Ben Goddard

Streamlined massive content migration by manually converting and reformatting thousands of proprietary documents to custom wiki format. Created optimized internal documentation hierarchy for Development and Art teams via deep review of existing structure and analysis of team needs. Reported to management on improvements for automation, content management, and process streamlining.

Founding member of the documentation team. Defined API docs processes and tools. Established communication with developers, SMEs, product managers, and marketing across projects. Brought visibility and respect to the documentation team through frequent and friendly communication, positive energy, progress updates, accountability and establishing best practices.

Provided clear, easy-to-follow user and admin-level content by writing and updating support articles for the documentation hub. Ensured technical accuracy of SaaS functionality, features, and API capabilities by performing detailed reviews with SMEs and developers.

Prepared writers for extensive documentation revamp by researching existing parts ordering system alongside training, learning, and instructional teams. Simplified classroom training content through detailed revisions for clarity and removal of inconsistencies.

Provided B2B customers with relevant, up-to-date support docs and product enhancement details by creating instructional support content and feature change documents for several releases per month. Enabled better SEO and increased customer satisfaction by rewriting PDF guides as online topic-based content; focused on clarity, readability, and simple English for translation.

Helped B2C and B2B customers with updated, accurate content by producing and improving online support articles, release information, blog content, in-product help, and shipped PDF documentation. Upgraded company image by editing marketing communications and release announcements; proofed product packaging and web content; rewrote flagship app UI copy with clearer English.