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. ● Solved frequently reported issues in API documentation by providing product requirements for new docs features and coordinating their development and release.● Mentored new and experienced writers in making their content more readable and relevant.

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.● Improved API design quality by creating a review process for all upcoming APIs.● Contributed technical edits to the Chargebee Engineering blog.● Collaborated on the style guide to be used by the company for all its user-facing docs.

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 delivery skills and learning methods in classroom training.* Delivering classroom training sessions.* Member of core design team for automatic chat response scripts.* Leader of content development for advanced troubleshooting methods.

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.