AMIT KUMAR JENA

• Creating and maintaining help resources for various SymphonyAI Industrial cloud-based products such as APM 360, Performance 360, Watchman 360, and so on. The outputs include release notes, quick start guides, user guides, HTML help, API guides, GIFs, and product videos.
• Conducting user research and analyzing data to inform design decisions.
• Creating wireframes, prototypes, and high-fidelity designs for web and mobile applications.
• Supporting our sales and marketing teams by creating and reviewing technical sales materials, such as case studies, brochures, white papers, and technical briefs, to communicate the benefits and features of the product suite to prospective customers.
• Managing a team of writers, their deliverables, and their performance.

Accomplishments:

• Developed and implemented a comprehensive documentation process, including a documentation strategy, information architecture, and style guide, to ensure consistent and reliable documentation across the organization.
• Defined and implemented a rigorous document review process to ensure quality control and compliance with style guides.
• Created documentation templates for both internal and customer-facing documentation.
• Built the documentation portal and hosted the customer-facing content such as help systems, product videos, and knowledge-base articles.

• Created help resources for various GE Digital on-premises and cloud- based products such as, Asset Performance Management (APM), Asset Answers, and Predix Platform and Services. The outputs include release notes, online help, user guides, API guides, and troubleshooting guides.
• As the Scrum Master and Documentation Distribution Focal Point for the Information Development Team, I was responsible for assigning tasks, managing the workload of our writers, and facilitating daily Scrum, Sprint Planning, and Sprint Retrospective meetings to ensure efficient and effective workflow.
• Reviewed and enhanced the product user interface text.
• Communicated with customer representatives for feedback and distribution.
• Mentored fellow technical writers and supervised their deliverables.
• Resolved various issues related to the authoring tool (Oxygen XML Editor, Robohelp, and so on) and CMS (Astoria) encountered by team members.
• Edited/proofread content created by team members

Accomplishments:

• Implemented the document review process. Developed document review guidelines and trained writers on the process.
• Led a team of two members to implement the editorial review tool (Acrolinx). Trained over 50 writers on the document review process, resulting in a 40% reduction in errors found in published documents.
• Built the internal documentation staging portal and hosted it on Github. The portal aided writers in reviewing and validating their content before publishing it to the production portal. It also increased collaboration between writers, editors, and product managers. Hosted over 500 documents on the staging portal, resulting in a 20% decrease in publication time.

• Created and maintained help resources for EMC data backup and storage products, such as Avamar, Data Domain, Vplex, and Dell EMC networking solutions. The outputs include user guides, release notes, API guides, and whitepapers.
• Familiar with Dell EMC's wireless networking and connectivity products, including access points, controllers, routers, and switches, designed to support a variety of wireless protocols.

Accomplishments:

• Spearheaded the creation of the Avamar user guide and API reference guides from scratch under tight deadlines, successfully delivering both resources within the allotted timeframe.
• Effectively persuaded developers working in diverse time zones to collaborate on the content, streamlining the documentation process and enabling timely completion of the project.

• Developed help resources for various modules of SUMMIT IT Service Management (ITSM), such as Asset Management and Procurement.
• Created interactive walkthroughs and in-app interactive flows to help users perform the requisites in the application.
• Engaged myself in peer review and peer training.

Accomplishments:

• Implemented Whatfix and created more than 300 in-app interactive flows to help customers accomplish important product workflows without consulting the documentation and the support team members.
• Reduced support queries by 40% and extensive training requests by 60%, resulting in significant cost savings and improved customer satisfaction.
• Increased customer self-service adoption by 75%, allowing customers to easily navigate the product and resolve issues on their own.

• Developed maintenance manuals and product descriptions for technical audiences using structured text editors (XML/SGML).
• Analyzed product requirements from design requirement specifications, developed doc plans, conceptualized and structured the documentation deliverables, and strategized the development of content.
• As proofreader, I reviewed the final output provided by the team members and provided suggestions to improve the content.
• Read and interpreted blueprints, technical drawings, schematics, and computer-generated reports.

Accomplishments:

• Implemented an XML editor (Arbortext) and a CMS (SAP GAMS) to simplify the content development and publishing process because content development with a legacy tool was difficult to manage.
• The new set of tools enabled writers and reviewers from geographically dispersed teams to collaborate efficiently and reduce the time spent on verbal or email communications.