Susan Murray

Experience

• 

  Cargolux Airlines

  Jun 2001 - Apr 2003

  Web Content Manager/Technical Author/Web Designer
• 

  Bloxx

  Oct 2007 - Jan 2009

  Technical Author
• 

  INPS Ltd

  Jan 2009 - Nov 2014

  Technical Author (UI Analyst and Test Analyst temporarily)
• 

  LOGICNOW LIMITED

  Nov 2014 - Feb 2016

  Technical Author
• 

  SolarWinds

  Feb 2016 - Sept 2021

  - Manage a variety of Knowledge Management programs to improve case deflection and customer feedback.- As Coveo Administrator, utilize self-service data to continually improve program outcomes- Analyse existing processes and design new processes to help teams work more effectively.- Collaborate with a variety of teams to identify, request and monitor required system improvements: SalesForce; Customer and Agent Search Portals; customer Troubleshooting and User Guide documentation- Ensure that program participants have the knowledge and tools they need to successfully create high-quality content by providing program training and ongoing support- Collaborate with data and user experience analysts on improving the search experience for customers including adjusting Coveo settings, updating content layouts, identifying content gaps, creating and promoting content on trending topics, and analyzing the overall self-service journey Show less

  • Senior Program Manager

    Aug 2019 - Sept 2021

  • Senior Information Developer

    Feb 2016 - Aug 2019
• 

  N-able

  Apr 2021 - now

  Senior Program Manager at N-Able