Technical Writing Manager: Documentation Solutions Strengthening Your Brand

Professional profile

Louis Criscuolo
I develop software documentation that increases product and brand loyalty. I increase Agile sprint velocity and hit OKR targets with effective management, team-building, and mentoring.
I develop these types of technical content for Software-as-a-Sevice (SaaS) enterprise products:

  • product documentation, online help, guides, and SDK manuals
  • white papers
  • multimedia applications
  • marketing materials
  • instructional design
  • interactive video demos
  • graphic design
  • style guide development
  • other modes that convey information to specific audiences


I am proud of these accomplishments during my career:

  • Write and manage single-source technical documentation
  • Manage technical writers from remote locations
  • Manage Agile sprints ceremonies and sprint velocity
  • Work with co-located and distributed Agile Engineering teams
  • Create FrameMaker and DocOnce templates
  • Create Webworks stationery to HTML5, PDF, and CHM formats
  • Create Adobe AIR output using RoboHelp
  • Create technical illustrations, graphics, and screen shots
  • Create “test drive” step-by-step assistance guides for sales prospects
  • Create an application to promote product branding
  • Create an application to test computer software prerequisites
  • Train remote junior technical writers to use documentation tools
  • Suggest usability improvements while performing product testing
  • Design graphics and marketing materials with Marketing teams
  • Develop instructional design screencasts with Training personnel
  • Develop SharePoint sites
  • MindStudio AI-powered apps


I am proficient with the following tools:

  • Adobe Acrobat Pro
  • Adobe Audition
  • Adobe Captivate
  • Adobe FrameMaker
  • Adobe Illustrator
  • Adobe InDesign
  • Adobe Photoshop
  • Adobe RoboHelp
  • Atlassian Confluence
  • Atlassian JIRA
  • GitHub Enterprise
  • GitBook
  • Google Analytics
  • Microsoft Office
  • MindStudio AI
  • Quadralay WebWorks ePublisher

Documentation Tool set Timeline Usage

  1. MindStudio AI

    I am a fully-certified MindStudio AI developer. I create AI-powered applications using a premier no-code development platform.

    For example, I have designed an app that verifies if an uploaded or hosted website document complies with a specified style guide, such as Microsoft Style or AP Stylebook, or a custom style guide for an organization. The AI-powered app reviews the document against the style guide, then generates a report where the document contains inconsistencies to the style guide.

  2. Google Analytics

    At ProcessMaker, I used Google Analytics to track metrics regarding visitors to the ProcessMaker Platform documentation, including the following:

    • Number of visits during a specified period
    • Number of pages on average per site visit
    • Duration of time on average per site visit
    • Most visited document topics visited
    • Duration of time on average per specified document topic

    I would use this information to set Object Key Result (OKR) targets for increased visits to specified document topics describing key product features ProcessMaker wanted greater customer adoption.

    For example, I worked with Marketing team to plan an article in a newsletter or a blog post promoting a target feature, and then track site visits after those documents were published to determine if I was meeting my Key Results for my Objectives to increase site visitors. If those site visitors increased, then that was evidence that documentation was helping customers adopt that target feature.

  3. Supademo

    At ProcessMaker, I used Supademo to create interactive video demonstrations for product features. These videos can be integrated into product documentation, marketing assets, training, or social media platforms.

    Supademo allows the user to click through a product feature with tooltips showing how to use that feature. This experience offers the user a way to learn the feature without needing the platform to experience it.

  4. GitBook

    At ProcessMaker, I used GitBook to design and write the ProcessMaker Platform documentation, which is a Software-as-a-Service (SaaS) enterprise Business Process Management (BPM) platform to design and manage process workflows.

    As of January 2024, I wrote I over 80% of its content, designed its architecture, and set its document style.

  5. Adobe InDesign

    At Ultimus, I used InDesign to layout marketing documents such as the Product Suite Marketing Overview sample and Product Marketing Brochure sample (both in from the "Resume and Samples" section below).

  6. Quadralay Webworks Designer

    At Ultimus, I used Webworks Designer to convert Adobe FrameMaker source files to web-responsive HTML and PDF formats. I designed stationery (templates) that dictated both look-and-feel as well as functionality.

  7. Microsoft SharePoint

    I have used SharePoint:

    • as a content management system for documentation source files at McKesson
    • to design a web portal to promote products at Ascom
  8. Microsoft Office

    Doesn't everyone use Microsoft Office or Google Suite in some capacity?

  9. GitHub Enterprise

    At IBM, I used GitHub Enterprise repositories to host documentation source files.

    Documentation for this IBM project was written using a tool called DocOnce. DocOnce follows a single-source methodology, similar to DITA, whereby each piece of information is written only once, then referenced anywhere throughout a document set. DocOnce is open-source, which IBM found valuable.

    Using DocOnce and GitHub Enterprise, I helped implement a continuous documentation delivery process whereby if a Jenkins build server recognized a new or revised DocOnce source file in a GitHub repository, the build server would initiate a new build. This process allowed the project to quickly deliver revised documentation to readers.

  10. Atlassian JIRA

    At Ascom, IBM, and ProcessMaker, I used JIRA to track documentation tasks, submit product defects I found, and interact with support issues.

    At ProcessMaker, I used Jira to plan work in two-week Agile sprints, then track metrics such as sprint velocity over time in each sprint. My team became adept at setting Story Points during sprint planning so that we could complete work in each sprint at a predictable cadence, and push ourselves to increase our sprint velocity.

  11. Atlassian Confluence

    At Ascom, I used Confluence to write wiki content as well as to host product documentation.

