David Santos

Resourceful and pragmatic technical writer with superior project management strategies. Implements robust and adaptable communication and organization standards. Proven success record in creating succinct and elegant SaaS product documentation.

Senior Writer, Accenture (supporting Google)

San Jose, CA (April 2022 – Present)

• Lead pod health checks with publishing leadership and Content Managers
• Scoped and distributed incoming projects to writing colleagues
• Resolved and documented process gaps in pod operations
• Continued excellence in General Writer responsibilities

San Jose, CA (July 2021 – April 2022)

• Developed, edited, and published high-quality reference, support, and how-to articles
• Worked with subject matter experts (SMEs) to resolve knowledge gaps in content
• Coordinated with translation and content management vendors to enforce Google style

San Jose, CA (Mar 2021 – July 2021)

• Published and maintained customer support materials (FAQs, macros, SOPs)
• Managed FAQ simplification project to improve readability, SEO, and contact rate metrics
• Analyzed article viewership data to identify self-service anomalies and improvements
• Introduced internal knowledge base for vendor communications and agent resources
• Created document templates with integrated project management record keeping

American Management Association

How to Create a Project Schedule that Works

September 2017

University of California, Irvine

Bachelor of Film and Media Studies

March 2011