Content Strategist
Cisco Systems
Total years of experience :17 years, 8 Months
Responsible for technical docs and content strategy of Cisco's Network Services Orchestrator (NSO).
Responsibilities:
- Drive and manage technical information delivery to customer.
- Be solely responsible for several products in the solution and drive product ownership and development.
- Act as administrator for Atlassian Confluence and Mitel web portal.
- Perform in-depth analysis of new Epic features.
- Sync with the senior management on progress of releases.
- Collect new requirements and provide demos of new solutions to high stake customers.
- Perform test and verification of new features in the product.
- Demonstrate progress and achievements in daily Kanban & project meets.
- Generate focused feedback for products and user experience.
- Guide and train team members.
- Centralize knowledge sharing in the company.
Achievements
- Drove and completed transformation of Mitel’s product information delivery project to web/Cloud.
- Implemented an entirely new web solution from ground up for new product information portal.
- Achieved target of high customer satisfaction with technical information and delivery solution overhaul.
- Succeeded in major cost savings by driving and achieving the transformation project in house.
- Implemented documentation requirements for mission critical EU GDPR project.
- Contributed with several ideas and innovations to dramatically enhance existing solutions.
UC Platforms: Cloud-based, Mobile apps, Desktop apps for Mac and Windows, SIP and deskphones.
Responsibilities:
- Lead and drive the creation, management, and delivery of technical documentation in coordination with R&D.
- Project related coordination, planning, and delivery for customer releases.
- Gathering and analyzing new requirements from Subject Matter Experts (SME) and updating documents.
- Task planning, collaboration, and tracking using Jira tracking system.
- Conducting and moderating technical content review of new and updated content.
- Developing and managing emergency package releases.
- Performing regular editorial and Key Performance Indicators (KPI) checks on Customer Product Information (CPI).
Projects worked: PDU CC/Ericsson IP Multimedia Subsystem (IMS)
esponsibilities:
- Lead and drive the creation, management, and delivery of technical documentation in coordination with R&D.
- Project management, planning, and delivery for customer releases.
- Estimating budget and managing resources.
- Managing successful delivery of products through all phases of project.
- Gathering and analyzing new input from SMEs and updating documents.
- Task progress and tracking in Scrum or Mingle-driven environment.
- Conducting and moderating technical content review of new and updated content.
- Performing regular editorial and KPI checks on CPI.
- Acting as Single Point of Contact (SPOC) towards customer requirements and deliverables.
Projects worked: WCDMA and Multi-standard Radio Base Stations, LTE Software, and Generic Hardware
Responsibilities:
- Lead and drive the creation, management, and delivery of technical documentation in coordination with R&D.
- Developing, updating, reviewing, and maintaining product documentation.
- Keeping constant liaison with R&D engineers for current and future developments in documentation manuals.
- Delivering training to team engineers for new products and managing task distribution.
- Ensuring documentation delivery on time.
- Testing solutions in lab for documentation purposes and providing feedback to R&D engineers.
Achievements and Commendations:
- Completed more than 20 projects generating high profits for ZTE.
- Team lead for more than 10 projects.
- Worked as part of team that outperformed major competitors by significantly improving ZTE’s Customer Satisfaction Index (CSI) within six months of joining.
- Introduced and implemented best practices to help accelerate productivity and communication between R&D and team engineers.
- Most-kept employee of the department.
Projects worked: Fixed-line solutions (DSLAMs, NGN, Access technologies, and routers)
- Work in liaison with core operations department to manage services at core, distribution and access hierarchy, including experience with Cisco access and core layer devices (such as Cisco 6000 series routers and DSLAMs).
- To manage and work with security issues relating to LANs and WANs marked by extensive and constant monitoring/reporting of Micronet's network using JFFNMS.
- Be exceptionally well versed with concepts and practical scenarios relating in particular to connectivity (in regard to various layers of OSI model), security (ACLs, NMS based intrusion detection, analysis and reporting, encryption, authentication, SSH, IPSec, VPNs, IDS and IPS techniques), and optimization (QoS).
- Diagnose and troubleshoot real-life issues relating to office and customer end at various layers of OSI model, network/Internet security and firewalls.
- Undertake routine preventative measures and implementing, maintaining and monitoring network security.
- Provide telephonic, written and on-site support.
- Provide consultancy & solutions to customers pertaining all major classical/modern protocols, DSL connectivity, routers/modem configuration, operating systems, VPNs, P2P link connectivity, IP routing, LAN technologies, bandwidth/network management strategies, emails (web and client-based), VoIP, port forwarding etc.
- Apply troubleshooting techniques to verify solutions.
Achievements and Commendations:
- Best employee award for outstanding performance.
- Several commendations received from CEO and higher management for excellent communication and writing skills.
Vendor/Environment Experience: Cisco, Microsoft, Linux, Sun, Alcatel, Paradyne
Masters degree with courses and workshops in IT and IS management, IT governance and security, case studies on major corporations and turnarounds, presentations, research papers, and team papers. Final term thesis in knowledge sharing and IT impact.
Four year degree in Computer Science with courses ranging from programming languages (C, C++, Java, Visual Basic, Visual C, and more), databases, networking, digital logic design, statistics and probability, calculus, electronics, microprocessor design, industrial automation, communication systems, and computer vision. Final year thesis in Industrial automation of controlling home appliances using RS232.