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Michael Gomez

@michaelgomez1

I am a Technical Product Liaison and Systems Technology Specialist with over a decade in SaaS operations and cloud systems.

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’ve spent over a decade working in SaaS operations and cloud systems, but I’ve always felt my real job is being a bridge. I thrive in that space where technical complexity meets the people who actually have to use it. I truly enjoy taking a high-pressure technical situation—whether it’s a service disruption or a complex data migration—and turning it into a clear, calm plan that helps a team move forward with confidence.

During my time in Cloud Service Delivery, my focus was on making sure my partners—from cloud engineers to Tier-1 enterprise customers—always had the strategic context and technical enablement they needed. When system complexities created friction, I stepped in to provide the Root Cause Analysis (RCA) and process improvements needed to restore stability and maintain executive-level trust.

Throughout my career, I’ve focused on Knowledge Enablement and Technical Content Strategy. I’ve translated technical roadmaps and complex XML/DITA architectures into actionable guides used by thousands of customers and employees alike. I believe that no matter how technical the subject, the user deserves a clear, structured path to success.

I’m naturally detail-oriented, but I always keep the "Big Picture" in mind. From building custom VBA automation logic to governing documentation lifecycles in Oxygen Author, I enjoy the challenge of building cross-functional partnerships from the ground up and setting the standard for operational excellence.

Experience

Work history, roles, and key accomplishments

Senior Technical Writer

Ellucian

Sep 2022 - Jan 2026 (3 years 4 months)

Managed the full-cycle documentation for eTranscripts and enterprise-level cloud releases.
Streamlined daily documentation workflows by integrating Artificial Intelligence (AI) tools.
Managed formal approval workflows within Oxygen Content Fusion.
Translated internal technical specifications into high-value customer-facing guides.

Technical Writing DITA Git Oxygen Content Fusion Content Versioning

Senior Cloud Service Delivery Manager

Ellucian

Jul 2021 - Sep 2022 (1 year 2 months)

Created Knowledge Base (KB) articles and technical PDFs.
Oversaw the service delivery strategy for the full Ellucian CRM SaaS portfolio (Advance, Advise, and Recruit).
Facilitated Quarterly Business Reviews (QBRs) with leadership to analyze escalation trends and audit SLA downtime.
Partnered with Cloud Assurance Managers to support Tier-1 institutional implementations.

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)

Authored customer-facing PDFs and internal Knowledge Base articles to support Professional Services during complex SaaS implementations.
Managed the end-to-end upgrade notification and scheduling major release cycles.
Led project kick-off sessions in collaboration with Project Managers.
Authored Root Cause Analysis (RCA) and Incident Summary Reports (ISR).

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

Senior Consultant

Ellucian

Apr 2018 - Nov 2018 (7 months)

Led the end-to-end implementation of Ellucian CRM Recruit.
Partnered with project leadership to scope technical requirements for custom data import.
Delivered expert-level training to clients on system customization.
Oversaw the creation of custom import entities and data transformation using custom macros in Visual Basic.

Data Migration Visual Basic CSS Technical Consulting

Consultant

Ellucian

Jan 2016 - Apr 2018 (2 years 3 months)

Conducted comprehensive client training on default and Ellucian-specific data import functions.
Developed custom VBA macros to transform legacy institutional data into standardized formats.
Built and configured custom import entities and user-facing pages.
Executed custom CSS and branding logic for client-facing CX sites.

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