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I help SaaS, businesses, and tech teams build and maintain effective documentation by creating SOPs that cut onboarding time in half, API guides that reduce integration errors, and knowledge bases that stop support teams from answering the same question several times a day. What I Do: I create documentation that support your software and business processes: • Internal operations: SOPs, process docs, training manuals, workflow playbooks • User enablement: Knowledge bases, help centers, user guides, troubleshooting docs • Business documentation: Process documentation, system architecture docs, technical reports • Developer docs: API guides and integration tutorials Why Hire Me: I bring 4 years of SEO writing and content strategy plus 3 years of project and product management experience for the good of your project. While I have spent a good number of years focused on traffic and conversions, I am now passionate about adoption, support ticket reduction, and operational efficiency. I’ve built wireframes, written user stories, and collaborated with engineering, product, and ops teams and now, I understand how users/employees think and how products scale. Clients Include: • Terryberry – Documented 5-product employee engagement platform in Product Fruits • Wrangle – Comprehensive docs for Slack-integrated ticketing platform • Mixam – Cross-departmental workflow documentation for print-on-demand platform • Lumiform, CareerSidekick, BitFans – B2B SaaS technical content You Should Hire Me If: ✓ Your team outgrew “just ask someone” and needs documented processes ✓ Your support inbox is drowning in repeat questions ✓ You need documentation for product launches or feature releases ✓ You’re scaling operations and need systems documented fast (5-7 days, not weeks) ✓ Your API docs are outdated and developers integrate incorrectly How I Work: Fast delivery, regular updates, revision-friendly. I use AI-augmented research for speed and human-refined writing for accuracy. Platform-agnostic: Notion, Confluence, Loom, GitBook, GitHub, Zendesk, Product Fruits, Canva, Claude—whatever you use. Ready to fix your documentation problem? Click “Invite to Job” or message me with: 1. What needs documentation 2. Who uses it (developers, end users, internal teams) 3. Your timeline Or, you know, a “Hello” works too :) ! I’ll respond within 24 hours.

I help companies turn complex, messy, or AI-generated content into clear, professional documentation that people understand and trust. I turn chaotic workflows into clear, repeatable systems. I help SaaS companies reduce support tickets, onboard users faster, and turn messy processes into clear SOPs and help centers. Whether you need an AI-assisted content cleanup, a Notion Help Center, or API documentation, I build the information architecture your users actually need. In addition to writing and editing, clients hire me to handle layout and visual clarity for documentation, reports, and marketing or executive materials. I’ve delivered content and design for customer-facing docs, internal playbooks, and professional reports, ensuring everything is presentation-ready without involving multiple freelancers. 🌐 What I do • Technical documentation (SOPs, user guides, internal documentation) • Help centers and knowledge bases (Zendesk, Notion, Confluence-style systems) • API and product documentation • Editing and proofreading 🌐 How I Work • Translate complex product and process knowledge into clear documentation • Create supporting visuals (diagrams, process flows, annotated screenshots) • Organize content for usability inside help centers and internal systems • Maintain consistency across content, formatting, and structure • Build structured, easy-to-navigate documentation systems • Deliver documentation that fits your existing tools and workflows 🌐 When Clients Bring Me In Clients hire me when: • Documentation is outdated, inconsistent, or scattered • AI-generated content needs human editing and accuracy • SOPs and internal processes are unclear or missing • Knowledge bases are disorganized and hard to use • Teams need structure, ownership, and clarity 🌐Problems I Solve • High support ticket volume due to poor documentation • Slow onboarding for users and internal teams • Disorganized Notion, Asana, or Monday systems • Inconsistent or low-quality documentation across teams • AI content that sounds robotic, inaccurate, or off-brand 🌐 Core Services 1. Technical Writing & Documentation • Building Help Centers, Knowledge Bases, and SOPs. • Documenting workflows and internal systems (SaaS, Enterprise). • User-focused writing for both non-technical and technical audiences. 2. Humanizing AI & Editing • Refining AI-generated drafts to sound natural and engaging. • Editing for ESL authors to ensure native-level fluency. • Brand voice alignment and rigorous proofreading. 3. Visual Layout & Information Design • Professional formatting for Reports, White Papers, and Manuals. • Creating visual playbooks, flowcharts, and diagrams. • Ensuring content is visually scannable and on-brand. 🌐 Client Feedback "Veronica transformed our dense technical content into engaging documentation that our customers actually use." 🌐 Why Clients Choose Me * 20+ years in technical writing and editing for IT, SaaS, AI, and network tech industries. * Deep Expertise in AI-ready documentation structured for intelligent search, chatbots, and future automation. * Strong combination of technical + editorial expertise * Trusted with high-stakes, sensitive, and publication-ready content * Deep experience with AI-assisted writing cleanup. * Clear, step-by-step documentation. * User-focused writing for non-technical and technical audiences * As a Certified Professional Technical Communicator (CPTC), I don’t just write instructions; I build the structure behind them so they actually work. 🌐 𝐄𝐱𝐩𝐞𝐫𝐭𝐢𝐬𝐞 𝐒𝐧𝐚𝐩𝐬𝐡𝐨𝐭 🌐 🔹Artificial Intelligence 🔹Intuitive Help Systems 🔹Efficient Workflows 🔹Meticulous Software Documentation 🌐 Skills & Tools Technical Writing: SaaS Documentation: • API Docs • AI & Machine Learning Guides • User Manuals • Online Help Systems • Knowledge Base Content • Process Documentation • White Papers • Case Studies Content Optimization & AI Readiness: Structured Authoring • Metadata Tagging • Content Reuse Strategies • AI-ready Documentation • Intelligent Search Optimization • Chatbot Knowledge Base Design Tools & Platforms: Confluence • Jira • GitHub • Notion • Markdown • XML/DITA • Microsoft 365 • Google Workspace, VISIO, Signavio, GitBook, Notion/Monday/Asana, Zendesk, Adobe Acrobat, Adobe Captivate, Arbortext, RoboHelp, XML, HTML, ST4, Help & Manual, SharePoint Industries: SaaS • AI/ML • Information Technology • Networking • Enterprise Software 📩 Let’s untangle the chaos. Click "Invite to Job" to discuss your project. To your success, Veronica Phillip, CPTC Lead Technical Writer & SaaS Documentation Specialist

