Own end-to-end knowledge management for a Fortune 500 account, maintaining nearly 1,000 KB articles across the service desk and IT end-user knowledge bases.
When tickets surface undocumented or unclear issues, I identify the configuration item’s business/knowledge owner, gather accurate information, and draft SOPs, runbooks, and FAQs through to approval and publication.
I run periodic content audits and recertifications, retiring documentation as associated systems are decommissioned, and improve findability through tagging and taxonomy.
I also deliver training and enablement to improve documentation quality across the team.
Verified
