Nigel E. Richardson – Technical Writer nigelerichardson@gmail.com 512-212-7821 As a seasoned technical writer and developer of multiple information delivery systems, I have tackled many challenges at numerous hardware and software enterprises in the US and UK, documenting projects from power stations to online shopping, and storage monitoring to ATMs. I have seen fads come and go but the essential core of what I do is guide your customers to get full value out of your product, quickly and painlessly. SKILLS Acrobat - API Documentation - Excel - Flare - GitHub/BitBucket - HTML/CSS - JIRA/Confluence - Markdown - Mindforce - Photoshop/Inkscape - PowerPoint - RoboHelp - Salesforce - Word WORK EXPERIENCE SolarWinds LLC | Senior Technical Academy Specialist | October 2014 – February 2023 • Created and maintained administrator, installation, upgrade, getting started, and release documentation for SolarWinds Observability products (IP Address Manager, Security Events Manager, Storage Resource Monitor, Web Performance Monitor, and User Device Tracker) and Serv-U File Server. • Expert MadCap Flare creator, producing advanced online help (HTML5/CSS/JavaScript) and supporting PDF documentation. • Managed online Knowledge Base system using Salesforce Lightning. • Worked with Customer Success, Development, Support, and Sales Engineering teams to maintain all customer-facing solutions from overviews to bugfix notes. • Worked on several projects for modernizing the existing documentation library to prioritize task-based procedures, including EPPO (Every Page is Page One), and minimalism. • Recent non-writing projects included editing articles written by support staff, setting up Google Analytics dashboards, and redesigning HTML documentation landing pages. Various | Freelance Technical Writer | August 2012 – October 2014 • Created online documentation, API help, provided RoboHelp training, and created user guides, quick-start guides, tutorial videos, and web-based support procedures for companies including HomeAway, Haas Group, SolarBridge, Avention, Brightleaf, and ZogoTech. Volusion | Self-Help Support Specialist | February 2010 – June 2012 • Initially brought in to turn developer-created field help text into customer-friendly, task-based online help. • Managed customer support web portal. • Managed customer knowledge base, and wrote articles, procedures, and user guides on all aspects of eCommerce, aimed particularly at first-time online sellers. • Worked with developers, marketing, social media team, QA, and support concierges to create in-product help, support documentation, video scripts, release notes, and newsletter content. Affinegy | Help Consultant (Contract) | January 2009 – May 2009 • Created in-product help for home networking solutions using RoboHelp and Adobe Creative Suite. Coremetrics | Technical Writer | October 2004 – January 2009 • Designed and maintained online help and printed documentation for behavioral analytics and precision marketing SaaS platform. • Created training materials for developers and customers, operation procedures, and data migration policies. IBM | Technical Editor (Contract) | July 2004 – September 2004 • Rebranded and edited training material, converting it from PowerPoint to FrameMaker. Pervasive | Technical Writer | September 2003 – July 2004 • Created documents and web help for data conversion, integration, and migration products. NE Richardson Ltd (UK) | Technical Writer | July 1997 – December 2002 • Researched and wrote business procedures, online help, user guides, reference manuals, and training materials for computer hardware, software, networked systems, and APIs. Created WebHelp, HTMLHelp, and WinHelp systems using RoboHelp and Framemaker. • Trained and supported developers and non-technical staff to write similar documentation using RoboHELP, Microsoft Office, and other software tools. Managed my own limited company, working freelance or through agencies. Clients included: Child Support Agency, NCR, Homeowners Friendly Society, Smart PeopleTime, National Air Traffic Systems, GEC Alstom, and the Environment Agency.