Snehasish Laik

Ghaziabad, Uttar Pradesh

snehashishlaik4_vxv@indeedemail.com
+91-7291064494

Summary: Over 12 years of rich experience in Technical Writing and Content Writing; experience in
planning, defining, developing and delivering technical documentation while displaying a thorough
knowledge of document development life cycle, software documentation, reviewing process and style
guides.
Documentation Expertise
Technical: User Manuals Online Help Requirement Specification Documents Project Plans Knowledge
Base Documents Release Notes Primary Market Research Reports User Guides Design Documents
Non- Technical: Training Presentations Whitepapers Press Releases SEO Documentation Blogs Forum
Posting Articles User Reviews
Skills and Competencies
Information Gathering & Research Technical Writing Decision Making
Structured Authoring Desktop Publishing Planning & Independent Thinking
Topic based authoring Automation Problem Identification and Solving
Information Organization DITA/XML/HTML 5 CMS / Wordpress
Online Publishing Cross-Culture Communication Skills Agile Methodology
Instructional Designing E-learning (Software video tutorials) Time Management
Personal strengths: Optimistic, Team spirit, Problem solving abilities.

Willing to relocate to: Kolkata, West Bengal - Hyderabad, Telangana - Noida, Uttar Pradesh

Work Experience

Senior Documentation Specialist

Optum Global Services - Noida, Uttar Pradesh
December 2015 to Present
India - U.S. work visa approved until 2025
● Project experience with Accumulator Operations for storyboarding, creating decision trees in Articulate
Storyline 3.0 and resolving process gaps for the Training and Operations functions.
● Project experience with Content Management team (Onshore) for creating FAQs, Online Help, updating
and uploading to Knowledge Base, along with Knowledge Library reporting.
● Project experience with Knowledge Management team (Onshore) for developing Online Training videos
and Instruction Design roadmaps for helping on-boarding and training team Ramp-ups.
● Project experience with various Individual Project stakeholders for creating and updating Knowledge
Now articles in HTML formatting, along with leaders-group document review.
● Working experience of sharing Release Notes for process updates and application changes from the
product and/or database teams.
● Project experience with Optum 360 in creating Standard Operating Procedures, while working onsite at
Phoenix, AZ and Melville, NY; worked for documents in Revenue Cycle Management and miscellaneous
other documents, projects and tasks as assigned.
● Worked with SMEs from multiple locations to gain fundamental knowledge and crucial value points for
the process and converted the tacit knowledge into detailed SOPs to be used for new-hire training.
● Collaborated with black belts, SMEs and various stakeholders to carve out gaps and streamline process
structure while responding to feedback.
● Maintained business standards for all documents, which in turn passed through multiple approval
check points.
● Adhered to project guidelines and ensured timely delivery of the best strategic standards defined in
the procedural workflows.
● Shared best practices with the team and kept all members calibrated at performance fronts.
● Presently working on the maintenance of the SOPs for more effective training communication based
upon process modifications and trainer updates.
Previous Work Experiences
Socomo Technologies as a Lead Technical Content writer.
KarmanyeThandani (Private Employer) as an Assistant Writer - New Delhi
Way2Digital (Founder of Way2sms.com) as a Content Developer - Hyderabad
Dell International Services, as a Resolution Expert - Hyderabad.
◦ Promoted to a Customer Handling Team Member with Dell Member Purchase Program Care.
Wipro Limited/British Telecom. as a Technical Support Associate
◦ Promoted to a Senior Associate Tier2 Network Faults team for customer escalations.
Freelance Content Writer- Projects from US and UK Clientele including Nike, Forex, Food and Nutrition,
and other major fiction, non-fiction and technical content.
Auro InfoTech Solutions, as a SEO Content Writer - Bhubaneswar
◦ Promoted as a Content Lead, within 6 months, while managing a team of 5 content writers.

Advanced Technical Writing - Hyderabad, Telangana

2019 to 2019

Communication Expert
PearsonVue
2014 to 2014
ITIL Foundation 2011 V3 Certified (2014)

Dell Certified Resolution Expert

2012 to 2012

Arbortext Editor
British Telecom (BT)
2008 to 2008
Graphic tools
● Techsmith Snagit
● Adobe Photoshop
Presentation tool
● MS PowerPoint
● Adobe Acrobat XI Pro
Illustrator tools
● Adobe Illustrator
● MS Visio
Help tools
● Adobe Robohelp
● MadCap Flare
● Oxygen
Document Repository Systems
● WordPress CMS
● SharePoint
● Knowledge Now
Other Tools Jira Elearning/LMS tools Techsmith Camtasia
Current Work History

Education

Bachelor of Engineering in Computer Science

Ghanashyam Hemalata Institute of Technology & Management - Puri, Orissa

Skills / IT Skills
• DITA XML Robohelp Jira Agile CMS

Certifications and Licenses

Advanced Technical Writing- Techtotal Soft Systems, Hyderabad

September 2019 to Present

Communications Expert - PearsonVue, Delhi

April 2014 to Present

DITA XML - LearningDITA.com

May 2021 to Present

ITIL V3 Foundation
April 2014 to Present