John M. Email & Phone Number

India

• As Staff Technical Writer, I embraced the opportunity to take up new and more complex developer documentation.
• Addressed 80% of the most pressing questions from our client library users by revamping the GitHub readmes.
• Led the project to define performance metrics for product documentation.
• Provided succinct naming for all new public API specifications.
• Helped new users onboard complex APIs by writing developer guides that received much appreciation.
• Improved API reference scalability, readability, and accuracy by working with multiple stakeholders and revamping its information architecture and navigation.

India

• Two-time winner of the “Chargebee Value Champion” award for “Curiosity”.
• Reduced support tickets by introducing the first quickstart for the APIs and publishing a developer tutorial.
• Collaborated and held together a project that improved publishing time by 99% and speed of authoring by 50%, among other improvements.
• Solved significant shortcomings in API documentation software by writing and prioritizing feature requirements.
• Improved API docs publishing speed by improving cross-functional processes.
• Improved new writer competence and efficiency by conducting training sessions on API documentation and maintaining the tech writing process handbook.

India

• Participate actively in product reviews and suggest changes to design and UX copy.
• Conceptualize, compose and publish a large user documentation set for a major product wing.
• Author/edit/publish clear, technically accurate, and comprehensive user documentation.

Bengaluru Area, India

• Firmware development in C for an Internet-of-Things architecture.
• Creating key technical documentation:○ API references and guides to help on-board new developers faster.○ Authoring and publishing pictorial product-assembly and on-site installation how-to’s.
• Installation, monitoring and debugging of product hardware at client sites.
• Working closely with client personnel to ensure smooth operations of on-site product installations.
• Assembling various prototypes for rigorous lab testing.
• Working with an energy meter vendor:○ Designing the specification for a serial interface between meter and wireless communication module.○ Testing the interface under different use cases.○ Organizing delivery logistics.

Bengaluru Area, India

* Stellar work as a subject-matter expert for troubleshooting Windows/Mac workstations in SOHO environments for US customers.* Identifying documentation errors in the support knowledge base and submitting changes.* Handling critical customer escalations and ensuring smooth resolution.* Assessing and mentoring junior associates.

Cochin Area, India

* Position held with a global leader in enterprise/consumer anti-malware software.* Regular monitoring of support calls to assess adherence to world-class communication standards.* Recognized for mentoring executives one-on-one towards acing support calls.* Discovering training needs and designing training material meeting company standards.* Certified for.

Cochin Area, India

* Award-winning performance for phone/chat technical support.* Serving global customers for an industry-leading anti-malware software giant and a US-based ISP.* Counted-on as a key contributor in a fledgling team to surpass team metrics.