Eric Akin Email & Phone Number

Remote Office, Ca

Remote Office, Ca

Developed documentation for cloud connectivity solutions. Contributed to a wide range of deliverables including administrator guides, context-sensitive user help, knowledge base articles, and marketing papers. Implemented authoring platform with MkDocs to integrate with the GitLab engineering environment. Completely redesigned the API documentation using a Postman collection. Managed a small team of writers.

Remote Office, Ca

Developed complex, technical documentation for the SteelHead and SteelConnect product teams. Wrote a guide to provide advanced configuration and conceptual information about the deployment of SteelConnect SD-WAN topologies. Wrote chapters describing Amazon Web Services (AWS) and Microsoft Azure integration with SteelConnect. Updated suite of SteelHead WAN optimization documentation for multiple releases, including guides for installation, administration, CLI, and deployment. Developed solutions… Show more Developed complex, technical documentation for the SteelHead and SteelConnect product teams. Wrote a guide to provide advanced configuration and conceptual information about the deployment of SteelConnect SD-WAN topologies. Wrote chapters describing Amazon Web Services (AWS) and Microsoft Azure integration with SteelConnect. Updated suite of SteelHead WAN optimization documentation for multiple releases, including guides for installation, administration, CLI, and deployment. Developed solutions for release notes, improving process and usability. Assisted with tools and template development and mentored other writers. Show less

California

Technical writing and management consulting. Projects include cloud administration documentation (AWS and Azure), hardware illustrations, open-source licensing, and annual focal reviews.

San Francisco Bay Area

Managed writers and a graphic artist for the SteelHead, SteelFusion, and SteelConnect product teams. Responsible for documentation strategy, people development, publishing tools, and project management. Managed documentation translation as well as print and web publication. Balanced management responsibilities with technical writing and developed networking administration, virtualization, and hardware documentation for Riverbed appliances.DIRECTOR (July 2015 - May… Show more Managed writers and a graphic artist for the SteelHead, SteelFusion, and SteelConnect product teams. Responsible for documentation strategy, people development, publishing tools, and project management. Managed documentation translation as well as print and web publication. Balanced management responsibilities with technical writing and developed networking administration, virtualization, and hardware documentation for Riverbed appliances.DIRECTOR (July 2015 - May 2017)MANAGER (June 2012 - June 2015)LEAD WRITER (January 2012 - June 2012) Show less

Served as a principal writer in the support organization. Created a variety of technical documentation, collateral, and training materials. Developed and maintained the knowledge base, writing and editing hundreds of articles to record and answer solutions to frequent customer questions. Documented the support policies and procedures. Created a troubleshooting guide, describing how to approach and solve the most common problems with Riverbed deployments and networks. Created customer surveys… Show more Served as a principal writer in the support organization. Created a variety of technical documentation, collateral, and training materials. Developed and maintained the knowledge base, writing and editing hundreds of articles to record and answer solutions to frequent customer questions. Documented the support policies and procedures. Created a troubleshooting guide, describing how to approach and solve the most common problems with Riverbed deployments and networks. Created customer surveys, hardware training videos, and product alerts. Trained in Knowledge Centered Support (KCS) and initiated team migration to capture and publish team knowledge more efficiently and improve the content and processes.Defined, designed, and developed the Riverbed support web site that includes software and documentation downloads, an extensive knowledge base, troubleshooting tools, and account management. Managed the web product life cycle, from identifying needs and collecting requirements through development, testing, and release. Continually updated the site contents and solved customer issues. Managed web developers and content providers. Identified emerging technologies and trends to enhance the online support experience. Available 24 hours a day to address critical issues and escalations.Developed tools and processes to improve and standardize the troubleshooting approach for support engineers and to streamline and to scale case management. Customized Salesforce to best handle the knowledge base and customer information.Compiled and presented evidence of best practices during an on-site audit for unassisted support to help Riverbed achieve certification in the J.D. Power and Associates Certified Technology Service and Support (CTSS) Program. Show less

Developed online help for the Internet Solutions team, including developer documentation for GIS web services, user help for the ArcWeb Toolbar and web tools, object models and API descriptions, a localization kit, and a detailed description of the network architecture. Contributed to styles, user interface design, quality assurance, marketing materials, and team direction. Managed the web site and interface development for the ArcWeb Services 2006 release.

