Patricia Santa Ana

Cloudflare, Inc. · San Francisco, CA

• Grew documentation pageviews by 107% to an average of 2,500 unique daily visitors by owning end-to-end documentation strategy for Application Security: Threat Detection products, conducting user research, analyzing performance data, creating 70+ new feature pages, and restructuring 50+ existing articles to surface content based on user state and product context.
• Reduced open support tickets and improved product sentiment by 25% by designing and shipping embedded video tutorials in documentation pages and the product dashboard, and by translating complex product and system concepts into clear, accurate documentation.
• Aligned content strategy across 10 product teams in an agile, AI-first environment by partnering with product managers, systems engineers, solutions engineers, content designers, and support staff to publish and maintain user interface copy, customer-facing developer documentation, knowledge base articles, and feature blog posts.
• Maintained documentation quality and community responsiveness across the full content lifecycle by enforcing editorial style guide standards, making end-to-end structural decisions, and resolving 100+ open issues per year through structured triage of external contributions from the customer community.

National Aeronautics and Space Administration (NASA) · Washington, D.C.

• Produced 5 interface control documents covering meeting room systems, including laptop connection, HDMI setup, and projector configuration, by conducting hands-on system testing and interviewing IT staff to ensure technical accuracy for federal employees.
• Accelerated NASA CIO reorganization timelines by contributing to the management plan and partnering with Quality Management teams to migrate reference materials from physical to digital formats.

Tesla, Inc. · Palo Alto, CA

• Reduced field support contacts for on-site installation teams by authoring DITA-structured Powerwall installation manuals for end-users across Europe, Africa, and Asia-Pacific–interviewing 3 field experts whose feedback surfaced accuracy gaps and enabled teams to self-serve documentation while on-site.
• Improved Powerwall documentation usability by conducting structured usability testing and implementing targeted revisions based on findings.

California State University, Long Beach

Dual concentration degree in Rhetoric & Composition and Creative Writing

Certificate in Professional & Technical Writing

• Launched and scaled a technical writing internship program, resulting in 20+ published tutorials across 3 months by collaborating with 3 product teams to design capstone projects, screening 600+ applicants, leading interview panels, and providing hands-on mentorship and editorial feedback.

• Accelerated AI adoption among non-technical staff by building an internal prompt library of 20+ ready-to-use prompts spanning use cases from developer-focused documentation pages to email response templates to equip teams with practical starting points to streamline their workflows without prior AI experience.

• Magna Cum Laude
• Phi Beta Kappa
• President’s Honor List
• Exceptional Student Achievement Award