Mario R. Email & Phone Number

Lower Sackville, Nova Scotia, Canada

Halifax, Nova Scotia, Canada

• Lead writer for three concurrent products (XMFax, RightFax, and Fax2Mail), I managed all planning and execution of content creation and deliverables.
• I documented Administrator guides, User guides, API reference guides, and regulatory compliance guides.
• I wrote and reviewed UI strings.
• I created the icon set for the Product Information homepage and all related pages.
• I contributed to additional team projects for Accessibility and the Best Practices Guide for writers at OpenText.
• I planned and executed the migration (MadCap Flare to Structured XML) of over 35 documents.

Vancouver, British Columbia, Canada

• Operated as lead writer for the VVX documentation, managing all planning and execution of content creation and deliverables.
• Updated and published release notes, administrator guides, user guides, API reference guides, and regulatory guides for software and hardware products.
• I tested the REST APIs using Postman and updated the REST API Reference Guide and internal documentation.
• Worked with a cross-functional team of local and remote subject matter experts (system and sales engineers; product, QA, and support engineers; program and product managers).
• Wrote and reviewed strings for the user interface and system web interface. I used Figma for collaboration.

Bangalore

• I developed and managed documentation for administrators and users of Aruba Network's SD-WAN and Virtual Gateway (VGW) products which are hosted on Amazon AWS and Microsoft Azure.
• I used the digital adoption software Walkme to develop an onboarding experience to help users familiarize themselves with the enhanced user interface of Aruba Central.
• I performed UI tests, reviewed the UI strings in Invision and tracked them on Jira.
• I created and distributed Release Notes for every major and minor software release.
• I edited whitepapers which involved working closely with SMEs to ensure that the papers followed the documentation standards.

Bengaluru Area, India

• Writes, edits, and proofs hardcopy and online documents for consistency. Examples: reference documents for hardware and software products, code, user interface tests, white papers, Application Program Interface, and.
• Ensures all deliverables are technically and mechanically accurate.
• Collaborates with department team members, engineering, marketing, services, legal, regulatory and others to develop content for standard documentation sets, software and special initiatives in-line with the.
• Creates and manages document schedules, content management, and information architecture.
• Defines processes for content modification, content globalization, content sensitivity, content accessibility / disability (508).
• Maintains content, tools, application access, account administration, and workflow administration.

Bangalore

• Responsibilities:
• Driving warranty cost metrics Repeat Dispatch Rate (RDR) and Parts Per Dispatch (PPD) at the departmental level.
• Performing deep dives and root cause analysis of repeat visits
• Assisting enterprise field engineers in consultations, issue diagnosis and resolution for either technical or service-related issues.
• Educating field engineers within procedural guidelines ensuring a solution for the technical or service concerns.
• Monitoring issues to ensure accurate resolution while focusing on reducing costs associated with repeat calls.

Bangalore

• Providing telephone and email diagnostic technical support for Dell PowerEdge servers in the North American and EMEA regions.
• Answering questions about installation, operation, configuration, customization, and performance tweaking for Dell PowerEdge servers.
• Responding to technical problems related to either hardware or software using diagnosis tools and providing resolution for technical and service issues.
• Troubleshooting using internal standards and tools to identify products that are defective and follow guidelines in issuing service calls.
• Using an internal matrix I escalated complex customer technical issues to senior-level support.

Bengaluru Area, India

• Recruitment and training of new members for the team.
• Recommending, installing, and maintaining hardware, software, and security applications.
• Ensuring that the team met the performance delivery as per the service level agreements.