Stephen Gardner

Experience

• 

  Boston University's Office of Information and Technology

  Feb 1999 - May 1999

  Student Consultant at the Personal Computing Support Center
• 

  CFA Institute

  Jun 1999 - Jun 2008

  Assistant Coordinator
• 

  FundQuest

  Feb 2005 - Sept 2007

  • Reduced number of Help Desk calls by designing a Help Desk website with documentation on common user issues and user interfaces for logging issues and installing network printers and commonly-used software.• Strengthened security by enabling ability to ensure licensing compliance and to lock down employee desktops and corporate firewalls by designing imaging server with standard desktop images for each department in the company. • Optimized timely provisioning of computers and logins to new employees and prompt access termination for exiting employees by standardizing hiring and termination processes and communications with HR and hiring managers.• Ensured employees had necessary tools by creating documentation for standard employee roles and applications.• Facilitated more efficient issue management by redesigning issue reporting system to create relevant categories.• Improved tracking of outstanding and resolved issues for statistical and monitoring purposes by designing a standard reporting process. Show less

  • Systems Administrator

    Jul 2007 - Sept 2007

  • Senior Help Desk Specialist

    Feb 2005 - Jun 2007
• 

  Jewish Community Housing for the Elderly

  Sept 2007 - Jun 2008

  Network Administrator

  Served as the only IT employee for a company of 80 employees, spread across three sites:• Spearheaded research and selection of a new email server, including evaluation and testing, and coordinated the upgrade of the email server from Eudora 3.1 to Exchange, including server configuration and employee education.• Saved several hours daily and hundreds of dollars each month by reorganizing backup system for greater efficiency. • Facilitated acceptance of instant online donations via credit card by assisting to add a donation system to the website. • Extended Facilities department work order I/O system across three remote locations, enabling a standardized reporting process and precluding the need for work orders to be emailed to different sites. Show less

• 

  MacLachlan College

  Jun 2008 - Mar 2009

  IT Manager

  • Managed all IT operations as sole IT employee for a pre-K through grade 12 school with 350 students and 60 staff.• Boosted administrator control and confidence in report card product and reduced redesign process by 75% by bringing the report card creation process in-house.• Supervised installation of SMART Boards and projectors in classrooms and developed training materials for teachers on common tasks and troubleshooting procedures.

• 

  VMware

  Jun 2009 - Dec 2014

  Led various technical projects: • Improved infrastructure stability with reliable backups, enhanced auditing and streamlined workflow for 20 internal employees by leading nine-month project to migrate Knowledge Management workflow system from stand-alone Drupal to Salesforce.com in collaboration with Salesforce.com development, Informatica team and data custodians.• Turned around Salesforce.com migration project with continually changing development teams and conflicting priorities. Clarified project requirements by creating new decision-tree diagrams and process documentation. • Defined new metrics and methodology for measuring Support Request deflection, working with internal web marketing, external Adobe Analytics consultant and QA team.• Outlined methodology and created system for tracking all stages of translation lifecycle for Knowledge Base articles. Acted as Subject Matter Expert (SME) on Knowledge Management and metrics analysis:• Determining and calculating Knowledge Management ROI.• Migrating between Enterprise Data Warehouses for reporting and metric requirements and mappings. Show less Acted as application owner and SME for Knova Knowledge Base (KB).• Coordinated user education and Tier 1 troubleshooting.• Defined metrics and produced reports and dashboards on content distribution, use and evaluation for senior leadership.• Defined metrics for Support Request deflection based on KB article use on the web portal.• Defined requirements for product enhancements, coordinating and approving development schedules, QA and UAT, and producing release notes and education.• Ascertained effectiveness of Knowledge Management across the support organization by creating dashboards to track multiple internal and external metrics. Show less Responsible for team's product section of public/private Knowledge Base:• Drove Support Request (SR) Deflection up 10% for my product by creating Knowledge Base (KB) articles that resulted in 10% more customers using the KB and then not filing a support request. • Slashed backlog of incoming articles and feedback from over 200 to less than 10, while improving the average turnaround time from over one week to less than two days.• Formed 15 "resolution paths" of 75 step-by-step Knowledge Base articles addressing common customer issues, as well as a mind map illustrating all paths. • Developed and presented training sessions at the team and company levels.• Researched and documented search engine to aid external and internal customers in locating available content.• Coached Technical Support Engineers. Show less

  • Business Analyst

    Oct 2013 - Dec 2014

  • Knowledge Engineer II (Applications Analyst)

    Jul 2013 - Oct 2013

  • Knowledge Engineer I (Applications Analyst)

    Mar 2012 - Jul 2013

  • Technical Writer

    May 2011 - Mar 2012

  • Knowledge Champion

    Jan 2010 - May 2011

  • Desktop Technical Support Specialist

    Jun 2009 - May 2011
• 

  VelocityEHS

  Jan 2015 - now

  • Director, Product Management

    Nov 2023 - now

  • Associate Director, Product Management

    May 2022 - Oct 2023

  • Senior Product Manager

    Dec 2020 - May 2022

  • Product Manager

    Aug 2017 - Dec 2020

  • Senior Product Analyst

    Feb 2016 - Aug 2017

  • Product Analyst

    Jan 2015 - Feb 2016