Mervin George

• Successfully implemented Documentation Development Life Cycle (DDLC) tailored to WiseTech’s needs, using Markdown for authoring, GitHub Repos for versioning, and DocFX for publishing documentation to IIS Server.
• Managed and mentored team of 6 technical writers, fostering culture of collaboration and innovation.
• Spearheaded 9 cross-functional documentation projects, including DevDoc Central, ProductDocs Nexus, and Customs Documentation Vault, delivering high-quality, user-centric documentation for internal and external stakeholders.
• Created automated workflow for Markdown-based documentation using Visual Studio Code, GitHub, and DocFX, reducing content delivery timelines by 20%.
• Designed SharePoint landing page for documentation projects, streamlining access to resources for team members.
• Participated in leadership development initiatives, including Diversity and Inclusion workshops and roundtable discussions on Leading Inclusive Teams and Allyship, enhancing team’s performance and engagement.
• Presented retrospectives and process improvements to senior leadership, including discussions on Markdown workflows, branching strategies, and documentation processes.
• Explored and introduced AI-driven solutions to enhance technical documentation processes, including implementing curated and personalized documentation enhancements using AI tools.

• Developed and implemented a comprehensive documentation strategy, including objectives, timelines, and resource allocation, resulting in the establishment of a robust technical publications process across the organization.
• Built a high-performing Technical Publications Team, recruiting and onboarding skilled technical writers who demonstrated consistent delivery of high-quality documentation.
• Created and implemented documentation standards, guidelines, and templates that ensured consistency and quality in all technical publications, resulting in improved clarity, usability, and customer satisfaction.
• Successfully collaborated with cross-functional teams, including product managers, developers, and engineers, to gather accurate and up-to-date information for technical publications, resulting in more comprehensive and relevant documentation.
• Planned and executed major documentation projects, breaking them down into manageable tasks, setting realistic deadlines, and consistently delivering projects on time, ensuring that critical documentation was available when needed.

Team Management

• Assisted executive management by directing and implementing initiatives for Technical Publications team.
• Received assignments in form of objectives and translated it into a project plan and assigned team resources to achieve target delivery dates.
• Provided direct supervision to support team members as necessary to ensure timely and accurate completion of tasks.
• Consulted with executive management on staffing and performance issues.
• Collaborated with cross functional teams to develop and maintain a centralized repository of module documentation.
• Performed annual appraisal reviews for 3 direct reports.

Information Development

• Delivered high quality standard documentation across Infor SCM products such as Freight Pay and Audit, Supply Chain Intelligence, Predictive ETA, Supply Collaboration, Network Transportation Visibility, and Network Inventory Management.
• Ensured on-time publishing of Release Documentation. This averaged out to 12 Feature notes and 2 Release Insight Videos across 6 release cycles every year.
• Supported controlled release and EA requirements as per customer requirements.
• Developed and maintained high quality customer training materials.
• Worked with business, quality, and programmer analysts to ensure appropriate UI content and design.
• Initiated and implemented context sensitive help by building online help that is directly mapped to products software platform.
• Assisted other information developers with writing tools and technical issues.
• Created and tested online help for software applications.

e-learning Development

• Published and maintained generic reusable eLearning courses across users and organization types for platform users.
• Created Instructional Design Documents and mapped out prospective topics for building eLearning content.
• Collaborated with product support to analyze common user issues and create eLearning content to certify users on the product, thereby reducing support tickets. Reduced support cases by 45% after implementing a certification program for each product suite.

• Presented new technology and drafted white papers and other technical documents to complete packages.
• Utilized exceptional writing, editing and proofreading skills to produce engaging and error-free content.
• Researched and wrote technical articles on Mobile Internet Experience (MIX).
• Carefully documented technical workflows in private wiki for education of newly hired employees.
• Proofread copy written by colleagues to correct spelling, punctuation and grammar.

• Joined Professional Services as a technical writer and built the technical publications team for GT Nexus.
• Wrote and edited accurate, concise, and highly readable content for new and existing web applications that is not overtly technical or obscure.
• Generated documentation that included but is not limited to Help, FAQs, User Guides, Instructional Documents, Interactive Tutorials, and other website content.
• Evaluated the scope of 15 writing projects and managed priorities, schedules, and deadlines.
• Enforced and followed established style guides to ensure high editorial standards.
• Diplomatically addressed and resolved differences between stakeholders from cross-functional teams.
• Created and maintained release notes for GT Nexus products such as Procure to Pay, Supply Chain Visibility, Transportation Management, and Supply Chain Finance.
• Facilitated GT Nexus and Trade Card's merger by leading a project to integrate documentation for both applications under one new system. Worked closely with cross functional Engineering and QA teams from both companies.

Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Provided Remote and Networking support to clients. Provided support for Exchange Server reboots and Global Address List.

Provided research and engaged in authoring course material for the Certified Ethical Hacker (CEH) and Certified Hacking Forensic Investigator (CHFI) certification program. Testing CEH and CHFI tools and applications. Created online help files using Robohelp.