Shilpa Shankar Email & Phone Number

Boston, Massachusetts, United States

PaperCut develops print management software solutions such as PaperCut MF, Mobility Print, Google Cloud Print, etc. With global offices, the company prides itself with being an extremely agile, “start-up”, fast-paced, disruptive thought leader.• Lead the Localization programme to translate all the English online training material into regional languages – French, German, Spanish, Portuguese, Mandarin, Japanese, Thai, Russian. This is to support a key revenue generation project to enhance regional partnerships and onboarding.• Lead the creation of sales & tech training courses including Project management and administration, Instructional design, development, production, delivery, metrics, and reporting.• Drive and implement standard operating guidelines and industry best practices.• Contribute to the global and regional training programs, including curriculum development and management, and learning pathways.• Support the provision of a best-in-class partner onboarding plan required for each region via Learner Analysis and Training Needs Assessment

Melbourne, Australia

• Managed the entire fleet of documentation for PaperCut MF (the embedded software solution for multi-functional devices and printing manufacturers such as, HP, Konica Minolta, Xerox, Ricoh, Canon, Sharp). This included an online and context sensitive manual integrated with the product (using MadCap Flare), platform specific configuration and deployment guides (using MS Word), Release Notes and other website content (using PHP, python, SVN, docker). These were used by Support, Technical Services, Authorized Solution Centres, Resellers, and OEMs. • Extensively used MadCap Flare, Jira, Confluence, GIT, SourceTree, BitBucket, Zendesk, Jenkins to revamp and rebrand legacy content, new content for ongoing bug fixes, and new functional and non-functional features and enhancements (such as GDPR compliance, security fingerprint certificates, spool files, print drivers, providers and servers), for releases throughout the year.• Collaborated with Copy Writers to provide “tone of voice” UI copy for better UX.• Implemented business and system process improvements involving cross functional stakeholders (such as, optimising the Release Notes collaboration and publishing process using Jira).• Participated in Hackathons and make pitch videos.• Facilitated “Lunch ‘n Learn” sessions.• Mentored and help on-board new writers and product owners.• Played keyboards in the PaperCut office band and blog about it (The PaperCut Band strikes a chord and jams for a cause).

Melbourne, Australia

DB Results is a strategic consulting and technology company, providing a full range of services and implementing end-to-end solutions, system and process transformation programs for utilities clients.• Held various roles at client sites via DB Results• Provided a chargeable service to clients in the development of business solutions• Arranged and facilitated presentations and demonstrations in solution offerings• Analysed and evaluated clients’ specific business requirements• Designed and developed high quality solutions to meet the client’s needs• Planned and coordinated the resources necessary to successfully complete solution implementation• Recognized and then advised management of potential problems

Canberra, Australia

The MARS program (Migration of ActewAGL Retail System) for utilities (gas, water, electricity) retailer in Canberra, ActewAGL, is for the deployment of Gentrack Velocity, for gas, water and electricity, CRM and billing.Technical Writer, Trainer• Liaised with business SMEs and IT vendors to document the Metering and Billing training material for business users (Facilitator, Participant, User guides and instructional training aids)• Facilitated the Metering and Billing training for business users.Test Lead• Managed the solution testing for the Metering and Billing stream (assigning test scripts to testers and business users whilst managing BaU workload, assessing test scope for each test cycle, monitoring and reporting on the team’s execution rates and defects raised against the Requirements Traceability, executing tests, data mining and mocking up meter read files)

Canberra And Melbourne, Australia

The Stabilisation Program for electricity distributor in Canberra, ActewAGL, included rigorous test and release management, analysis and resolution of system and business process bottlenecks, reduction in operational data exceptions to a BaU level, to assist the client with meter data and billing management within the newly deployed billing and meter data management system, Gentrack Velocity.Business Analyst, December 2015 – January 2016 • Investigated billing disputes from various electricity retailers• Improved business processes to increase operational efficiencyOperational Excellence and Data Management Team Lead, November 2015 – December 2015• Managed a 6 member team of contractors located in Melbourne• Developed training instructions and reporting protocols• Allocated and prioritized work for the team• Mentored and motivated the team to exceed daily targets• Liaised and communicated with the client in Canberra to obtain work scope and report targets and deliverablesTest Consultant, April 2015 – November 2015• Liaised with business SMEs and IT vendor to document and test system processes• Trained new team members on the system and legislative and regulatory rules and obligations within utilitiesData Analyst, December 2014 – March 2015• Investigated failed automated billing processes to resolve a critical billing and cash flow issue• Designed detailed instructions for billing exceptions and meter data management system processes• Mentored team members in order to exceed daily targets

Melbourne, Australia

Electricity distributor, CitiPower, PowerCor, was undertaking initiatives to increase efficiencies as part of the World CLASS program (Commercial, Lean, Automated, Structured, Simple), led by Boston Consulting.• Facilitated workshops, conducted gap analysis and documented business processes in order to propose automation and improvements of the existing paper-based/ manual E2E connections process • Validated findings for FTE reduction by collaborating with industrial relations and change management and using a combination of suitable techniques – data analysis, workshops, metrics, volumes, KPIs, and observation of a day in the life of key resources - Saved the company 3 FTEs