Established the Scale Eight documentation department, providing technical and marketing writing, editorial direction, and graphic support for a small data storage company that deployed a global storage service and a Network Attached Storage (NAS) solution. Worked effectively with engineering, operations, product management, and marketing to produce a wide range of publications including user guides, quick reference cards, collateral material, support documentation, business plans, analyst… Show more Established the Scale Eight documentation department, providing technical and marketing writing, editorial direction, and graphic support for a small data storage company that deployed a global storage service and a Network Attached Storage (NAS) solution. Worked effectively with engineering, operations, product management, and marketing to produce a wide range of publications including user guides, quick reference cards, collateral material, support documentation, business plans, analyst presentations, white papers, and operational procedures. Developed writing style, document format, and graphic direction for all aspects of the company. Managed a small team that included technical writers, an artist, and an editor. Show less

Established the documentation department for @Home Network (which became Excite@Home), a high-speed Internet access and content provider. Defined styles, standards, and terminology. Developed the department to include 17 writers and an editor and managed their development and work. Worked with other departments to define, manage, and deliver quality developer, administrator, and end-user documentation.Maintained knowledge of current trends and technologies in the technical publications… Show more Established the documentation department for @Home Network (which became Excite@Home), a high-speed Internet access and content provider. Defined styles, standards, and terminology. Developed the department to include 17 writers and an editor and managed their development and work. Worked with other departments to define, manage, and deliver quality developer, administrator, and end-user documentation.Maintained knowledge of current trends and technologies in the technical publications field and provided leadership in identifying long-term technical publications strategies and goals. Contributed to writing projects, creating online and printed documentation. Developed online help for subscribers using HTML and JavaScript, created web sites for beta products and development partners, and developed an online support area. Designed interfaces for the online account management area. Created printed manuals for network configuration and software installation. Show less

Developed and managed FTP Software's West Coast documentation department and created a suite of server documentation. My team designed and wrote documentation for users and administrators of networking software. Worked with engineers and quality assurance testers to develop and describe a server product and networking applications. Responsible for schedules, organization, art, and production of books. Created Windows online help and developed books for an online viewer. Contributed to user… Show more Developed and managed FTP Software's West Coast documentation department and created a suite of server documentation. My team designed and wrote documentation for users and administrators of networking software. Worked with engineers and quality assurance testers to develop and describe a server product and networking applications. Responsible for schedules, organization, art, and production of books. Created Windows online help and developed books for an online viewer. Contributed to user interface design and application testing. Worked closely with writers, editors, and managers at company headquarters in Massachusetts. Show less

Worked closely with software engineers, development system testers, artists, editors, and a production team. Designed manual suites, wrote sample programs, tutorials, and reference material, and created art sketches. Major projects:- wrote a guide to help developers port applications to A/UX, Apple’s UNIX operating system- developed two programming languages and tools books describing the A/UX development environment- wrote a guide for the developer interface of Apple’s… Show more Worked closely with software engineers, development system testers, artists, editors, and a production team. Designed manual suites, wrote sample programs, tutorials, and reference material, and created art sketches. Major projects:- wrote a guide to help developers port applications to A/UX, Apple’s UNIX operating system- developed two programming languages and tools books describing the A/UX development environment- wrote a guide for the developer interface of Apple’s network management product, MacSNMP- wrote a user guide for an AppleShare server and database- updated and produced five reference manuals for A/UX that describe the available commands- helped develop a production database to facilitate writing and testing manuals and to produce camera-ready final books. Automated the production process by creating UNIX shell scripts to perform production tasks. Show less