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.