Writing Tools/Environments <> Documentation Types <> Work History <> Education <> Personality Description

Allan P. Sand
2627 Pilot Knob Drive, Santa Clara, CA 95051
allanpsand@yahoo.com
Additional Information and work samples.

SUMMARY
Twenty-plus years of consistent on-time delivery of large and complex documentation sets – carefully
focused for defined target audiences. Effective and efficient proactive project management to always
deliver accurate content – on time, every time. (See Personality Description for more details.)

WRITING TOOLS/ENVIRONMENTS
Adobe RoboHelp MS Word master GitHub, Jira, Confluence
Adobe FrameMaker PowerPoint master SharePoint, Zendesk, Document360
Adobe Acrobat MS Visio, Draw.io HTML, CSS, Markdown, JavaScript
Adobe Captivate MadCap Flare Languages: C#, C+, JSON, SOAP, XML, REST
XMetal, Oxygen, DITA Video & graphic apps WordPress

DOCUMENTATION TYPES
Users/operators guides Data dictionaries Web content/blogs
Quick start guides UI design guide Newsletters
On-boarding guides Training content, quizzes Department-level onboarding
Context sensitive help Web site content Job hats/department policies
Online/web-based help Knowledge bases Corporate policies/standards/
API/SDK reference guides Installation guides White papers (3 to 30 pages)
CLI reference guides BKM (Best Known Methods) QA test plans
System administrator guides Customer support guides Marketing support
Network administrator guides FAQs, Use Cases Design specifications
Database administrator guides PR releases Project specifications
Troubleshooting guides Documentation plans Functional specifications
Fault reference guides FSE/CSE procedures Confluence/Jira management
Technical reference manuals Manufacturing SOPs, Work PowerPoint presentations/videos
Help Desk scripts Instructions

WORK HISTORY
Senior Technical Writer; ZPE Systems (06-2021 to 04-2023)
 Recreated user guides for ZPE Nodegrid device management (multiple versions) to improve design
layout, formatting, and simplification for US and EU customer base
 Managed user content for ZPE Cloud environment including remote device configuration, cloud
configuration, and operational reporting (Kibana Elasticsearch)
 Configured Document360 Knowledge Base Portal onboarding setup and imported all customer
documentation, including content editing for audience profiles
 Migrated all user guide content into the portal structure using Markdown and HTML
 Established Jira process flow SOPs for documentation releases (content updates, review/validation
processes, and publication schedules)
 On first arrival, converted all user-facing content from FrameMaker into Madcap Flare (2,500+ pages)
 Created configuration guides for environmental sensors
 Supported QA and DevOps activities and testing processes via Jira and Confluence
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 Provided editing support of Field Service articles in the Customer Support environment
 Established and enforced style guidelines and target audience focus
The customer facing documentation is available at: https://docs.zpesystems.com/docs

Senior Technical Writer; Cisco Secure SaaS (08-2020 to 06-2021) (contract)

 Salesforce PowerPoint training documentation: documented Salesforce agent operations/activities,
support/ticket procedures, cloud sales programs, customer automation processes, customer
provisioning, and configuration of permission levels/access roles
 Create/update/manage Salesforce sales process flow SOP documentation and content editing of
training documentation
 Knowledge Base: documented infrastructure support, processes, procedures, overviews, best
practices, etc.
 Established employee onboarding support for application installation and configuration, system setup,
best practices, security configuration, hardware/software tips & tricks
 Captured DevOps support processes and procedures

Senior Technical Writer; Spectranetix, Inc. (05-2018 to 07-2020)

 Supported electronic warfare projects (progress reports, test plans, summary reports). Created
flowcharts, improved presentation design, and applied pro-active language.
 Established electronic warfare product documentation (user manuals, getting started guides, quality
control testing procedures)
 Documented security protocols (processes, applications, procedures).
 Created laboratory: infrastructure equipment documentation (safety standards, equipment
configuration, test setups)
 Developed training support for internal applications (Arena Solutions, Mini-MRP, DX Components)
 As Confluence and Jira administrator, created Spaces, developed content templates, provided admin
support and problem resolution, created/presented new user training (classroom and self-paced)
 Configured Jira templates for stories and tasks
 Maintained and updated internal HR documentation, on-boarding checklists and forms, employee
policies/standards, calendars/schedules, corporate news, etc.
 Researched ISO 9001 standards for pre-qualification requirements
 Top Secret Clearance (DOD CAF) May 2020

Senior Technical Writer/Editor; Ayla Networks (03-2017 to 05-2018)

 Managed customer-facing documents - manuals and guides for IoT designers to include device
security, mobile apps (iOS/Android)
 Used Confluence and Jira to create documentation sets for IoT development applications guides (iOS
& Android), SDK manuals, UX and End User design guides
 Created user guides for the Developer Portal and OEM Dashboard client-server
 Provided Cloud Management (US, EU, China) support
 Updated wireframe tooltips, UI fields, and help topics
 Captured internal DevOps tips/tricks for PaaS and SaaS developers
 Edited JavaScript to modify Swagger display parameters
 Updated, edited and maintained GitHub help content with Markdown
 Created training courses, onboarding instructions, Getting Started guides, internal SOPs
 Maintained/updated Ayla’s API Browser (Swagger)
 Developed sample code, validated API behavior (JSON & XML) in Postman, submitted discovered
JIRA bugs and improvements
 Utilized DevOps SCRUM meetings to identify upcoming functions/features to be documented
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Senior Technical Writer; Bill.com (09-2016 to 02-2017) (contact)

