Vincent Francis

Executed a structured three-year professional development initiative following Amazon Services, combining self-employment as an independent trader with parallel credential attainment, original e-learning course development, and skills enhancement.

■  Independent Professional Development Initiative: UC Irvine Certificate in E-Learning Instructional Design (2024, top grade, published capstone)  ·  Coursiv AI Mastery Certificate, 35 courses, 12 platforms (April 2026).

■  ScribeAndStrategy.com, launched June 2026: The portfolio at ScribeAndStrategy.com documents the full scope of this initiative across eleven case studies and a six-series blog.

■  Technical Writing in Agile Scrum (Comprehensive E-learning course): Master Course Syllabus and Manuscripts available on request. Storyboard in development with Claude AI Pro (and more).

■  AI-augmented Professional Development: a structured professional development initiative — built around credentials, original course development, and a portfolio that demonstrates what three years of deliberate practice produces.

Planned, developed, and published enterprise-grade API documentation while operating a documentation-as-code workflow as a member of the software engineering team in full Agile Scrum.

■  Documented Outcome: 80% reduction in customer-reported documentation issues through structured API content gap analysis, daily SME collaboration, and sprint-synchronized improvement cycles.

■  API Documentation Suite: Authored API reference documentation, conceptual overviews, onboarding guides, and release notes in a documentation-as-code pipeline using AWS, Git, GitHub, and IntelliJ IDE.

■  Agile Scrum Embedding: Embedded in software engineering Agile Scrum teams across all sprint ceremonies as a full Developer-accountability team member.

■  User Journey Documentation: Applied user journey mapping to API documentation architecture, producing content organized around developer task flows — a TWELD approach to API reference design.

Functioned as an embedded senior technical writer and customer advocate supporting two Marketing teams and 14 project managers in a Waterfall environment.

■  Help System Design + User Journey: Designed and authored online help systems for a dual-market international e-commerce platform redesign (U.S. and Canada).

■  REST API Developer Portal: Authored REST API documentation including endpoint specifications, authentication workflows, and integration guidance.

■  CMS Administration + UX Writing: Served as Kentico CMS practitioner. Authored all UX writing for simultaneous two-country and two-language platform launch.

Responsible for a company-wide transformation of documentation development processes — aligning software documentation with Hybrid Agile Scrum methodologies and cross-departmental release schedules for the first time in company history.

■  Documented Outcome: 90% reduction in customer-reported documentation issues. Transformed documentation department from underfunded, reactive state across six departments.

■  Legacy Architecture Still in Production: Information architecture designed in 2019 remains in production under Tungsten Automation Transact in 2026 — surviving acquisition and rebrand.

Dual-role senior technical writer and e-learning instructional designer supporting proximity-detection retail technology deployment across national retail environments. Built the complete ShelfPoint™ technical writing and training documentation infrastructure from zero.

■  Training Plan + ID Credential: ShelfPoint™ Engineer Performance Training Plan adopted as field standard. UCI E-Learning Instructional Design Certificate completed concurrently.

■  UCI-Graded Storyboard: UCI Practicum capstone storyboard earned top grade. Demonstrates direct application of instructional design methodology to real-world technical content.

■  Agile Scrum: Participated in Agile Scrum environment, Sprints 11 through 25, as embedded documentation and training team member.

Dual-role senior technical writer and instructional designer embedded in the Hitachi Data Systems Global Training Academy, responsible for technical editing or complete storyboard design of training materials that supported enterprise e-learning and instructor-led training materials. Training materials supported worldwide storage solution deployments.

■  First Adaptive Learning Deployment: Pioneered adaptive learning at HDS Academy on Area9 SmartBuilder — first deployment in company history. Authoring standards became Training Academy policy for ~20 colleagues.

■  LMS Administration + Storyboards: Administered SABA LMS as global platform owner. Produced courseware for bi-annual Global Sales Boot Camp.

Senior technical writer and team lead for the Cisco Universal Broadband Router product line. Over a seven-and-a-half-year tenure, led writer teams of three to eight technical writers per release cycle, drove measurable gains in customer satisfaction, and originated a customer engagement best practice program formally adopted across multiple Cisco divisions.

■  Documented Outcome: CSAT 4.3 → 4.8 in one quarter. Conceived and led the Customer Contact Program. Formally adopted as a Cisco best practice. Presented at three national STC conferences.

■  Team Leadership + Compliance: Team lead for three to eight writers per release cycle. Authored uBR10012, uBR7200, uBR7100 product line documentation under DOCSIS and ISO 9000 compliance.