Lead Technical Writer
Shiji Payment Solutions
(Internet and Information Technology, 1000-5000 employees)
Keywords
Office 365
Atlassian Confluence / Jira
Sharepoint
Software Development Life Cycle (SDLC)
QA & Testing
Implementations
Installation
AWS (Amazon Web Services)
Google Cloud
Tableau
UAT Testing
TCP / IP
Logstash
POS
Payments
Gateway
Processors
PMS
Release Management
Release Coordination
tech writer
Technical Writer
technical Consultant
Content
content editing
Content Management
writing technical specifications
Writing
Skills
Technical Writing Experience
OS: Windows, Android, Mac
Cloud: Familiar with VMs on AWS & Google Cloud
Applications: Confluence, Jira, SharePoint & Office 365 Suite
Communication: TCP/IP logging, XML, HTTP
Departments: Development, QA, Implementations, Support
- Complex System Documentation
- Defining Business Requirement
- Defining Process and Workflows
- Confluence and Atlassian Products
- SharePoint and Microsoft 365
- Product Lifecycle Analysis
- Familiar with AWS & Google Cloud
- Continual Process Improvement
- QA Testing & Production Support
- Software Release Management
- Soft skills: great communication skills, team player, root cause analysis, detail-oriented leader
- Agile payment software frameworks
- Release analysis and process improvements
- Development life cycle tracking with Jira
- Technical documentation in Confluence
- Familiar with VMs on AWS & Google Cloud
- Network understanding: switches, LAN, VPN
- Endpoints, POS, gateways, processors, PMS
- QA testing & production support
- Implementation of middleware on POS systems
- Soft skills: iterative process improvement, root cause analysis, detail-oriented leader
- Understanding: TCP/IP logs for QA and support
OS: Windows, Android, Mac
Cloud: Familiar with VMs on AWS & Google Cloud
Applications: Confluence, Jira, SharePoint & Office 365 Suite
Communication: TCP/IP logging, XML, HTTP
Departments: Development, QA, Implementations, Support
Project history
01/2019
-
Present
- Manage the transfer of knowledge between Sales, Development, DevOps, QA, Certification, and Operations.
- Own Confluence knowledge base and Release Notes for each solution released into production.
- Create knowledge base, release notes, handoffs, templates, process workflows, system swimlanes, onboarding docs, troubleshooting guides, and so forth from scratch.
- Collaborate with NCR to discover needs, fulfill requests, and consolidated docs into 1 MS Teams channel including: Version Compatibility Matrix, Troubleshooting Guide, Integration & Upgrades, Support Process, and so forth.
- Develop new solution release structure by bridging gaps in the handover of info between Dev, QA, and Ops.
09/2017
-
12/2018
Operations Analyst & Technical Writer
Touchpeak Software
- Led implementation of default MID structure at Braves (SunTrust Park) for 2018 season. This grouping method captured up to $20k of previously unaccounted for transactions per game. Root cause: moving POS and pin pads.
- Installed Android APK Framework at Falcons (Mercedes Benz Stadium) with Product Owner in 2018/19.
- Led QA migration from HipTest to Adaptavist (Jira Plugin) and produced test cases for NCR Quest POS runs.
- Performed QA runs, installs, and updates each sprint on Quest POS from 2017-2018 for Retail and Arenas.
- Led support inbox statistically in 2018 - 677 answers out of 1454 (47% of total team) and 432 out of 1375 (31%).
- Supported Over 10,000+ POS terminals across the US, Canada, & Europe (NCR Quest POS & Microsoft MPOS)
09/2016
-
08/2017
Data Analyst for various projects
The Coca-Cola Company
(Consumer goods and retail, >10.000 employees)
- Documented and demoed key Tableau and Google Cloud Platform functions to internal KO team as Tableau SME.
- Handled highly secure global sales information, global initiatives, strategic business plans, and calculations.
- Created 390 test cases by parsing the business requirements and testing strategy while adhering to strict data polices.
- Supported global digital product offerings with more than 90k assets, 40k users, and 13 platform languages.
01/2016
-
09/2016
Co-founder / Lead Industrial Engineer
BioMedical Startup
(Pharmaceuticals and medical technology, < 10 employees)
- Led Customer Discovery following Lean startup model, securing and conducting over 110 industry interviews.
