10. Collaboration and team contributions
This chapter connects the support knowledge-base work with training, shared writing practice, and the AI authoring workflow. The recognition chapter and full feedback preserve colleagues' and managers' own words separately from my account.
10.1 Making knowledge reusable for colleagues
In Support, I helped agents format knowledge-base articles and communicated best practices with managers and team leads. In Technical Writing, I contributed review guidance, training materials, tool instructions, and onboarding feedback. The continuity is the effort to make a useful method accessible beyond the person who first discovered it.
The AI Documentation Workflow Training Guide's process and DITA Figure Wrapper instructions are concrete examples of this transfer. They package a process or utility for other writers rather than leaving its operation in an individual conversation.
10.2 Onboarding structure and product learning
In June 2025, I reviewed a colleague's new-writer training material and proposed an introduction covering the four verticals, process overviews before evaluation criteria, consistent module naming and formatting, integration of reference pages into the Foundations module, and interactive progress tracking if supported. I also supplied draft introductory copy.
I maintained onboarding resources and proposed adding a technical-writer training-links guide to the Foundations module. I also arranged product training and hands-on lab opportunities for a new writer.
10.3 Working across teams
My writing and systems work involved Product Management, Development, QA and engineering SMEs, Technical Support, Web, Data Science, IT/Help Desk, Business Intelligence, People & Culture, and Global Training. The strongest examples connect those relationships to a concrete task: clarifying feature behaviour, defining migration workflows, investigating an overwrite, obtaining repository access, or developing reusable training.
I consulted several engineering SMEs. I worked with the Web team on Umbraco, and with the Data Science team on shared tooling and repositories.
On May 13, 2026, I contacted a colleague about search visibility after observing that SOTI MobiControl did not appear on the first results page for an “Android MDM” search. They said their team was working on the issue and invited collaboration.
10.4 Hiring and referrals
I participated in first-round Technical Writer interviews, reviewed candidate profiles, and helped coordinate interviews with colleagues.
I circulated an external Technical Writer opening and helped an internal candidate navigate an application for a Technical Lab Specialist role.
10.5 More ways I support the team
I contributed an Oxygen XML troubleshooting guide, a reusable DITA task template and example, interactive network diagrams, and analysis connecting help usage with support cases.
I contributed reverse-shadowing and peer-review training, video-first task templates, legacy-help redirects, Power Automate video detection, lockdown guidance, and documentation standards discussions. I also wrote a Cisco ThousandEyes deployment knowledge-base article and shared it with the team. My wider responsibilities included first aid and fire-warden duties.