I’m Todd Sinclair, a customer education and technical content professional with more than a decade of experience at companies including Microsoft, Google, Uber, and Edward Jones. I’ve built customer learning programs that cut onboarding time by 40%, launched knowledge bases that reduced support contacts by 28%, and designed AI-assisted content pipelines that took drafting time from days to hours.
Customer Education & Training
At MITS, I built the customer education program from the ground up. I selected and implemented Zendesk for the knowledge base and ticketing, launched the customer learning platform on Skilljar, and developed the full training portfolio: self-paced courses, instructor-led workshops, webinars, and video tutorials. The program cut customer onboarding time by 40% and reduced support contacts by 28%.
At EPAM, I redesigned an outdated, mixed-format financial advisor curriculum for Edward Jones into a modern self-paced course built in Articulate Rise, managing the project from needs analysis through LMS deployment.
AI-Assisted Content Operations
At EPAM, I designed and deployed an AI-assisted content pipeline for a seven-person writing team on the Google account, complete with a reusable prompt library, editorial governance, and human-in-the-loop review. Drafting time fell from days to hours, and QA defects dropped by more than half. I firmly believe AI can scale production, but editorial standards are what protects content integrity.
Technical Foundation
I’m equally at home on the technical side of content. I write in Markdown, work in Git daily, and have authored in structured XML publishing platforms at Google and Microsoft, applying DITA principles across large content sets. When your education program needs API documentation, release notes, or a runbook, I don’t need a translator.
If you want customers who onboard faster, adopt more of your product, and need support less often, I’d like to hear about it