Bruce Bennett Email and Phone Number
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With over 19 years of experience as a Technical Author, including over a decade in managerial positions, I combine my role managing the globally diverse Information Development team with more than occasional writing duties to ensure a dynamic blend of leadership and practical expertise.From writer to leader, one mission fuels my career journey: exceeding partner satisfaction. I bring an unwavering commitment to elevate our partner experience by driving innovation to ensure that we deliver top-notch consistent and accurate documentation that is always at your fingertips.As an experienced and versatile technical author and editor, I have created content for technical and non-technical audiences, simplifying even the most complex topics for mass consumption. My mission is to empower users at all levels and guarantee that everyone, regardless of technical knowledge or experience, can follow our procedures and understand the concepts required to leverage our wide-ranging product portfolio.With a proven track record in the fast-paced software industry, I thrive on meeting challenges head-on and navigating complexities within and beyond the documentation realm.I have successfully built and led teams, adept at navigating shifting organizational priorities. I specialize in implementing processes and strategies carefully designed to consistently deliver outstanding results for our partners.Wearing multiple hats, I spearheaded the establishment of robust documentation management processes, led comprehensive tool and content migration projects by designing and executing plans, overseen product interface translations, coordinated hosting facilities, and authored collateral for each product in our extensive portfolio.I continuously optimize our content creation process by mastering various software tools, including MadCap Flare, the Microsoft365 suite, Stonly, and Help&Manual. Proficient in GitHub, Atlassian Jira and Confluence, I troubleshoot and devise creative solutions to meet team challenges, often requiring lateral thinking and experimentation. In this constantly evolving environment, my commitment lies in developing innovative documentation approaches that enhance the journey and experience of our partners.I am enthusiastic to expanding my network and interact with fellow professionals, present and prior colleagues, industry leaders, and active communities to stimulate learning and exchange experiences. Let's connect and explore the infinite possibilities!
N-Able
View- Website:
- n-able.com
- Employees:
- 2087
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Principal Information DeveloperN-AbleDundee, Dundee City, United Kingdom
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Senior Manager, Information DevelopmentN-Able Mar 2024 - PresentDundee, Scotland, United Kingdom
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Manager, Information DevelopmentN-Able Mar 2021 - Mar 2024Dundee, Scotland, United KingdomManager, and more than occasional technical writer, for the global "Information Development" teamI lead and develop our technical authoring team, which is dedicated to creating high-quality, partner-facing product documentation.In addition to the more day-to-day tasks associated with InfoDeving, I oversee various "documentation" special projects. These projects include ensuring content is release-ready, updating authoring tool templates, organizing hosting environments, and developing redirect strategies for moved pages. This ensures that partners can easily find the information they need, regardless of their entry point.I am also at the forefront of several documentation initiatives aimed at enhancing the partner experience, both in the front and back end, and I continuously seek opportunities for further improvement.On the authoring side, I create content for both new and existing products while deepening my knowledge of our current and evolving authoring tools.As a global team player, I collaborate with other departments across the organization. This includes sharing product knowledge and taking ownership of tasks outside the typical documentation scope to prevent potential bottlenecks.All with the overall goal of supporting our partners and their journey with our products.
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Manager, Information Development – MspSolarwinds Dec 2016 - Mar 2021Dundee, United KingdomManager, and dedicated technical writer, for the EMEA "Information Development" teamAs part of a combined SolarWinds MSP Information Development team, I continued in the dual position of writing the RMM user guides whilst leading and expanding the EMEA authoring team responsible for the former LogicNow products. Including the addition of new products to our documentation portfolio. To provide partners with a feedback mechanism, I oversaw the implementation of a feedback form in all our documentation.I migrated the RMM documentation to MadCap Flare, the company's authoring tool of choice. Then was involved in the creation and application of the new layouts and branding.To support the global team, I assisted all departments within the company, from cascading knowledge to taking ownership of additional tasks not traditionally associated with Information Development. -
Manager, Technical CommunicationsLogicnow Jan 2015 - Dec 2016Dundee, United KingdomManager, and dedicated technical writer, for the EMEA "Technical Communications" teamAs part of the LogicNow expansion, I became the Technical Communications Manager. This new role covered the UK-based authoring team, in which I remained the RMM technical author, as well as taking on responsibility for organizing the in-product localization effort.In this managerial role I built and led a new authoring and localization engineer team to create the customer-facing documentation for the other products in the LogicNow portfolio as well as handle the in-product localization. To support the team I created their on-boarding experience and organized in-depth product training. I also worked closely to support the non-UK based authors and ensure they had all the tools required to complete their tasks.As part of the localization process we worked with both external vendors and internal resources to provide the translations for each release. As part of this process we engaged colleagues and distribution partners to gauge the accuracy of our translation, this review resulted in a change of vendor which increased the translation quality for our customers.In my authoring role, I continued to work with internal and external stakeholders to create and maintain the documentation whilst ensuring its accuracy. To support the partner success center I created a global version of the RMM documentation containing references to all regions and developed a strategy to change the documentation's hosting environment.As ever I continued to support all areas of the organization, cascading product information and providing dedicated support to their department. As well as help to establish new processes and protocols. -
Technical AuthorLogicnow Sep 2014 - Jan 2015Dundee, United KingdomDedicated Technical Author. After the creation of LogicNow I continued in my Technical Authoring role.Working with internal and external stakeholders to document new releases and functionality as well as record updates and continually review the documentation for accuracy.As part of the LogicNow separation I was responsible for rebranding both the RMM documentation and product.I also continued to support all other parts of the organization, including the engineering monitoring checks.
