Hi, I’m
Sofya Gusan
Technical Writer
Aurora,CO
Summary
Efficient Technical Writer with over 12 years of experience in network operations support and technical documentation writing. Extensive understanding of technical research and updating records. Adept at distribution and adaptation to audiences.
Overview
13
years of professional experience
Work History
RingCentralCentennial, CO
Technical Writer/Compliance Administrator
04.2020 - 02.2024
Job overview
- Streamlined internal processes by creating detailed standard Incident, Change, and Event management operating procedures for various departments.
- Aided various Operations teams in handling support ticket requests for internal tools.
- Conducted annual documentation audits and updated for content and clarity.
- Created Moodle online courses for employee content distribution and testing while working closely with training team.
- Maintained consistency across company documents by adhering to established style guidelines and templates.
- Carefully documented technical workflows in Atlassian wiki for education of newly hired employees.
RingCentralCentennial, CO
SRE Surveillance Analyst, Network Operations
07.2018 - 04.2020
Job overview
- Performed day to-day tasks of analyzing and monitoring a cloud based environment which consists of telephony servers, media servers, fax servers, SIP proxies, etc
- Identified root cause analysis for reoccurring alerts and problems
- Worked closely with teams worldwide to identify causes for potentially customer-impacting outages
- Resolved and documented mitigation steps during outage incidents in accordance with compliance guidelines.
- Consistently met or exceeded performance metrics in areas such as response times, incident resolution rates, and overall effectiveness within the team.
- Managed disaster recovery efforts, minimizing data loss through diligent backup processes and rapid response times.
Pearson Education
Operations Command Center
07.2014 - 05.2018
Job overview
- Conducting multiple tasks simultaneously during outages and high priority situations
- Scheduling meetings with various teams for onboarding trainings
- Addressing issues communicated through email and phone
- Creating and organizing documentation and procedures used by various teams
- Working closely with various global teams
- Establishing and moderating incident bridges with various support teams and department leaders.
Pearson EducationCentennial, CO
Technical Support Specialist, Higher Education
08.2011 - 07.2014
Job overview
- In depth SME knowledge of internal tools and products
- Experience working with admin contacts from high profile clients such as Kaplan, Sunderland, EDMC, UTI, Bryant & Stratton College
- Promoted to specialist and selected for OCC career enrichment program due to technical skills, in-depth system understanding and ability to learn and adapt quickly
- Focused on first contact resolution
- Maintain documentation on proper process and escalation paths
- Mentor new hires and technicians.
Education
Metropolitan State University of DenverDenver, CO
Skills
- Information Design
- Product Features Highlights
- Release Notes Writing
- Diagnostic Testing
- Network support
- Effective writing
- Technical editing
- Flexible and Adaptable
Languages
English
Native or Bilingual
Russian
Native or Bilingual
Timeline
Technical Writer/Compliance Administrator
RingCentral
04.2020 - 02.2024
SRE Surveillance Analyst, Network Operations
RingCentral
07.2018 - 04.2020
Operations Command Center
Pearson Education
07.2014 - 05.2018
Technical Support Specialist, Higher Education
Pearson Education
08.2011 - 07.2014