.
Overview
Proven mastery of the following attributes which promote communications excellence and operational efficiencies:
●Experienced and strategic-minded professional with solid foundation in technical documentation, content strategy, editorial best practices, and process analysis across diverse industries.
●Repeated success in leading high-performance writing teams and managing complex documentation workflows in fast-paced environments.
●Known for driving consistency, clarity, and compliance in deliverables through strong collaboration with cross-functional partners.
●Skilled in translating intricate technical concepts into accessible content for varied audiences, while aligning documentation efforts with organizational goals and product life cycles.
●Proven success in elevating team performance, streamlining content operations, and upholding documentation quality standards in highly regulated and evolving technical landscapes.
Areas of Expertise
Process Designer/Analyst Documentation Lifecycle Management Quality Assurance and Control
Technical Writing Leadership Editorial Standards & Governance Business Process Models
Cross-Functional Collaboration Team Development & Mentoring Agile & Scrum
Workflow Optimization User-Centered Content Design Knowledge Management
API Documentation AI Edit and Clean-up Service
Tech Writing Process
●Meet with SMEs and stakeholders to determine doc type, intent/purpose, and audience expectations.
●Meet with SMEs to gather doc context and procedures to meet specified goals.
●Structure docs based on content types and tech writing best practices.
●Submit doc to SMEs for review process for doc completeness and correctness (iterative).
●Edit doc for language, format, and style.
●Submit doc to SMEs and stakeholders for final review and approval.
●Publish doc according to company requirements.
Professional Experience and Achievements
Substitute Teacher 10/2025-Present
Montgomery County Public Schools, MD
Give back to my community, Covered High School English, Math, Computer, Social Science/History, and Special Ed classes
Senior Technical Writer, Quality Control, Process Analyst 10/2024-03/2025
Effectual, Inc. - Jersey City, NJ
Department of Justice, Board of Prisons, Odysseus Project
The Odysseus project built AWS cloud infrastructure environments for high volume data migration from legacy and on-premises systems to new cloud environments.
I steered and empowered a team of three technical writers to edit critical documentation, which included administration guides, user guides, and SOPs. I instilled technical writing best practices and built documentation templates that ensured clarity and accuracy for content distributed to users and APIs. Facilitated team collaboration to improve editorial workflows and address challenging content requirements.
●Developed Jira project management process which tracked technical writing, editing, and approval processes used for each new AWS cloud environment, which included approximately 120 administration guides, user guides, and SOPs. The technical writing team used this process to advance the project to completion under a tight deadline..
●Designed storage structure in Google Drive for system documentation for new infrastructure environments.
●Designed and applied documentation templates based on content types and information maps for approximately 120 admin guides, user manuals, and SOPs.
●Edited approximately 60 admin guides, user manuals, and SOPs.
●Managed end-to-end documentation workflows, ensuring timely delivery of clear, consistent, compliant, and comprehensive technical content.
Technical Writing Consultant (Project) 02/202*-**-****
DataPiper Infotech
●Performed quality control for Architecture Design and Build (ADB) documentation and APIs for a data migration project from on-premesis to 7 AWS cloud infrastructures.
Technical Writing Manager, Developer Relations 10/2019-06/2023 Process Analyst, Content Developer
Block.one / Bullish / EOS Network Foundation, Blacksburg, VA
Led Developer Relations team of five Senior Developer Advocates, one Senior Technical writer, and one DevOps professional by streamlining documentation workflows and managing content strategy for the EOSIO Blockchain Developer Portal. The developer portal empowered global developers to build applications on the EOSIO blockchain and positioned the portal as a go-to resource, even among competing blockchain ecosystems. Developed business process models and system architecture diagrams to enhance communication and understanding. Collaborated with cross-functional teams to maintain up-to-date content aligned with evolving technology standards. Reported to the Head of Developer Relations.
EOSIO blockchain terminology and its concepts were new to the development community and many developers inside and outside of the blockchain community used our terminology and documentation to learn and comprehend blockchain concepts. The EOSIO blockchain was a successful bleeding edge technology at the time.
●Successfully coordinated and managed documentation tasks for seven direct reports across four different time zones. Their documentation was complete, correct, concise, and comprehensive, and on time and within budget for each feature release for the EOSIO blockchain due to my updated technical writing process..
●Initiated revision of a dysfunctional technical writing, editing, and review process for blockchain developer documentation.
●Streamlined the use of EOSIO blockchain terminology, which increased comprehension of EOSIO blockchain documentation.
