Matthew Riehl

- Reduced support ticket volume by more than 30% (160+ tickets annually) by re-architecting cloud product documentation into self-service, reusable content components.

- Elevate audit readiness for SOC 2, ISO 27001, and NIST CSF by standardizing evidence intake and tightening control documentation, enabling teams to prepare faster with zero audit rework.

- Slashed RFP and InfoSec response times by close to 60% by engineering a searchable playbook for high-stakes proposals, saving over 200 engineering hours annually.

- Modernized the content ecosystem for 500+ internal stakeholders by implementing structured authoring and metadata governance in SharePoint, improving retrieval speeds by nearly 50%.

- Accelerated documentation drafting cycles by almost 70% through the strategic integration of AI-native workflows (Copilot/ChatGPT) and standardized prompt engineering.

- Partner with Product and Security teams to align documentation with secure development practices (SDLC), ensuring 100% consistency across high-velocity release cycles.

- Scale organizational knowledge by mentoring SMEs and junior writers on version control, information architecture, and structured content practices.

- Reduced support friction by over 25% by architecting developer-focused guides and SDK/API documentation that streamlined integration workflows for new customers.

- Architected a high-efficiency content pipeline using Git/GitHub and DITA/XML, increasing content reuse by roughly 40% and significantly reducing manual update time across SaaS product suites.

- Partnered with Engineering and DevOps to document CI/CD workflows and release processes, ensuring 100% documentation alignment with high-velocity deployment cycles.

- Orchestrated organizational transformation by producing complex process documentation and system adjustment guides that supported large-scale change management initiatives.

- Managed end-to-end documentation lifecycles, including rigorous review cycles and executive approvals, to ensure on-time delivery for 20+ major product launches.

- Standardized internal knowledge sharing by developing onboarding materials and workflow guides, cutting ramp-up time for new technical hires by at least 50%.

- Maintained 100% documentation accuracy through disciplined version control and structured authoring, eliminating content silos across cross-functional project teams.