Joseph Snyder

I’m a technical writer with more than four years of experience creating user-centered support documentation for call center environments. At Kroger, I started in the support center ServiceNow, gaining firsthand insight into what my target audience experiences daily—so my documentation answers real questions.

In my technical writing work, I updated the Knowledge Base for the Store Support Pillar, covering networking, store-side desktop, store application support, telephony, and server support documentation. I worked often with Level 3 support teams and CCoE product owners and service planners, and I helped set knowledge standards to maintain documentation quality.

I also built a workflow that incorporated the documentation lifecycle into yearly reviews, ensuring support articles stayed up to date. To continuously improve, I studied user interactions by listening to call recordings and watching screen captures, and I consulted with training to maintain parity between documentation and training materials.

Before focusing on documentation full-time, I supported networks and telephony, trained new hires on the In-Store Networks (ISN) team, and edited the ISN Training Manual. I’ve also brought IT support experience from roles including wireless and wired network support in a SCO Unix environment, store server support on IBM hardware, and desktop work involving SCCM and Active Directory domain migration.