Experience

• 

  San bernardino city unified school district

  Sept 2011 - Sept 2012

  It help desk intern
• 

  Best buy

  Oct 2012 - Jan 2013

  Sales representative
• 

  University of southern california

  Feb 2013 - now

  Spearheaded departmental KCS initiative launch, created oversight committee, and developed metrics-based reporting for key performance indicators. Architected KCS implementation across functional groups, customizing methodology and best practices to align with groups’ core businesses. Created strategy to deliver certification training, internal training, coaching, and recognition programs.Designed, petitioned, and implemented improvements to organizational IT Service Management Tool (ServiceNow) to add prerequisite KCS functionality.Published and seeded internal and external knowledge base articles.Seeded proactive knowledge articles for organizational service launches.Facilitated internal training classes and workshops on service management and KCS practices and standard operating procedures (SOPs).Facilitated onsite Help Desk Institute (HDI) KCS Foundation skills-building and certification course.Created and maintained support documentation and SOPs for after-hours support vendor. Show less Provided IT support for campus community via telephone, email, and in-person consultation. Architected and managed departmental support knowledge base. Spearheaded social media customer engagement initiative.Categorized and restructured legacy knowledge articles, creating a user navigation interface using Atlassian Confluence.Authored and maintained call center standard operating procedures.Designed and implemented call center floor lead supervisor roles, responsibilities, and procedures.Created standard response templates for customer interactions via departmental Twitter account. Show less

  • Senior Knowledge Management Analyst

    Sept 2019 - now

  • IT Technical Writer

    Jun 2016 - Sept 2019

  • Customer Support Consultant

    Feb 2013 - Jun 2016