Canberra, Australia

Electricity distributor, ActewAGL, was deploying a new asset management system, CityWorks and the integrated GeoSpatial (GIS) layer, ArcFM.• Designed work instructions and test scripts

Melbourne, Australia

As part of the Retail Improvement for Service Excellence (RISE) program, electricity retailer Origin Energy were putting in place efficiencies and reducing average handling time, across the standard operating procedures for their offshore staff (BPO) using SAP.• Liaised with business SME’s to facilitate workshops to document SAP procedures, identify operational inefficiencies and design improvements - Reduced call handling time from 15 to 5.3 mins• Developed and maintained the RISE Style Guide to ensure consistency of documentation standards

Melbourne, Australia

Electricity distributor AusNet Services, were deploying the advanced metering infrastructure and converting all their basic meters into smart meters, across their distribution network in Victoria.• Identified training needs for impacted teams and users with the business as a result of the smart metering rollout• Documented program readiness and business acceptance into BaU• Involved with Dress Rehearsals, Cutover, Deployment, Early Life Cycle Support, Defect and Triage Management

Melbourne, Australia

ANZ was developing a cash management and reporting tool for Institutional, Corporate and Enterprise customers (Transactive).• Designed the online help and facilitated training to business users

Melbourne, Australia

Led by PWC, Australia Post were undertaking a nation-wide transformation of their sales teams by implementing Salesforce.• Designed instructional training material and facilitated training to nation-wide sales directors

Melbourne, Australia

As a result of a grant awarded by the Department of Business and Innovation to Fire Protection Association of Australia, they were required to develop a Web 2.0 based platform, to impart social media skills of collaborative learning to fire protection maintenance crew• Managed, monitored, tracked and reported on the project’s progress, budget and funding milestones• Proposed a costing model to sustain the website beyond government funding• Designed the learning platform, ‘Fire Hub’• Planned and executed the UAT, including test cases and plans, business tester profiles, site moderation as a website admin, analysis of usage metrics based on usage patterns and usability feedback• Developed training videos and facilitated training workshops at Fire Expo 2011, and documented operating procedures for the association’s Registered Training Organisation using the Australian Quality Training Framework• Publicized and marketed the website at various industry forums, various organizations (Randwick TAFE NSW, Swinburne University of Technology, RMIT, Community Fire Authority of Victoria, National Halon Bank), and published articles (GasBag, Fire Australia, Fire Talk Autumn 2011)

Hyderabad Area, India

CA required constant updates and maintenance of technical manuals for the developer community within the Mainframes business unit.• Designed context-sensitive HTML webhelp, User Guides, Administrator Guides, Installation Guides, Release Notes, with strict adherence to CA’s usage style and standards, information elements and content reuse strategy• Migrated instructional material across platforms and application (from Winhelp and MS Word into AuthorIT)• Drafted planning and estimation documents (Technical Publications Specifications, Deliverable Design Plan)• Reconstructed product pages lost during website transition and data migration• Prepared and presented a tutorial on Lyn Dupre’s book, Bugs in Writing: A Guide to Debugging your Prose• Edited the monthly newsletter

Bengaluru Area, India

Object Orb was developing a J2EE-based health-care provider management system that integrates with claims systems, using an Agile methodology of software development, testing and deployment.• Designed the Context Sensitive Web Help (using RoboHelp), reviewed and authored user manuals for products in the Health Insurance sector (eprovion, Transemble). This included - Style Sheet, Template, Output Skin, Table of Contents, Glossary, Index, Browse Sequences, Tutorials• Gathered and validated information about the product requirements, design specifications and the user demographic profile, from SMEs (Business and System Analysts, Architects, Developers, Testers) and from various product-related documents (Use Cases, Domain and Business Object Model, User Interface Validation, State Chart and Activity diagrams, Traceability Matrix, Test Cases, Metrics, Process Scorecard, Project Management Plan, Configuration Management Plan, Software Quality Assurance Plan, Change Requests and Enhancements)• Elicited, analysed and documented Requirements Analysis and Specification (Medi Assist).• Monitored, tracked, reported and mitigated risks arising from daily stand-up SCRUMs• Planned, estimated and articulated a Sprint’s work scope by prioritising user stories from the backlog• Designed the Technical Writer’s written test for recruitment• Mentored trainee Technical Writers• Built training guides and training effectiveness approach for - Technical Writing, Editing and Reviewing • Conducted the procurement analysis for building the in-house Help Authoring Tool set and suite• Represented the Technical Writing process being part of the Technical Engineering Solutions Functional Area Representative group (TES FAR) during the CMMI Level 5 appraisal interview• Proposed process definitions and improvements for the process of technical documentation and review, to the SEPG (Software Engineering and Process Group)

Master Of Arts (M.A.), Editing, Publishing, Communications, Digital Media, Ux Design, Information Systems, Law, 76%

Activities and Societies: Antithesis Literary Journal, Graduate Student Association• Business and Professional Communication • Editorial.

Bachelor Of Arts (B.A.), English Language And Literature/Letters, Psychology, 77%

Activities and Societies: Community Radio and Independent Publishing, Sound, Film and Theatre, Literary and Cultural Festivals, Creative.