AT&T Wireless · Writing Sample
Technical documentation for multiple AT&T Wireless Customer Care BAU processes — mapping user actions and system interactions to provide clarity and consistency for internal teams and end-users, with a focus on reducing support escalations and registration issues.
3G Microcell registration
Step-by-step technical documentation for the 3G Microcell registration process using a mobile app. The documentation covered the full user journey: entering the CTN (Cellular Telephone Number), account type verification through CCR LDAP and MAG systems, T-GUARD authentication for non-premier accounts, PIN request and SMS delivery, PIN validation, cookie placement on the device, and final 3G Microcell profile establishment.
Written for a non-technical customer audience, with back-end system interactions documented separately for internal teams — so that customer-facing copy stayed clear without sacrificing technical accuracy for engineering reference.
Premier Online Care registration flows
I authored the CRU (Corporate Responsibility User) registration process for Premier Online Care — mapping both user actions and system interactions from the registration link click through wireless number entry, SMS PIN delivery, customer information submission, terms acceptance, email verification, and account activation.
I also documented the email reminder flow for new POC users who registered but never logged in — covering the automated identification of pending accounts, email delivery with temporary credentials, and the token-based re-engagement flow. And the bulk registration process, which allowed AT&T Sales Reps to create 50+ Corporate Responsibility User accounts simultaneously using a CSV file and automated script — replacing a slow, manual one-at-a-time process.
Impact
Each document was designed to reduce the need for training and supervisor escalation. Clear, step-by-step process documentation meant that customer-facing staff and sales reps could follow the correct procedure without needing to call support — and that issues, when they did arise, could be traced back to a specific step.