Knowledge Manager Resume Example Servicenow Inc.

KNOWLEDGE MANAGER

Summary

Intelligent IT Manager with a 7-year record of leadership experience in areas such as infrastructure development and management, application support and security optimization. Focused on satisfying customer needs through robust, innovative and forward-thinking solutions. Demonstrated success as an operational leader, articulate communicator and practiced influencer able to collaborate across functions to outline and achieve project targets. Skilled in building solid business solutions based on a range of methodologies and engineering principles. Complex problem-solver skilled in developing proposals, integrating technologies and managing projects.

Skills

Project coordination
Security improvements
Scope definition
Infrastructure planning
Expense analysis
Business development support
Operational improvement
Team building

Project organization
Communications
Security systems
Relationship development
Process improvement
Customer service
Team management
Problem resolution

Experience

Knowledge Manager
San Diego, CAServiceNow Inc./Aug 2013 to Dec 2018

Reviewed network policies and infrastructure to evaluate sub-optimal areas and develop solutions.
Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure through strict adherence to industry best practices and first rate personnel management skills.
Delivered consistent and quality mentoring, training and onboarding for teams of contractors and staff members.
Supported IT application development, application support, system integration and system administration projects, generating more than $10.8 million annually in customer support cost savings.
Improved user-friendliness of Software-as-a-Service system by providing constant IT support and and rapid customer response turnaround times, more than three times faster than industry standard.
Managed more than 35 global team leaders comprised of software engineers, system administrators, NOC operators, QA engineers and project managers.
Recognized by management for providing exceptional customer service.
Performed system maintenance by handling security verifications of all systems and processes.
Connected with customers daily to relate any system changes and integrate customer feedback into improvement processes.
Provided technology consultation for growing businesses, making recommendations and upgrading existing systems.
Managed implementation of application developments by collaborating with overseas technical teams.

Knowledge Management Specialist
San Diego, CALPL Financial/Feb 2013 to Aug 2013

Utilized Salesforce to compile data gathered from various sources.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Performed site evaluations, customer surveys and team audits.
Improved operations by working with team members and customers to find workable solutions.
Maintained updated HR systems knowledge through collection and analysis of data and implementation of data into Salesforce.

Technical Writer
Los Angeles, CALRN/Jan 2006 to Jan 2013

Developed and authored technical information for internal and external utilization.
Collaborated with specialists in other disciplines, including engineers, product management, instructional design and support in development of internal and external user manuals
Created user documentation for various materials, including how-to guides and instruction manuals.
Worked with internal team to obtain in-depth understanding of products.
Comprehended new content functionality through research, testing and interviewing.
Wrote easy-to-understand user interface text, online help and developer guides.
Developed and maintained platform-specific documentation, comprising operations manuals, engagement model documentation and training material or collateral.

Technical Writer
San Diego, CALockheed Martin/Jul 2005 to Nov 2010

Created user documentation for various materials, including how-to guides and instruction manuals.
Improved operations by working with team members and customers to find workable solutions.
Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Updated instruction booklets and publications.
Arranged for publication, printing and distribution of writing.
Established consistent and repeatable process for technical documentation within global team.
Developed and maintained platform-specific documentation, comprising operations manuals, engagement model documentation and training material or collateral.

Education and Training

Bachelor of Arts: Fine ArtsNew York UniversityMay 2001New York, NY

Accomplishments

Most recent career highlights include a perfect hiring and retention record (no staff who I personally interviewed and hired terminated employment, voluntarily or involuntarily) and rapidly leading an inexperienced team into first-rate data science and artificial intelligence technology.

Resume Overview

Companies Worked For:

ServiceNow Inc.
LPL Financial
LRN
Lockheed Martin

School Attended

New York University

Job Titles Held:

Knowledge Manager
Knowledge Management Specialist
Technical Writer

Degrees

Bachelor of Arts : Fine Arts

Knowledge Manager Resume Example

Resume Score: 80%

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