Emily Swanger

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Experiences

Maintained Knowledge Base for Service Desk, Operations and Technical Teams
Served as project lead for multiple projects to streamline job processes and increase productivity. Project areas include but are not limited to following areas: knowledge management, continuity of operations and SharePoint
Liaised with IT Service Management Teams to resolve issues, curate content and drive continuous service improvement initiatives
Developed and delivered internal training programs on various topics to technical staff
Conducted periodic knowledge reviews
Provided Management staff with periodic updates regarding Knowledge Management initiatives and progress
Performed periodic testing and verification of ServiceNow Knowledge Management module for patching and upgrades
Updated training materials
Developed internal processes and standard operating procedures for knowledge management
Worked with various internal departments to assist with knowledge management and documentation needs

Provided videoconferencing classroom support
Diagnosed and solved classroom and technology issues. Installed hardware and coordinated computer lease equipment for department
Created and edited electronic forms and handbooks
Provided expertise and project management support for technology classroom redesign
Tracked student compliance and clinical case log records for 150 students
Served as administrator for clinical database and compliance tracking systems
Organized and coordinated workflow process for Nurse Practitioner program (preceptors and documentation)
Collaborated with internal and external departments to resolve faculty and student issues
Provided human resource support and orientation for new faculty and staff
Trained support staff

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Create storyboard and training materials
Served on steering team for selection and implementation of enterprise wide learning management system
Provided data support and analysis for selection process

Processed all departmental supply requisitions
Obtained pricing quotations for office supplies and furniture
Advised department managers of cost effective office supply purchasing to reduce cost
Reduced office supply expenditures by 15% in first year of employment
Developed automated costing and inventory management system utilizing Microsoft Access
Researched and negotiated pricing contracts

Education

Program of Study: Training and Development
Cumulative GPA: 4.0

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Communications/Journalism

Skills

Technical Writer and Knowledge Manager, Unisys Corp