I build clear, consistent documentation and training ecosystems for complex SaaS platforms, turning intricate logic into scalable, AI-ready knowledge that drives self-service and precision.
Across 60+ projects, my frameworks reduce ambiguity, boost user execution, and power AI deflection (e.g., 86.62% query resolution via optimized corpora).
Project highlights
Selected live documentation samples: diverse procedural guides from real SaaS projects.
BrokerEngine: Create a Custom Workflow Step-by-step guide to building automation triggers, events, delays, and actions (e.g., emails/tasks on deal stage changes) in a mortgage platform. Demonstrates structuring complex operational workflows for accuracy and self-service. [View live article]
TinyAlbert: Authenticate Your Sending Domain Using DKIM Step-by-step guide to DNS TXT record setup and self-signing for email deliverability in an AI email marketing app. Exemplifies precise technical instructions for SaaS infrastructure. [View live article]
DaVinci Unified: Scan Pack Overview Detailed packing process in a cloud WMS (barcode scanning, LPN generation, verification). [View live article]
Full context and more in case studies.
Featured case studies
illumin Documentation Created structured technical content for a programmatic AdTech platform, translating complex advertising workflows into clear, actionable guides to drive client adoption and campaign success. [Read the case study]
AI Knowledge Integration: ServiceNow Now Assist Configured and optimized the NowAssist AI agent within ServiceNow to transform static documentation into a dynamic, synthesized self-service tool. [Read the case study]
Enterprise Learning: illumin Academy Architected a certification program for a programmatic DSP, currently in soft release. I developed four certification tracks comprising 31 lessons and managed the end-to-end instructional design within Absorb LMS to establish a scalable training foundation for global users. [Read the case study]
AI Knowledge Assistant: eslwriting.org Designed and deployed a full RAG pipeline on a 12-year, 1,000-post WordPress site — from content ingestion and vector indexing to live deployment. Built the complete documentation package, including technical specification, editorial guidelines, and content governance framework. [Read the case study]