Admin user guide

Apex Systems, 2019 - client, Microsoft

Overview

I was one of three technical writers on the team that supported the tech support engineers (customer and enterprise.) I wrote end-user and admin user guides for an incident management system. I created 98% of the content for both guides, 100% of this sample. The previous iteration of the end-user document was eight pages of conceptual content, and I kept less than half a page in its original format. To get the information, I used the program and then spoke with the various features’ program managers and lead developers to clarify the functionality. The SMEs did technical reviews, and another technical writer did a peer review primarily for style and tone. I completed these two documents in just over three months’ time while also working on a major content migration and writing internal procedures.