Led technical documentation function after the lead’s departure, maintaining project timelines and quality for three months without disruption to documentation processes.
Developed a detailed user manual for the company’s developer portal, reducing support calls by 10% in the first quarter by addressing common user pain points.
Enhanced user guide for internal management console, reducing onboarding time for new employees through the addition of step-by-step instructions and visual aids.
Streamlined Confluence intranet site by restructuring pages and standardizing templates, reducing search time.
Managed and maintained a 400+ virtual Windows server environment, implementing proactive monitoring and maintenance schedules, ensuring 99.9% uptime.
Directed the implementation of the Nutanix platform with AHV, leading seamless VM migrations with zero downtime, resulting in improved system stability.
Produced comprehensive internal documentation, streamlining IT system and hardware deployments and reducing setup times.
Delivered tier 1 and 2 technical support while administering and maintaining key application systems, ensuring system reliability and minimizing user downtime.
Decreased helpdesk call volume by over 10% by creating customer-facing documentation, empowering users to resolve common issues independently.