 Created and delivered complete API (JSON) infrastructure documentation for developers
 Utilized API testing platform to create example code for CRUD samples (Create, Read, Update,
Delete, Undelete)
 Developed workflow guidelines and best-known methods for Accounts Receivable and Accounts
Payable processes
 Reviewed and redesigned customer-facing knowledge base articles
 Wrote and developed help articles for Customer Support (Tier 1, 2, 3 service levels)
 Participated in Agile meetings to determine documentation updates for users
 Edited JavaScript to improve UI look/feel
 Edited Customer Support articles with Markdown
 Created/updated Zendesk help articles

Senior Technical Writer/Editor; Kateeva, Inc. (10-2014 to 08-2016)

 Established the company documentation group
 Produced technical documentation for the YIELDjet Substrate Printers
 Created and edited documentation for end users (software and hardware maintenance procedures)
 Documented field service support procedures: preventive maintenance and repair – extracting
SolidWorks IPB graphics and assembly instructions
 Participated in software control development projects
 Provided descriptive tooltip content for UI fields, sections, pages, tooltips, and pop-up dialogs
 Established internal company SOP procedures for component assembly and manufacturing,
operations, the Customer Satisfaction group, as well as other internal processes (warehousing, parts
distribution, etc.)
 Assembled and updated training documentation (presentations/videos) for field support engineers
and customer orientation/hands-on guides
 Established localization program for customer's field maintenance teams
 Created centralized documentation library

Senior Technical Writer/Editor; SanDisk (04-2014 to 10-2014) (contract)

 Documented test block programming for SSD products including flow diagrams/charts with technical
details
 Established a department DevOps library for engineers (design, development, QA, product
marketing)
 Included details on descriptions, methods, command sequences, failure criteria, and Visio flow charts
 Established training methods: test design guidelines, cross-training, onboarding

Senior Technical Writer; VMware (01-2014 to 04-2014) (contract)

 Developed and edited documentation for infrastructure Cloud Hybrid Services, VMware Usage Meter,
Praxis, Storage Tiering
 Updated/maintained documentation sets: user guides, API reference guides, programmer guides,
release notes, wikis, etc.
 Recommended improvements on usability features and user interfaces
 Established department documentation cycles

Senior Technical Writer/Editor; Savvis (CenturyLink) (01-2013 to 01-2014) (contract)

 Established documentation set for Cloud Data Center networking products
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 Generated Online Help, Quick Start Guide, API Reference Guide (JSON, XML, SOAP), and
Knowledge Base for system administrators and cloud network infrastructure developers/designers
 Participated in Agile SCRUM DevOps meetings to ensure documentation closely followed
development
 Recommended JavaScript changes to improve UI
 Updated GitHub content with Markdown
 On the UI development team acted as user advocate to review wireframes of web pages and
recommend definitions for field descriptions and tooltips
 Wrote and edited scripts for sales personnel training
 Created trade show demonstration videos
 Wrote and edited white papers and corporate presentation material
 Provided editorial review to customer-facing communications

EDUCATION
Masters Specialist Workshop Certificate, Technical Communications, JER Group
Professional Billiards Instructor Certification (PBIA)
Languages: Mandarin Chinese (conversational level)

++++++++++++++++++++++++++++++++++++++++++
PESONALITY DESCRIPTON
These are personal habits, attitudes, and routines that are integrated into my personal efforts to improves
the company’s success and reputation.

 The ingrained, deep understanding that EVERYTHING done MUST support and improve the
company’s success (and profitability).
 A lifelong enthusiastic passion to communicate needed information accurately.
 Baseline philosophy: “Never force the reader to stop and think” (content clarity, detail level, and
accuracy).
 My pleasant, self-effacing humor and persistent personality ensures all personal interactions develop
into strong collaborative relationships.
 If I can touch it, I can document it (any environment: UI, CLI, API).
 Strong project management skills emphasize accurate and complete deliverables, on-a-dime
adjustments, and focused “always on-time” delivery.
 Proactive end-user/customer advocate to ensure content is focused on easy-to-absorb content
(concepts, processes, and procedures).
 Strong translation skills to convert engineer-ish and tech-ish to consumable English for the content’s
target audience(s).
 Uncanny ability to absorb and understand new technology, processes, and environment (ensures
rapid ramp-up).
 As discovered, integrate content improvements across the entire documentation environment.
 Apply global English standards to improve reader/user understanding (and preparation for foreign
language translations).
 Ensure content consistency (language, formatting, style) of corporate “look & feel” standards (and
create/expand as needed).
 Unwavering drive to bring order out of chaos.
 Continuous awareness of overlapping project requirements, complexities, and schedules.
 On request, assist engineers with tips/tricks to improve written communications.

 <a bit of promotion> 😉 Publisher (26 books) <check the book reviews>

Thank you for your kind consideration,