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Technical AuthorGfi Software Mar 2012 - Sep 2014Dundee, United KingdomDedicated Technical Author.An organizational restructure resulted in a crossroads with support or authoring career paths in the company available to me. As it had become my main area of interest, and something I had somewhat of an aptitude for, I elected to focus solely on authoring and became a dedicated Technical Author.This allowed me to dedicate more time to improving the documentation and build on the relationships I had already established with the various internal and external stakeholders. I continued to create and maintain the documentation for new features, functionalities and updates running through complete end-to-end testing to ensure documentation accuracy. This process was a combination of authoring and quality assurance as I reported back any issues I discovered to the development team working on the project.In addition to the authoring aspect of the role, I also worked alongside the development team to investigate the best approach to take when creating monitoring checks for 3rd-party products. This was a combination of investigation and liaising with vendors to determine the best approach.I not only maintained, but expanded on my relationship with all other parts of the business. Providing product information, as well as investigating issues that were directly related to their departments along with creating ad-hoc reports. -
Technical Support Team Lead And Technical AuthorGfi Software Jan 2011 - Mar 2012Dundee, United KingdomManager for the Technical Support team, and dedicated technical writer.I was promoted to a Technical Support Team Lead and recruited a new support team for the RMM product, which was combined with my authoring duties.To get the team up and running I delivered product training and developed on-boarding strategies to minimize the customer impact when the team started to handle calls. I worked through all aspects of the support experience to ensure the current level of service expected by our customers was not only maintained but exceeded with the additional resources available to us. I developed an open-door communication loop with my direct report. Providing guidance and/or positive re-enforcement where required, and supporting them as they enhanced their skill-sets. And to promote a one-team mentality I visited the support teams in other regions and helped out during busy periods to handle customer calls. Additionally I handled escalation investigations and acted as a customer and support advocate to other parts of the business.I also hosted customer and distributor focused product demonstrations along with leading their question and answer sessions. Helped train members of the distributor's technical team. Performed on-site customer visits for deeper dive product demonstrations as well as question and answer sessions. And provided assistance to other parts of the organization.As a technical author I continued to work with both internal and external stakeholders to create and maintain the partner-facing documentation. Documenting new features, functionality and improvements as they came only while using the experience gained in support to shape the documentation and increase the guide's value to our customers.
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Technical Author And Support EngineerGfi Software Jun 2009 - Jan 2011Dundee, United KingdomIn this dual role I continued to act as both a technical author and support engineer.In my technical authoring role, I worked with both internal and external stakeholders to create and maintain the customer-facing GFI MAX RemoteManagement help system. This documentation covered both 1st-party releases as well as 3rd-party integrations. As a support engineer, I provided all levels of assistance to our global customer base as well as other internal departments. This included developing processes to improve the customer experience. After the GFI acquisition of HoundDog, I was heavily involved in the product and help system rebranding effort. Ensuring both the product components and documentation displayed the correct branding.I continued in my cross-department "role", working closely with all other areas of the business. This included cascading product information, but in most was more likely to provide support for those particular departments needs!
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Technical Author And Support EngineerHounddog Technology Oct 2004 - Jun 2009Dundee, United KingdomDedicated Support Engineer and Technical Author, along with a roaming portfolio.I originally joined HoundDog in a technical support role, which expanded along with the company, to become the company's technical author.As a technician, I provided all levels of assistance to our global MSP customer base. Ranging from handling calls and emails to offer first contact resolution through escalation management to advanced investigation and the creation of bespoke solutions for specific issues. To support our customers I also arranged on-site customer visits and hosted webinars covering product usage. To ensure any problems that required development input were promptly dealt with, I acted as a customer advocate with the engineering teams.My goal was to provide customers with an optimal support experience and as lead support engineer I developed best practices for efficiently handling any queries.In addition to my support role, and as the features and functionality of the product increased, I was asked to also become the company's technical author, assigned with creating and maintaining our partner documentation.We assessed various products and tried multiple different approaches (including phpBB) before settling on HTML, with Help&Manual our tool of choice. Which I worked with the engineering team to implement in product.As is the case with most startups, each member of the team took on additional roles. In addition to support and authoring, I also helped the marketing team with images and other collateral. Ran email campaigns. Supported the sales team at trade events and performed investigations for the finance team. In a more dedicated role, I also took on the Quality Assurance function, testing each of our releases.
Bruce Bennett Skills
Bruce Bennett Education Details
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Information Technology -
Dundee Institute Of TechnologySecond Class Honours (1St Division)
Frequently Asked Questions about Bruce Bennett
What company does Bruce Bennett work for?
Bruce Bennett works for N-Able
What is Bruce Bennett's role at the current company?
Bruce Bennett's current role is Principal Information Developer.
What is Bruce Bennett's email address?
Bruce Bennett's email address is br****@****now.com
What schools did Bruce Bennett attend?
Bruce Bennett attended Abertay University, Dundee Institute Of Technology.
What skills is Bruce Bennett known for?
Bruce Bennett has skills like Cloud Computing, Saas, Virtualization, Managed Services, Security, Enterprise Software, Network Security, Technical Authoring, Technical Support, Vmware, Solution Selling, Document Drafting.
Who are Bruce Bennett's colleagues?
Bruce Bennett's colleagues are Ebony Dottin, Gyöngyösiné Márton Ildikó, A.diane Diane Klezun, Pablojuninbsas Junin, Heike Burgess, Cartarosa Christina, Aftab Janjua.
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