knowledge base management resume example with 10+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - - -
Professional Summary

Results oriented customer focused, successfully uses many technologies to accomplish job requirements, including Active Directory, Dameware, Bomgar, Windows Registry, Computer Management, and Group Policy. Provide high-level technical support that includes, but not limited to, Windows XP & 7, Windows server 2003 & 2008, MS Office, Adobe Acrobat, MS SharePoint, McAfee AV, Juniper and Cisco VPN, Cisco VoIP and VMware.

 Current certifications held are:

  • CompTIA A+
  • Microsoft Certified IT Professional (MCP)
  • NACLC clearance
  • Excellent problem-solving abilities
  • Data backup and retrieval
  • Remote access technology
  • Network maintenance
  • Website maintenance
  • Excellent communication skills
  • Excellent diagnostic skills 
Work History
06/2016 to Current
Knowledge Base Management Vmly&R Seattle, WA,
  • Technical writer for the Knowledge Base used by most DoD health employees, including: Tier I agents, Tier II (Advanced Applications) agents, local support agents (IMD), MHS, Air Force, Army, Navy, Coast Guard and other branches.
  • Provided instructions to perform many tasks ranging from simple to very advanced in a manner that could be understood by any party reading it.
  • ​Managed relationships from multiple departments and branches to find cohesive solutions that benefited all parties.  Communicated regularly with said groups and individuals, also including coworkers, supervisors, other department heads in a timely and clear manner to accomplish the task on hand.
  • Used website creation tools such as Robohelp, html coding, and other sources to maintain/update the servers.
  • Work with little or no supervision.
  • Made regular backups and restorations to multiple servers, most of which are in remote locations.


11/2012 to 06/2016
Tier I Technical Support Agent Inserso City, STATE,
  • Administer support for various programs and websites used in the DoD environment, including AHLTA, CHCS, Essentris, DMLSS, ATAAPS, AKO, JKO, ALMS, DTS, DHMRSi, and many other programs and sites that are site/department specific.
  • Provide remote support for various hardware issues such as printers, computer performance, network performance, external storage devices, scanners, fax machines, smart card readers, and monitors.
  • Ensure compliance with enterprise wide IT standards and Department of Defense (DoD) standards on all work and technical requests.
  • Contribute knowledge and updated information to appropriate teams to create and maintain Knowledge Base information.
  • High client satisfaction via formal surveys and informal inquiries.



11/2010 to 11/2012
Tier II Customer Support Agent Volt Incorporated/Aerotek Inc City, STATE,
  • Independently works from the Tier 2 End User Support Helpdesk ticket queue as well as providing support and training to Tier 1 technicians as needed.
  • Escalate issues to Subject Matter Experts (Tier 3) and assists in quickly resolving issues as needed.
  • Interacts and works closely with internal teams to ensure adoption to educate, train and promote the use of the digital asset management system.
  • Provide hands-on assistance & troubleshoots telecommunications equipment, wiring and data equipment.
  • Read and understands all Dispatch or Work orders including programming of systems, Phone, Voice Mail systems and DSL modems.
  • Ensure Department Policies and Procedures are followed.

09/2007 to 11/2007
Technology Specialist Office Depot City, STATE,
  • Oversees all computer purchases and software computer activities, helps maintain the flow and quality of work to meet deadlines.
  • Provides administrative management information reports to the Office Manager and other management personnel.
  • Assists as the principal technical adviser on administrative operations and answering inquiries from the Office Operations Supervisor and providing guidance to employees.
  • Provides technical support and troubleshooting for daily network operations including identifying and resolving problems and documenting the problem history and solution.
  • Explains complex network concepts to non-technical personnel in non-technical language.

Expected in 2001 to to
Associate of Arts: Music theory and composition education
University of Texas at El Paso - El Paso, TX

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Resume Overview

School Attended

  • University of Texas at El Paso

Job Titles Held:

  • Knowledge Base Management
  • Tier I Technical Support Agent
  • Tier II Customer Support Agent
  • Technology Specialist


  • Associate of Arts

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