2. Career history and progression
2.1 Learning systems through service desk work
My earliest employment entry is Service Desk Support at RWDI in Guelph. My resume records a co-op from January to September 2021, followed by a part-time contract from September to December 2021. I retain those dates as recorded. The exact duration of the co-op should be confirmed before describing it as an eight-month placement.
The role involved both systems administration and direct device support. I used graphical interfaces and PowerShell for Active Directory work, managed DHCP, DNS, and print services, supported user access and remote administration, and performed registry backup and recovery. Exchange Server 2019 and Outlook work included installation and configuration, mailbox delegation, mail flow, shared mailboxes, contacts, distribution lists, permissions, email rules, archiving, recovery, and spam controls.
For customers and colleagues, that meant solving the access, mail, network, and device problems that interrupted daily work. The Skills page connects each named system with this role and distinguishes hands-on duties from resume-listed familiarity.
I also worked with equipment and the physical service environment. My recorded responsibilities included inventory and purchase orders, re-imaging computers, RAM/NIC/SSD upgrades, desk setups, manufacturer repair support, network printers, MFA and OneDrive setup on company phones, and software for civil-engineering recording instruments such as Sensr and Senseview. These details establish the practical breadth of the role rather than a general claim of IT experience.
2.2 Entering SOTI Technical Support
I joined SOTI in January 2022 in Level 1 Technical Support. My resume records the move to Senior Technical Support Specialist / Level 2 in August 2022. The support work involved understanding customer configurations, investigating failures, consulting existing knowledge, and collaborating with senior triage staff and Development where behaviour required further investigation.
My responsibilities covered cloud and on-premise environments and several products within SOTI ONE. I supported customers as an aligned engineer and helped Level 1 colleagues with escalations. My resume names Walmart, Rexall, Acosta, PeaceHealth, and Natural Grocers among the enterprise accounts I supported and reports an overall NPS of 94.
2.3 Knowledge work within Support
During the support period, I was a key member of Project Sherpa and helped identify knowledge areas where agents needed better documentation. My resume reports that I authored 60+ knowledge-base articles, with over 140 case attachments and 1,500 internal views, across SOTI Identity, SOTI Connect, SOTI XSight, and SOTI MobiControl.
The work also involved helping agents structure and format their articles, communicating best practices with managers and team leads, validating details with Product Management and SMEs, and tracking North American deliverables. A January 2024 Teams conversation, summarized in the career report, describes helping agents in my region create at least one KB article a week and manually gathering rough closed-case tracking data. That historical target and tracking activity should not be treated as a verified team-wide completion rate.
This is the clearest connection between the support and writing chapters of my career. I was already translating technical findings into reusable material and helping others communicate it consistently before entering a formal writing role.
2.4 Moving into Technical Writing
The career report records a January 2024 conversation about an internal development opportunity effective March 1, 2024. It also describes an onboarding-procedure contribution on March 25 involving profile attributes and conditions in Oxygen XML, a dedicated Technical Writers environment email on March 22, and a May 2 email signature identifying me as a Technical Writer. My resume lists the formal Technical Writer I period as April 2024 through February 2026. I preserve both the internal-development date and the resume period because they may describe different aspects of the transition.
As a Technical Writer I, I worked with DITA/XML, Oxygen, Git, WebHelp/HTML5 output, and CSS customization. My resume describes planning and delivering documentation including user guides, SDKs, and integration manuals, coordinating with Product Management, Development, and QA, incorporating feedback, and using ChatGPT and Microsoft Copilot for drafting and review assistance. Specific samples should be attached before treating every listed document type as a standalone portfolio project.
This was end-to-end product documentation work: deciding what a release changed for readers, drafting or revising the affected material, resolving technical questions with the product team, and taking changes through review into the help. Chapter 5 follows that process into named examples and inspectable writing changes; the resume's document-type list remains broader than the selected samples.
The change in role shifted my main output from customer cases and knowledge articles to product help, topic sets, and release-related documentation. The technical investigation remained relevant: a procedure still required an accurate understanding of how the feature worked and the conditions under which the reader would use it.
2.5 Technical Writer II
My resume records Technical Writer II from March 2026 onward. The responsibilities include leading small-to-medium documentation projects, using advanced team tools, improving templates and workflows, producing and analyzing monthly departmental metrics, supporting colleagues, and applying advanced troubleshooting to documentation accuracy.
The 2026 examples show that scope through feature research, migration validation, Umbraco workflow design, content-integrity proposals, documentation utilities, AI workflows, and shared-repository work. These activities align with the wider research, collaboration, and systems responsibilities of my senior writing role.
In this senior writing role, leading a documentation effort also means improving the way the team produces and checks content. The AI workflow, review method, migration tooling, and quality checks make that expanded responsibility concrete without treating every experiment as a released product.
Across the timeline, support, research, writing, and knowledge transfer remain visible. What expands is the range of things I work on: from customer systems and articles, to product topic sets, and then to the authoring, migration, review, and automation systems around the content.
2.6 AI workflows in my senior writing role
In my senior role as a Technical Writer II, I began improving the system around documentation as well as the topics themselves. An AI-assisted authoring workflow brings Jira issues, design mockups, existing help, and source validation together to give writers a reviewable starting draft. A peer-review skill captures patterns from approximately 2,500 peer-review comments I mined from Git history, then uses those patterns as guidance for future reviews.
The same approach extends to migration tooling, Figma retrieval, and documentation quality checks. I use AI to accelerate research, conversion, and inspection while retaining human review of product facts, editorial decisions, and published content. The linked projects show where that practice became a reusable process or tool, and where an outcome remains to be verified.