Twenty years of crafting how a system works into words people can act on.
I am a technical writer, instructor, and designer. I create structured documentation in DITA, move it to docs as code without losing reuse, and build the Python and Gemini tooling that keeps it accurate as the product changes. A writer approves every merge.
I started in technical support at Dell, where I was the first support engineer in the India office to pilot a knowledge base for networking issues.
I wrote 50+ troubleshooting scenarios that were published with the global team for customers worldwide. That is where I learned what a useful page looks like: it is the one a stuck person finds at the moment, well,when they are stuck.
From 2010 I wrote DITA XML documentation full time. Hardware, firmware and software for Avaya video conferencing products. Developer and end-user documentation for three IBM Emptoris products. The Quote-to-Cash suite at Apttus. At IBM and Apttus I migrated unstructured sources and a wiki into tagged, reusable DITA, and I administered the DITA publishing server for a whole documentation team.
Along the way I taught. I designed and wrote 20+ end-to-end training programmes at Apttus and trained 2,000+ people in India, the USA, the UK, Singapore, Philippines, Germany, and Australia. I founded two learning and development ventures. Teaching showed me where readers actually get stuck, and it shapes how I structure topics.
Today I treat documentation as an engineering system. DITA and docs as code, with Python and Gemini-based tooling that drafts from source and checks what it wrote, and a writer approving every merge. The projects on this site are POCs that represent that work.
Four things, each with the tools behind it
Structured authoring
Topic-based DITA 1.3 with keys, conrefs, DITAVAL, subject schemes and relationship tables. Content reuse, and migrating existing content into DITA.
DITA Open Toolkit · XML · Schematron · RELAX NG · Oxygen XML · FrameMaker · Arbortext
Docs as code
Documentation that lives in Git, goes through pull request review, and is checked in CI for style and broken links.
Markdown · MyST · Sphinx · Git · GitHub Actions · Vale · HTML · CSS
Documentation tooling and AI
Python that reads the docs as data, and Gemini-based drafting that answers from the source. Retrieval, model evaluation and model documentation. A writer approves every merge.
Python (lxml, NetworkX) · JSON Schema · Gemini · Agent Development Kit · RAG · Cloud Run · Firestore
Content that people use
Developer, administrator, installation and troubleshooting guides. API and reference content, release notes, knowledge base articles and style guides. Docs analytics and reader feedback. Mentoring writers in Agile release cycles.
Confluence · JIRA · RoboHelp · Camtasia · Snagit · Captivate
Documentation Impact
Led the customer enablement program at Apttus: IBM Americas, 300 users and about 35% better customer conversion. Mind Merchants, contract cycle time cut by over 90%. Synaptics, 300+ users onboarded across global marketing. I was the sole Apttus instructor in India for Tier-1 partners including Accenture, Wipro, TCS, Infosys and Deloitte. Reduced cycle time from 2 weeks to 24 hours at the World Economic Forum.
Where the writing happened
- 2014 to 2019Senior Technical Writer and Lead Instructor, Apttus. Authored XML and DITA documentation across the Quote-to-Cash products and migrated it from a wiki into structured, reusable topics. Formalised a Design Document Style Guide. Broke down knowledge silos by enabling blogging for all employees and regular cross-team sessions.
- 2012 to 2014Senior Technical Writer, IBM Emptoris. Delivered the full documentation suite for Contract Management, Revenue Management and Supplier Relationship Management, for developers and end users. Migrated three products from unstructured sources into tagged DITA XML while keeping release documentation current.
- 2010 to 2012Information Engineer, Avaya. Authored DITA XML documentation for video conferencing and communication management products, covering hardware, firmware and software. Piloted online help that cut support tickets by almost 30% in a year.
- 2025 to nowLead Facilitator and Director, DataDomine. Founding member. Builds curriculum, facilitator guides, participant workbooks, assessments and job aids for enterprise practitioners.
- 2020 to 2025Program Manager, Ekada. Founding member of a Salesforce-native learning platform for sales enablement, since closed.
- 2019Solutions Architect, Hansen TechSol. Quote-to-Cash implementation at the World Economic Forum in Geneva, with onboarding supported by technical, documentary and learning aids.
- 2006 to 2010Technical Support Engineer, Dell. Resolved hardware, networking and software issues for enterprise customers. Wrote 50+ troubleshooting scenarios for the global team.