Mal Silva Email & Phone Number

Dover, Nh, Us

Wilmington, Massachusetts, United States

Strategic design ownership within a single-threaded model, catering to design requirements across multiple business units on a global scale. With a focus on enhancing user experience, I collaborate seamlessly across diverse teams to ensure cohesive and innovative network design solutions for enterprise and multi enterprise problems. My expertise lies in aligning product visions with user needs, driving impactful design strategies, and fostering cross-functional partnerships to deliver… Show more Strategic design ownership within a single-threaded model, catering to design requirements across multiple business units on a global scale. With a focus on enhancing user experience, I collaborate seamlessly across diverse teams to ensure cohesive and innovative network design solutions for enterprise and multi enterprise problems. My expertise lies in aligning product visions with user needs, driving impactful design strategies, and fostering cross-functional partnerships to deliver exceptional user experiences at every touchpoint in the pharmaceutical supply chain. Show less

Wilmington, Massachusetts, United States

Composing the best in User Experience Professionals and Technical Communicators to enable simple supply chain solutions that solve large business problems, often using the new Opus Platform to deliver those solutions faster. The two primary dimensions of my role are tying UX and Technical Content to the company strategy while coaching and developing UX and Technical Writing managers to execute against that strategy. This requires continued development and scaling of Product Experience… Show more Composing the best in User Experience Professionals and Technical Communicators to enable simple supply chain solutions that solve large business problems, often using the new Opus Platform to deliver those solutions faster. The two primary dimensions of my role are tying UX and Technical Content to the company strategy while coaching and developing UX and Technical Writing managers to execute against that strategy. This requires continued development and scaling of Product Experience functions to meet ever-changing business and customer needs.The Product Experience teams support different business areas including the Opus Platform for low-code / no-code app building experiences and six different business units which solve supply chain challenges for various companies and their business users.Tracelink’s Product Experience team not only curates relevant design and content solutions, but they also design the tools those solutions are built with. Show less

Leader of TraceLink's user experience and technical writing teams, which support various business units and objectives. Responsible for providing strategic direction for this organization including User Research, User Interface Design, Interaction Design, Visual Design, Technical Documentation, and Content Strategy, specifically focusing on extensible design and micro-content. These efforts involve organizational restructuring, aligning each team to the company goals and multiple product… Show more Leader of TraceLink's user experience and technical writing teams, which support various business units and objectives. Responsible for providing strategic direction for this organization including User Research, User Interface Design, Interaction Design, Visual Design, Technical Documentation, and Content Strategy, specifically focusing on extensible design and micro-content. These efforts involve organizational restructuring, aligning each team to the company goals and multiple product roadmaps, and developing designers and writers with leadership potential to ready them for management roles.Direct a cross-functional team of 17 people (and growing). Duties include status and metrics reporting, people/performance management, resourcing/budgeting, R&D, and more. Show less

Lead and managed three rapidly growing technical documentation groups with various degrees of technical writing experience and one team of documentation leads. Drives content strategy and documentation design for internationally leveraged content with a strong focus on quality, consistency, and continuous improvement.Acting User Experience Design team Manager. Implemented the scrum framework as to immerse the team within the Product Management and Engineering processes while forging an… Show more Lead and managed three rapidly growing technical documentation groups with various degrees of technical writing experience and one team of documentation leads. Drives content strategy and documentation design for internationally leveraged content with a strong focus on quality, consistency, and continuous improvement.Acting User Experience Design team Manager. Implemented the scrum framework as to immerse the team within the Product Management and Engineering processes while forging an exciting new direction for the team for 2019 focused on design thinking, consistency, and increasing the team's output in terms of volume and quality. Reporting resulting metrics to leadership demonstrating the team's value and activity.My mission is to forge an engaged and productive team that maintains an impeccable on time delivery record. Show less

North Reading, Ma

Lead and manage a rapidly growing Technical Documentation group for one of the fastest growing startups in the state while also serving as the Chief "Generalist" of the team, with the ability to drive content and design strategy for all documentation types including Online Help to API Documentation. Please refer to the "Experience" section of my website (link below) for a full view of my current responsibilities and expertise including Leadership, Documentation, Content Management… Show more Lead and manage a rapidly growing Technical Documentation group for one of the fastest growing startups in the state while also serving as the Chief "Generalist" of the team, with the ability to drive content and design strategy for all documentation types including Online Help to API Documentation. Please refer to the "Experience" section of my website (link below) for a full view of my current responsibilities and expertise including Leadership, Documentation, Content Management, and Quality Control. Website URL: http://www.mallarysg.com/experience.html Show less

North Reading, Ma

• Serve as designated Application Programming Interface (API) documentation specialist.• Liaise with Product Management VP, map developers, and QA to extract asynchronous API and SOAP API requirements.• Creator of asynchronous and SOAP API Guides for Tracelink customer developers; available in both PDF and Online Help (HTML5) formats.• Establish team document styles and standards.• Construct and continually enhance API Guides' information architecture.• Work with fellow… Show more • Serve as designated Application Programming Interface (API) documentation specialist.• Liaise with Product Management VP, map developers, and QA to extract asynchronous API and SOAP API requirements.• Creator of asynchronous and SOAP API Guides for Tracelink customer developers; available in both PDF and Online Help (HTML5) formats.• Establish team document styles and standards.• Construct and continually enhance API Guides' information architecture.• Work with fellow Technical Writers to establish Technical Documentation team processes and procedures.• Establish Document Development Life Cycle (DDLC) from content development to distribution while aligning with Engineering’s Scrum methodology.• Maintain the Team Wiki to continually build and promote the sharing of internal knowledge. Show less

