Resume

A senior IT professional with 15 years of experience

  • 📝 Word Doc
  • 📄PDF

    • Design-centric web developer with history working in user experience, customer engineering and product documentation.

    Resume

    Matthew Hendricks

    Mountlake Terrace, WA 98043 • 206-446-5495• matthew.scott.hendricks@gmail.com • matthewhendricks.net/work/

    Web Developer

    15 years in user experience roles, including customer engineering, business analysis, technical writing, technical services management, product management, and technical support lead.

    • Proven success in developing and delivering innovative solutions to complex customer problems.
    • Skilled at building strong relationships with customers and team members to drive results.
    • Accomplished in modern web development, with a focus on creating user-friendly websites.

    Work Experience

    Customer Engineer

    Privacy Dynamics - Seattle, WA

    October 2021 to September 2022

    • Create and manage a new documentation website, including implementing JavaScript framework, designing all the graphics, and managing Netlify hosting.
    • Meet with early stage customers and answer technical questions about privacy solutions for the modern data stack.
    • Troubleshoot UX and QA issues for an engineering team.

    Contract Technical Writer

    Microsoft - Redmond, WA

    March 2020 to May 2020

    • Document product features by following company style guides.
    • Convert Word Documents and PDFs to internal wiki through meeting with product managers and engineers to ensure that documentation is up to date.
    • Track workload using git and markdown, as measured by the number of errors found in documentation.

    Business Analyst/Technical Writer

    Premera Blue Cross - Mountlake Terrace, WA

    April 2019 to December 2019

    • Improve business efficiency by 10% through process analysis and documentation.
    • Create process flows and diagrams using Visio to communicate process improvements to the team.
    • Develop SharePoint site to house team documents and track project progress, increasing transparency, and accountability.

    Technical Services Manager

    Ookla — Seattle, WA

    April 2017 to December 2018

    • Diagnose and resolve technical issues for customers, reducing customer response time by 50%.
    • Manage a team of 3 responsible for resolving issues related to crashes, errors, and bugs for 1500 accounts.
    • Write developer friendly documentation on subjects of HTML, CSS, JavaScript, server networking, and HTTPS.

    Product Manager, Technical Support Lead

    NinjaTrader - Denver, CO

    May 2010 to January 2017

    • Lead a team of 15 in providing email and forum support, with a focus on UX and UI issues.
    • Write and maintain technical documentation for 40,000 users.
    • Take part in writing and debugging C# code on the team, contributing to software development using Jira and Confluence for prioritizing features.

    Education

    General educational in Computer Information Systems

    Laramie County Community College - Cheyenne, WY

    September 2005 to December 2006

    Skills

    APIs, CSS, Content management systems, Figma, Git, HTML5, JavaScript, Markdown, Pandoc, UI design, UX copywriting, Vue.js