Deltapath

I played a double role at Deltapath, working as both a technical writer under the Director of Technical Publications, and as the Manager of Professional Services for North America. This unique opportunity offered great perspectives into the administrative, developer, implementation, and support needs of Deltpath’s clients.

APIs

I played an instrumental role in creating multiple versions of the Deltapath API Guide. As a subject matter expert, I worked closely with the engineering team to thoroughly understand the intricacies of the Deltapath API and its evolving functionalities. This involved translating complex technical details into clear and coherent documentation tailored to various audiences, such as developers and system integrators. My commitment to keeping the API guide up-to-date involved regular communication with the engineering team to incorporate changes, new features, and improvements in each version. The resulting API guides not only provided a comprehensive reference for users but also served as a testament to our dedication to delivering accurate and user-friendly technical documentation to support developers and stakeholders integrating with Deltapath's API.

User Guides

I had the privilege of working closely with the Director of Technical Publications in a dual capacity, serving as both a subject matter expert and an additional writer in the creation of the user guide for Deltapath's mobile application. Leveraging my in-depth understanding of the mobile application's functionalities, I contributed valuable insights and technical expertise to ensure the accuracy and comprehensiveness of the user guide. Additionally, I actively participated in the writing process, translating complex technical details into clear and user-friendly language. This collaborative approach allowed us to create a user guide that not only met the highest standards of technical accuracy but also prioritized the end user's experience. By working hand-in-hand with the Director of Technical Publications, I played a vital role in delivering a user guide that empowered users to maximize the capabilities of Deltapath's mobile application seamlessly.

Admin Guides

I collaborated closely with the Director of Technical Publications, assuming the dual role of subject matter expert and additional writer in the creation of the extensive Deltapath UC Platform Administrator's Guide—a comprehensive document spanning over 500 pages that meticulously documented every facet of the product's offerings. My deep understanding of the UC Platform's intricacies allowed me to provide invaluable insights into the technical nuances, ensuring accuracy and completeness in the documentation. As an additional writer, I contributed to the guide's development by translating complex technical information into clear, accessible content. This collaborative effort aimed not only to capture the expansive range of features and functionalities but also to present the information in a user-friendly manner, empowering administrators with the knowledge they needed for effective management and optimization of the Deltapath UC Platform. The resulting guide stood as a testament to our commitment to transparency and user empowerment within the product ecosystem.

Reference Guides

I took the initiative to enhance customer self-sufficiency by creating two quick reference guides aimed at streamlining and resolving common issues that were previously escalated to our support team. These guides were designed to empower customers with the knowledge and steps needed to perform basic tasks independently, reducing the need for unnecessary escalations and enhancing the overall user experience. By distilling complex procedures into clear and concise instructions, I contributed to the development of valuable resources that not only alleviated the burden on our support team but also empowered customers to efficiently navigate and troubleshoot issues on their own. This proactive approach not only improved customer satisfaction but also demonstrated a commitment to providing accessible and user-friendly documentation to enhance the overall efficiency of our support processes.

UX/UI

In collaboration with the Director of Technical Publications at Deltapath, I played a key role in crafting the user experience (UX) and user interface (UI) copy for the Deltapath UC software platform and mobile application. My involvement extended beyond technical expertise to focus on user-centric communication, ensuring that the language used within the software interface was clear, intuitive, and aligned with the end-users' expectations. By distilling complex technical concepts into concise and user-friendly copy, I aimed to enhance the overall usability of the software and mobile application. This collaborative effort contributed to creating an interface that not only showcased the robust features of the Deltapath UC platform but also prioritized a seamless and intuitive user experience, ultimately resulting in a more user-friendly and accessible communication and collaboration tool for our customers.

Release Notes

I played a crucial role in facilitating communication between technical teams and end-users by working directly with engineering to create comprehensive release notes for each engineering release. Acting as a liaison between the technical and documentation teams, I engaged closely with engineers to extract detailed information about new features, enhancements, and bug fixes. This collaborative effort ensured that the release notes accurately reflected the changes introduced in each engineering release. By translating technical jargon into clear and accessible language, the release notes served as a vital communication tool, keeping our user community well-informed about the latest updates. This proactive approach not only enhanced transparency but also contributed to a more seamless user experience, empowering users to leverage the full capabilities of each software release with a clear understanding of the changes and improvements implemented.