Thomas Willard
San Francisco,CA
Summary
Senior Tech writer & Manager with over 10 years of experience in creating software documentation for SaaS companies.
Results-oriented writing professional with experience preparing concise and accurate technical documents. Expert at delivering high-quality work within tight deadlines. Talented individual collaborates with cross-functional teams for accuracy and clarity of technical content.
Accomplished Documentation Manager offering 6 years of managerial experience, as a player/coach, in software development settings. Successful leading high-performing teams and partners to sustain product vision, quality, and business goals. Enjoy creating data-driven approaches to solve problems and prioritize work to ensure that the team focuses on what users need. Value diversity and a team environment that fosters an exchange of ideas that leads to growth, learning, and success.
Overview
20
20
years of professional experience
Work History
Documentation Lead & Tech Writer
Sigma Computing
04.2022 - 10.2023
- Developed and maintained comprehensive documentation for Admin and BI systems
- Documented public facing APIs
- Established department best practices and quality standards, driving significant improvements
- Authored and edited user interface (UI) text
- Spearheaded initiatives addressing documentation gaps
- Recruited and led the technical writing team
- Streamlined processes in collaboration with program managers
- Orchestrated the documentation release process and publication
- Set and monitored team objectives
- Player/Coach
- Translated complex technical information into intuitive clear format
- Oversaw performance of team of technical writers, assigned resources and updated management on projects
Documentation Manager & Tech Writer
OneLogin
10.2017 - 04.2022
- Initially, supported five product managers, documenting all services
- Documented public facing APIs
- Created internal guide on how to update dev docs
- Created official documentation style guide
- Authored and edited user interface (UI) text
- Recruited and led technical writing team
- Worked with program managers to improve processes
- Streamlined processes in collaboration with program managers
- Localization
- Assisted transition of docs from Zendesk to Service Now
- Formulated annual team objectives
- Player/Coach
- Translated complex technical information into intuitive clear format
- Oversaw performance of team of technical writers, assigned resources and updated management on projects
Technical Writer
BrightRoll/Yahoo
05.2014 - 06.2017
- Established tech writer role at BrightRoll
- Documented public facing APIs
- Select and implement new CMS system, replacing Mediawiki
- Created information architecture and policies for new CMS
- Document, create, and maintain documentation for new and existing software
- Authored comprehensive overviews for key services
- Provided dedicated support for Confluence-related issues
- Created and maintained onboarding documentation for engineers
- Fostered documentation-centric organizational culture
- Carefully documented technical workflows in private wiki for education of newly hired employees
Technical Writer
JustAnswer
07.2012 - 07.2014
- Created and maintained documentation for new and existing software
- Created environment diagrams using visio
- Information & Content Management
- Administer Atlassian Confluence
- Internal support for all Confluence needs
- Project manage multiple documents / projects
- Internal support for all Confluence needs
- Doc audits to ensure veracity of documentation
Technical Specialist
Just Answer
08.2010 - 07.2012
- Community management: administered bug lounge
- Troubleshoot, reproduce & diagnose bugs and locate correct resource to fix bug
- Communicate bugs to Engineers, Product and Expert Community
- Communicate feature requests to Product
- Developed,wrote, and managed Strongmail MTA documentation
- Support marketing team for Strongmail MTA tech issues which involves troubleshooting and fixing many database issues, both SQL and Postgres
- Worked on SSIS connection between SQL and Postgres databases.
Systems Administrator
Franklin Bowles Galleries
01.2004 - 01.2010
- Maintained 5 Microsoft Windows servers, one off-site in NY
- Supported help desk needs (IT) for 60 end users
- Maintained and developed database of client records
- Developed new marketing reports for marketing department
- Wrote user manual for CRM for marketing dept and sales staff
- Daily updates of elements on corporate website
- Learned IT with on the job training
- Performed software installations and upgrades to UNIX or Windows operating systems
- Conducted routine and emergency maintenance of assigned data center equipment
Education
Bachelor of Arts - English Literature
University of Washington
Seattle, WASkills
- Technical Documentation, Developer Docs, APIs, Content Management
- Strategy, Information Architecture, GIT, Postman, Swagger, Docs as Code Platforms
- Visual Studio Code, Python, Javascript, Localization, HTML, CSS, Markdown, JIRA
- Agile, Quality Control, Process improvements, IdP, Data, Management
- Calm Under Pressure
Timeline
Documentation Lead & Tech Writer
Sigma Computing
04.2022 - 10.2023
Documentation Manager & Tech Writer
OneLogin
10.2017 - 04.2022
Technical Writer
BrightRoll/Yahoo
05.2014 - 06.2017
Technical Writer
JustAnswer
07.2012 - 07.2014
Technical Specialist
Just Answer
08.2010 - 07.2012
Systems Administrator
Franklin Bowles Galleries
01.2004 - 01.2010
Bachelor of Arts - English Literature
University of Washington
Similar Profiles
Joshua BlackmanJoshua Blackman
Revenue Operations Intern at Sigma ComputingRevenue Operations Intern at Sigma Computing
Jayma MiedlerJayma Miedler
Director of Chapter Finances at Sigma Sigma Sigma SororityDirector of Chapter Finances at Sigma Sigma Sigma Sorority
Isabel LeeIsabel Lee
Vice President of Operations at Sigma Sigma Sigma Sorority - Theta ThetaVice President of Operations at Sigma Sigma Sigma Sorority - Theta Theta
Jessica BacerottJessica Bacerott
Senior Talent Acquisition Partner/Sourcer at University of California – San FranciscoSenior Talent Acquisition Partner/Sourcer at University of California – San Francisco
Noah WilliamsNoah Williams
Founder & Operator at Clean Scene Exterior CleaningFounder & Operator at Clean Scene Exterior Cleaning