Open to opportunities

Armando Cardoso

@armandocardoso

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Senior Technical Writer with expertise in project leadership and documentation.

Costa Rica

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What I'm looking for

I am looking for a role that values collaboration and innovation, where I can leverage my technical writing skills to create impactful documentation and contribute to project success.

I am a Senior Technical Writer with over 6 years of experience in delivering high-quality technical documentation. Currently, I lead technical publications for the VIA VPN project at HPE Aruba Networking, where I collaborate with subject matter experts to ensure the accuracy and clarity of content. My proficiency in tools like Madcap Flare and Atlassian applications has enabled me to implement robust documentation processes that enhance the user experience.

Throughout my career, I have authored user documentation for ArubaOS8x and AOS-CX, simplifying complex networking issues into clear explanations. My commitment to quality is reflected in my comprehensive quality checks and my ability to train and manage diverse teams. I thrive in fast-paced environments and am passionate about providing accurate resolutions to both customers and colleagues.

Experience

Work history, roles, and key accomplishments

Current

Technical Writer and Project Lead

Current

HPE Aruba Networking

Dec 2022 - Present (2 years 5 months)

Senior Technical Writer with over 6 years of experience leading technical publications for the VIA VPN project and AOS-CX product. Skilled in collaborating with SMEs to ensure accuracy and clarity in documentation. Experienced in using Madcap Flare and Atlassian tools to enhance content quality and project tracking.

Technical Writing Madcap Flare Atlassian Confluence AOS CX Quality Assurance Documentation Collaboration Editing Proofreading Networking

Technical Writer

Amazon

Jun 2022 - Dec 2022 (6 months)

Responsible for publishing and enhancing content in SDS Concessions Abuse Prevention using XMetaL and CMS. Maintained communication with stakeholders for feedback and project refinement, ensuring high-quality standards.

Technical Writing Content Management Systems DITA Quality Assurance Editing Reporting Feedback

Claims and Supervisor Escalations

Amazon

Nov 2019 - Jun 2022 (2 years 7 months)

Served as the highest point of contact in Amazon Customer Service, managing various departments and mentoring new peers. Demonstrated exceptional communication and networking knowledge.

Customer Service Mentoring Networking Communication Problem Solving Team Leadership Reporting Quality Assurance

Trainer for Concession Abuse Prevention

Amazon

Nov 2019 - Dec 2019 (1 month)

Trained a group of over 30 people in handling CAP contacts, creating schedules and interactive learning activities. Provided support during their first production week.

Training Communication Customer Service Scheduling Mentoring Problem Solving Feedback Teamwork Process Improvement

Concession Abuse Prevention Associate

Amazon

Oct 2018 - Nov 2019 (1 year 1 month)

Handled customer interactions to identify potential abuse trends, requiring in-depth analysis of accounts. Developed skills in customer service and policy enforcement.

Customer Service Enforcement Data Analysis Communication Problem Solving Trend Analysis Reporting Quality Assurance Networking Technical Skills

Spanish Tutor

Fidelitas University

Mar 2016 - Jul 2018 (2 years 4 months)

Taught Spanish to foreign students using creative methods. Managed classes of over 10 students and provided reports on progress and activities.

Teaching Communication Curriculum Development Reporting Creative Mentoring Feedback Classroom Management

Education

Degrees, certifications, and relevant coursework

Cisco

Certification, Networking

Currently in bootcamp to get certified in CCNA.

Fidelitas University

High School Diploma, Language Education

2015 - 2015

Activities and societies: Provided reports of the class, including topics mentioned, activities done as well as a roadmap to improve processes.

Helped foreign students from the USA to learn Spanish in a creative, innovative and fun way over 6 weeks. Took care of over 10 students per class and over 60 by each summer.