Jacob Wall Email & Phone Number

Moncton, New Brunswick, Canada

Work with cross-functional teams to create, update and deliver customer facing documentation for product releases, including release notes, known issues and install guides. Identify areas for improved standardization and efficiency, implementing and documenting solutions.• Improve efficiency in creating release notes and known issues documents by implementing a system to track documentation work in Jira sprints along side of development.• Facilitate collaboration and reduce duplication of effort and by moving documentation source to Git as a version control system.• Prepare newly hired technical writers by applying a hands-on approach to mentoring.

Waterloo, Ontario, Canada

Promoted to senior technical writer to recognize achievements. Increased usability by creating clear, step-by-step instructions aided by graphics. Collaborated with software engineers & subject matter experts to ensure accuracy. Implemented new software and procedures to reduce time spent on customer support by 25%.• Cut time for updating product documentation by over 50% by implementing a help authoring tool similar to MadCap Flare & Adobe Robohelp and setting up single-sourcing.• Enhanced accuracy, usability & access to technical documentation for clients & staff, reducing support calls by 25%.• Strengthened corporate image by developing and implementing style guides, applying consistency across all documentation.• Went over and above requirements to implement mentoring and coaching programs, reducing onboarding time by over 6 months.

Waterloo, Ontario

• See above for duties & achievements.

Linwood, On

Edited and published 100s of articles for technical, academic & business clients. Strengthened the impact of publications by editing & proofreading for accuracy and style.• Increased sales by adding SEO keywords and choosing strategic online publishing sites.• Designed online layout & style using HTML & CSS for blogs and web pages to provide a visually consistent message to clients.

Playa Del Carmen, Mexico

Edited over 1000 articles and wrote content for the company website, increasing online positioning and growing the company’s reputation. Executed online publishing strategy to generate leads, adding top SEO keywords and publishing in leading industry websites.• Translated technical concepts into clear & understandable instructions that clients could relate to, improving client success.• Interviewed real estate buyers and subject matter experts to motivate potential clients with real-life success stories.

Playa Del Carmen, Mexico

• Ensured students’ language acquisition by focusing on individual and group needs.• Maximized student success by applying corporate and international standards.• Accelerated learning by creating materials geared to clients’ needs.• Increased client retention by providing extra help to ensure client success.

Graduate, Non-Degree, Classical Studies, Comparative Literature

Bachelor Of Arts - Ba, Joint Honours - Classical Studies, German