Kyle Gilbert, Csm Email & Phone Number

Los Angeles, California, Us

- Manage a growing team of Content Designers across North America working on multiple verticals and initiatives across Lightspeed.- Responsible for coaching, supporting, and working with Content Designers in collaborating across Product and Design efforts including UX content, UXR, and Technical Documentation for multiple Lightspeed product offerings. - Responsible for customer-facing content within the platform to deliver notifications to end users about new features, marketing campaigns, and guided walkthroughs. - Collaborate with Product and Design to create a process that put our team as the point of contact and creators for all in-app/UX copy and error messaging content. - Lead Product Documentation and Design sprint ceremonies, including grooming, planning, and retrospectives. - Perform mid-year and annual reviews of individual Content Designer accomplishments, points of improvement, and career guidance and development.

Los Angeles, California, Us

- Manage a growing team of Technical Writers in creating NuORDER (B2B) user-facing, internal, and in-product documentation and content across our Brand and Retail platforms.- Create new processes for the Technical Documentation team, including starting and leading sprints and the associated scrum ceremonies, implementing a structured review process across the company, and creating, organizing, and prioritizing an extensive backlog of documentation requests and tasks. - Implemented Google Analytics into our knowledgebase, and used that reporting data to improve high-traffic help content and analyzing a/b testing metrics, ultimately helping our users better understand our product. Led the effort in completely redesigning our Brand knowledgebase, including organizing the information architecture, improving article content, and using CSS, Javascript, and HTML to revamp the overall look and feel.

Charleston, South Carolina, Us

- Sole Technical Writer across nine development teams, responsible for creating all documentation for the Blackbaud Grantmaking product and transitioning the product from a classic, database view to a modern, single-page application.- Created a Getting Started template with multiple page layouts, text resizing, and pagination for new Blackbaud Grantmaking customers.- Created product release videos for both Workflow Designer and Blackbaud Grantmaking. The Grantmaking SKY video I created was revealed for the first time to over 20,000 attendees at our annual company conference, BBCON. - Part of a team that designed, created, and tested Blackbaud Auctions, a standalone silent auction product that allows you to register, bid, and donate on auction items from a mobile phone (via text) or browser. - Helped create and run the Flare Council, a select group of individuals knowledgeable enough about MadCap Flare to help the rest of the 24-person team with any encountered issues, including source control and resolving merge conflicts. - Conduct documentation and feature planning tasks, including preparing product roadmaps, defining audiences, performing task analysis, and establishing project schedules.- Collaborate with product owners, product managers, and other Subject Matter Experts (SMEs) for product knowledge and documentation needs.

Austin, Tx, Us

- Team lead for all end-user documentation for the Consumer, Business, and Corporate Banking products, including talking points, user guides, quick start guides, feature breakdowns, and online help.- Utilize MadCap Flare, a single-source content management tool, to completely overhaul our end user online help for the Consumer, Business, and Corporate Banking products. This included my design, format, and functionality built through HTML5 and CSS.- Interview product owners, project managers, software developers, and trainers in order to research, write, and edit end-user product documentation for our Consumer, Business, Corporate Lite, and Corporate Banking products.- Manage and maintain all product documentation in our internal knowledge base (KB) in SharePoint, and our external KB/client portal in Salesforce.- Create and manage reuse content in the form of topics, targets, and TOCs in MadCap Flare.- Create and maintain our onboarding process for new hires, software installation troubleshooting, tips and tricks for Flare, and our cumulative style guide in OneNote.- Conduct documentation and feature planning tasks, including preparing product roadmaps, defining audiences, performing task analysis, and establishing project schedules.

Houston, Texas, Us

- Researched, developed, and maintained technical content of operator manuals for multiple oilfield software products.- Worked as a part of Engineering Services for Dynamic Drilling Solutions (DDS) to create and maintain internal and external product line information and technical and functional specifications of NOV’s systems and their components.- Managed our internal KB for product documentation in SharePoint, and created and managed internal processes and procedures in Confluence.

Cedar Park, Tx, Us

- Worked with Operations and Production teams to create and update internal procedure documents (i.e. build, QA checks, and repair instructions).- Collaborated with mechanical and electrical engineers in creating in-house and field training documentation for seven different oilfield tools.- Wrote documentation and help guides for the Tolteq customer wiki and KB.

Frederick, Md, Us

- Worked with Port Hueneme Depot (PHD) and Standard Data Analyst Team (SDAT) to implement changes and updates to the Interactive Support System (ISS), Maintenance and Fault Isolation Manual (M&FIM), and web-based content.- Researched, created, edited, and maintained interactive and web-based content in HTML and DITA XML for the ISS, the online help software for the Tactical Tomahawk Weapons Control System (TTWCS) using agile methodologies.