L3 SUPPORT 90%
Kendall Shearman
After a rewarding career in education, I retrained to enter the field of technology in 2018. Since that time, I’ve made it my highest priority to learn as much as possible in every role, grow my technical skills, and become knowledgeable about a wide variety of industry offerings and newly developed technologies. My last two roles have been delivering L3 technical support for high profile clients. Prior to this, I taught Technical Writing, English Composition & Rhetoric, and Literature at the tertiary level.
Due to my prior experience and education, technical writing became an integral part of each role I’ve had since retraining. My tasks have included developing technical guides, writing standard operating procedure manuals, and creating many other forms of documentation. In addition to being a subject matter expert in writing, I am also experienced in markup languages, such as xml, html, and Markdown, as well as the frameworks in which they’re normally situated.
I’m looking forward to further blending my technical skills with my established writing skills as I embark on the next phase of my career. I'm primarily looking for roles in technical writing or CCMS development.
Roles
A summary of my most recent roles
- Providing quarterly written report reviewing customer environments and highlighting violations of best practices.
- Responsible for planning, creating, and maintaining team’s technical troubleshooting articles in our Confluence Knowledge Base.
- Working with high profile customers to resolve complex infrastructure monitoring issues as their main technical point of contact within the organization.
- Maintained and developed organizational knowledge-based documentation.
- Created runbooks for distribution to customers.
- Technical and managerial oversight of complex customer cases.
- Tracked product developments and hot fixes in Jira.
- Developed and improved the existing onboarding documentation materials needed to train new hires.
- Used Markdown to develop and maintained the team resource wiki documentation.
- Performed research, developed presentation materials about the research performed, and presented findings to corporate representatives to communicate team needs to upper management.
- Ran weekly tests to compare app size of beta versions of mobile application for Android and iOS.
- Generated weekly documentation analyzing net size changes in app size and disk footprint.
- Identified size regressions and diffs/engineers associated with regression.
- 2018 - 2021: Austin Community Collect Student (AAS Computer Programming)
- Focus on programming and building technical skills.
- 2012 - 2016: Ashford University Lecturer
- Taught courses in Technical Writing, English Composition & Rhetoric, and Literature.
Portfolio
Check out samples of my work below
