Open to opportunities

Reagan Sterner

@reagansterner

Message

I build compliant product documentation and knowledge bases that customers love.

United States

Message

What I'm looking for

I’m looking for a role where I can own product documentation and knowledge base strategy end-to-end—partnering with engineering, product, and design—while ensuring compliance, measurable impact, and a consistent customer-focused voice.

I’m a CSM and content-focused project manager who creates and scales documentation that helps customers onboard, understand analytics, and find answers fast. Across roles spanning content operations, technical writing, and project management, I’ve led end-to-end work—building templates and strategies, setting peer review processes with cross-functional teams, and verifying documentation alignment with regulatory and compliance standards, including HIPPA and SOC2.

I’ve driven measurable outcomes by modernizing knowledge bases and documentation workflows—streamlining publishing with a content management system, improving search and accessibility, and collaborating with engineers, product managers, and designers to keep everything accurate. Highlights include orchestrating a knowledge base revamp with new branding and advanced search that resulted in a 600% increase in article views, and managing article performance that contributed to a 20% increase in article traﬃc.

Experience

Work history, roles, and key accomplishments

Current

Content Project Manager

Current

Kalderos

Jan 2025 - Present (1 year 6 months)

Create and maintain product documentation including user manuals, release notes, knowledge base articles, and API reference guides. Develop documentation templates and peer review processes, and ensure compliance alignment with HIPPA and SOC2.

Product documentation User Guides Knowledge Base Management API Documentation Documentation Strategy Peer Review Compliance Documentation SOC2 Customer Onboarding

Content Editor

Microsoft Games

Jan 2024 - Jan 2025 (1 year)

Research, design, and update game-related content to communicate strategies and narratives that enhance player experience. Build historical references for traceability and version control, create customer service SOPs, and review community contributions to meet quality expectations.

Content Strategy Content Design Historical References Traceability Version Control SOPs Quality Review and Editing

Technical Writer

Wintrust

Jan 2023 - Jan 2023 (0 months)

Develop and maintain structured, scalable instruction manuals for mortgage software onboarding and ongoing maintenance. Conduct subject matter expert interviews to keep instructional material accurate and up to date.

Project Manager, UX

Grin Technologies

Jan 2022 - Jan 2023 (1 year)

Led migration and revamp of the company knowledge base by adding branding elements and advanced search capabilities, increasing article views by 600%. Streamlined documentation workflows with a content management system and improved documentation processes including API documentation and AI-assisted customer replies.

Content Management Systems API Documentation Customer Self Service

Site Support Engineer & Writer, iCloud

Apple, Inc.

Jan 2010 - Jan 2022 (12 years)

Managed call center escalations and delivered virtual training for front line agents, supporting issue reporting and process integrity. Tracked article performance to optimize content effectiveness and supported adoption through internal documentation and support-ready training.

Escalation Support Article Traffic Optimization