Mal Silva
01 Experience
EBSCO Publishing
2 :Years
Kiva Systems
2.5 :Years
TraceLink
+9.5 :Years
02 Timeline & Highlights
2010 - 2012
EBSCO Publishing
Technical Support Representative
Provided technical and service-related solutions through various communication channels, acted as a liaison between customers and internal teams, led internal training documentation projects, and advocated for client needs in a fast-paced environment.
EBSCO Discovery Service Project Coordinator
Managed EBSCO Discovery Services (EDS) account setup and customer communications, ensuring timely implementation, coordinating training needs, and maintaining documentation, while also supporting Sales operations and providing training to colleagues. Branded trial accounts for personalization and added key UX features for sales enablement.
2012 - 2014
Kiva (Amazon Robotics)
Technical Writer
Developed comprehensive internal and customer-facing documentation, managed technical review processes, collaborated with subject matter experts, and implemented solutions to improve documentation efficiency and team communication.
Technical Writer II
Authored and edited a wide range of technical documentation for both internal and external audiences, managed team project roadmaps, created knowledge bases, and implemented process improvements to enhance cross-functional communication and documentation standards.
2015 - Present
TraceLink
Senior Technical Writer
Specialized in API documentation, creating and enhancing asynchronous and SOAP API guides, establishing documentation standards, and developing the Document Development Life Cycle (DDLC) in alignment with the Engineering Scrum methodology.
Manager, Technical Communications & Interim User Experience Manger
As Chief Content Manager, led the expansion of content types and implemented Agile methodologies to optimize the Software Development Life Cycle (SDLC), while also serving as interim UX manager to guide team restructuring. Spearheaded content reuse, localization strategies, and expanded the documentation team, ensuring alignment with design standards and improved usability across multiple platforms.
Director, Experience Design & Technical Communications
Led UX and Technical Communication teams from product discovery to delivery, driving company-wide impact through strategic execution and effective stakeholder communication. Coordinated leadership training, promoted cross-functional collaboration, and managed design and content strategy across platforms, ensuring successful implementation and measurable outcomes.
Senior Director, Product Experience
Manage design and content roadmaps for 52 B2B products, and drive the development of the Opus Platform and Anthem Design System, delivering innovative supply chain solutions. Managed a global team, optimized product development with Agile practices, and oversaw a $2.5 million budget while promoting diversity through inclusive hiring..
CONTACT ME
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Tel: 1-603+534-7836
Curious about the Fox?
As a writer, I've always been an observer of the world around me—something that's been true since childhood. I once encountered three leaders, each steering their own business, each with a different approach. Two serve as cautionary tales. But one stood out, a figure of kindness and integrity, as well as a master of his craft. This man became my model leader—and is represented by the "Silva Fox."