Alen D. Email & Phone Number

• QA testing software across iPadOS, macOS, and Windows for web and apps• Publishing technical release notes for four products based on TestRail and Jira cases• Documenting multiple products across GoGuardian and Pear Deck Learning brands from backend to frontend• Writing internal technical documentation about backend processes to close knowledge gaps, such as JavaScript code breakdowns (backend), QA use cases, and product anatomies• Reviewing PRDs, TDDs, and design files (Figma) for information relevant to secondary documentation • Producing deployment guides across platforms and operating systems, including LMS integrations, Active Directory and MDMs (Jamf, FileWave, AirWatch, Intune, and others)• Attending daily Agile stand-ups with Engineering and QA• Collaborating with product managers, engineers, developers, implementation specialists, and marketing to ensure accuracy in documentation• Creating continuous lines of clear and concise communication between teams through multiple mediums, such as notes from daily stand-ups, biweekly cross-department check-ins, managing communication channels, documentation, and more• Implementing daily workflows for the technical writer position from scratch, including documentation outlines and templates, friction logs, integration with engineering, QA, sales, and marketing teams• Building help center documentation for new product, Pear Practice, and helping Customer Support troubleshoot • Improving accessibility in GoGuardian's web content• Editing and guiding public-facing works written by content writers• Labeling data for internal ML models• Improving by reading books, such as "The Product is Docs," "Docs for Developers," and "Don't Make Me Think," building workflows, and using ChatGPT and Bard

• Supporting schools and businesses globally with iOS, iPadOS, macOS, and tvOS deployments• Integrating Apple School Manager and Apple Business Manager• Assisting clients with large-scale Apps and Books purchases and installations as well as deployment of packages and payloads• Demonstrating best practices with payloads and device deployment • Troubleshooting MDM payloads and payload-client communication through log analyses both on calls and tickets• Writing internal and external technical documentation, including how-to articles and an in-house style guide

• Administrating G-Suite, Fuze, Jira and Confluence Cloud, among others• Gaining experience with Red Hat server• Activating, suspending, deleting and backing up of Google accounts via G-Suite administration• Onboarding and deleting user accounts and security groups in Active Directory• Continuing automation (bash) of support solutions and self-help tools for 300+ users• Managing 400+ assets through Jamf as well as Digital Asset Management• Running switches and patching cables• Writing user-facing and internal technical documentation on macOS, iOS, Jamf and other tools• Integrating AutoPkg and Jamf (Certified Associate) to automate software updates and further streamline zero-touch deployment I configured• Additional responsibilities from previous position

• Sole IT support in Winter Park location responsible for 175 users as well as assisting with remote offices in Mac-heavy environments• Implemented zero-touch deployment and created policies to push to 375+ Mac users, such as companywide printer changes and enrollment of iOS devices• Streamlined support solutions using bash to save time, labor, and enable users to resolve issues on their own via self-help tools• Automated tasks as Jira administrator, including auto-commenting with knowledge-base articles I wrote, and led general user and project administration• Active Directory and G-Suite administration, among others listed in profile• Handled weekly and monthly tape backups of servers in combination with storage management of servers• Assisted with updating internal DNS records for site migrations and Windows Server 2016 installs• Managed corporate cellular account, porting in or out numbers, handling billing and swapping hardware• Continued responsibilities from previous positions

• Worked with a team of multiple IT members • Automated tasks in Jira as administrator• Purchased, swapped, upgraded and troubleshot Macs and PCs• Active Directory administration• Managed corporate cellular account, porting in or out numbers, handling billing and swapping hardware• Transitioned company from hard phones to soft phones, creating call trees, ring groups, troubleshooting technical issues and assisting with billing matters

• Troubleshot ad and edit processing for print magazines and Weldon Owen• Adobe Creative Suite• Converted print magazines to digital• Worked with digital vendors to host magazines on their digital platforms• Administrated Dalim TWiST

• Freelance sportswriter covering NFL and CFB schemes and philosophies in weekly columns for theScore, Boston.com, Bleacher Report, NBC’s Rotoworld as well as guest stories at other sites.