Michael Smith
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Editor, Proofreader, and Technical Writer
LinkedIn • San Jose, Costa Rica
Elevating technical documentation and communication excellence as IT Technical Writer and Editor, ensuring clarity,
accuracy, and user-centric content, optimizing understanding across diverse audiences.
Creative and initiative-taking Technical Documentation Writer and Editor with over two decades of experience, the scope of impact
spans from establishing comprehensive online knowledge bases to enhancing system performance through infrastructure upgrades.
Skilled in creating structured documentation systems, developing extensive knowledge bases, and producing detailed technical
articles, all crucial for software platform understanding and use. Experience in conducting comprehensive IT audits, recommending
strategic enhancements, and creating detailed technical documentation for diverse audiences. Proven leadership in managing teams,
fostering collaborative environments, and executing critical projects, such as data center construction for robust call centers. The
fusion of technical expertise and passion for writing ensures delivery of clear, concise, and engaging technical content.
Areas of Expertise
● Technical Writing & Editing
● Software Documentation
● IT Auditing
● Knowledge Base Development
● Infrastructure Enhancement
● Project Management
● Training Material Development
● Web Content Development
● Content Management
Technical Expertise
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Remote communication tools: email, phone, chat (WhatsApp, Telegram), videoconferencing (Meet, Uber, Zoom)
Document Management: LibreOffice, Word, Excel, Dropbox file sharing
Additional: WordPress, HTML, CSS, Adobe Photoshop, Lightroom
Professional Experience
xtDirect, LLC, Omaha, Nebraska (Remote)
Call Center Specialist
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February 2024 — Present
Developed and implemented specialized training materials for new hires, enhancing onboarding effectiveness and promoting
high performance within the team.
Composed detailed responses to Requests for Proposals (RFPs), highlighting the company’s capabilities and solutions tailored
to prospective clients’ requirements.
Provided comprehensive inbound customer service support for clients, including an artificial sweetener manufacturer, real
estate companies, and a major metropolitan emergency services center, managing tasks such as order placement, complaint
resolution, and after-hours trouble ticket generation.
Executed outbound calls for appointment scheduling across various sectors, including real estate investment, electricity
brokerage, moneylenders, and roofing contractors, contributing to effective client outreach and appointment setting.
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Wytspace LTD, British Columbia, Canada (Remote)
Technical Documentation Writer and Editor
December 2020 — September 2023
Created two new online databases for our special software system, ensuring that accurate and up-to-date information is accessible
to both internal teams and customers. Achieved this feat in virtual environment, necessitating substantial self-governance and
elaborate communication with developmental team. Engaged in and documented calls among management, development team, and
clients, facilitating seamless communication and comprehensive understanding of objectives.
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Secured fully remote position at Wytspace, accumulating three years of invaluable experience in remote work.
Crafted systematic documentation structure for proprietary code within WordPress content management framework,
establishing crucial point of reference for the development team.
Harvested comprehensive insight into procedural details, common queries, and other pertinent data to enhance understanding
and utilization of the software platform.
Designed targeted training materials to facilitate onboarding of new hires, equipping them with knowledge and skills necessary
for their roles.
Composed and refreshed myriad of technical articles, encompassing illustrated tutorials, strategic procedures, and secure digital
forms, offering support to both technical team and clients in software platform applications.
Tracked and addressed JIRA tickets, maintaining open lines of communication with development team to ensure swift resolution
of highlighted issues.
Independent Contractor, San Jose, Costa Rica
Consultant/Auditor of technical/IT Departments
January 2020 — November 2020
Undertook independent contract in Costa Rica, where conducted thorough audits of existing infrastructures, systems, and web
content management practices. Leveraged deep technical expertise to offer insightful recommendations for enhancing overall
efficiency and effectiveness.
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Authored detailed technical documentation for software and hardware systems, catering to a diverse audience, including
developers, technical personnel, and end users.
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Offered strategic recommendations for improving infrastructure and methodologies based on audit findings.
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Utilized expertise in web content development to guide improvements.
Servicios Internacionales, S.A, San Jose, Costa Rica
Director of Technical Services
January 2000 — September 2019
Commanded team of specialists in web design, programming, and hardware at Servicios Internacionales, S.A., focusing on enhancing
company's technical capabilities. Oversaw planning and execution of critical infrastructure upgrades, leading to improved system
performance and efficiency.
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Co-engineered and supervised the construction of a data center to support a 150-seat call center, ensuring a fully redundant
internet presence.
Spearheaded team of developers, hardware specialists, and physical plant personnel, fostering collaborative and productive
work environment.
Education
Advanced Electronics and Computer Systems Repair
United States Air Force
Bachelor's Degree-level studies in Electrical Engineering
University of Dayton, Dayton, Ohio
Electronics specialties at various electronics trade schools
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