Alex Van Winkle Email & Phone Number

United States

⦁ Scope, research, author, publish, and scale documentation for technical and non-technical audiences alike. Acclaimed for clarity, utility, and structure of docsets.⦁ Teach product owners & developers how to write their own docs through sensible & effective systems. Acclaimed for accessible lessons and solution-oriented approach.⦁ Plan, produce, and host internal summits focused on doc tools & best practices. Acclaimed for leadership, empathy, and resilience.⦁ Develop, test, and implement in-product experiences; e.g. forms, tooltips, error messages, et al.⦁ Proactively write & socialize internal communications. Amplify key tooling updates through in-product news posts.⦁ Identify, track, contextualize, and act on key metrics; validate quantitative data by comparing with qualitative feedback.⦁ Consult with cross-functional partners to level up their documentation. Independently identify successes and opportunities, then tailor guidance based on research, resources, and goals.⦁ Design product logos, technical diagrams, and infographics.⦁ Mentor colleagues looking to grow in their roles and careers. Listen with curiosity, advise with compassion, and foster a safe & confidential environment.

Austin, Texas Area

⦁ Led the team's documentation efforts. Published Stack Overflow-style guides available to all Meta/Facebook staff; recognized as a top contributor in the Meta ecosystem. Owned and developed team documentation, including an onboarding plan, detailed reference guide, and repository of known problems. Standardized onboarding process, reducing ramp-up time by 50%.⦁ Managed internal support/knowledge communities. Authored release notes for major product updates. Unblocked users from environmental issues, shared workarounds to known problems, and routed off-topic threads to appropriate owners. Acclaimed by users and partner engineers for quantity, readability, and effectiveness of communications; acclaimed by management for accuracy, brevity, and clarity of trend analysis.⦁ Investigated bug reports for IDE/code editor used by 21,000+ software engineers. Collaborated with cross-functional teams on root cause analysis and incident management. Guided users through known problems and transient blockers, saving oncall engineers dozens of hours per week. Reduced bug queue by 75% within two months of hire, and by 90% within six months of hire.⦁ Compiled and delivered daily, weekly, and monthly reports on key metrics, contact drivers, and impactful events. Daily reports contributed to an organizational restructure that better reflected the team's unique contributions and challenges. Partnered with team engineers to overhaul the weekly reporting process; praised for granularity, digestibility, and utility of new system.

Austin, Texas Area

⦁ Founding member of a diverse, multitalented team. My focus: technical documentation, internal communications, and diverse feature articles.⦁ Authored technical articles in CRM/KMS knowledge base used by hundreds of internal users and millions of external customers. Acclaimed by cross-functional partners for quantity and quality of contributions; acclaimed by external customers for timely publication and thoroughness of material.⦁ Developed and curated team’s knowledge base. Wrote and curated 100+ technical guides. Shipped CSS-based redesign; fixed all blocking bugs, resolved all UX issues, and achieved 95% user satisfaction.⦁ Wrote internal feature stories, utilizing Agile, Jive, and HTML/CSS. Quarterbacked team's migration to SharePoint Online. Cadence and value of articles led to a 400% increase in readership.⦁ Handled operational tasks shared across the team; e.g. quality assurance, deep dive reporting, fraud investigation, live event support, and white glove escalations on behalf of executives. Personally thanked by executives on multiple occasions.

Austin, Texas Area

⦁ Handled a diverse technical writing portfolio, including policy development and revision, CRM article publication and review, news publication and review, localization implementation, and project management.⦁ Exceeded expectations in all check-ins with team mentor; earned accolades for exceptional efficiency and quality.⦁ Dramatically boosted team productivity; reduced article review queue by 80% in two months.⦁ Demonstrated creative problem solving in SaaS situations. Example: Accurately repurposed articles with previously-localized content to fulfill 90% of the localization needs for a product launch, saving time for an in-demand partner team.

Austin, Texas Area

⦁ Handled support tickets through in-game, website, webchat, phone, and email.⦁ Utilized internal bug tracking tools to report new bugs and collate existing reports of emerging issues.⦁ Filled in for team leadership as needed, guiding peers through policy interpretation and complex issue resolution.⦁ Earned bi-annual service award on three occasions. For additional details, please see the Accomplishments section below.

Kerrville, Texas, United States

• Performed comprehensive housebuilding work, such as carpentry, masonry, painting, roofing, and insulation.

Kerrville, Texas, United States

• Processed circulation of library materials.• Created and updated user accounts.• Curated special collections reserved by faculty.• Documented and preserved historical materials.• Managed pool of laptops for student use; assisted with setup, usage, maintenance, and troubleshooting.• Assisted student and community patrons with research.