    At ProcessMaker, I used Confluence to review, comment, and write first drafts of documentation based on Product Requirements Document (PRDs). From these PRDs, I could write initial drafts by reviewing the PRDs and accompanying Figma mock-ups before Engineering built that feature.

  12. Adobe RoboHelp

    At Ultimus, I used RoboHelp to develop Adobe AIR applications.

  13. Adobe Photoshop

    At Ultmus and Ascom, I used Photoshop to:

    • revise software application screen shots, such as replacing employee names with placeholder names in enterprise-class and SaaS applications
    • revise photography
    • create marketing images for brochures, web sites, and Gartner trade shows
    • revise images for product "Test Drive" applications
  14. Adobe Illustrator

    At Ultimus, I used Illustrator to design:

    • technical illustrations and architectural diagrams
    • patent and hardware illustrations for patent application submissions
    • marketing diagrams and illustrations
    • Getting Started guides, such as the Quick Start Guide sample (in the "Resume and Samples" section below)
    • web page elements such as buttons and banners
    • buttons and background elements for applications

    I used Illustrator extensively at Ultimus and Ascom.

  15. Adobe Captivate

    At Ultimus, I used Captivate in a variety of ways:

    • screencast video demonstrating product functions
    • screencast video to train remote junior technical writers how to use documentation tooling
    • as interactive web-responsive HTML menu presentation
    • Flash video that can be embedded into PDFs
  16. Adobe Audition

    As an audio editing tool, I have used Audition prior to when Adobe acquired it as Cool Edit Pro.

    I use Audition for both non-linear video editing projects in both professional and hobby capacities, as well as for training screencast videos. At Ultimus, I recorded voice audio, edited it, then included it into Adobe Captivate projects.

  17. Adobe Acrobat Pro

    I have used Acrobat in every job role throughout my career:

    • Create professional PDFs with embedded font sets and security
    • Ensure a consistent presentation across an entire document set
    • Make changes directly in a PDF if a source file is not available
    • Distribute comment-enabled PDFs for technical reviews to subject matter experts who only have Acrobat Reader
  18. Adobe FrameMaker

    I have extensive FrameMaker experience, including template development and training. I use FrameMaker as a single-source authoring application to produce web-responsive HTML and PDF outputs using Quadralay WebWorks Designer or Adobe RoboHelp.

    I also learn other company's FrameMaker templates quickly, allowing me to deliver their documents ahead of schedule.

    I used FrameMaker at:

    • National Instruments Corporation
    • Ultimus
    • McKesson
    • Ascom

    View samples producing using FrameMaker in the "Resume and Samples" section below.

Project Highlights

  • MindStudio Level 3 "AI Expert" Certified
    I am fully certified as a mindStudio developer to build AI-powered applications.
  • ProcessMaker Platform documentation
    I wrote the ProcessMaker Platform documentation and release notes using GitBook.
  • "Business Process Management: A Practical Guide" Editor and Illustrator
    I edited and created cover and interior illustrations for a BPM Book written by the Ultimus CEO.
  • Ultimus Suite Product Marketing Overview
    Working with Marketing, I wrote and laid out the Ultimus Suite Product Marketing Overview.
  • Ultimus Suite Product Documentation
    I managed all Ultimus suite product documentation, including the work of junior technical writers.
  • Ultimus Test Drive Guides
    I built test drive guides for sales prospects to experience the Ultimus product and see its value.
  • Ultimus Installation Assistance Application
    I built a Windows application to test if a computer met prerequisites to install the Ultimus suite.
  • McKesson Care Coordination User Guide
    I wrote a user guide nursing staff use to manage patient records and care via a SaaS application.
  • IBM Partner Marketplace Documentation
    After selecting an open-source tool (Doconce), I helped build continuous document delivery with Git.

Education

  • University of New Mexico
    Bachelor of Arts, English: Professional writing

How I Try to be a more Compassionate Person

  • Environment
    Thinking globally, but acting locally, I wonder about the impact humans have on the environment.
  • Animal Welfare
    I am concerned about the treatment of animals.

Fascinations

  • Technology
    Technology fascinates me, especially AI, how it improves the environment and human welfare.
  • Cats
    Felines of all types fascinate me. The ones who let me live with them are wondrous to watch.
  • Personal Growth and Fitness
    On a daily basis, I strive to become a better version of myself in mind and body.
  • Learning
    I am always open to learning and exploring. I have a curious and creative mind.

Question and Answer: Get to know me professionally a little better

Which blogs do you follow?
I follow these blogs to cultivate new methods, practices, and ideas how to present information with greater usability:
What other skills sets do you bring to a project?
Being a creative person who represents how the end user consumes information, I enjoy doing graphic and instructional design, product marketing, and software usability testing.
What are your favorite teams to work with?
I work well in cross-functional, cross-disciplinary teams responsible for the "end-to-end" delivery of content (the "Spotify" Agile development model). Team members can be distributed or co-located.
What are your favorite writing projects?
While I have experience writing processes, my favorite projects involve documenting software: standard operating procedures (SOPs) as well as how components interact with each other.
What is your favorite aspect of technical writing?
I enjoy organizing and structuring information for an intended audience: understanding that reader's existing topic knowledge, what that reader needs to know, and how that reader consumes it.

Technical Writing Humor

  • Product Documentation
    Product Documentation
  • Write Concisely
    Write Concisely
  • Hire Writers to Write
    Hire Writers to Write
  • Technical Writers' Metrics
    Technical Writers' Metrics
  • Don't Insult Your Audience
    Don't Insult Your Audience
  • What Technical Writers Do
    What Technical Writers Do

Links

Resume and Samples

Location

Raleigh-Durham, North Carolina, United States

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