05/2015
-
12/2015
Engineer Intern
The Home Depot
(Consumer goods and retail, >10.000 employees)
- Developed a MHE Optimization Tool which had a project valuation of $2.4 million over the network.
- Assessed under-utilized MHEs, collected 18 time studies, and gathered demand forecasts to create Excel tool.
- Built dashboard within Excel to input data, modify with linear optimization methodology, and output on graphs.
- Reduced inbound and MHE cost by $200k by finding an appropriate number of MHEs to lease and rent for SDC
Local Availability
Only available in these countries:
USA
Atlanta proper, available to work remote.
Other
Kyle is an accomplished technical analyst with quality assurance testing, defect management experience, and big data validation. Supported global digital product offerings with more than 90k assets, 40k users, and 13 platform languages. Worked with international vendors to communicate user stories, defects, and enhancements between Business and IT. Provided technical data and information collection, analysis and reporting across key digital applications and platforms.
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After graduating from Georgia Tech, Kyle started his career supporting Coca-Cola's global digital marketing team by coordinating projects surrounding their digital asset management system. He spent a 2016-2017 UAT testing international vender's software, performing data transformation, and supporting 90k assets, 40k users, and 13 platform languages. Then he moved up to Coke's innovation team in 2017 using his analysis skills to validate the migration of all highly secure sales data to Coke's first cloud data lake. He created test cases by parsing business requirements and pulled data from the cloud using Tableau.
Next, Kyle enabled NCR to run its financial services in some of the largest sporting arenas in the world through Touchpeak Software, a middleware startup. He wore many hats while spending a year with Operations, then a year with QA, before landing on the product team. Some highlights include:
- Contributed to the delivery of SP-Framework and Android products to market: US, Asia-Pacific, Middle East, Eur.
- Led effort to create solution handover process by gathering and defining requirements from subject matter experts.
- Facilitated global releases customized for POS (Simphony, Quest, Infrasys) and PMS (Opera, StayNTouch, AC).
- Led implementation of default MID structure at Braves (SunTrust Park) for 2018 season. This grouping method captured up to $20k of previously unaccounted for transactions per game. Root cause: moving POS and pin pads.
- Installed Android APK Framework at Falcons (Mercedes Benz Stadium) with Product Owner in 2018/19.
- Performed QA runs, installs, and updates each sprint on Quest POS from 2017-2018 for Retail and Arenas
- Led support inbox of over 10,000+ POS terminals across the US, Canada, & Europe (NCR Quest POS & Microsoft MPOS).
After Shiji Group acquired Touchpeak, Kyle joined Shiji Payment Solutions' effort to dominate the payments sector by providing solution packages to global hotel groups and venues.
-
After graduating from Georgia Tech, Kyle started his career supporting Coca-Cola's global digital marketing team by coordinating projects surrounding their digital asset management system. He spent a 2016-2017 UAT testing international vender's software, performing data transformation, and supporting 90k assets, 40k users, and 13 platform languages. Then he moved up to Coke's innovation team in 2017 using his analysis skills to validate the migration of all highly secure sales data to Coke's first cloud data lake. He created test cases by parsing business requirements and pulled data from the cloud using Tableau.
Next, Kyle enabled NCR to run its financial services in some of the largest sporting arenas in the world through Touchpeak Software, a middleware startup. He wore many hats while spending a year with Operations, then a year with QA, before landing on the product team. Some highlights include:
- Contributed to the delivery of SP-Framework and Android products to market: US, Asia-Pacific, Middle East, Eur.
- Led effort to create solution handover process by gathering and defining requirements from subject matter experts.
- Facilitated global releases customized for POS (Simphony, Quest, Infrasys) and PMS (Opera, StayNTouch, AC).
- Led implementation of default MID structure at Braves (SunTrust Park) for 2018 season. This grouping method captured up to $20k of previously unaccounted for transactions per game. Root cause: moving POS and pin pads.
- Installed Android APK Framework at Falcons (Mercedes Benz Stadium) with Product Owner in 2018/19.
- Performed QA runs, installs, and updates each sprint on Quest POS from 2017-2018 for Retail and Arenas
- Led support inbox of over 10,000+ POS terminals across the US, Canada, & Europe (NCR Quest POS & Microsoft MPOS).
After Shiji Group acquired Touchpeak, Kyle joined Shiji Payment Solutions' effort to dominate the payments sector by providing solution packages to global hotel groups and venues.
