Summary
Overview
Work history
Education
Skills
Certification
Accomplishments
Work Permit
Applications
Timeline
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Alan Kasim

Alan Kasim

New Taipei City

Summary

Decade of experience in technical writing in UK and Taiwan, specializing in building intelligent, scalable knowledge platforms empowering users and driving product adoption. Leading transformation of fragmented documentation into centralized, AI-enhanced help centre, delivering accessible content through NLP-powered search, interactive onboarding, and integrated chatbots.

Overview

10
10
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work history

Documentation Manager

Thrive
10.2024 - Current
  • Building help center from ground up, consolidating over 300 articles into structured, user-friendly knowledge base
  • Implementing AI-powered help center with NLP-driven search to improve discoverability and reduce support friction
  • Integrating help content with internal AI chatbot to enable intelligent, automated user assistance
  • Evaluating and deploying scalable documentation tools to support content reuse and structured authoring
  • Developing and maintaining documentation standards, aligning with product priorities and ensuring clarity for both external users and internal teams

Technical Writer (Contract)

Moody's Analytics
London
06.2023 - 11.2023
  • Shared knowledge across organization through developing knowledge base articles and PowerPoint presentations
  • Recorded voiceovers for instructional videos, mastering clear articulation and pitch control

Documentation Manager

Medallia
London
10.2020 - 03.2023
  • Spearheaded creation of extensive customer knowledge center while overseeing all product, developer, and SDK documentation
  • Acquired in-depth understanding of product landscape through effective collaboration with subject-matter experts
  • Devised product tours to seamlessly onboard new users and empower existing customers with essential feature insights
  • Collaborated closely with UX designers to meticulously assess and enhance UI strings and error messages

Content Strategist (Contract)

Facebook
London
11.2019 - 10.2020
  • Engaged in user research initiatives and collaborated with SMEs to formulate long-term strategy for educational content
  • Catered documentation and support materials to users with varying levels of technical proficiency using HTML

Technical Writer

Fuse Universal
London
12.2018 - 11.2019
  • Created internal product wiki from ground up, covering every technical detail of product, using Atlassian Confluence
  • Tailored educational resources to diverse personas, including non-specialist users and administrators
  • Assumed leadership role by recruiting and training new technical writer, delegating tasks and ensuring seamless team collaboration
  • Drove enhancement of API documentation using Swagger, contributing to product's clarity and ease of integration

Technical Writer (Contract)

Osirium
Theale
12.2017 - 12.2018
  • Collaborated seamlessly with UX designers and developers to guarantee technical accuracy and precision of documentation
  • Leveraged Python to identify and address gaps within existing documentation framework
  • Implemented version control using GitHub, enhancing document tracking, collaboration, and overall project efficiency
  • Demonstrated acute attention to detail by providing comprehensive bug reports via Atlassian Jira

Technical Writer

Trend Micro
Taipei City
06.2015 - 06.2017
  • Crafted user-friendly documentation tailored to diverse audiences using DITA XML to ensure structured and accessible content delivery
  • Facilitated content reuse by identifying commonalities within material, ensuring consistency throughout documentation
  • Led team of peers in developing corporate style guide, contributing to establishment of communication standards across organization

Education

Master of Arts - Language Documentation and Description

SOAS University of London
London
09.2012 - 07.2014

Bachelor of Arts - Creative Writing and English Language & Linguistics

Roehampton University
London
09.2007 - 07.2010

Skills

  • Technical Writing
  • Artificial Intelligence (AI)
  • API Documentation
  • SEO Copywriting
  • Project Management

Certification

  • Networking Essentials, Cisco Networking Academy - 2024
  • Learn API Technical Writing: JSON and XML for Writers, Udemy - 2021

Accomplishments

  • Implemented AI-powered help center with NLP-based search and chatbot integration, enabling scalable, intelligent user support and reducing reliance on manual queries
  • Created comprehensive knowledge centers from scratch, identifying gaps in documentation for companies lacking prior technical writers
  • Orchestrated management and contribution to developer documentation and API references
  • Leveraged user research and behavioral data to shape long-term education strategies, including content creation for distinct user personas
  • Reviewed UI strings and error messages, contributing to a more intuitive user experience and reducing support requests

Work Permit

Taiwan Employment Gold Card

Applications

  • Document360
  • Oxygen XML Editor
  • Jira
  • GitHub
  • Microsoft Visio

Timeline

Documentation Manager

Thrive
10.2024 - Current

Technical Writer (Contract)

Moody's Analytics
06.2023 - 11.2023

Documentation Manager

Medallia
10.2020 - 03.2023

Content Strategist (Contract)

Facebook
11.2019 - 10.2020

Technical Writer

Fuse Universal
12.2018 - 11.2019

Technical Writer (Contract)

Osirium
12.2017 - 12.2018

Technical Writer

Trend Micro
06.2015 - 06.2017

Master of Arts - Language Documentation and Description

SOAS University of London
09.2012 - 07.2014

Bachelor of Arts - Creative Writing and English Language & Linguistics

Roehampton University
09.2007 - 07.2010

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Alan Kasim