Summary
Overview
Work History
Education
Skills
Timeline
Generic

Anclarize Alcabasa

Canlubang Calamba

Summary

Efficient Technical Writer with 7 years of experience. Extensive understanding of technical research and updating records. Adept at distribution and adaptation to audiences. Extensive experience in creating user manuals, guides, and online help systems. Known for collaborative work approach and adaptability to dynamic project needs. Skilled in technical writing, editing, and content management.

Overview

10
10
years of professional experience

Work History

Technical Writer

Telus International
11.2024 - Current
  • Create internal and external contents in ServiceNow for IT Team (Server, Change Management, IT Service Desk, Database, and Telephony)
  • Create slides for different TELUS Digital Technologies
  • Gathered Performance Evaluation Vendor Scores
  • Create Copilots in Fuel iX
  • Create different documentation as requested by the IT Team.
  • Collaborated with cross-functional teams to gather information for accurate and comprehensive documentation.
  • Conducted thorough document reviews to identify inaccuracies, inconsistencies, or areas needing clarification.
  • Streamlined internal processes by creating detailed standard operating procedures for various departments.
  • Coordinated with subject matter experts to ensure the accuracy of technical content in documentation projects.
  • Maintained consistency across company documents by adhering to established style guidelines and templates.
  • Optimized knowledge base content for search engine visibility, making it easier for users to find relevant information quickly.
  • Conducted regular reviews of existing documentation to keep it up-to-date and relevant.
  • Reviewed and edited technical documents for clarity, grammar, and accuracy before publication.
  • Integrated screenshots and diagrams into help articles, making complex processes easier to understand.
  • Translated technical specifications into user-friendly guides, facilitating easier product adoption.

Senior Knowledgebase Writer

RingCentral
05.2022 - 10.2024
  • POC for RingCentral Apps. Rooms, RCV, and Webinar. Coordinates with different project managers.
  • Assigned topics for the articles that needed to be created regarding the new GTM releases for RC internal contents
  • Approves and review the new KB submission of the support and agents regarding the KCS process.
  • Create internal articles for RC apps, MVP, Webinar, Rooms, Engage Digital, Engage Voice, Omnichannel.
  • Assist Partners team in creating partner articles for ATOS, and TELUS.
  • Handles JIRA cases submitted by the Project Manager or technical writers.

Knowledge Base Writer

RingCentral
08.2020 - 05.2022
  • Create the internal articles for RingCentral
  • Handles the new KB request
  • Uploads new articles in Helpshift
  • KCS Process Adherence Audit

Knowledge Manager

Tech Mahindra
02.2020 - 08.2020
  • Handled the knowledge acquisition and migration of different projects
  • Manages and maintains the knowledgebase articles (create, update and delete)
  • Coordinates with different project managers
  • Manage the training team and technical writers from different sites
  • Ensure that all processes across all sites are aligned
  • Responsible for handling all projects for the account


Knowledge Engineer

IBM Business Services, Inc
05.2017 - 02.2020
  • Handled the knowledge base articles for Thomson Reuters and Refinitiv
  • Create and update existing knowledgebase articles for TR/Refinitiv via ServiceNow
  • Handled the different projects related to the new processes for the account like Office365, VPN, Windows 10, MyLearning and Intune.
  • Meeting with clients and project managers.
  • Compliance tester for Thomson Reuters

Remote Support Engineer

IBM Business Services, Inc
05.2017 - 05.2018


  • Identify and isolate the issues that the Level 1 support unable to resolve.
  • Implemented technical solutions to solve customer issues and increase satisfaction for remote/office users.
  • Managed the network account and password issues.
  • Supported Microsoft applications, browsers, Cisco VPN, and other issues.
  • Utilized various remote support tools to provide remote assistance to end-users.
  • Provided technical support over the phone and via remote access.
  • Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.

Technical Support Engineer

IBM Business Services, Inc
05.2015 - 05.2017
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Tools used: SM9, ServiceNow, Cisco Jabber, Salesforce, CiscoAnyconnect, Webex, VDI and Moxie.

Education

Information Technology

Polytechnic University of The Philippines
Santa Rosa, Province Of Laguna, Philippines
04-2015

Skills

  • Client support
  • Detail-oriented approach
  • Quickly adjusting to change
  • Collaborative teamwork
  • Document review
  • Technical writing expertise

Timeline

Technical Writer

Telus International
11.2024 - Current

Senior Knowledgebase Writer

RingCentral
05.2022 - 10.2024

Knowledge Base Writer

RingCentral
08.2020 - 05.2022

Knowledge Manager

Tech Mahindra
02.2020 - 08.2020

Knowledge Engineer

IBM Business Services, Inc
05.2017 - 02.2020

Remote Support Engineer

IBM Business Services, Inc
05.2017 - 05.2018

Technical Support Engineer

IBM Business Services, Inc
05.2015 - 05.2017

Information Technology

Polytechnic University of The Philippines

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