Mike Lemanski
Welcome to my professional profile and portfolio
My passion is creating technical content that works — content that's easy to understand and easy to find. It also has to be accurate and complete, as well as reliably current and responsive to the needs and interests of its intended audience.
Anyone can generate the other kind.
My provable experience building multi-channel information architectures for predictive machine learning and GenAI, digital payments, Open Banking, OTC trading platforms and networks, and enterprise mobility management has taught me what works — and when — and what doesn't.
From application software development to ITIL and SDLC process engineering to network security (SOC 1 & SOC 2), ranging from fully on-prem to cloud-hosted SaaS/PaaS infrastructures, my award-winning technical content and documentation management background includes PMP certification and CMM Level V project management.
Mike Lemanski
TECHNICAL COMMUNICATION, DOCUMENTATION & CONTENT DESIGN
Phone:
(805) 217-6105
Email:
Location:
Loveland, CO
WORK EXPERIENCE
April 2022 – August 2024
Engineering Lead – Customer Enablement
TruEra, Inc. | Redwood City, CA
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Chief technical writer and content manager, supervising a customer support staff (Tiers 0 – 3) collaborating closely with engineering teams and product managers to ensure customer success.
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Developed and maintained technical documentation (API/SDK, docs-as-code, DITA-XML tagged, Swagger/Open API sourcing) for cloud-based SaaS/PaaS solutions, ensuring clarity and accuracy of technical details resulting in a 50% reduction in developer onboarding time.
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Designed Information Architecture for Python-based GenAI and Predictive ML diagnostics and real-time observability reporting to better empower developers, ensuring the quality and accuracy of internal and external technical information.
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Spearheaded verification of TSCs for SOC2 certification; coordinated auditing and reporting (Type 1 & Type 2) requirements with Engineering leads and CISO.
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Implemented prioritized/KPI doc strategies to streamline collaboration between engineering teams.
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Managed and maintained external KB/KMS serving as chief Zendesk administrator
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Optimized and documented event-triggered DevSecOps process with controls for K8s CI/CD.
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Mentored technical writers and engineers on best practices for creating and maintaining documentation.
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Published content related to data engineering, data system architectures, data connectors, and data ingestion methods (ELT, ETL) identified as a key factor in TruEra’s 2023 AI Breakthrough Award for Best AI Quality Management Solution.
October 2019 – April 2022
Senior Manager, Technical Content
Token.io | San Francisco, CA
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Managing a team of two direct reports matrixed with software development teams in a high-velocity Agile environment, led conversion of existing documentation from Markdown to Flare XML using DITA-based IXIASOFT CCMS in support of improved discoverability within an accelerating release cadence.
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Led review of Open Banking APIs to ensure compliance with PCI DSS, OBIE, and PSD2 standards; adapted information architecture accordingly.
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Ad hoc security project manager for SOC1 & SOC2 certification, authored and/or compiled ICFR and TSC documentation.
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Documented bank and third-party developer onboarding procedures, including eIDAS/NCA license management.
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Created and continuously improved API documentation for account to account (A2A) and variable recurring payments (VRC) features.
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Expanded white-labeling services for 65 major UK/European banks, as well as API resellers Mastercard and HSBC.
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Drove deployment of PCI-compliant API documentation in record time (under 4 months) with automated white-label processing at scale for 2600 banks.
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Boosted customer satisfaction by redesigning content discoverability, resulting in a 75% reduction in customer support tickets.
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Recognized finalist in the European Fintech Association Excellence Awards for Documentation and Support, 2020.
November 2015 – October 2019
Principal Technical Writer
Samsung Research America | Mountain View, CA
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Owned all technical publications relating to digital wallets and mobile payments, specifically focusing on Samsung Pay, managing AMER and EMEA technical library alignment to Samsung’s corporate style guide, consistent with CMOS, MMOS, and AP.
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Authored blogs on NFC and MST technologies at point-of-sale, biometric authentication, and digitized personal identification/membership.
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Published 15 white papers on mobile payments security and fraud prevention.
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Led conversion of LaTeX artifacts into native XML/HTML constructs for direct-to-web publishing.
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Actively participated in PCI, EMV, and W3C committees to develop COF/short-cryptogram transaction standards.
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Redesigned information architecture and Perforce repository structure for simplified topical access.
