2. Career history and progression
2.1 Learning systems through service desk work
I began in Service Desk Support at RWDI in Guelph, completing a co-op from January to September 2021 and continuing on a part-time contract from September to December 2021.
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 handled inventory and purchase orders, re-imaged computers, upgraded RAM, network cards, and SSDs, arranged desk setups and manufacturer repairs, and supported network printers. I configured MFA and OneDrive on company phones and supported civil-engineering software such as Sensr and Senseview.
2.2 Entering SOTI Technical Support
I joined SOTI in January 2022 in Level 1 Technical Support and progressed to Technical Support Specialist / Level 2 in August 2022. I investigated customer configurations and failures, consulted existing knowledge, and worked with senior triage staff and Development on issues requiring further investigation.
I supported cloud and on-premise environments across SOTI ONE. As an aligned engineer for enterprise customers, I maintained continuity on complex issues, helped Level 1 colleagues with escalations, and achieved an overall NPS of 94.
2.3 Knowledge work within Support
As a key member of Project Sherpa, I identified knowledge gaps and authored more than 60 knowledge-base articles across SOTI Identity, SOTI Connect, SOTI XSight, and SOTI MobiControl. These articles had over 140 case attachments and some of the highest internal view counts.
I helped agents structure and format articles, shared documentation practices with managers and team leads, verified technical details with Product Management and SMEs, and tracked North American deliverables. In January 2024, I supported a regional goal of one knowledge-base article per agent each week and gathered closed-case data to help track progress.
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
My transition into writing began with an internal development opportunity in March 2024, followed by the formal Technical Writer I role from April 2024 through February 2026. Early contributions included onboarding guidance for profile attributes and conditions in Oxygen XML and helping establish a dedicated environment for technical writers.
As a Technical Writer I, I used DITA/XML, Oxygen, Git, WebHelp/HTML5, and CSS to plan and deliver user guides, SDK documentation, and integration manuals. I worked with Product Management, Development, and QA, incorporated review feedback, and used ChatGPT and Microsoft Copilot to assist drafting and review.
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 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
I became Technical Writer II in March 2026. As a senior technical writer on the team, I lead online help deliverables for SOTI MobiControl, the company's flagship product, and help facilitate team initiatives and projects. I improve templates and workflows, produce and analyze monthly departmental metrics, support colleagues, and apply troubleshooting experience 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 through practical examples.
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 explain the tools and processes I developed.