Alan Miranda

Resume created on DoYouBuzz

Experiences

Accountable for the Norton knowledge process for Norton Core Products
Write Knowledge Base articles for end users and internal support agents
Analyze customer satisfaction reports on a daily/weekly basis and provide adequate feedback to the support team
Co-ordinate with the social media responders team to check for product issues in third-party forums
Host weekly forum meetings with cross-functional teams
Work closely with the Norton product support management team reporting frequent issues and feed outcome into self help system
Participate in Knowledge Base process meetings to identify process changes for creating a Knowledge Base article

Creating and reviewing end-user and technical documentation that include user guides, online help content, installation guide, and release notes
Creating technical documentation on product announcements, white papers, and FAQ guides

Developed Proof of Concepts (POCs) that are used to demonstrate the feasibility of a product that is currently developed by the company
Compiled content for a Whitepaper titled “PowerBuilder – To stay or not to stay” that provides information for individuals looking to migrate from legacy applications to next generation platforms
Designed PPTs that are utilized by the company to elucidate on the functionality of their products
Created AVI files that explained the methodologies of converting an outdated application to next generation platform
Part of a three-member team that designed product logos, newsletters, brochures, and web layouts

Tracking the latest developments in Semiconductors, LED Lighting Technologies and Optical Fiber Networks
Tracking recent Manufacturing events such as IMTS 2010, CIOE 2010 and IBC 2010
Consult with companies to gather in-depth details of the technologies

Knowledge Engineer