Elen Baldini Email & Phone Number

São Paulo, Brazil

Leader of a team of 6 tech writers in a project at Banco Itaú, where the main activities are: • Participation/creation of lectures and events within the bank to disseminate the culture of technical documentation. • Creation of technical and business documentation for the teams, using GitHub with markdown and SharePoint. • Creation of templates to facilitate the development of team documentation. • Creation of workflow to meet the different demands of the requesting squads. • Cross-functional work to support various teams. • Career monitoring of team members, promoting feedback cycles and 1-on-1 meetings. • Conducting tests and gathering feedback on the produced documentation, for continuous improvement of the content made available internally to the teams and the bank in general.

São Paulo, Brazil

Leader of the technical writing team in the Product Research & Development area, where the main activities were: • Production of support manuals (end-user) and technical documentation (development and implementation) in three languages: Portuguese, Spanish, and English. • Managing the team, being responsible for structuring, standardizing, and disseminating best practices in technical documentation. • Presenting and teaching Technical Writing rules. • Selecting and hiring new members for the TW team, with the support of the Talent Acquisition area. • Defining the documentation workflow within the squads, aiming to optimize the documentation production time. • Creating the structure and templates for different types of documents produced. • Reviewing the content produced by the TW team, conducting tests with the documentation to ensure accurate delivery to different consumer audiences. • Supporting operations, working with cross-functional teams to ensure that documentation deliveries meet the target audience's needs and quality standards. • Participating in all agile methodology ceremonies, such as dailies, weeklies, reviews, retrospectives, and operations review. • Responsible for disseminating release cycles, planning the best strategy for launching new versions, preparing release notes, and ensuring the flow of information to all areas. • Constantly gathering feedback from content-consuming areas such as Development, Pre-Sales, Commercial, Customer Success, and Delivery (Implementation). • Organizing content for the company's webinars, as well as post-event dissemination, making the information easily accessible to everyone. • Supporting the UX/UI team with ideas and bringing the end-user experience to product improvement. • Promoting and consolidating the documentation area among the Product chapters and other areas of the company.

São Paulo, Brazil

I worked in the product documentation area, being responsible for the creation of various types of materials for the Implementation, Development, and Support areas, such as user manuals, integration manuals, API references, internal specifications, release notes, and others. Among the other activities in the area:• Structuring and organizing content in the internal wiki;• Responsible for adding content to the company's documentation portal, created in markdown;• Creating and translating texts (user and technical) into English;• Teamwork using the agile methodology (scrum), with JIRA;• Managing user groups, documents, and processes using Confluence (workflows, templates, plugins, etc.); • Assisting in change management and directly working on tool updates;• Serving internal clients, seeking improvements in existing procedures to optimize deliveries;• Conducting research and interviews with internal users of the documentation to gather feedback and monitor the accuracy of the produced content.

São Paulo, Brazil

I joined Mercadocar with the mission of documenting all company processes, divided into operational and technical manuals (development documentation). I was also responsible for sending all internal communications from the IT department, informing clients about system improvements and fixes.Active participation with the Development and Quality team, working with the scrum methodology. Updating and monitoring the documentation page on the intranet. Tracking tickets and requests (request history) to manage client satisfaction with IT services, ongoing projects, support, etc.Creating graphic art in Photoshop for internal communications. Sending weekly and monthly newsletters about ongoing IT activities within the organization.Visiting Stores and the Distribution Center to map operational deviations and identify improvement opportunities. Transforming technical texts into documents understandable by system users. Preparing team presentations for management meetings and task planning.In this company, I used TFS for version control (Microsoft TFS - Team Foundation Server), basic SQL, the entire Office suite, and Photoshop.

São Paulo, Brazil

[Support in Family Business - Family-Owned Company] Daily cash flow control through bank statements and the corporate ERP system. Support to the financial and accounting area, checking invoices, issuing checks, and making entries in the banking system, payments related to human resources, such as payroll and benefits. Responsible for payment settlements, bank reconciliation, and preparation of documents for the accounting area. Daily monitoring of payments to be made and entries in online banking for release, as well as monitoring and collecting taxes. Relationship with banks, analysis of bank accounts, analysis of collections, and collection from clients by phone and email. Supplier service and filing. Assistance in attending audits and regulatory agencies. Daily feeding and consultation in the ERP system - Protheus. Intense contact with internal and external clients. Preparation of commercial proposals, issuance of invoices, control of the entire process of sending and delivering to the final customer (logistics). Total support to management. Provision of image digitization services outside the city of São Paulo as needed. Management of content available on the website, preparation of newsletters for offered products, and creation of content for social media.

