Senior Technical Writer

David Golden

I get your customers off the support page and back to their tasks.

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20 yrs Technical Writing
26 Annual Releases
1,700+ Support Cases Cited
145,086 Records Migrated

Portfolio

Selected Work

Each project below is a problem I was handed and a result I can point to. Samples are linked where they're publicly accessible.

Knowledge Base · MadCap Flare · XML

Enterprise Knowledge Base — Pitney Bowes Shipping & Mailing

Problem
Support volume was high and customers had no reliable self-service path for enterprise shipping and mailing products.
What I did
Owned and wrote the full knowledge base for multiple product lines in MadCap Flare — user guides, admin guides, installation guides, and KB articles — delivering across 26 annual releases with 90% shipped same-day.
Result
My articles were cited in 1,700+ support cases. Top articles referenced 700+ times each.
View samples →

Compliance Docs · 21 CFR Part 11 · Regulated

Clinical Research System Documentation — Pfizer

Problem
Enterprise clinical research systems required documentation that could survive an FDA audit — accurate and version-controlled throughout the review cycle.
What I did
Wrote and maintained compliance documentation and SOPs under 21 CFR Part 11, working directly with Regulatory Affairs, Legal, Quality, and Engineering throughout the review cycle.
Result
700+ global users trained; 100% completion rate. Documentation cleared regulatory review.
Confidential

Interactive · Articulate Storyline · UX

Guided Troubleshooting Tool — Pitney Bowes

Problem
Users with hardware and software issues needed a faster path to resolution than reading a manual — especially under time pressure in shipping operations.
What I did
Designed and built an interactive solution finder in Articulate Storyline. Users answer a short branching sequence; the tool routes them to the right fix without involving support.
Result
Users get to a fix without calling support. The branching logic handles triage that would otherwise go to a technician.
View demo →

Python · MySQL · Flask · Data Migration

Music Library Catalog Migration — WPKN 89.5 FM

Problem
A 60-year catalog (dating to 1963) lived in Microsoft Access, assembled from paper cards, dBASE, and Excel over decades. Programmers searched exported spreadsheets on Google Drive. 23,772 digital files on a server drive were uncatalogued entirely.
What I did
Standardized 110,000+ genre tags into 43 controlled vocabulary terms. Catalogued the digital collection from scratch. Migrated 145,086 records into MySQL across 6 tables with referential integrity. Built a Flask search interface with artist, title, genre, style, and local-artists filters — presented as a live proof of concept to the board in April 2026.
Result
99,553 records now searchable in real time. Access and Google Drive spreadsheets retired. Deploying to library.wpkn.org.
Request demo →

About

The 30-second version

I'm a senior technical writer with 20 years of experience turning complex systems into documentation that people use. My career has run through enterprise shipping and mailing software at Pitney Bowes and FDA-regulated clinical research systems at Pfizer — two environments where unclear documentation creates real, measurable problems.

I work in MadCap Flare (18 years), build in XML-based single-source authoring workflows, and have managed everything from localization across 6 languages to knowledge base programs that serve as a company's primary support deflection layer. I'm also comfortable enough in Python and SQL to build the tools the documentation runs on.

I'm based in Milford, CT and open to full-time roles and fractional engagements. If you're moving off Word and SharePoint into something topic-based and task-driven, I've done that before — get in touch.

Contact

Two ways to work together

I'm currently available for both full-time roles and fractional engagements.

Full-time role

Looking for a senior technical writer or documentation lead with deep enterprise and regulated-environment experience. I'm open to remote, hybrid, and on-site in the CT/NY metro area.

Send me a note

Fractional retainer

If you need a senior writer for a specific project or quarter without a full-time commitment, that's the retainer model. I work with companies on a monthly basis.

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