📌 Technical and UX Writer
I create documentation, onboarding flows, and product messaging that make technical systems easier to use, support, and scale. I bridge the gap between technical clarity and user empathy; shaping content that improves internal operations and external adoption.
Whether writing recovery SOPs for an IT team or designing onboarding sequences for SaaS users, my focus is always the same: reduce confusion, lower friction, and increase self-sufficiency.
🧭 What I Do
💼 Type: Freelance / Consultant / Full-time 📍 Domains: IT, SaaS, eCommerce, Internal Tools, CMS Platforms
🧠 Strengths at a Glance
📃 Technical Documentation
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Authored SOPs, ticketing workflows, and recovery guides at the City of Fort Smith slashing support load and recovery time..
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Wrote internal tech and user onboarding documentation for Medtronic’s field sales systems using ServiceNow.
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Developed a Whisper GUI user documentation complete with annotated visuals and tooltips.
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Authored video and GIF walkthroughs using Camtasia, Loom, and ScreenToGif, used for async training and internal handoffs for multiple freelance clients.
✍️ UX Writing and Lifecycle Messaging
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Wrote onboarding and retention sequences for Snappy Kraken and MentorPass, reducing churn and supporting projected $100K+ ARR gains.
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Strategized content and flows to reduce early churn, boost time-to-value, and lower support friction.
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Created in-app messaging, tooltips, and onboarding content aligned with user behavior and product milestones.
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Collaborated with devs and designers to ensure copy matched user intent, UI state, and product constraints.
🌐 Client-Facing Documentation
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Delivered fully personalized site management guides and plugin tutorials to non-technical clients through my past freelance business, Fancy Fox Creative.
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Developed reusable onboarding materials and step-by-step “how to edit your site” documentation.
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Used screen recordings, simplified language, and CMS SOPs to make non-technical clients confident site owners.
Tool Proficiency1
📄 Documentation Systems
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Markdown (daily use, with custom plugins in Obsidian)
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Obsidian - Main knowledge system; integrates diagrams, templates, backlinks
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Notion - SOPs, task databases, light wikis
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ServiceNow - IT process wikis and collaborative project pages
🖼 Visuals and Diagrams
- Mermaid.js, Lucidchart, Draw.io, Whimsical, Figma - for process flows, architecture diagrams, and user journey maps
🎥 Visual Documentation
- Loom, Camtasia, ScreenToGif, Snagit, OBS Studio - to deliver polished, clear video guides and GIFs
🏆 Highlights and Wins
- ✅ 85% faster system recovery with documented WDS flows at City of Fort Smith
- ✅ 50% churn reduction + $100K ARR via UX content for Snappy Kraken
- ✅ 10+ client sites launched with custom guides through Fancy Fox Creative
- ✅ Faster field setup via PowerShell automation docs at Medtronic
📄 Featured Work Samples
🚀 Sample Technical Writing Guide
Whisper Desktop: A User-Friendly Tool for Fast Transcriptions
- Tutorial for casual users
- Screenshots, clear language, minimal jargon 🔗 View Guide
🔧 Skills Breakdown2
| Category | Skills |
|---|---|
| Technical Writing | IT SOPs, Recovery Docs, End-User Guides, Markdown Wikis |
| UX Writing | Onboarding Copy, In-App Messaging, Email Sequences |
| Customer Education | Client Docs, Video Tutorials, Screen Capture How-To’s |
| Visualization | User Flows, Process Maps, Interface Diagrams |
| Ticketing/Support Tools | ServiceNow, OSTicket, Freshdesk, Jira, Zendesk |
| CMS Platforms | WordPress, WooCommerce, Shopify, cPanel, Elementor |
💬 Feedback from Clients and Colleagues3
Here’s what clients have said about my work ⚠ Click each to expand
Which is something that anybody any business owner that wants to increase sales and wants to increase retention.”
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Angel Gonzalez - Chief Marketing Officer at Snappy Kraken
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I would recommend Austin to any business that is looking to step up and stand out with their email communications.”
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Alex Willis - Customer Success Engineer at Snappy Kraken
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Link to original"A clear vision of what our onboarding should look like..."
“After my first call with Austin I not only had a clear vision of what our onboarding should look like…I also got ideas for touchpoints and user engagements that will help our onboarding experience stand out from our competitors”
Alex Gaston - Founder and CEO of CreatorPilot
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Link to original"Super deep insights..."
“I’ve been super hard at work on my product. I realized I kinda had the curse of most founders - ‘too much knowledge’. I hopped on a call with Austin - I started to get clarity on what clients to double-down on. I got that and more. Super deep insights on how to get social proof to gain a massive amount of trust from on-the-fence prospects. Great stuff Austin!”
Abdul Mukati - Founder and CEO of OutreachBin
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🎯 Why Technical and UX Writing?
I write because it solves problems. Writing is how I’ve clarified outages, empowered clients, and increased retention for SaaS platforms. Combining technical writing with UX flows allows me to support both internal operations and user-facing clarity, from backend docs to polished onboarding.
📫 Let’s Connect
- 👉 Contact page: Contact
- 📧 Email:
theaustinkelly(at)gmail.com 📋 - 🔗 LinkedIn: linkedin.com/in/theakx
- 💼 GitHub: github.com/austinleekelly
Footnotes
Footnotes
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For my full list of documentation and dev tools, see my Documentation and Dev Tools page. ↩
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For my full list of my testimonials, see my Testimonials page. ↩