Senior Knowledge Strategist & Documentation Manager.
I architect structurally sound, AI-ready knowledge platforms that scale.
Professional Experience
With 12 years in knowledge management, content strategy and technical writing, I've transitioned from frontline advocacy to designing proactive, data-driven ecosystems. I blend rigorous, pre-AI foundational architecture with modern AI-enabled workflows to build knowledge systems that accelerate production, all while keeping human expertise and user empathy at the core.
Documentation Manager
Gentrack
- ■Zero-to-Hero Knowledge Strategy: Spearheaded a complete transformation of Gentrack's global knowledge management, building the practice from the ground up.
- ■Ecosystem Launch: Successfully facilitated the creation and launch of over 1,000 user guides and a comprehensive new knowledge portal, turning a blank slate into a fully mature documentation ecosystem.
- ■Balanced Innovation: Implemented first-of-their-kind AI workflows to safely accelerate documentation production, ensuring foundational content integrity.
- ■Leadership & Scale: Managed and directed a global team of 6 technical writers and industry SMEs, establishing standardized operating models and ways of working.
Senior Technical Writer, Android Enterprise
- ■Data-Driven Outcomes: Created comprehensive metrics dashboards to analyze user behavior, launching a site-wide survey initiative that directly informed content strategy.
- ■Taxonomy & Architecture: Spearheaded the redesign of the Android Enterprise Help Center content structure, managing complex admin guides and FAQs.
- ■Cross-Functional Alignment: Liaised heavily with Partner and Customer Engineering teams to ensure precise accuracy across Android Enterprise and Managed Google Play.
- ■Early Technology Adoption: Piloted internal Google AI tools pre-go-to-market to test and optimize future-state content workflows.
Senior Technical Writer
Deltatre
- ■System Standardization: Audited legacy documentation repositories and executed a large-scale migration into established, consistent templates and style guides.
- ■Platform Launch: Designed and built Deltatre's AXIS and DIVA Help Centers, creating over 130 new pieces of technical documentation.
- ■Mentorship: Hired, trained, and mentored junior writing staff, embedding documentation creation directly into the product development lifecycle.
Documentation Manager
Vend (now Lightspeed)
- ■Career Progression: Rapidly progressed from Customer Support to managing the global documentation strategy over a 5-year tenure.
- ■Measurable ROI: Increased self-service ratio by 25% and boosted overall self-service content by 116% through targeted documentation based on support volume analytics.
- ■Knowledge Centered Support (KCS): Led the leadership initiative to roll out KCS frameworks to 45 staff across three global support teams.
- ■Data & Analytics: Recategorized over 1,400 articles and optimized search platforms using heat mapping, user behavior tracking, and support volume analysis.
Core Competencies
Knowledge Management
Data-Driven Strategy
Content Architecture
Technical Stack
Where I Thrive
End-to-End Ownership
Over a decade of experience owning and evolving external Help Centres and internal knowledge bases. I have deep expertise building knowledge & maximizing its potential all while navigating its gaps and challenges.
Product-Led Alignment
I thrive in product-led SaaS environments. I build strong partnerships across Product, Engineering, and Customer teams to ensure documentation stays perfectly aligned with changes by capturing knowledge proactively, not after the fact.
Scalable Systems Thinking
Building the foundation comes first, but it must be designed to scale. I architect support operations and knowledge structures that have massive scope to grow alongside your business.
Data-Driven Analytics
Highly analytical, I leverage the right tools and methods to collect actionable data, identifying user trends, process inefficiencies, and critical knowledge gaps.
AI-Assisted Operations
Strategic, measured, and hands-on experience introducing AI tooling into support ops. I am able to implement these tools to accelerate content production and resolution speed while maintaining strict standards for accuracy, clarity, and usability. It's crucial that you get this right early, or costs can balloon and accuracy will be called into question.
I Don't Just Write Docs.
I Architect Intent.
Rapidly adopting AI tools isn't enough. The companies that will succeed tomorrow, are the ones laying the correct structural foundations today. "Dirty data in, dirty data out" is the reality of modern knowledge management.
I am here to ensure your knowledge platform is built on clear intent, creating a rock-solid, unified foundation for everything your business builds next.
The Knowledge Gap.
Positioning structural knowledge for every stage of growth.
Ground Zero.
You need someone to build your knowledge practice from the ground up. Why? Because the best time to start building your structural knowledge foundation was yesterday. The earlier you get started, the less debt this will create for you in the future, and the easier it will be for your business to scale.
The Rocket Ship.
You built a rocket ship, but the manual is getting unwieldy. Your institutional knowledge is fantastic, but it's decentralized and disparate. Maybe you want to implement AI, but you don't know where to start.
The Behemoth.
You have a massive backlog of legacy institutional knowledge. You are looking to centralize this fragmented data, clean up the architecture, and bring your infrastructure into the modern era.
"Can't AI do it all?"
It can do a lot, absolutely. But if you don't have a solid knowledge structure to begin with, your AI's knowledge will always be limited.
This is because an AI's success is only ever as good as the information it learns from. If your data isn't accurate, clean, or comprehensive from the get-go, the outputs of your AI are never going to be good enough to accurately represent your product.
Meeting you where you are.
Ready to build AI-enabled knowledge across your entire product surface? I'm your guy. Let's build the engine.
The 20-60-20 Model: Scalable Accuracy
AI does the heavy lifting. Human expertise provides the guardrails. I utilize a "Human Sandwich" approach to knowledge production.
Human Strategy
Setting up the intent, architecture, and structural foundations.
AI Execution
Handling the heavy lifting, structuring, and busywork at massive scale.
Human Verification
Rigorous quality assurance, ensuring accuracy and zero hallucinations.
Not yet ready for AI, but want to set up your knowledge architecture to future-proof you down the line? I've got you covered. lets create the ultimate knowledge foundation
Structural Foundation
Building the base for scale
My career spans the pre and post-AI eras. I'm an early adopter, but I was building world-class knowledge systems long before LLMs were even a glint in the eye of Silicon Valley.
Knowledge Centralization
Transforming chaos into clarity
I act as the translation layer between your engineering teams and your users. I take highly technical, fragmented information and decrypt it into clear, human-readable, and actionable knowledge.