I independently contributed to teams that required the timely creation of technical documentation.

São Paulo, Brazil

Responsible for the preparation and review of technical bulletins, release notes for market release. Preparation of workflows, project monitoring directly with the Development and Software Factory team. Development and review of documentation for ERPs Datasul, Logix, and Protheus, and the Fluig Platform (Online Help, Release Notes, Technical Documentation, Certification Exams, Training).

São Paulo, Brazil

Responsible for the preparation of technical and operational manuals for internal and external clients, release notes for version releases, release of packages and emergency hot-fixes, creation of informational bulletins for each system version release, informing about the improvements and corrections applied. Creation of artwork (in Photoshop) to send to clients with recommendations and instructions for version updates. Preparation of workflows, project monitoring directly with the Development and Software Factory team. Maintenance of the documentation portal website, with the creation of new buttons, new tabs, and dynamic information layouts. Assistance to the Quality team in testing the released correction/improvement packages, where it was necessary to simulate all situations in store sales operations and information transitions to the Financial, Fiscal, and Accounting module. The tests are conducted directly through the system (ERP) in parallel with SQL Server Management Studio R2. Familiarity with test scripts, use cases, and other routines pertinent to the software validation area. Participation and monitoring of new corporate projects, such as updates to the Electronic Invoice, NFC-e (new Government project for electronic invoices directly to the consumer), maintenance of intranet documentation for employees, participation in sprint meetings, among other activities pertinent to the area.

São Paulo, Brazil

Responsible for the administrative management of the Customer Support team, where I assisted the 120 analysts with administrative issues such as customer-billed service records, organization of schedules and shifts, medical certificates, payment and reimbursement of extra courses, monitoring of hours via timesheets, organization of taxi use in emergency situations, and event organization for the area. Direct support to the 2 general managers as well as direct contact with the 7 coordinators of each support cell. Purchase of airline tickets, hotel reservations, travel reimbursements, and meeting organization for these supervisors. Telephone support to external and internal customers, contact with suppliers for the purchase/exchange of goods, equipment, consumables. Direct contact with the commercial and customer relationship team, where I relayed information such as: status of service calls, any complaints about service, urgent calls, etc. Preparation of reports and spreadsheets for management with the status of completed, pending, and ongoing service calls. Quality control of customer service through the ombudsman. Assistance in answering the support call center when necessary, performing the first customer service, and collecting information such as passwords, databases, and the problem occurred through remote access. Daily contact with other departments of the company such as HR, Personnel Department, Shipping, and Reception as needed.

São Paulo, Brazil

Control of equipment check-in and check-out for maintenance, contact with internal and external customers, assistance to technical support analysts in scheduling service calls, reimbursement of expenses for professionals in this department via internal system; directly linked to the company's financial area. Purchase of tickets and hotel reservations for out-of-town service. Support and assistance to the department's management, especially in the preparation of monthly service spreadsheets and charts. Exchange of damaged devices and equipment directly with CISCO, reporting any issues and conducting tests via the Laboratory. Full control of the arrival of new machines and the return of damaged items to the responsible carriers.

São Paulo, Brazil

Responsible for managing technical support tickets, optimizing delivery times for equipment and parts with suppliers, monitoring the activities of a team of 6 specialists, and direct contact with the client (Editora Abril - T Systems do Brasil) to improve their satisfaction. Also responsible for creating monthly reports on service results, demonstrating statistics to the client, follow-up on service, and post-service satisfaction surveys. Assistance to management in standardizing internal processes and active participation in seeking alternatives to improve workflow, as it was a new project within the client at the time.

Information Systems, Information Systems Management

My first degree was from Universidade Bandeirante de São Paulo, which was acquired by Anhanguera Educacional.

Bachelor Of Pedagogy

Postgraduate Leadership And People Management