Nicholas Hess Email & Phone Number

• Manages and mentors a team of three writers, delegating tasks effectively to meet deadlines and ensure high-quality technical content.
• Directs the creation and implementation of 200+ in-app messages using Pendo, resulting in increased end-user interaction and product utilization.
• Collaborates with project stakeholders to assess documentation resource requirements and provide estimations of completion time-frames.
• Leads weekly cross-departmental meetings to ensure successful product releases, represents any documentation or education needs, and delivers reporting findings.

Greater Pittsburgh Area

• Published communication content such as in-app messaging, product release notes, UI/UX, and content reviews
• Led the migration effort for 5000 articles of documentation
• Completed ConnectWise Core Leaders program, a 12-month intensive leadership course

Greater Pittsburgh Area

• Designed and developed documentation deliverables to support cross-functional monthly releases
• Handled troubleshooting and resolved ticket submissions for internal teams and customers
• Awarded 2022 CEO/Company recognition of success for excellence in documentation delivery
• Responsible for and documented over 60 product releases including release notes and all supporting documentation.

Greater Pittsburgh Area

• Built web help content using programs such as MadCap Flare and Oxygen Author to create and edit documentation and any other content needed for customers or training
• Led the writing efforts for 10+ software releases, which included: interactive online help, release notes, implementation guides, training documentation, and security manuals
• Responsible for the conversion and streamlining of all Hardware documentation from pdf to interactive help
• Managed the translation of 18,000+ documents, facilitating global product accessibility and market expansion
• Tested and implemented a peer review system to be used by other technical writers

New Bremen, OH

• Provided technical content and illustrations using programs such as Framemaker to create and edit documentation manuals and any other creative content needed across departments.
• Created and tested new XML content using Oxygen XML editor and a content management system
• Utilized existing guidelines, templates, and style guides to edit content produced by 10 writers.
• Collaborated with vendors to consolidate four separate programs into a single workflow, boosting day-to-day efficiency by 50%.

• Developed and led a training program using cutting-edge technology to educate students on professionalism and prepare them for real-world scenarios.
• Utilized Camtasia and Adobe Premiere Pro to produce instructional videos showcasing software processes, leading to a more streamlined learning experience for students.

• Managed the successful completion of several projects, including a plan for audits of a material test lab, driving a boost in productivity and quality.
• Improved efficiency by providing over 50 highly detailed catalogs of quality assurance data.
• Edited and rewrote documents to make them more user-friendly while preserving the previous style.