Jason Saez
Technical Writer
Azle,TX
Summary
Client-focused professional bringing top leadership, problem-solving, and program management abilities. Devoted to quality and service, and skilled at proactively correcting problems impacting service delivery or team performance. Reliable in following through with customers to achieve complete satisfaction and empowering employees to smoothly resolve concerns.
Overview
12
12
years of professional experience
Work History
Technical Writer
Macro Helix
06.2019 - Current
- Worked with three product development teams to create release notes and support documentation.
- Established standard instructions for education on software
- Maintained database of technical descriptions for easy retrieval.
- Prepared precise descriptions of product capabilities with detailed and accurate instructions.
- Utilized exceptional writing, editing and proofreading skills to produce engaging and error-free content.
- Proofread copy written by colleagues to correct spelling, punctuation and grammar.
- Followed company policies and editorial guidelines to craft thorough, well-written content.
- Carefully documented technical workflows in private wiki for education of newly hired employees.
- Improved readability and reduced support errors by improving documentation across two different knowledgebase solutions.
- Co-lead a redesign of the knowledgebase website.
- Monitored and tracked project metrics and collected data to share with project members.
Technical Writer (Contract)
Zscaler
11.2024 - 07.2025
- Maintained consistency across company documents by adhering to established style guidelines and templates.
- Followed company policies and editorial guidelines to craft thorough, well-written content.
- Collaborated with cross-functional teams to gather information for accurate and comprehensive documentation.
- Coordinated with subject matter experts to ensure the accuracy of technical content in documentation projects.
- Assisted with obtaining reviews of all content in preparation of AI implementation for search functionality.
- Utilized Jira ticketing for tracking project progress.
- Assisted with Confluence page creation.
- Utilized Google Suite for document creation and editing purposes.
Senior Product Analyst - Team Lead
Macro Helix
07.2017 - 06.2019
- Applied superior product knowledge in answering questions on system functionality and best practices
- Catered to advanced/critical/sensitive issues that could result in loss of revenue
- Assisted dissatisfied clients to improve their opinions and satisfaction
- Addressed escalated customer issues and leveraged resources to implement actionable solutions.
- Maximized quality and productivity with thorough training and consistent monitoring of team performance.
- Supported development team in generation of technical requirements and product documentation to achieve process commonality.
Senior Product Support Analyst
Macro Helix
07.2016 - 07.2017
- Managed overall account strategy and liaised with up to 10 clients to build strong, lasting rapport to foster account retention.
- Addressed escalated customer issues and leveraged resources to implement actionable solutions.
- Communicated with account holders to define and strategize needs, business requirements, and expectations.
- Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
- Performed troubleshooting and tested customer issues via phone and email.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
Product Support Analyst
Macro Helix
11.2015 - 08.2016
- Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
- Performed troubleshooting and tested customer issues via phone and email.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
Support Specialist START Program
MHMR Tarrant
11.2013 - 11.2015
- Phone & Email Case Management Support
- Evaluated customer complaints and provided timely solutions through product adjustments or comprehensive instructions.
- Maintained confidentiality of client data
- Spreadsheet creation including use of pivot tables
- Answered customer questions and provided assistance regarding product use.
- Filed and processed New intake patient / Discharge letters/Case Assignments
- Maintained patient charts
- Tracked Metrics/Milestones
- Drafted Critical Incident reports
Education
Master of Science - Cybersecurity & Information Assurance
Western Governors University
Salt Lake City, UT 05.2001 -
Bachelor of Science - Business - Information Technology Management
Western Governors University
Salt Lake City, United States 01.2020 - 10.2022
Associate of Arts - Computer Science
Broward College
Fort Lauderdale, FL 12.2011 - 12.2011
High School Diploma -
Homestead Senior High
Homestead, United States 05.2001 -
Skills
Collaborative writing
Content development
Documentation management
Excellent communication
Process documentation
Technical editing/writing
Web content management
Timeline
Technical Writer (Contract)
Zscaler
11.2024 - 07.2025
Bachelor of Science - Business - Information Technology Management
Western Governors University
01.2020 - 10.2022
Technical Writer
Macro Helix
06.2019 - Current
Senior Product Analyst - Team Lead
Macro Helix
07.2017 - 06.2019
Senior Product Support Analyst
Macro Helix
07.2016 - 07.2017
Product Support Analyst
Macro Helix
11.2015 - 08.2016
Support Specialist START Program
MHMR Tarrant
11.2013 - 11.2015
Associate of Arts - Computer Science
Broward College
12.2011 - 12.2011
Master of Science - Cybersecurity & Information Assurance
Western Governors University
05.2001 -
High School Diploma -
Homestead Senior High
05.2001 -
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