Fran Coughlin Email & Phone Number

Cambridge, Massachusetts, United States

Domain expert, collaborator, and leader on broad and complex initiatives in technical documentation. Responsibilities include:- Providing thought-leadership to management and the team in the design and implementation of technical documentation solutions.- Refining team processes and building cohesion within the team.- Identifying projects with high customer impact, and creating detailed project plans.

- Collaborated with other information architects and writers to develop the presentation, organization, navigation, and interaction design for EDB documentation.- Led content improvement project for EDB Postgres Advanced Server (EPAS). Project included a complete analysis and restructuring of the EPAS content.- Planned, wrote, and maintained technical content for CLI developer documentation and API reference content for EDB’s BigAnimal DBaaS database platform.

- Lead technical writing team; responsible for development of content model, writing processes, and the long-term vision of the group. - Technical lead for writing team.- Serve as "go-to" person for dealing with customer-related documentation issues.- Act as mentor to junior staff.

Cambridge, Massachusetts

Plan, write, and maintain technical content for Cambridge Mobile Telematics products, including SDK developer documentation and REST API reference content. Responsible for leading technical writing team members in project planning, sprint planning, and content structure and development.

Lexington, Massachusetts

• Collaborated with other information architects and writers to develop the presentation, organization, navigation, and interaction design for the Cloud Lifecycle Management and BladeLogic Automation Suite on premise products and the SecOps Policy (compliance) and Response Services (security) SaaS offerings.• Improved customer satisfaction by restructuring content - Led restructuring of BladeLogic Automation Suite content, contributing to large increase in customer satisfaction ratings for the documentation (80% positive). Enlisted support from Support, Development, QA, and field engineers to develop restructure plan.• Used combination of Atlassian Confluence and Scroll Versions from K15t Software to develop single-sourced, wiki-based documentation for the CLM and BSA products.• Served as "go-to" person for dealing with customer-related documentation issues. • Increased ability to react to customer issues - Led effort to reduce backlog of customer comments for both Cloud Lifecycle Management and BladeLogic Automation Suite products. Developed process and led implementation. Backlog for Cloud Lifecycle Management was reduced from over 300 to single digits within two months. BladeLogic Automation Suite backlog was reduced from over 150 to under five within two months. This effort increased customer satisfaction and enabled writers to respond quickly and efficiently to customer issues.• Worked with small, geographically distributed teams using Agile-based methodologies, and also large, cross-functional teams in a traditional waterfall development environment.• Part of team that worked on the Cloud Lifecycle Management documentation, which was named an example of “beautiful technical documentation” in a blog by K15t Software posted on the Atlassian web site: https://www.atlassian.com/blog/add-ons/5-real-life-examples-beautiful-technical-documentation.

Boston, Massachusetts, United States

Taught technical writing course in both the certificate program and the Masters program. - Taught "Introduction to Technical Writing" the certificate program.- Taught both "Principles of Technical Writing" and "Advanced Software Writing" in the Masters program.

• Researched and wrote customization, administration, and user guides targeted to mainframe applications programmers.• Moderated code review meetings and documentation reviews.• Assisted Quality Assurance team with testing new functionality, opened defects, and provided feedback for user interface.

Researched and wrote customization, administration, and diagnosis guides targeted to mainframe database applications programmers.