Alan Miranda

Experience

• 

  Photon

  May 2008 - Jun 2009

  Content Editor

  Edited articles for a Chinese client aimed at providing online English classes Provided English language training to employees less fluent in English communication

• 

  Scope e-Knowledge Center

  May 2010 - Jul 2011

  Content Developer

   Authored market reports and articles in the LED and lighting sector for clients technology bulletins Tracked various expos and trade shows related to the lighting sector and offered insights to the client on the recently launched products Interacted with various university professors who are involved in LED research to gather insights about the latest technological advancements in the LED industry Collated the recently launched products in the LED and lighting sector and designed newsletters that were sent to the clients customers on a weekly basis Show less

• 

  Zylog Systems India Ltd

  Jul 2011 - Mar 2012

  Technical Writer

   Developed Proof of Concepts (POCs) that are used to demonstrate the feasibility of a product that is currently developed by the company Compiled content for a Whitepaper titled “PowerBuilder – To stay or not to stay” that provides information for individuals looking to migrate from legacy applications to next generation platforms Designed PPTs that are utilized by the company to elucidate on the functionality of their products Created AVI files that explained the methodologies of converting an outdated application to next generation platform Part of a three-member team that designed product logos, newsletters, brochures, and web layouts Show less

• 

  Symantec

  Feb 2012 - May 2014

  Associate Knowledge Engineer

   Accountable for the Norton knowledge engineering process for Norton Core Products Write Knowledge Base content articles for end users and internal support agents Analyze customer satisfaction reports on a daily/weekly basis and provide adequate feedback to the support team  Co-ordinate with the social media responders team to check for product issues in third-party forums Host weekly forum meetings with cross-functional teams  Work closely with the Norton product support management team reporting frequent issues and feed outcome into self help system  Participate in Knowledge Base process meetings to identify process changes for creating a Knowledge Base article Apply document publishing standards, such as quality, usability, and language editorial standards Show less

• 

  CNSI

  Jun 2014 - May 2016

  Sr. Technical Writer

   Creating and reviewing end-user and technical documentation that include user guides, online help content, installation guide, and release notes Creating technical documentation on product announcements, white papers, and FAQ guides  Creating step-by-step simulation videos for various products using Adobe Captivate 7 Designing templates for the documents and updating the existing documentation as required Creating work flow architecture diagrams for various products using Microsoft Visio 2013 Creating and maintaining an internal Knowledge Management System that served as a single-source repository to the entire organization Researching, understanding, and gathering technical information about products by performing hands-on installation to document the enhanced features Show less

• 

  NortonLifeLock

  May 2016 - now

  Sr Information Developer

  Develop, maintain and improve knowledge base articles used by customers and contact centers globally Partner with key cross functional partners such as Product, Product Marketing and Global Marketing Solutions, Support and Training organisations for content assessment and development Advise on the development of content strategies for new product launches Conduct technical and editorial reviews to ensure high quality documentation delivery Monitor and evaluate the support content through traffic and customer feedback for content effectiveness and recommendations for improvement in support flow Develop and contribute SEO best practices for the knowledge base articles for consumer products Devise short-term and long-term goals to improve CSAT of Knowledge Base articlesTrack customer feedback, conduct discussions with stakeholders to identify gaps and improve content quality Use metrics to evaluate support content traffic and customer feedback Establish detailed product launch plans for support content, and identifying critical path items required for the new launchConduct post launch retrospective reviews to continuously improve the content assessment processDefine staffing and content readiness timeline Show less