Shipra Jain

 Shipra Jain Phone:--Career Highlights With 9.8 years of experience in Technical Writing and Support, I am highly organized, versatile and a hardworking professional. I am a quick learner and I keep myself updated with the latest industry tools and skills. I have gained experience working as a Technical Writer, Documentation Manager and Technical Support Representative. I excel at efficiently gathering, organizing, developing, editing and managing information from a wide variety of sources. I am able to effectively interface with teams both offshore and onshore and collaborate regularly with cross-functional teams. I possess inherent abilities to multitask and organize, I work well under tight deadlines, and require very little supervision. Education High School, Delhi Public School, Visakhapatnam B.Tech, Avanthi Institute of Engineering and Technology, Visakhapatnam Line of Business Artificial Intelligence and NLU (chatbots and voice bots) Insurance Networking Supply Chain Management Media Cloud Computing Big Data (Hadoop) Expense Management Skills Confluence MS Word Jira Readme.io HTML MS VISIO Camtasia Sketch Robohelp Madcap Flare XML Oxygen Zendesk Git Technical Documents User Guides Quick Start Guides Wireframes Workflows Web-based Training Modules Youtube Channel Videos On Boarding Documents API Documents Release Notes Templates Whitepapers Storyboards User Story Experience Avaamo Technologies, Bangalore, Technical Writer, Jan 2019 to present, Tools Used: Readme.io, Sketch Establishing the documentation process for user guides and quick start guides. Create end-user documents for chatbots and voice bots(using AI and NLU). Create developer documents for bot building platform. Update and maintain the online documentation portal. Create demo videos for customers. Handle demo calls with clients. Create release notes. Create and maintain Faqs section on the documentation portal. Suggest and update UI and label changes on the platform. Aquera Labs, Bangalore (Contract), Technical Writer, September 2018 to Jan 2019 Tools Used: Zendesk, Confluence, YouTube Create documentation for API connectors. Create Configuration and Integration guides. Update and maintain documentation on Zendesk for the end users. Create and maintain internal developer documentation. Create demo videos. Create end user videos. Update and maintain YouTube channel Manhattan Associates, Bangalore (Contract), Lead Technical Writer, March 2018 to September 2018 Tools Used: Madcap Flare and Oxygen (DITA) Gain in-depth understanding of the Warehouse Management application features and functionalities in order to convey the same effectively in all the written content & communications. Produce audience-focused technical content for different channels and media, according to established industry standards for Supply Chain Management. Update and maintain the legacy documents. Work seamlessly with all teams in order to ensure smooth flow of operations and maintain accuracy of product functionality and intricacies. Follow the review process for all the documents. Resolve any documentation related jira tickets. Working in close coordination with end user community at operating & management level for Business Requirement Gathering, Requirement Elicitation & Feasibility Study, GAP Analysis, Effort Analysis, and Designing Process for their business. Project documentation for BRD (Business requirement document), SRS, FRD, Project plan, Estimation Matrix, project initiation documents, Requirement traceability matrix (RTM), WBS (Work breakdown structure), Test plan & Test cases. Symantec India, Bangalore, Pune (Contract) Technical Writer and Analyst, January 2017 to January 2018 Tools Used: Confluence and Oxygen (DITA) Create documents for all the internal development life cycle for Big Data. Create Internal and external documents for Symantec products and services. Create Knowledge Base Templates, Create Knowledge Base articles, move all the Office based documents into Knowledge Base, Review feedback received on each KB article and publish the revised articles to the audience. Reach out to each Technology Head or Operations Management to gather the documentation/knowledge base requirements, ask procedural/technical query and address pending issues, if any. Create and share documentation project plans and schedules with the project management. Create test cases and help the Testing Team to perform manual testing, if needed. Validate course content and refine content as required. Author the objectives and summary for all chapters of the course. Compose the preface, content page, content map and glossary. Modifications to UI design and documents based on business process and recommending actions. AtoS India, Pune (Contract) Technical Writer and Analyst, August 2016 – January 2017 Tools Used: Confluence and FrameMaker (DITA, XML) Develop or direct the development of wireframes/prototypes based on business requirements for cloud application. Discover and scope business opportunities solutions from both a technical and business capacity. Provide inputs to improve systems by studying current practices; designing modifications and identifying project bottlenecks. Create documents for AtoS Cloud Foundry product. Create documents for all the internal development life cycle. Create documents for AtoS clients using the cloud products. Create Knowledge Base Templates, Create Knowledge Base articles, move all the Office based documents into Knowledge Base, Review feedback received on each KB article and publish the revised articles to the audience. Have conducted CIP (Continuous Improvement) workshops to improve quality among the team. Stereo D, Pune (Contract) Technical Writer and Instructional Designer, January 2016 - June 2016 Tools Used: Confluence and MS WORD Creating User Guides for the internal applications used by the employees. Creating Onboarding documents for new hires. Creating Knowledge base for the internal employees. Creating documents for internal server and storage policies. Developing instructional material/storyboard ACS India Pvt. Ltd., Noida (Permanent) Technical Writer, September 2014 – December 2015 Tools Used: Madcap Flare Gain in-depth understanding of the product features, functionalities and applications in order to convey the same effectively in all the written content & communications. Produce audience-focused technical content for different channels and media, according to established industry standards. Review, edit and revise all existing documentation for internal, external and marketing purposes. Maintain updated knowledge database for end users. Generate ideas, avenues and roadmaps to further content development around the product in conjunction with engineering and operations. Employ various formats and visuals to share relevant information with the goal of easiest and maximum information transfer to user groups. Research and keep up-to-date with industry developments, trends and innovation Work seamlessly with all teams in order to ensure smooth flow of operations and maintain accuracy of product functionality and intricacies. Stream International, Mumbai (Permanent) Technical Writer, September 2011– July 2014 Tools Used: Madcap Flare and MS WORD Research interact with SME and gather information with assistance. Update content with validation from supervisor. Perform self-reviews and Peer review. Work with the doc team, and in collaboration with a globally distributed development team for various applications and lines of business. Contribute to the development and maintenance of professional documentation, templates and style guides as per standards Format and structure technical documents like software product descriptions, release notes, and design documents. Stream International, Mumbai (Permanent) Technical Support Representative, May 2006 – August 2011 Answer technical queries for Dell home-based customers. Fix and document Dell desktop and Laptop related issues. Adhere to AHT and the break modes. Do outbound calls when needed.