About Me
I specialize in creating clear, user-focused documentation that simplifies complex technical processes, operational workflows, and program initiatives. With more than 8 years of SaaS experience, I have developed technical documentation, business communications, proposals, training materials, and operational resources that support project coordination and program management. I am passionate about translating complex information into accessible, actionable content that addresses real user needs, strengthens organizational efficiency, and ensures teams and stakeholders have the information they need to make informed decisions and execute effectively.
Relevant Experience
Jan 2023 - Aug 2025
Manager, Technical Support
As a technical support manager, I onboarded, developed, and led a globally distributed team of GIS, remote sensing, and technical support professionals across EMEA and APAC, creating scalable onboarding and knowledge programs that accelerated proficiency and retention. I championed a culture of knowledge centered service and documentation-first collaboration, encouraging shared ownership, continuous learning, and iterative improvement of knowledge resources. By developing and maintaining centralized repositories and procedural documentation in Zendesk, Confluence, and Google Workspace, I ensured global consistency, accuracy, and brand alignment. I authored, reviewed, and optimized high-quality internal and customer-facing documentation to enhance self-service adoption, reduce support volume, and standardize knowledge delivery practices. Leveraging analytics, feedback, and ticket trends, I continuously refined content clarity, influenced product documentation, and informed a data-driven content strategy. I also partnered with Education and Enablement teams to align documentation needs with business and product priorities, integrating AI tools such as ChatGPT, Kapa.ai, and Gemini to streamline workflows and automate knowledge management. These initiatives strengthened operational efficiency, elevated content accessibility, and maintained customer satisfaction rates above 98%.
Jan 2018 - Dec 2022
Director, Platform Support & Training
As a global support and training leader, I directed and mentored a distributed organization of technical agents, training specialists, and help desk professionals, fostering a culture of knowledge sharing, operational excellence, and continuous learning. I built structured onboarding, enablement, and upskilling programs that accelerated new-hire productivity and sustained professional growth across regions. By developing a unified knowledge ecosystem, including a client-facing Help Center, internal wiki, and process documentation within Zendesk, Confluence, and Intercom, I improved content discoverability, self-service adoption, and operational transparency. I implemented knowledge-driven automations and optimized workflows to streamline support processes, reduce response times, and enhance customer satisfaction. Partnering closely with Product, Project Management, and CX/UX teams, I ensured that all documentation and training materials reflected evolving platform capabilities and customer feedback. I also created customer-facing learning and enablement resources that strengthened product adoption and engagement, while leveraging analytics tools such as Quicksight to measure program effectiveness, track KPIs, and drive continuous improvement. These initiatives established a centralized, data-informed knowledge infrastructure that empowered teams, elevated service quality, and reinforced a consistent, high-value customer experience.