Looking for a job

Michael Gomez

@michaelgomez1

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Technical product liaison and systems specialist bridging tech and people.

United States

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What I'm looking for

I seek roles where I bridge engineering and customers, lead enablement/documentation, improve cloud operations, and build cross-functional partnerships in collaborative, growth-focused teams.

I am a Technical Product Liaison and Systems Technology Specialist with over a decade in SaaS operations and cloud systems, focused on translating technical complexity into clear, actionable guidance.

At Ellucian I led documentation, incident response, and cloud delivery efforts—authoring RCAs and ISRs, managing release documentation with Git and DITA, and designing approval workflows in Oxygen Content Fusion.

My strengths include technical enablement, product lifecycle management, and building cross-functional partnerships that improve customer trust and operational stability.

I excel at turning high-pressure technical situations into calm, executable plans and enjoy working with teams to make technology more human and accessible.

Experience

Work history, roles, and key accomplishments

Senior Technical Writer

Ellucian

Sep 2022 - Jan 2026 (3 years 4 months)

Streamlined documentation processes using AI and managed full-cycle version control with Git and DITA for enterprise cloud releases, while architecting approval workflows in Oxygen Content Fusion to align developers, product owners, and end users.

Technical Writing DITA Git Oxygen Content Fusion Content Versioning

Senior Cloud Service Delivery Manager

Ellucian

Jul 2021 - Sep 2022 (1 year 2 months)

Authored Root Cause Analyses and Incident Summary Reports for enterprise SaaS customers and orchestrated global cloud upgrade communications, resolving complex escalations between engineering and executive client stakeholders.

Incident Management Root Cause Analysis Customer Escalation Stakeholder Management Release Communications SaaS Operations SLA Management

Cloud Service Delivery Manager

Ellucian

Nov 2018 - Jul 2021 (2 years 8 months)

Managed cloud upgrade schedules and notifications for a global SaaS customer portfolio and authored RCAs and ISRs to maintain client trust while serving as the technical liaison for escalations.

Cloud Upgrades Release Management Root Cause Analysis Client Communication SaaS Operations Incident Response Escalation Management

Senior Consultant

Ellucian

Apr 2018 - Nov 2018 (7 months)

Assisted clients with data migration and imports into Ellucian CRM Recruit, building custom VB macros and application imports, and editing XML and CSS for client-facing interfaces.

Data Migration Visual Basic CSS Technical Consulting

Consultant

Ellucian

Jan 2016 - Apr 2018 (2 years 3 months)

Supported client migrations and imports for Ellucian CRM Recruit, creating macros and import routines and performing XML and CSS edits to support client implementations.

Data Migration Visual Basic XML CSS client support Import Technical Documentation

Retail Sales Consultant

AT&T

Nov 2011 - Dec 2015 (4 years 1 month)

Provided customer service and entry-level technical support while meeting and exceeding monthly sales quotas and maintaining individual and business mobile accounts.

Customer Service Sales Technical Support Account Management Quota Achievement