A senior IT professional with 15 years of experience

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


Matthew Hendricks

Mountlake Terrace, WA 98043 β€’ 206-446-5495β€’ β€’

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 β€” 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.


General educational in Computer Information Systems

Laramie County Community College - Cheyenne, WY

September 2005 to December 2006


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