Alan Bowman Email & Phone Number

Greater Atlanta Area

Lead Technical Writer for an enterprise B2B SaaS company that provides intelligent automation solutions for customer service teams. I manage and lead the entire information development workflow through all phases of the documentation development lifecycle. I maintain our online help, including product and application release notes, documentation for new features and enhancements, and use cases. I also create system integration documentation delivered as part of the pre-sales and customer onboarding process. I'm on the Product Management team, and work alongside the product managers to understand new use cases and features so that I can create documentation that allows our customers to quickly achieve time to value. This requires me to frequently collaborate with teams across the organization, including Customer Learning Services, Customer Success, Technical Support, QA, and Engineering. Accomplishments:• Implemented a repeatable process to track and manage all work for the release notes and feature enhancements for new versions of both the Intradiem platform and our desktop application. • Set up a Git workflow for managing documentation sources in order to accommodate documentation update workflows outside of the main product release cycle. • Helped to implement an internal system to track requests for content updates to our online help. • Led the project to migrate our existing online documentation to a more modern platform, with improved information architecture and design.

Remote

Contract Technical Writer brought in to help the company create the policies and procedures documentation required for the AWS Partner Network audit, and to make updates and changes to existing documentation already generated for the audit process. • Created the documentation project plan based on the AWS Partner Network audit checklist. • Set formatting and document design standards for all generated documentation.• Worked with management and SMEs to fully understand how the company services fit with the AWS requirements.• Managed documentation production and location, including updating the project plan as items were in production or completed.• Reviewed, edited, and finalized content produced by SMEs for the policy and procedure documentation.

Greater Atlanta Area

Technical writer, software tester / QA, and customer advocate for a small web hosting company focusing on cloud-based solutions for applications developers and small to medium-sized businesses. • Technical Writer: created and maintained all customer-facing user guides and product release notes, internal technical guides for the support and network admin teams, and worked directly with the development team to test and QA new products and services prior to launch. Most of my user guides and release notes came from information compiled during the testing / QA process. • Customer Advocate: worked directly with the sales, marketing, and admin teams to solicit and review customer and staff feedback on products and services, and then provided suggestions ranging from website copy updates to business process changes. • Accomplishments: helped to spearhead the company's move from an ad-hoc project management system to a more formal approach using Confluence and Jira. Also helped the company standardize on Git for version control, and standardized an end-to-end process for creating and maintaining all technical documentation.

Greater Atlanta Area

Hardware and operating system technical support for an orthodontic office practice management software system (scheduling, billing, patient records) running on SCO UNIX. Also main point of contact for customers updating their hardware and networks, and for company trainers and remote technicians working on-site. • Technical support: worked with customers over the phone, identified and resolved all hardware, operating system, and network issues. Scheduled and implemented server and equipment updates, and advised customers on equipment and network options. Worked closely with the software support team to provide customers with end-to-end support and problem resolution. • Accomplishments: created extensive internal documentation to help the support team resolve issues quickly and on first contact, and adapted some of that documentation for customers and on-site technicians to use as troubleshooting guides.

Master Of Science (M.S.), Technical Communication Management

Certificate, Foundations Of Ux Writing

Bachelor Of Science (B.S.), Integrative Studies - Project Supervision In A Technological Environment Concentration

Upper division courses in Professional and Technical Writing, Statistical Methods, and Quality Issues

Certificate, Technical Writing

Year-long certificate program covering basic and advanced technical writing, including document design, writing for online audiences.

A.O.S., Culinary Arts

Prior to moving into the IT field, I was a professional chef for nearly 15 years. The work ethic, ability to perform under pressure.