North Reading

• Authored internal and client-facing documents for technical and non-technical audiences.• Created user, reference, installation, administration, API, repair, and troubleshooting documentation for print and web-based publication.• Edited team deliverables ensuring grammatical accuracy and regulatory compliance.• Authored and update regulatory compliant maintenance, hardware, and safety documentation.• Managed team's project roadmap, organized team metrics and reported data to… Show more • Authored internal and client-facing documents for technical and non-technical audiences.• Created user, reference, installation, administration, API, repair, and troubleshooting documentation for print and web-based publication.• Edited team deliverables ensuring grammatical accuracy and regulatory compliance.• Authored and update regulatory compliant maintenance, hardware, and safety documentation.• Managed team's project roadmap, organized team metrics and reported data to senior management.• Created and edited graphics for use in print and online documentation.• Supported Technical Publications team by performing peer reviews of documentation.• Designed and implemented internal and client-facing knowledge base. • Prioritized tasks to accomplish critical goals within time sensitive schedules.• Designed and administered team repositories including Jira, SharePoint and Wiki.• Served as Support Manager backup as well as Technical Project Manager backup during peak season.• Created project management processes and standards streamlining cross-functional communication and project tracking.Notable Projects:• Implemented and streamlined numerous process improvements cross-functionally by the utilization of existing department resources.• Updated Release Notes style and template to increase information's consumability while offering a "fresher" document aesthetic.• Established supporting process documentation to increase productivity and streamline cross-functional requests (e.g. how to request a document/task, project prioritization standards, review process).• Implemented Knowledge Base solution for Support team. Show less

North Reading, Ma

Contractor Responsibilities: • Designed and developed accurate and complete documentation, such as detailed internal reference and customer-facing deployment and marketing content while managing projects and tracking deadlines.• Managed and monitored the technical review of each deliverable, taking proactive steps when necessary and re-prioritizing projects as needed.• Liaised with subject matter experts, such as developers and engineers, to generate penetrating questions and… Show more Contractor Responsibilities: • Designed and developed accurate and complete documentation, such as detailed internal reference and customer-facing deployment and marketing content while managing projects and tracking deadlines.• Managed and monitored the technical review of each deliverable, taking proactive steps when necessary and re-prioritizing projects as needed.• Liaised with subject matter experts, such as developers and engineers, to generate penetrating questions and solutions.Notable Projects:• Targeted inefficiencies in release documentation processes and successfully implemented solution.• Established meeting minutes/agenda templates and correlating process for team meetings.• Redesigned and maintained team's SharePoint page separating repositories and team-specific information to increase the resource's consumability. Show less

Ipswich, Ma

• Managed all customer/Sales communications during EBSCO Discovery Services (EDS) account setup supporting Sales operations.• Coordinated responses to support questions from customers/sales for product set-ups.• Managed the EDS implementation workflow, ensuring customer set-ups remained on-time, while addressing any issues that interfered with a timely completion, escalating issues when necessary.• Assisted with coordinating customer-training needs during EDS set-up – partnering… Show more • Managed all customer/Sales communications during EBSCO Discovery Services (EDS) account setup supporting Sales operations.• Coordinated responses to support questions from customers/sales for product set-ups.• Managed the EDS implementation workflow, ensuring customer set-ups remained on-time, while addressing any issues that interfered with a timely completion, escalating issues when necessary.• Assisted with coordinating customer-training needs during EDS set-up – partnering with the Customer Success team to provide training.• Maintained documentation on Catalog support processes, including internal and external FAQ’s as needed.• Responded to all customer queries within 24 hours and documented all communications in NetCRM.• Provided training to colleagues and helped develop DSC program.• Assisted in other Customer Relations teamwork when necessary. Show less

Ipswich, Ma

• Implemented technical and service related solutions in a timely and efficient manner via telephone, email, or online while ensuring follow-up procedures. • Acted as a liaison between customers and internal groups as necessary while ensuring all communication and activities were documented.• Served as project lead for implementing internal training media-based documentation.• Worked on Customer Relations projects as necessary.• Prioritized tasks in a fast paced… Show more • Implemented technical and service related solutions in a timely and efficient manner via telephone, email, or online while ensuring follow-up procedures. • Acted as a liaison between customers and internal groups as necessary while ensuring all communication and activities were documented.• Served as project lead for implementing internal training media-based documentation.• Worked on Customer Relations projects as necessary.• Prioritized tasks in a fast paced environment.• Demonstrated deep understanding of the technical environment, products serviced, systems used and clients’ needs. • Advocated on behalf of the clients for issues, enhancements, and defects.• Made proactive contact with non-target clients regarding feature utilization. Show less

Ma, History, Summa Cum Laude

Activities and Societies: American Historical Association, Phi Alpha Theta, Phi Kappa Phi Graduated with distinction by engaging.

Ba, History, Summa Cum Laude

Activities and Societies: American Historical Association, Phi Alpha Theta, Phi Kappa Phi Program required extensive research and writing..

Associates, Liberal Arts, Summa Cum Laude

Rank 2Nd Kyu Brown Belt, Okinawan Shorei-Ryu Karate

Activities and Societies: Most recent promotion was October 4, 2014 to 2nd kyu Brown Belt. Assist in instructing children and adults.