Rob Stack

About Rob Stack

Hi, I’m a Documentation Manager, working remotely for Zendesk in not so sunny Seattle!I see the job of a technical writer first and foremost, to help the customer be successful with the product. That might involve an article, a video, a community post, or a change to the product UI. I try to put myself in the customer\'s place. Happy customers help make the company successful.I’m currently in a fast-paced environment at Zendesk writing for many products from our offices around the world. I enjoy working with people who are both remote, and in our San Francisco HQ. It’s a fun environment where I’m always learning new things.I manage a team of three people from around the United States and it\'s incredibly fulfilling to support them with any problems, help them to understand what\'s happening at Zendesk, and to help them develop by continuously evaluating their performance.So why do I write?I come from the same place as our customers. In a previous life, I ran a worldwide Microsoft Configuration Manager site serving users. Back then, it wasn’t the easiest product to get up and running. I was a vocal critic of the documentation and then, one day, Microsoft challenged me to show them I could do better. Ten years later, I was still there! My motivation is that everything I write can (and hopefully does) affect the working life of thousands of customers for the better.After 11 years at Microsoft, I realized it was time to challenge myself again and Zendesk haven’t disappointed in that regard!One of my passions is creating great user interface text, and product terminology. I’ve been closely involved with engineering teams in creating this. Great UI can reduce, or even eliminate the need for documentation. I’m proud of the work I’ve done in this area.To sum up, I’m very passionate about customers. Without them, however proud we are of our products, we are nothing. I love meeting them, interacting with them, and using their feedback to make our documentation even better.I’m British, have a great sense of humor, and try to keep work fun. I lived in London, then Seattle … one day I’ll find more sun!

Experience

1. Documentation Manager

   Zendesk

   Mar 2021 — Present · San Francisco, CA, US

   Responsible for managing a group of three Senior Technical writers working for Zendesk Support, Guide, and Explore. Responsibilities include supporting my team with problems, monitoring progress, and evaluating performance.Producing high quality strategic documentation that helps users understand how Zendesk features work better to enable companies to provide the highest levels of customer support.Producing high quality documentation for the voice component of the Zendesk Suite.

Skills

• Bentley Microstation
• Bentley Inroads
• Photography
• Content Management
• Quality Assurance
• Documentation
• IT Service Management
• Systems Management
• Technical Documentation
• Software Documentation
• Windows
• Operating Systems
• Writing
• Microsoft Products
• Technical Writing
• Software Installation
• Technical Support
• Github
• Troubleshooting
• Active Directory
• System Center Configuration Manager (Sccm)
• Windows Server
• Hardware
• Problem Solving
• Infrastructure
• IT Operations
• IT Management
• User Interface Design
• Windows Intune
• Microsoft Office
• Microsoft Sql Server
• Databases
• Microsoft Technologies
• Deployment
• Sms
• System Deployment
• Servers
• Itil
• Markdown Management
• Sccm