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Served as editor-in-chief on proprietary research papers and viability proposals presented to executive management.
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Spearheaded documentation partnerships with key payment gateways.
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Transitioned all content management and publishing functions to MadCap Flare.
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Awarded SRA’s Q1-2019 Star recognition for contributions to research excellence in advancing the field of mobile payments.
July 2012 – November 2015
Lead Technical Writer
Good Technology | Sunnyvale, CA
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Led writing efforts of 4-member team documenting enterprise mobility management (EMM) products and solutions
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Secured FIPS encryption and Common Criteria certification with documentation of Secure SDLC methods and procedures.
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Aligned engineering policies with ITIL/SMS standards (ISO/IEC 27000) for enhanced efficiency, risk management, and compliance.
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Produced IT Engineering’s inaugural ITIL 2011 feature catalog/data dictionary for optimized standardization/continuous improvement.
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Unified Agile concepts/terminology internally, fostering a security testing culture across global development and support centers.
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Transformed Secure SDLC best practices into engineering directives, encompassing onboarding, security training, and source control.
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Improved documented incident management processes with upgraded ITSM practices leading to increased systems availability.
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Reduced customer support tickets by 30% YoY with improvements in published documentation SEO/discoverability.
April 2004 – July 2012
Senior Solutions Manager
York Productions, Inc. | Studio City, CA
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Enhanced media delivery for studios through adaptive Codec compression using JSP, XML, PHP, ColdFusion Server, and CFML/CFScript.
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Designed and implemented solutions for TV, film, concert, and recording website development, catalyzing integration and support.
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Led project management initiatives for video-post and web hosting, facilitating efficient content delivery from third-party producers.
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Cultivated partnerships with Universal Studios, Disney, Lionsgate, Millennium Films, and DreamWorks SKG for collaborative success.
January 1996 – March 2004
Director, Technical Publications
Documentation Manager
Lead Technical Writer
Senior Technical Writer
Thomson Reuters | Palo Alto, CA
Information architect, editor-in-chief, and manager of all Reuters Treasury Solutions financial software technical documentation throughout the development lifecycle-birth to care and maintenance-spanning forex, fixed income, and equities trading/dealing automation. Recruited, staffed, and managed a tech pubs organization of writers and visual design specialists (nine FTE and 6 contractors). Authored numerous key white papers for both internal and external consumption. Contributed to biometric and heuristic UI software design features and developed formal corporate-wide CMMi plan resulting in Level 3 SEI certification. Premier products for global banks and institutional treasury management included FXall, TIBMercuryFX, Reuters Treasury Solutions, Reuters MarketSheet, and Reuters EQ among others. NOTE: TIBCO Finance Technology was a wholly owned subsidiary of Reuters.
EDUCATION
Master of Arts – Communication
Georgetown University
Bachelor of Science – Electrical and Computer Engineering
University of Colorado, Boulder
SKILLS & PROFICIENCIES
Information Architectures
Technical Writing & Illustrations
Structured Authoring
UX/UI Content Development
Wireframing & Web Design
Documentation Engineering (docs-as-code)
Style & Standards Development
Content Management (CMS)
Digital Asset Management (DAM)
Knowledge Management (KCS)
Video Tutorials & Courseware
Project Management/Scrum Master
Cross-Functional Team Leadership
Technical Staff Management
Workflow Development
Value Engineering (make/buy)
Change Management
Stakeholder Communications
MadCap Flare
FrameMaker
InDesign
Dreamweaver
MkDocs-Material, Gitbook
Nuclino
Document360
Docusuarus
Gatsby
Hugo
Photoshop
Microsoft Office (Word, PowerPoint, Excel)
Google Workspace (Docs, Slides, Sheets)
Camtasia, Loom, Adobe Premier Pro
Jira, Confluence, Slack, Zendesk
MadCap Central, Xyleme, Heretto
Paligo, Zoomin, Oxygen
GitHub, SourceTree, SmartGit
Languages: GIT-Markdown, XML-DITA, HTML/CSS, JavaScript, React, PHP, YAML, Java, Python, C#
WORK SAMPLES
Samples listed here represent non-proprietary/non-confidential content authored and/or compiled for the respective employer/publisher
Developer & Admin Guides
AI Diagnostics & Observability
Product Guide for Administrators