ABOUT
From technology
to knowledge.
Combining a technical foundation with advanced study in English Literature, I bring analytical thinking, audience insight and narrative expertise to help organisations communicate complex technologies with clarity, precision and impact.
My career began in technology and technical operations, where I learned to understand systems, infrastructure, dependencies and complex technical problems.
From there, I moved into people leadership, building and scaling technical support and technical writing teams, before expanding into technical communications, product, content strategy, knowledge architecture and digital transformation.
PEOPLE & LEADERSHIP
I build capability,
not just content.
A substantial part of my career has involved building the people and operating structures behind good technical communication. I’ve recruited and developed technical writers and support professionals, mentored managers and team leads, and established the standards, workflows and practices teams need to scale.
For me, transformation is sustainable when the people responsible for it have the skills, structure and confidence to keep it working.
SELECTED CAREER HIGHLIGHTS
Building more than
documentation.
Built & scaled teams
Built and developed technical writing and international customer support teams, recruiting, training and mentoring writers, technical specialists, team leads and managers.
Pioneered technical communications
Helped establish technical communications as a professional discipline in Malaysia before taking that experience into international technology and SaaS environments.
Built knowledge ecosystems
Developed documentation and content operations into structured knowledge environments supported by information architecture, governance, reusable content and scalable publishing practices.
Led digital transformation
Led product and knowledge initiatives spanning discovery, stakeholder alignment, digital platforms, content systems and increasingly AI-enabled knowledge operations.
IMPACT
Growth in worldwide readership following transformation of a global SaaS knowledge centre.
Customer-service performance achieved while helping scale international technical support operations.
Years working across technology, leadership, communications, product and knowledge transformation.
THE THREAD THAT CONNECTS IT ALL
Different disciplines.
One consistent thread.
Making complex technology, information and knowledge easier for people to understand and use.
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