• A performance-driven professional with over 16 years of diverse experience in managing projects of technical documentation, e-learning, and video-based learning for industries including software, payment cards, telecommunication, IT Service Management, and so on.
• Currently working as a Senior Lead in Information Development at Kyndryl Solutions (3+ years), managing and overseeing user-help projects for 5+ software products with a team of technical writers and instructional designers.
• Successfully supervised project activities from conceptualization to implementation, demonstrating expertise in resource management, stakeholder engagement, delivery management, and change management.
• Proficient in critical thinking, analyzing problem areas, and customizing the process to meet customer needs.
• Proficient in enhancing team productivity by implementing customized processes and standards, resulting in a reduction in the cost of development.
• Recognized for exceptional communication with worldwide customers and partners, contributing to the success of the organization and clients.
• Possess Project Management (IIT-Delhi), ITIL4, PRINCE2, and Mass Communication certifications, with a proven track record of working across diverse business domains such as banking, insurance, telecommunication, and IT service management involving resources and stakeholders across the globe.
Certification - Project Management
English Literature
IBM-Kyndryl: At Kyndryl, my tenure as Senior Lead in Information Development revolves around advancing user assistance for complex software, ensuring that our clients receive intuitive, well-crafted documentation. My approach integrates cutting-edge technologies like Oxygen XML (DITA), PowerBI and AI, enhancing the delivery of consumable content and fostering an innovative information delivery model.
My role extends beyond creation—into the realm of meticulous project management, where I orchestrate the efforts of technical writers and instructional designers. Together, we've refined documentation processes, achieving efficiency in a dynamic Agile environment. This collaborative spirit, coupled with a dedication to detail, has become a hallmark of our team's success in meeting global customer requirements.
As a Senior Technical Writer, I create Online Help Manual for complex IT Service Management (ITSM) software by using Atlassian Confluence. This is one of the versions of the document, which I own as a senior Technical Writer:
https://docs.bmc.com/docs/smartit1911/home-898430806.html.
This product is used by more than 10 lakh users. I regularly communicate with worldwide customers to fulfill their requirements.
I also create tutorial /training videos for software products by using Camtasia. I create in-line help instructions by using Whatfix.
I am also involved in research and development works for the overall technical documentation process of my organization. In Agile development and delivery environment, I am collaborating with 100+ cross-functional team members to deliver software documentation to almost 90% of the Fortune 500 companies.
