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I am a visionary and results-driven Technical Documentation leader with 20+ years' experience delivering high-impact, user-centric content across financial services, cloud infrastructure, and enterprise platforms. I excel at leading documentation strategy, mentoring cross-functional teams, and aligning content with product and compliance goals. I transform complex technical concepts into accessible, engaging documentation that reduces support load, drives adoption, and enhances customer experience. I thrive in agile environments, partnering with Product, Engineering, and UX to deliver scalable, compliant content solutions.…I am a visionary and results-driven Technical Documentation leader with 20+ years' experience delivering high-impact, user-centric content across financial services, cloud infrastructure, and enterprise platforms. I excel at leading documentation strategy, mentoring cross-functional teams, and aligning content with product and compliance goals. I transform complex technical concepts into accessible, engaging documentation that reduces support load, drives adoption, and enhances customer experience. I thrive in agile environments, partnering with Product, Engineering, and UX to deliver scalable, compliant content solutions.

Sona Mehta

Writer, Content Creator, Content Designer, +2

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I am a visionary and results-driven Technical Documentation leader with 20+ years' experience delivering high-impact, user-centric content across financial services, cloud infrastructure, and enterprise platforms. I excel at leading documentation strategy, mentoring cross-functional teams, and aligning content with product and compliance goals. I transform complex technical concepts into accessible, engaging documentation that reduces support load, drives adoption, and enhances customer experience. I thrive in agile environments, partnering with Product, Engineering, and UX to deliver scalable, compliant content solutions.…I am a visionary and results-driven Technical Documentation leader with 20+ years' experience delivering high-impact, user-centric content across financial services, cloud infrastructure, and enterprise platforms. I excel at leading documentation strategy, mentoring cross-functional teams, and aligning content with product and compliance goals. I transform complex technical concepts into accessible, engaging documentation that reduces support load, drives adoption, and enhances customer experience. I thrive in agile environments, partnering with Product, Engineering, and UX to deliver scalable, compliant content solutions.

Available to hire

I am a visionary and results-driven Technical Documentation leader with 20+ years’ experience delivering high-impact, user-centric content across financial services, cloud infrastructure, and enterprise platforms. I excel at leading documentation strategy, mentoring cross-functional teams, and aligning content with product and compliance goals.

I transform complex technical concepts into accessible, engaging documentation that reduces support load, drives adoption, and enhances customer experience. I thrive in agile environments, partnering with Product, Engineering, and UX to deliver scalable, compliant content solutions.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Work Experience

Technical Author at Facebook

January 1, 2021 - December 31, 2023

Designed, wrote, and maintained user-focused documentation for cloud infrastructure, ensuring clarity for both technical and non-technical audiences. Produced online user guides, process flows, and contextual help content, reducing support tickets by 40% through analytics-driven improvements. Built scalable XML/HTML templates and created detailed process flows and diagrams in Adobe Illustrator. Owned content planning and prioritisation for internal infrastructure portals; analysed support metrics and user feedback to reduce help-desk tickets by 40%. Partnered with Product, UX, and Engineering to run discovery workshops and translate technical architecture into clear user journeys and help-centre articles. Built dashboards to track wiki engagement and support metrics, reducing help-desk tickets by 40%. Managed content planning for internal infrastructure portals, merging content from multiple sources for a unified, professional voice.

Technical Author at CloudBees

January 1, 2019 - December 31, 2021

Collaborated with Marketing and Training teams to enhance product documentation usability; introduced templates and guidelines for consistency. Established processes for technical team members to contribute content, defined guidelines and created templates for documentation standardisation.

Technical Author at Xceptor

January 1, 2019 - December 31, 2021

Collaborated with development and support teams to document and review different processes within the teams to increase efficiency and productivity. Created and edited client-facing manuals, FAQs, and support articles, increasing user self-sufficiency and reducing support requests.

Technical Author/Editor/Reviewer (Contract) at HSBC | DXC | Facebook | Deutsche Bank | Transport for London

January 1, 2014 - December 31, 2018

Audited 100+ legacy SOPs, implemented assisted-digital guidelines, and led accessibility audits, raising compliance from 60% to 95%. Standardised style guides, edited hundreds of work instructions, and delivered consistent, compliant documentation for major financial, transport, and social platforms.

Senior Technical Author at Alfresco Ltd., Berkshire, UK

January 1, 2012 - December 31, 2014

Led agile documentation sprints for hybrid-cloud platforms; produced InDesign manuals and quick-start guides. Applied analytics to optimise documentation and improve user task completion rates by 30%.

Information Developer at IBM, Hants, UK

January 1, 2006 - December 31, 2012

Authored and maintained multilingual enterprise documentation under global style guides; mentored a team of junior authors. Developed content governance models for regulated environments, streamlining updates and ensuring compliance.