Ben G. Email & Phone Number

Clearwater, FL, US

San Francisco, CA, US

• Technical Documentation
• Guides
• Word Magick

San Fernando Valley, California, US

Designed User-Centric Research Survey: Conducted a survey with 500+ users to gather actionable feedback, identifying pain points in internal wiki content and information architecture for strategic improvements.Optimized Documentation for Clarity and SEO: Streamlined content to enhance readability, reduce maintenance costs, and achieve a 70% decrease in.

San Francisco, California, US

Pioneered User-Friendly API Documentation Processes: As a founding member of the documentation team, established clear and accessible API documentation workflows, enhancing stakeholder communication and contributing to effective API governance.Enhanced Documentation Delivery and Work Request Processes: Improved workflows to streamline documentation.

New York, US

Strengthened information discovery by creating clear and easy-to-follow support articles for our documentation hub. Ensured product accuracy and usability by collaborating with subject matter experts and developers to review technical content.

Göteborg, SE

Facilitated documentation revamp by researching the existing parts ordering system and collaborating with training teams to prepare writers for a new UI.Revised classroom content for clarity and consistency, building on the trainer and student experience.

Santa Clara, CA, US

Bettered user retention by writing B2B support content and feature change documents.Upgraded support article SEO by rewriting hard copy guides as topic-based articles, focusing on readability and plain English.Fortified technical accuracy of internal and external content through regular revisions for better customer experience.

New York, NY, US

Created and enhanced user-centered content, including online support articles, release notes, blog posts, in-product help, and PDF guides, to improve the user experience for B2C and B2B customers.Improved product usability and brand voice by editing marketing copy and release announcements, proofreading product packaging and website content, and crafting.

Cambridge, MA, US

Analyzed and troubleshooted internal and external network and software issues, analyzing and documenting the results.Maintained clear and effective communication with customers to resolve ongoing service issues, utilizing user-friendly writing techniques to ensure understanding and satisfaction.Managed daily performance and documentation review for team.

Ipswich, MA, US

Provided technical support and account documentation for 130 premier customers, including information on process, with concise, user-friendly writing.Troubleshooted and resolved technical issues related to database access, account setup, custom data linking, and TCP/IP authentication, providing clear communication to users.Provided daily phone and email.

Broomfield, Colorado, US

Monitored, investigated, and drove to resolution all Core IP network issues.Collaborated with data center technicians on planned and emergency network maintenance. Maintained detailed written and verbal communication with multiple hardware vendors to troubleshoot and replace faulty network components.

Broomfield, Colorado, US

Troubleshooted and documented internal/external process errors, outage trends, and maintenance. Developed and maintained high visibility business partner relationships, gaining trust and respect of premier customers.Acted as primary on-call escalation for over 3,500 individual customer accounts.

Documented all customer issues, including circuit errors, network configuration, and hardware replacement.Recorded all details and conversation regarding wide area end-to-end overhauls on critical business circuits. Engaged in daily router, switch and circuit troubleshooting, remote testing, data error analyzing and thorough written breakdowns of recurring.

Bachelor Of Science, Computer Information Systems

Liberal Arts And Sciences, General Studies And Humanities

Diploma, High School Diploma

Liberal Arts And Sciences, General Studies And Humanities