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Carl D.
Senior Technical Writer @Nasuni
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WORK HISTORY
Senior Technical Writer @Nasuni
Boston, MA, US
Selected for 2025 Customer Self-Service Initiative alongside VP and Director leadership to modernize enterprise documentation strategy and content operations.Led the transformation of a fragmented documentation ecosystem into a centralized, AI-enabled platform fully aligned with Engineering release cycles.Impact:• Consolidated 170+ guides into a unified, structured documentation architecture.• Achieved and maintained a 93% platform search success rate (vs. 80% benchmark).• Reduced documentation-related break/fix Support tickets by 10% through improved customer self-service troubleshooting and search optimization.• Embedded AI-assisted workflows to accelerate drafting, summarization, and FAQ generation.• Implemented reusable structured content to improve scalability and lifecycle management.• Designed and launched a centralized Jira-based Documentation Request workflow to improve documentation and fix errors, along with creating prioritization, ownership, and transparency.• Established a customer feedback loop to continuously refine documentation based on real-world usage.My daily responsibilities include- Creating and updating platform documentation for engineering teams and our customers- Researching and implementing AI to help our team efficiently create and maintain documentation- Collaborating with a global team of Product Managers and Engineers to develop and maintain a library of strategic planning, installation, reference, and maintenance documentation.
EDUCATION
University of Massachusetts, Amherst
BS
Middlesex Community College
Technical Writing Certificate
SKILLS
ABOUT CARL D.
I build documentation systems that reduce support load, accelerate product adoption, and scale with enterprise SaaS environments.In 2025, I led the modernization of a fragmented documentation ecosystem into a centralized, AI-enabled platform, consolidating more than 170 guides into a unified source of truth. Documentation now ships in lockstep with Engineering releases, maintains a 93% search success rate (above the 80% benchmark), and has reduced break/fix Support tickets by 10%.My background uniquely combines technical writing, customer success leadership, QA validation, and revenue ownership. I’ve managed $1.5M in ARR, led retention-focused teams, and partnered directly with Engineering and Product to improve usability and the customer experience.I specialize in:• AI-assisted documentation workflows• Enterprise knowledge architecture• Release-aligned content strategy• Global cross-functional collaboration• Self-service optimizationI don’t just write documentation; I build scalable systems that make complex products usable, supportable, and trusted.
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