●Effectively managed end-to-end documentation workflows, ensuring timely delivery of clear, consistent, and compliant technical content 100% of the time.
●Created clear and concise process documentation for the technical writing/editing team’s workflow process.
●Improved content management process, which drove portal engagement and feedback from the developer community.
●Seamlessly coordinated with engineering, DevOps, and security teams, which enhanced accurate technical requirements and system behaviors.
●Collaborated closely with cross-functional teams and technical writers to promote understanding of technical specifications and to communicate complex EOSIO blockchain concepts to the EOSIO blockchain community.
●Enhanced content quality and consistency by 75% via implementation of industry-standard technical writing best practices.
●Implemented a technical writing training exercise for the Senior Developer Advocates, which increased their technical writing skills. The Senior Developer Advocates were non-native English speaking experienced developers positioned to reverse engineer blockchain developer code. This training ensured alignment of technical writing skills across the team.
●Standardized the development and visualization of business process models, which increased effective communication and document comprehension for the EOSIO blockchain community.
●Initiated and implemented systems for tracking documentation workflows, which optimized the document submission process.
Senior Technical Writer, Process Analyst 03/2018-06/2019
Navy Federal Credit Union, Vienna, VA
Managed documentation efforts for the Enterprise Reporting project, focusing on developing Extract, Transform, Load (ETL) process documentation to facilitate robust data transfers. Produced clear and comprehensive technical materials and coordinated with project teams, which ensured consistency and accuracy across documentation. Collaborated with cross-functional teams, to enhance communication and information sharing between technical and non-technical stakeholders. Effectively managed and prioritized tasks to align with project timelines and deliverables.
●Successfully integrated UML and data process diagrams into technical documentation, which enhanced project clarity and understanding.
●Integrated access to runbooks in ETL documentation.
●Collaborated with legacy programmers to improve configuration documentation and remove technical debt.
●Improved documentation standards, which led to more efficient project operations.
●Leveraged technical writing best practices and facilitated communication strategies within development and project teams.
Senior Technical Writer, Process Analyst 11/2017-03/2018
Freewheel, a Comcast Company
Duties and Responsibilities
●Developed and updated API Documentation in Markdown Language.
●Collaborated with SMEs and wrote developer documentation.
Senior Technical Writer, Process Analyst 03/2014-04/2016
ESPN, Bristol, CT
Envisioned and executed a documentation portal strategy that enhanced user accessibility and ensured content accuracy across all repositories. Collaborated with cross-functional teams to align technical documentation with evolving business and system requirements. Collaborated with system architects and developers to develop a plan to support Disney’s shift toward streaming services.
●Analyzed code and developed accurate data flow and control process diagrams for the batch process baseball data flow that identified all servers used in the process, as well as all storage locations, all procedure calls (calculations), all data formats, and final destinations for each data type.
●Researched and developed a process diagram that displayed the transformation of 5 high volume data sources imported, partitioned, and stored into a streaming system architecture. The CTO displayed the resulting diagram at a Disney meeting for all Disney CTOs during a discussion about next steps for data management. The diagram received positive comments from the CEO of Disney and impacted the movement of decisions toward the new Disney+ architecture..
●Initiated comprehensive UML and data diagrams to visualize and clarify complex documentation architecture.
●Collaborated with developers, which revealed and integrated hidden and legacy documentation into a Confluence index for all game related documentation. This index was a solution to access legacy documentation when needed and without latency.
●Streamlined content layout on Confluence, which increased content accessibility.
●Coordinated closely with developers and editors, which affirmed clarity and technical accuracy of internal engineering documentation for broadcasting fantasy, and website audiences.
●Analyzed, wrote, and edited current documentation, which reduced documentation redundancy and increased its comprehension.
●Responsible for updating and clarifying API documentation.
Senior Architecture Documentation Specialist 03/2009-04/2014
Process Analyst, Content Developer
ExactTarget (acquired by Salesforce), Indianapolis, IN
Directed documentation strategy for developer-focused content, which ensured clarity, consistency, and technical accuracy across large-scale, high-impact projects. Created detailed communication materials for the Solutions Architecture Team, which included data and process flow diagrams that supported alignment with platform capabilities. Developed user manuals, API documentation, and platform guides critical to client onboarding, satisfaction, and long-term engagement. Optimized content workflows using Agile methodologies, which increased delivery speed and efficient cross-team collaboration. Created and maintained SharePoint based index structure, which accessed development and context diagrams. Developed constructive communication channels between the System and Solutions Architecture teams, fostering collaboration and transparency. Reported to COO and Chief Architect.
