● Identify products and services that support engineering and SRE team needs; perform detailed evaluations of various Kubernetes-related solutions and tools; communicate with industry experts, vendors, and stakeholders to gather comprehensive product information.● Compile and analyze data from multiple sources to create informative reports and recommendations; present research findings and analysis to internal teams and stakeholders to inform decision-making.● Write, edit, and maintain technical documentation, manuals, and user guides for selected products and services; collaborate closely with product development and engineering to ensure technical accuracy, clarity, and adherence to standards and best practices.● Develop content strategies and create high-quality technical content for internal use and knowledge sharing.

● Delivered comprehensive SOC 1 and SOC 2 compliance guidance and documentation for a FinTech startup, significantly reducing audit preparation time within aggressive timelines while ensuring strict adherence to Trust Services Criteria.● Oversaw the creation, writing, and editing of policies, processes, and procedures that support controls for Mica's advanced payment rail system.● Worked closely with executives, engineers, project managers, and operations teams through interviews and working sessions to develop accurate and standardized support materials.● Coordinated with Ernst and Young auditors to identify compliance requirements and successfully navigated a pre-assessment audit.● Improved developer comprehension and implementation of the Mica platform by producing well-structured and comprehensive API documentation.

● Authored SOC 2 compliance policies and procedures; led cross-departmental SOC 2 initiatives, ensuring alignment and adherence across the organization.● Chaired the Engineering Roundtable (ERT) and Committee; established robust communication channels and assessed educational needs of engineers at all levels, from junior to senior.● Forged partnership with Marketing/Content Managers and Engineering teams to generate high-impact content for technical recruitment; edited and ghost-wrote blog posts, drafted summaries for strategic materials, analyzed and compiled rent reports.● Honored with quarterly leadership award for consistently surpassing expectations and demonstrating exceptional commitment to organizational goals.

Documented:● Incident Response Runbooks and template changes in ServiceNow (30+ production-level services to support Tier 1, 2 during P1-P3)● Custom Slack App Creation Guide (for internal and external use)● Service Creation Process Docs (in ServiceNow for CMDB)● Restructured Major Incident Management Playbook (transferred to Confluence)● Updated PagerDuty Procedures

Created/Reviewed/Edited/Restructured:● Self-service New Hire Onboarding Curriculum​ (for Developers and BSAs)● Quickstarts​ (Developer Environment Setup, Salesforce Flosum CI/CD, Search Tools, CAB Process, Firefighter Access Request, ServiceNow FAQ)● User Guides & Best Practices​ (Apex Coding Standards, Salesforce Development Flow & Guidelines)● Document Maintenance Process

Wrote external audience docs:● APIs and SDKs Developer Guides● Application User Guides (Venue Intelligence, Shopper Profile, Transaction Reports for Live Receipts, Parking, Shopper Support, Location, and OneMarket Portal for Admins)● Tutorials and Onboarding docsWrote Internal docs:● Support Guides for Engineers (75%), DevOps (20%) and Others (5%) including Git Flow Process and Technology Stack Upgrades● Quick Starts, Diagrams, Process Flows, Governance Updates, Policies, Runbook Creation/Updates, IT, Security, and other Companywide Policies, SOPs, White Papers, and Glossaries, Technical MarCom docsPerformed:● Document consolidation (Governance, Engineering, DevOps, and IT Runbooks into one site)● QA/Testing of product portals● Support requests/incidents after losing 50% of DevOps team● Revamp of support portal strategies with IT Director, as well as other stakeholders (e.g., Product, Onboarding) using ITIL as a base

Managed/documented:● Application/Service Runbooks and template creation● Governance documentation (V1) including standards for language and naming, platform creation, and SLAs● Platform migration play-by-plays● Operational runbooks for internal services● IT and Project Management communications for interoffice move● How-to guides/knowledge base articles for internal self-service

Created technical docs for:● External Audiences (end-user docs, tutorials, B2B and B2C projects)● Internal processes and procedures (how-tos)● Managed 10+ accounts, stakeholders, project teams, and timelines

Managed:● IT requests/maintenance (Macs, PCs, FCP, AVID, mobile devices)● End-to-end recovery/rebuild of legacy DB● Resources, staff, and equipment (20+ in-studio and on-location video shoots)

Created:● External how-to guides, client video tutorials ● Governance documentation● Presentations, charts, graphs, white papers● Fact and quarterly strategy sheets (60+), articles, commentaries

Developed:● Deliverables and technical manuals ● Curriculum for monthly classes● Relations with 100+ consultants● Fact sheets, initiatives, reports, conference materials, presentations