Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michael Pulver

Rochester,NY

Summary

Dynamic Technical Writer with extensive experience at Datto, excelling in content development and process documentation. Proven ability to resolve complex technical issues and train new team members, enhancing team efficiency. Strong problem-solving skills and meticulous attention to detail have led to improved user satisfaction and streamlined documentation processes.

Overview

9
9
years of professional experience

Work History

Technical Writer

Kaseya / Datto
Rochester, NY
08.2023 - Current

Create, organize, and manage both public user documentation and internal technical documentation for:

  • Datto BCDR products
  • Datto Endpoint Backup Products
  • Datto Networking Products

Responsible for training new writers.

Tier 2 Technical Support Engineer

Datto
Rochester, NY
01.2020 - 08.2023
  • Resolved complex technical issues for clients, ensuring prompt and effective solutions.
  • Provided advanced troubleshooting support across Backup and Disaster Recovery products.
  • Maintained accurate records of customer interactions and technical issues in ticketing system.

Technical Support Engineer

Datto
Rochester, NY
11.2018 - 01.2020
  • Diagnosed and resolved technical issues for end-users, ensuring timely support and satisfaction.
  • Trained new team members on support protocols and software tools, fostering a knowledgeable workforce.
  • Analyzed recurring technical problems to identify root causes, leading to proactive solutions and reduced downtime.

Support Engineer

City Of Geneva, Ny
Geneva, NY
01.2017 - 06.2017
  • Provided technical support for software and hardware issues, ensuring timely resolution for end users.
  • Physical setup of new offices, servers, and infrastructure.

Education

Associate of Science - Information Technology - Networking And Security

Finger Lakes Community College
06-2017

Skills

  • Content development
  • Process documentation
  • Incident management
  • System administration
  • Problem-solving
  • Attention to detail

Timeline

Technical Writer

Kaseya / Datto
08.2023 - Current

Tier 2 Technical Support Engineer

Datto
01.2020 - 08.2023

Technical Support Engineer

Datto
11.2018 - 01.2020

Support Engineer

City Of Geneva, Ny
01.2017 - 06.2017

Associate of Science - Information Technology - Networking And Security

Finger Lakes Community College
Michael Pulver