●Performed technical writing and editing of internal product feature documentation for the email build process.
●Mentored junior content and technical writers, which boosted team skills and drove higher documentation standards.
●Collaborated with engineering and product teams to improve their understanding of platform operations and to gather input and refine processes, which identified areas for improvement and standardization.
●Co-created Entity Relationship Diagrams (ERDs) with DBAs, which supported robust data architecture planning.
●Led and managed documentation initiatives under strict deadlines, which aligned deliverables to strategic goals during ExactTarget’s $2.5B acquisition and integration into Salesforce.
●Built cross-functional communication frameworks to bridge system and solution architecture teams and strengthen collaboration.
●Enforced best practices and quality control in internal wiki and knowledge base development.
●Initiated architecture and database diagrams for the email build process as well as the product feature processes triggered during the email build process.
●Initiated and hosted architecture round table - a monthly discussion which included system architects and solution architects to share information on current and future state of the email build process as well as customer requests for new/updated functionality for their email sends.
●Envisioned and executed a documentation portal strategy using SharePoint that enhanced user accessibility and ensured content accuracy across all development teams.
●Responsible for API documentation for development teams.
Analyzed, Designed, and Documented
●Streaming process diagram, which showed data firehose, partitioning processes, and hadoop storage.
●Data flow-of-control diagram, which showed data triggers for the assembly-line email build process.
●Bounce management process diagram.
●Failover process diagram.
●Dynamic system resource allocation diagram, which showed how the email build system calculated resources necessary for sending concurrent lists of emails with their dependencies on external websites and preferences based on the amount of time required to meet the contract obligations for service level agreements.
●Decision diagram for a customer email journey, which showed multiple option results for each decision.
●Internal data schema diagrams.
Education and Certifications
Bachelor's Degree - Computer Science/BBeB
AWS Cloud Practitioner Essentials Course - in progress, 2026
Harvard University - Introduction to Artificial Intelligence with Python, 2025, CS50AI
University of Maryland - AI Certification, 2025 - AI and Career Empowerment
Scrum Foundation Certification
Scrum Product Owner Certification, expiration October 23, 2026, certificate #997507
Carnegie Mellon Software Engineering Institute (SEI) - Documenting Software Architecture
Carnegie Mellon Software Engineering Institute (SEI) - Software Architecture Principles and Practices
Memberships
●Association for Talent Development (ATD, formerly ASTD): Board Member
●Society of Technical Communication: Member & Chapter Vice President
●Indiana University - Purdue University Indianapolis (IUPUI): Now IU Indianapolis: Board Member for Technical Writing Certification & Degree Programs
Writing Samples and Links
EOS (Blockchain) Developer Portal
EOS Token Documentation
Technical Proficiencies (Skills)
Documentation Tools: Microsoft Office Suite, Google Suite, Markdown, Confluence, SharePoint
Graphics Tools: Microsoft Vizio, Adobe Illustrator, Figma, Noun Project, Google Docs
Development Tools: GitHub, XML
Project Management Tools: GitHub Projects, Jira, Google Drive
Diagramming & Modeling: UML, Business Process Models, Architecture Diagrams, Data Flow Diagrams, Database
Schemas, Use Case Diagrams, User Stories, Mind Mapping, Streaming Diagrams
Content Development: Technical Writing & Editing Best Practices, Information Architecture, Information
Mapping, Content Types, Templates, APIs, SDKs, Endpoints, Evaluate organization
structure to help improve content management, Interview analysts, engineers,
stakeholders and/or other staff to obtain workflow, processes or other technical
information, Capture and translate technical processes and requirements into easily
understood terms
Editing and Proofreading: Advanced/Expert. High proficiency in grammar, style, and consistency checks
Technical Acumen: Advanced. Understanding of software development processes, data analytics practices,
and methodologies
Collaboration Tools: Slack, Telegram, Discord, Microsoft Teams, Zoom
AI & Automation: ChatGPT, Claude, Prompt Engineering, AI-based editing and formatting tools
Project Methodologies: Agile, Scrum, Documentation Lifecycle Workflow, ITIL, SDLC, Docs-as-Code
Soft Skills: Curiosity, Leadership, Cross-Functional Collaboration, Initiative, Management
Other: Reading Legacy Code (Cobol), Runbooks, Infrastructure Naming Conventions
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