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I’m a seasoned technical writer with 30+ years of experience crafting online help, PDFs, and knowledge-base content using MadCap Flare, FrameMaker, and Salesforce. My work focuses on migrating legacy documentation to single-source, topic-based XML-structured projects, and delivering mobile-friendly outputs while reorganizing complex manuals for improved searchability and usability. I thrive in Agile environments by collaborating with SMEs and product teams to design, develop, and maintain high-quality technical content. I routinely push Flare content to Salesforce and other support portals to ensure consistent delivery to call center agents and customers, and I enjoy creating training materials and templates that empower global teams and streamline documentation workflows across multiple sites.…I’m a seasoned technical writer with 30+ years of experience crafting online help, PDFs, and knowledge-base content using MadCap Flare, FrameMaker, and Salesforce. My work focuses on migrating legacy documentation to single-source, topic-based XML-structured projects, and delivering mobile-friendly outputs while reorganizing complex manuals for improved searchability and usability. I thrive in Agile environments by collaborating with SMEs and product teams to design, develop, and maintain high-quality technical content. I routinely push Flare content to Salesforce and other support portals to ensure consistent delivery to call center agents and customers, and I enjoy creating training materials and templates that empower global teams and streamline documentation workflows across multiple sites.

William J. Piknosh

Writer, Copywriter, Content Designer, +3

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I’m a seasoned technical writer with 30+ years of experience crafting online help, PDFs, and knowledge-base content using MadCap Flare, FrameMaker, and Salesforce. My work focuses on migrating legacy documentation to single-source, topic-based XML-structured projects, and delivering mobile-friendly outputs while reorganizing complex manuals for improved searchability and usability. I thrive in Agile environments by collaborating with SMEs and product teams to design, develop, and maintain high-quality technical content. I routinely push Flare content to Salesforce and other support portals to ensure consistent delivery to call center agents and customers, and I enjoy creating training materials and templates that empower global teams and streamline documentation workflows across multiple sites.…I’m a seasoned technical writer with 30+ years of experience crafting online help, PDFs, and knowledge-base content using MadCap Flare, FrameMaker, and Salesforce. My work focuses on migrating legacy documentation to single-source, topic-based XML-structured projects, and delivering mobile-friendly outputs while reorganizing complex manuals for improved searchability and usability. I thrive in Agile environments by collaborating with SMEs and product teams to design, develop, and maintain high-quality technical content. I routinely push Flare content to Salesforce and other support portals to ensure consistent delivery to call center agents and customers, and I enjoy creating training materials and templates that empower global teams and streamline documentation workflows across multiple sites.

Available to hire

I’m a seasoned technical writer with 30+ years of experience crafting online help, PDFs, and knowledge-base content using MadCap Flare, FrameMaker, and Salesforce. My work focuses on migrating legacy documentation to single-source, topic-based XML-structured projects, and delivering mobile-friendly outputs while reorganizing complex manuals for improved searchability and usability. I thrive in Agile environments by collaborating with SMEs and product teams to design, develop, and maintain high-quality technical content.

I routinely push Flare content to Salesforce and other support portals to ensure consistent delivery to call center agents and customers, and I enjoy creating training materials and templates that empower global teams and streamline documentation workflows across multiple sites.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Technical Writer at Securitas Healthcare

April 1, 2022 - December 1, 2025

Migrated administrator, installation, and user guides from InDesign, Word, and FrameMaker into MadCap Flare. Restructured a 625-page administrator guide into standalone topics to improve SEO and search usability. Organized SharePoint repository structures to align documentation workflows across technical writing teams.

Product Knowledge Specialist at Pitney Bowes

April 1, 1998 - December 1, 2021

Developed on-system help, mobile HTML outputs, support-site documentation, and PDF deliverables using MadCap Flare. Reviewed, edited, and published Salesforce knowledge articles from call center teams. Created service manuals, including documentation for the ecoATM recycling kiosk. Built and managed version-controlled MadCap Flare repositories using Apache Subversion; later migrated to GitLab. Produced enterprise database of document part numbers and implemented a new sequential numbering system in Windchill. Led global project to standardize product support pages by replacing multiple content sources with single-source XHTML. Developed FrameMaker and Flare training materials for domestic and international knowledge management staff.

Manager, Configuration & Data Management at Electronic Retailing Systems, Inc.

August 1, 1997 - April 1, 1998

Implemented Consensys PDM system to automate ECN workflows across multi-site engineering teams.

Senior Technical Writer at General DataComm

December 1, 1995 - August 1, 1997

Lead writer for ATM switch product group; authored manuals and release notes for network management systems using SNMP. Developed standards, templates, and style guides for online manuals using FrameMaker and Acrobat.

Senior Technical Writer / Systems Administrator at Perkin-Elmer

January 1, 1993 - December 1, 1995

Authored user, installation, qualification, and service guides for analytical instruments and PCR-related applications. Maintained documentation templates to support ISO 9000 and IEC 1010 compliance. Administered Novell network and installed/maintained Windows-based documentation applications.

Technical Writing Supervisor at The Edwards Company

August 1, 1987 - January 1, 1993

Supervised writers producing documentation for fire alarm systems. Implemented UNIX-based electronic publishing and automated backup systems. Established naming conventions and part numbering standards for document control.

Regulatory Consultant at Automated Diagnostics Inc.

January 1, 1986 - December 31, 1987

Regulatory and compliance consulting for medical devices and diagnostics.

Technical Writer at Bristol

January 1, 1985 - December 31, 1986

Technical writing duties for Bristol (1985–1986).

Technical Writer at Engineering Automated Systems

January 1, 1984 - December 31, 1985

Technical writing and documentation support.

Technical Writer at Gerber Systems Technology

January 1, 1983 - December 31, 1984

Documentation development for technical equipment.

Development Chemist at Danbury Hospital

January 1, 1983 - December 31, 1984

Development chemist work; not detailed in resume.

Specification Supervisor at DuPont-NEN Biomedical Division

January 1, 1981 - December 31, 1983

Specification supervision and document control.

Senior Product Specialist at Picker Corporation

January 1, 1976 - December 31, 1981

Senior product specialist responsibilities.

Medical Laboratory Technologist at St. Francis Hospital

January 1, 1975 - December 31, 1976

Medical laboratory technologist duties.