Ralph Laude
Tech Documentation and Automations
I’m a technical documentation and knowledge management professional with more than 12 years of experience, now expanding into AI workflow automation.
Email meWork Experience
Myridius (RCG Global Services)
Technical Writer for Elavon Payment Gateway
May 2024 — Dec 2025- Managed the developer portal for Elavon Payment Gateway. Collaborated with product and development teams in an Agile environment, using Adobe Experience Manager for content publishing, IntelliJ IDEA for code review and validation, and Postman for API testing and documentation.
- Achieved 100% on-time publishing of release-related updates, including API specifications, release notes, and feature documentation.
Cognizant
Technical Writer for YouTube VET
Sept 2023 — May 2024- Managed and organized the YouTube Vendor Development knowledge base, collaborating with clients to create and update articles, resulting in improved efficiency and accuracy for VD agents.
- Completed audit of 1500 content snippets within target SLA, achieving a 99% average rating on internal quality audits by ensuring the correct usage of client- and customer-sensitive terms.
- Coordinated with clients and instructional designers to align process KB articles with training materials, enhancing the consistency and usability of documentation.
NICE CXone
Technical Writing Specialist
Jun 2021 — Sep 2023- Participated in incident management calls, providing real-time updates to affected customers. Worked with technical resources after incident remediation to create post-incident documentation.
- Achieved 100% on-time customer communications for Priority 1 incidents, ensuring timely and effective resolution.
- Revamped formatting of 300 NOC and Incident Management KB articles in ServiceNow, improving clarity and usability.
Vertiv
Engineer II - Technical Documentation
Jun 2021 — Sep 2023- Developed and maintained technical documentation for Vertiv’s UPS and HVAC products, including installation, repair, maintenance and upgrade procedures.
- Achieved 100% TAT for user feedback handling, which increased user engagement in feedback collection.
- Created automation flows that reduce code migration efforts by 80%, enhancing efficiency and productivity.
Featured Projects
About Me
I’m a technical documentation and knowledge management professional with 12 years of experience, now expanding into AI workflow automation. I enjoy simplifying complex information, learning new technologies, and building practical solutions that make my work more efficient.
