T. L. Bainter

Sr. Technical Writer

Zoom Video Communications • Full-time

Feb 2020 - Feb 2026 • 6 yrs

EXPERIENCE - Participated in numerous software development lifecycles from alpha to release in an Agile environment. - Provided post-release documentation support. - Authored, published, and maintained customer-facing and internal documentation sets, owning content through the full development lifecycle from first draft to publication. - Conducted SME interviews and stakeholder requirements-gathering sessions to capture undocumented product knowledge and reduce reliance on tribal knowledge. - Partnered with Engineering, Legal, and Product teams through structured review cycles, coordinating feedback and securing stakeholder approvals prior to release. - Developed UI documentation for web, mobile, and desktop clients, maintaining terminology and style consistency across platforms. - Documented products and tools spanning automation, API, sales, and security, translating technical detail into task-oriented guidance for both technical and non-technical audiences. - Captured and standardized internal procedures for mass-impact incident handling, producing repeatable operational runbooks for response and escalation. ACHIEVEMENTS - Led the initiative to deliver a user-facing bug search utility serving 200,000+ qualified enterprise customers; authored and standardized a backlog of 8,000+ bug entries into a structured, searchable content set. - Rewrote the complete Contact Center documentation library — 100+ articles — in 30 days, restoring accuracy and consistency for a 500,000+ user base. - Produced 50+ pre-launch documentation deliverables for Zoom Events, supporting 7,000+ users and 150 daily events.