Shane Daffodil Alfaro Email & Phone Number

Central Visayas, Philippines

• Strategizes Information Development deliverables, utilizing content reuse and minimalism as an Information Architect (stretch assignment).• Leads as the Information Development Analyst (stretch assignment).• Owns and manages multiple technical documents for various serviceability, and embedded systems and solutions products.• Owns and manages white paper and software help for drivers.• Collaborates closely with Project Owners, Project Managers, Marketing, and Developers towards a solution’s lifecycle.• Applies Agile methodology for every software release.• Develops Software and Solutions process documentation.

• Handles Knowledge Management tools and related networking products.• Delivers accuracy and timeliness of project-based initiatives and various product launches.• Verifies clarity, completeness, accuracy, and quality of all technical documentation.• Manages internal knowledge base tool of product support representatives.• Maintains high average helpfulness index of all knowledge base articles.• Leads various product launches and preparation of necessary internal and external tools.

• Wrote edited, indexed, and revised a variety of technical, user documentation such as articles, reports, tables, and other documentations related to Knowledge Management products for IT companies.• Assisted in developing content for comprehensive web-based resource product.• Conducted tools training to new hires.

• Handled inbound calls; identified the main problem and provided step by step network troubleshooting instructions for networking products.• Pitch and charge upseller of value added service.

• Handled inbound calls; walking customers through running setup software for qualified products.• Qualified out of warranty products for extended premium support.