Information Developer @ Symantec

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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

Alan Miranda