Technical Writer · Documentation Specialist · Back-Office VA
Documentation that makes your operations repeatable.
I turn messy, tribal knowledge into SOPs, process docs and back-office systems your team can actually follow. 7+ years writing SOPs, process documentation and knowledge bases — and running the back-office work behind them.
- 115
- Jobs completed on Upwork
- 49
- Client reviews
- 5.0
- Average rating
- 7+
- Years documenting operations
Purpose
Describes how to onboard a new employee from offer acceptance through the end of the first week.
Procedure · Phase 1
- HR sends the welcome email and paperwork link.
- New hire completes I-9, tax and direct-deposit forms.
- IT provisions laptop, email, SSO and tool access.
- HR runs the access-verification report at T-1.
Owners
What I do
Four services, one outcome: work that runs without you in the room.
Standard Operating Procedures
Numbered, role-assigned procedures with scope, prerequisites, troubleshooting and revision history — written so a new hire can run them unsupervised on day one.
- SOP libraries
- Work instructions
- Policy documents
- Checklists
Process Documentation & Mapping
Interviews with the people doing the work, turned into process maps, RACI tables and step-by-step docs that expose handoff gaps before they cost you money.
- Process maps
- RACI matrices
- Runbooks
- Onboarding guides
Technical & Product Writing
Help-centre articles, QA flow documentation, release notes and internal knowledge bases in Markdown, Google Docs or Notion — versioned and screenshot-ready.
- Knowledge bases
- QA documentation
- Release notes
- How-to guides
Back-Office Virtual Assistance
The recurring admin behind the documentation: data entry, research, inbox and file hygiene, tracker maintenance and reporting that stays accurate week after week.
- Data entry & cleanup
- Research reports
- Inbox & CRM upkeep
- Weekly trackers
How a document gets made
A five-step documentation process
- 01
Discovery
A 30-minute call plus a short questionnaire to capture the process owner, the trigger, the outcome and the systems involved.
- 02
Shadow & capture
I watch or record the process as it is actually performed, capture screenshots, and log every exception the team works around.
- 03
Draft
A structured draft in your house template: purpose, scope, responsibilities, prerequisites, numbered steps, troubleshooting, checklist.
- 04
Test & review
Someone who has never run the process follows the draft end to end. Every stumble becomes an edit.
- 05
Publish & maintain
Final doc delivered with a document ID, owner, effective date and revision history — plus an update cadence so it never goes stale.
Selected work
Case studies
Human Resources
Onboarding SOP that cut day-one access failures to zero
A 40-person services company onboarded new hires over email. Laptops arrived late, SSO accounts were missing on day one, and every hire experienced at least one blocked task in week one.
Read the case study →
Product / QA
QA flow documentation for a mobile app release cycle
A mobile app team ran regression testing from memory and a stale spreadsheet. Bugs were reported without reproduction steps and two releases shipped with regressions that had been caught before.
Read the case study →
Back-Office Operations
Refund & dispute handling process for an e-commerce back office
Refund decisions depended on one senior agent. When she was away, response times slipped past 72 hours and approval thresholds were applied inconsistently.
Read the case study →
Knowledge Management
Rebuilding a 60-article knowledge base into a maintainable library
Support articles lived across Google Docs, Slack pins and one agent's notes. Customers were sent conflicting instructions and nobody owned updates.
Read the case study →
Sample work
Full documents you can read end to end
SOP: How to Onboard a New Employee
A complete 10-section SOP covering purpose, scope, responsibilities, required access, a four-phase procedure, troubleshooting and a completion checklist.
10 sections · 4 phases · 13-item checklist
Mobile App QA Flow Documentation
Test-case documentation for a mobile release cycle: preconditions, numbered steps, expected results, severity definitions and a release sign-off gate.
Test cases · severity matrix · sign-off gate
SOP: Refund & Dispute Handling
A decision-tree procedure for refund requests and chargebacks, with approval thresholds, evidence requirements and customer reply templates.
Decision tree · thresholds · reply templates
Weekly Back-Office Runbook & Process Map
A recurring operations runbook: daily and weekly task cadence, data-entry quality rules, escalation paths and a reporting handoff to management.
Cadence table · QA rules · escalation matrix
Published writing
Articles on documentation & operations
How to Build a Business Process Documentation System From Scratch
A complete guide to moving from scattered SOPs to a maintainable documentation system: prioritisation, interviewing, process mapping, ownership, version control and review cadences.
Read article →
How to Write an SOP Employees Will Actually Follow
A practical writing guide covering the anatomy of a usable SOP, active-voice steps, screenshots, testing, a starter checklist, and the mistakes that turn procedures into shelfware.
Read article →
Client feedback
What clients say
“Great person to team up with. Professional, communicative, effective. Highly recommend!”
“Great work.”
Tooling
Where I work
- Google Workspace
- Microsoft 365
- Notion
- Confluence
- Markdown
- Asana
- Trello
- ClickUp
- Airtable
- Slack
- Loom
- Snagit
Have a process nobody has written down?
Send me the messiest one. I'll come back with a scope, a draft outline and a delivery date.
$22/hr · Affordable Digital Services — adsorm.online