Julio Rivera Guerra Senior Technical Writer | DevOps & InfoSec Documentation

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Site Engineer

Holiday Inn Crowne Plaza Hotels

• Maintained all on-site IT infrastructure, including networking equipment, desktops, printers, and servers. • Supported hotel operations software (PMS, POS) and ensured system availability during critical hours. • Monitored systems for uptime, performed regular updates, backups, and troubleshooting. • Developed and maintained basic scripts for local automation using batch and PowerShell.

Sr. Technical Writer – Information Security

Johnson & Johnson

• Wrote security documentation including threat response playbooks, technical architecture overviews, and control matrices. • Managed documentation lifecycle end-to-end: intake, drafting, peer review, publishing, and archival. • Collaborated with engineers and analysts to translate technical procedures into standardized SOPs and policies. • Maintained InfoSec documentation library with strong version control and change-tracking practices.

Support Engineer

Colgate-Palmolive

• Provided multilingual L2 support (French/English) for SAP modules including FI, MM, and HR. • Diagnosed configuration and UI issues, escalated bugs to the SAP Basis and Development teams. • Authored internal documentation for issue resolution workflows and SAP tips. • Supported ticket and knowledge base systems, helping reduce support backlog by 20%.

L1/L2 Support Engineer

Compucom

• Provided multilingual support for Windows, VPN, Active Directory, Exchange, and enterprise applications. • Supported end users in North America and Europe via phone, email, and remote tools. • Created reusable KB articles for recurring issues and contributed to internal support documentation libraries. • Delivered consistent SLA performance in high-volume support environments.

Sr. Technical Writer – Information Security

Prologis

• Created SOPs, KBs, policy documentation, and audit-ready artifacts for the InfoSec team. • Supported compliance initiatives (SOC 2, ISO 27001, NIST) through rigorous documentation control and quality. • Collaborated with IT Risk and GRC teams to ensure timely updates and retirements in accordance with lifecycle policies. • Used SharePoint, Confluence, and version-controlled documentation tools to maintain content integrity.

Site Engineer Coordinator

HCL Technologies

• Supervised a team of site engineers delivering L1–L3 hardware/software support across multiple offices. • Oversaw ticket queue management, SLA performance, incident escalations, and asset provisioning. • Coordinated with IT management to implement preventive maintenance plans and continuous improvement initiatives. • Standardized documentation for procedures, installations, and incident handling processes.

Sr. Technical Writer / Developer

Luxoft

• Authored comprehensive product documentation, including APIs, SDKs, release notes, and troubleshooting guides. • Built automation tools using Python and JavaScript to parse logs, extract metrics, and generate living documentation. • Contributed to frontend documentation support and technical blog content using Java and Markdown-based generators. • Worked with DevOps and backend engineers to maintain scalable documentation for microservices and event-driven architecture.

Senior Technical Writer

Encora

• Led technical documentation efforts for DevOps processes, pipelines, infrastructure automation, and internal tooling. • Created and maintained engineering-facing content: CI/CD process guides, environment setup documentation, IaC walkthroughs, and operational runbooks. • Authored and version-controlled documentation using Git, Markdown, and static site generators. • Collaborated cross-functionally with DevOps, SRE, and QA teams in Agile sprints to capture evolving systems. • Introduced automated doc validation pipelines using Python scripts for doc quality assurance.

Major Incident Manager

Dell

• Managed P1 and P2 incidents with global scope, driving war room sessions and coordinating between resolver groups. • Facilitated timely communication with business and technical stakeholders throughout incident lifecycle. • Created post-mortem documentation, RCA reports, and corrective action tracking logs. • Improved the major incident process through lessons learned documentation and knowledge sharing.

Technical Writer

Wipro

• Developed user guides, admin manuals, and internal KBs for ServiceNow ITSM, ITOM, and CMDB modules. • Integrated documentation into the Agile SDLC; aligned sprint delivery with documentation updates. • Worked directly with ServiceNow developers to explain complex workflows and APIs in user-friendly language. • Maintained documentation portal using Confluence and Markdown, ensuring ease of access for internal teams.

Julio Rivera Guerra

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