Whatever your documentation requirements are, chances are I have met them during the course of my career. With over 20 years as a Technical Writer I have a wealth of knowledge and experience in both the software and hardware industry. I have created user, admin, quick start, and integrator guides, as well as drafted API documentation. I have experience with both online help systems, and PDF manuals. I have also worked with many different authoring tools, including Document 360, MadCap Flare, FrameMaker, Arbortext, and Microsoft Word, as well as project management tools like Confluence and Jira. If you are looking for an experienced, serious, and dedicated professional, I would be happy to discuss your project needs.

Your product is good, but if customers can't figure it out on their own, if your blog reads like it was written by whoever had ten minutes free, or if your onboarding video looks like an afterthought, none of that matters. Documentation, content, and video are all part of how customers judge whether your company has its act together, and most small and mid-sized software companies can't get all three done well without hiring three different people. I'm one person who covers all three: technical documentation, technical content writing, and video production, for B2B and B2G software companies. Same person across every piece, so your knowledge base, your blog, and your product videos all sound and look like they came from the same company, because they did. This is what I do full-time, and I've been doing it for over 20 years in the B2B and B2G software space. TECHNICAL WRITING * Complete knowledge bases from scratch for companies with little or no customer documentation. * Overhauls of outdated or insufficient help content. * User guides built around real workflows, not just feature lists. * Quick reference and getting-started content for onboarding. * Training materials and SOPs. CONTENT WRITING * Technical blog posts and thought-leadership content that explain real product capability without the fluff. * Case studies and customer success stories grounded in specifics, not generic praise. * Release notes and feature announcements that customers actually read. * Whitepapers and technical explainers for more complex products and audiences. VIDEO PRODUCTION * Video tutorials and screen recordings, scripted, edited, and voiced as a finished product. * Training video libraries for onboarding and feature adoption. * Clean narration using ElevenLabs, paired with original scoring where a project calls for it. * Video and written content built from the same source material, so nothing gets out of sync. I come from a technical writing background, which means everything I build, video included, starts with an accurate, well-organized understanding of the product. That's what keeps a blog post, a help article, and a tutorial video all telling the same true story about your software. TOOLS Documentation and knowledge base platforms for the writing side. Final Cut Pro, Apple Motion, and Camtasia for video editing, motion graphics, and screen recording. Ableton Live and Logic Pro for original scoring and sound design. ElevenLabs for narration. WHO I WORK WITH Small to mid-sized B2B and B2G software companies, typically 10 to 100 employees. SaaS platforms, enterprise systems, government software. Companies that have outgrown "whoever's free writes it" and need documentation, content, and video that all pull in the same direction. RESULTS For a recent SaaS client, I built 25+ tutorial and training videos and wrote the user guide documentation behind them, reducing training time and shifting support questions from basic "how do I" issues to more advanced topics. A previous client saw support time drop significantly after I built their documentation from scratch, content that also helped certify over 100 partners in six months. MY BACKGROUND * 20+ years in B2B and B2G software documentation, content, and video * Former Technical Writing Manager at Workday * SaaS, enterprise, FDA-regulated, and DoD documentation experience * Video production: Final Cut Pro, Apple Motion, Camtasia, motion graphics, editing * Audio: Ableton Live, Logic Pro, AI-assisted voiceover (ElevenLabs) If your company needs documentation, content, or video built or rebuilt, and would rather work with one person who does all three well than juggle three vendors, let's talk about what that looks like for your product.

