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
