For 16 years, I have guided users of enterprise software applications in understanding every utility built into a product and assisted them through the usage procedures. Over the years, I've evolved with the industry—from printed manuals to interactive video tutorials to embedded user assistance. I am knowledgeable about using AI tools in Technical Writing and am well-versed with the advanced concepts of Retrieval-Augmented Generation (RAG) and Agentic AI. For the past five years, I've focused more on Content Strategy and Information Architecture.
Most recently, as a Senior Technical Manager at HCL Technologies, I managed documentation for an SAP ERP product, which was published in 13 languages. To manage content reuse at scale, content was categorized into four hierarchical levels: topic, map, image, and publication. I also oversaw the maintenance of content metadata in a four-level hierarchical structure—logical (content ID), version, language, and resolution (for images)—which facilitated translation and management of multiple content versions.
I developed user personas and mapped user journeys to improve content orientation by identifying pain points and preferred formats. I established user assistance (UA) success metrics and tracked engagement through KPIs to assess content effectiveness. Additionally, I managed the content creation process, reviewed writer deliverables, and authored content for various product documentation deliverables. The documentation artifacts that I created include the following: User Guides, Microcopy (UX Writing), Digital Guided Tours, Video Tutorials, Release Notes, Hotfix Docs, and API documentation, among many others.