I’m Olalekan Ajao, a specialized technical writer and course developer who helps SaaS companies, tech startups, and education providers deliver clear, user-friendly documentation and training content. With experience in user guides, API documentation, training manuals, and technical course development, I bridge the gap between complex technology and real-world users. My background spans B2B SaaS, IT systems, financial platforms, and automotive technology, enabling me to create content that educates, empowers, and drives adoption. What I Can Do for You: Create step-by-step User Guides that simplify onboarding. Develop API Documentation that’s accurate, developer-friendly, and easy to maintain. Write User Manuals and Knowledge Base Articles for SaaS tools and enterprise software. Design and update Technical Courses (IT, software, or product training). Edit and improve existing course content to meet new standards or certifications. Ensure consistency, clarity, and technical accuracy across all materials. Why you Should Choose Me: ✅ Experienced in both technical writing and instructional design. ✅ Skilled at transforming technical concepts into clear instructions and training modules. ✅ Proven record working with Ascend Education (Windows Server course update), Rankia (trading & financial content), and automotive tech brands. ✅ Reliable, detail-oriented, and comfortable with tight deadlines. Let’s work together to create documentation and training content that reduces support tickets, improves adoption, and enhances user satisfaction. { Keywords: technical writer, course developer, instructional designer, e-learning content creator, technical course development, training materials, SaaS documentation, B2B SaaS content, user manuals, software training guide, product documentation, user guides, IT training manuals, knowledge base articles, technical writing for SaaS, product onboarding, technical course design, corporate training modules, online learning content, educational documentation}

Kai Poynting has over 15 years of cumulative experience in the technical writing field, 9 years as a freelance technical writer, 2 years as the senior technical writer for one of the larger energy software companies in Calgary Alberta, and 5 years of experience writing about solutions for IT. In addition to writing about solutions for IT, those 5 years were also spent testing, building and deploying some of the same solutions. As part of a small group of consultants, Kai was provided with a great many opportunities to obtain hands on experience in installing, configuring, building, and managing various server solutions, including Server 2008 R2, Exchange 2007 and 2010, Hyper-V, SCVMM, and more. He also provided customer support and technical support for the company's classroom environment, including requirements management, tech support, deployment, and server configuration (Exchange 2007 MOC courseware setup, for example). At Upwork, Kai has a 100% success rate, and has maintained a status of top rated plus for over 9 years. His clients have included mobile app developers, encrypted communication specialists, and cloud storage and orchestration vendors. He has written numerous user guides, manuals, RFPs and more, as well as created how-to videos showcasing product functionality. This is not to mention numerous blog articles, either ghost-written (for busy company founders), or in his own name. Kai is a flexible, project-oriented professional with a well-rounded skillset. He also holds a BA with an English major, and writes creatively whenever he can. Communication is the cornerstone of his profession and he prides himself on being able to provide the clearest possible message in all documents he provides.