David Santos

Senior Writer, Accenture (supporting Google)

San Jose, CA (April 2022 – Present)

• Lead pod health checks with publishing leadership and Content Managers
• Scoped and distributed incoming projects to writing colleagues
• Resolved and documented process gaps in pod operations
• Continued excellence in General Writer responsibilities

General Writer, Accenture (supporting Google)

San Jose, CA (July 2021 – April 2022)

• Developed, edited, and published high-quality reference, support, and how-to articles
• Worked with subject matter experts (SMEs) to resolve knowledge gaps in content
• Coordinated with translation and content management vendors to enforce Google style

Platform Technical Writer, Roku

San Jose, CA (Mar 2021 – July 2021)

• Published and maintained customer support materials (FAQs, macros, SOPs)
• Managed FAQ simplification project to improve readability, SEO, and contact rate metrics
• Analyzed article viewership data to identify self-service anomalies and improvements
• Introduced internal knowledge base for vendor communications and agent resources
• Created document templates with integrated project management record keeping

American Management Association

How to Create a Project Schedule that Works

September 2017

University of California, Irvine

Bachelor of Film and Media Studies

March 2011