David Crawford

Experience

Elevance Systems | Remote - Contract Aug 2025 – March 2026

Built knowledge base repositories in ServiceNow and Confluence supported by taxonomy, metadata, and governance to support enterprise architecture.
Standardized deliverables with templates, standard policies, SOPs and runbooks, and filterable reports.
Designed lightweight ServiceNow intake workflow that reduced draft-to-review cycle time from roughly 11 days to under 2.
Managed development of enterprise backup and recovery policy following NIST SP 800-34 (BCDR) standards by collaborating with cross-functional teams and stakeholders.
Designed LLM-assisted workflow for transcript summarization and mapping from SME discussions to structured templates.
Scoped an API-driven workflow to accelerate BCDR inventory capture and support large-scale profile creation for 600+ applications.
Defined and analyzed scopes, objectives, and documentation requirements for enterprise architecture efforts across technical and business stakeholders.

OptaFi | Remote Jul 2023–Aug 2025

Wrote SOPs, how-to articles, and procedures for infrastructure and IT operations in MediaWiki and ServiceNow.
Maintained knowledge base as lead writer and editor using Markdown and HTML.
Interviewed 20+ SMEs across Linux and Windows teams to capture and validate technical procedures.
Collaborated with project managers and customer-facing teams to confirm scope, audience, and intent for documentation.
Documented API-based metadata collection process to support long-term content management.
Performed quality analysis on peer-reviewed content for structure, consistency, and technical accuracy.

VillageMD | Houston, TX Sep 2021–Aug 2023

Created call center, physician, and triage job aids and protocols in HIPAA-regulated healthcare environment.
Reviewed call center operations to identify documentation gaps, improvement opportunities, and content requirements.
Developed new SharePoint repository to maintain and track analytics for training and medical deliverables; received 90% user satisfaction rating and increased engagement by 258% among agents and physicians within six months post-launch.
Designed an internal SharePoint-hosted provider directory in Excel for roughly 3,000 providers across seven states to support call center teams with provider name, location, phone, and NPI information.
Created and maintained Power Automate workflows connecting Microsoft Office tools to streamline document and page updates.
Performed gap analysis across business and clinic environments to identify areas for improvement and improve process support.

Freelance | Remote Jun 2020–Jul 2023

Managed keyword research and analytics to create user-focused content and improve discoverability and search performance.
Designed websites and marketing materials for small business; increased web traffic by 75% and organic leads by 200%.
Built foundational experience with REST API and structured data formats including JSON and XML.
Produced player-first interactive narrative content for gaming environments, including a top-rated quest overhaul add-on with over 3,500 five-star reviews.

B.A., English Literature (Creative Writing)

University of Texas at San Antonio

Creating Technical Documentation with GitHub

Information Management: Document Security

Learn API Technical Writing: JSON and XML for Writers