Online Help

I develop content solutions such as online help using structured and unstructured editors and other tools, authoring from scratch by using the products, including SaaS security, virtualization, encryption, network security, disaster recovery/high availability, legal compliance technologies, and other products.

Palo Alto Network Online Help & Manuals

Product – SaaS Security (CASB) product comprised of 3 bundled products.

As SaaS Security team's sole tech writer:

Defined the architecture of the existing SaaS Security Administrator's Guide. Delivered Release Notes.
SaaS Data Security product: Increased the quality of documentation by making it task-oriented and increased content by 300% in under 2 years, adding 400 pages of content.
SaaS Security Inline product: Delivered all content for first launch of SaaS Security Inline. Delivered the team’s first product support matrix and Prisma SaaS blog.
SaaS Security Posture Management product: Delivered initial info architecture and content draft for first launch of SaaS Security Posture Management, with the exception of onboarding procedures.

Goal – Show how to use and configure SaaS security products to secure company data and identify security risks.

Users/Audience – SaaS Security Administrators and Chief Security Officers (CSO).

Collaboration – Worked with Product Manager and Field/Sales Engineers to define use cases. Worked with Software Engineers/DevOps to review my authored content. Collaborated with UX Engineers to develop UI copy. Interacted with Escalation Engineers to provide doc improvements to address customer needs.

Baffle Online Help

Product – Encryption solutions, deployed via on-premise or cloud

Goal – Show how to securely deploy encryption product so as to protect customer data.

Users/Audience – Database, Application, and Key Store Administrators

As sole tech writer, I delivered:

Company’s first help system (“1.0”)
Web-based WebWorks help system
Deployment workflows to improve usability
Google Translate for localization
Greyscale skin to compliment product UI and accommodate ongoing look-and-feel changes

Collaboration – Worked with Chief Product Officer/Founder, VP of Engineering, and QA Manager for scope reviews. Worked with Software Engineers to review my authored content.

Pano Logic Online Help

Product – Desktop virtualization device

Users/Audience – End-users and System Administrators

As company's sole tech writer, I delivered:

Company’s first help system – delivered in under 2 months
Web-based WebWorks help system
Context-sensitive help
Extensive deployment workflows to support third party server virtualization environments
Google Analytics to track customer traffic
Visio decision tree diagrams to help customers make key decisions

Goal – Show how to deploy and configure a desktop virtualization appliance.

Collaboration – Worked with Product Manager to define use cases. Worked with Support Engineers and Software Engineers to review my authored content and worked with VP of Customer Support to test Online Help navigation usability.

Untangle Online Help

Product – open source router/security appliance for small business owners

Users/Audience – Small Business Owners and System Administrators

As company's sole tech writer, I delivered:

Web-based MediaWiki help system for open-source community
Company’s first online help system – delivered in under 5 weeks
50% new content for 13 products
Built-in translation/internationalization
Inclusions (“single sourcing”)
Extensive FAQ linking

Goal – Show how to install a security appliance in an existing small business network and add security products to that appliance to improve network security.

Collaboration – Worked with Founder and VP of Support to define documentation scope. Worked with Software Engineers and QA Engineers to review my authored content. Interacted with open source customers to improve documentation completeness and use case.

Securimate Online Help

Product – SaaS due diligence (aka legal compliance) software with case management system

Users/Audience – Legal Compliance Managers/Case Managers, Department Managers, and System Administrators

As company's sole tech writer, I delivered:

Company’s first online help system – delivered in under 2 months
HTML-based RoboHelp system (local)
3 different user profiles
Most topics from scratch

Goal – Show how to customize workflows in a case management system to achieve legal compliance.

Collaboration – Worked with Founder to review doc outlines/scope and technical accuracy of content. Collaborated on release schedule.

Quorum Online Help

Product – DR appliance that enables fast recovery by running up-to-date virtual copies of your protected servers

Users/Audience – System Administrators

As company's sole tech writer, I delivered:

Company’s first online help system
HTML-based WebWorks help system
Context-sensitive help
3 help systems from a common library of single-sourced topics
Extensive troubleshooting topics
Thumbnail screen shots for more “real estate”

Goal – Show how to deploy and configure a disaster recovery appliance to fail over and recover during a disaster and all best practices therein.

Collaboration – Worked with Chief Product Officer/Founder, VP of Engineering, and QA Manager to review doc designs and scope. Worked with Software Engineers to review my authored content for technical accuracy.

Aptare Online Help

Product – Storage reporting aggregator to help backup monitoring, capacity planning, and storage utilization in a heterogeneous storage environment. Operated on third party backup servers in SAN and NAS: IBM, EMC, Veritas, HP, etc. Acquired by Veritas.

As company's sole tech writer, I delivered:

Company’s first help system – delivered in under 3 months
Web-based RoboHelp help system
Context-sensitive help
(Critical!) Rebranding to support resellers – from unique product variables to company logos
- Extensive information architecture investment and user task/profile analysis
- Added 75% new content, encompassing 5 books
- Solid hand-off – recruited technical writing team and produced training material

Goal – Show how to deploy and configure a disaster recovery appliance to fail over and restore data during a disaster and all best practices therein.

Users/Audience – Storage Administrators, MSPs and non-MSPs, SQL Programmers, and End users (Legal Compliance Professional, Billing and Chargeback Professional, and Storage Director).

Collaboration – VP of Engineering to review doc scope and Software Engineers to review my authored content for technical accuracy.

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