Responsible for maintaining the content health of the Knowledge Base for Technical Support - Concur.• General management of the knowledge base to ensure Support Engineers and Customers can find the information they need when they need it• Knowledge Domain Expert (KDE) Program Manager and leader in redesigning the KCS KDE program in collaboration with the Supportability team• Leader of continuous Knowledge Base improvements based on organizational needs and data insights• Head of the Knowledge Domain Analysis (KDA) Taskforce organizing cleanup efforts across Product Areas • Consultant on AI initiatives to drive customer self-service success• Leveraging AI and customer feedback to drive knowledge base, product, and tool improvements• Led the creation of programming to showcase KCS and its impact across the support organization• Editor and monthly contributor to the KCS News blog• Key member of the Intelligent Swarming initiative that documented all critical Skills, Tools, and Knowledge Areas for the support organization, leading to the creation of over 170 new reference articles

Program Manager on the Training and Knowledge Team, implementing and facilitating Knowledge Centered Service in the Americas, continually driving changes and improvements to the program. Work with managers, supervisors, and employees to ensure they have access to KCS-related metrics and the ability to optimize content and performance based on that data. Work closely with various internal stakeholders across teams to enhance the company’s overall knowledge environment, collaborate on cross-departmental content strategies, and help realize content best practices. Manage various projects having to do with expanding and growing KCS worldwide.

• Own preparation and management of project budgets• Manage and coordinate project teams consisting of superintendents, outside suppliers, engineers, and subcontractors• Communicate project status to partners and company higher-ups• Obtain necessary permits and approvals from city and government officials• Perform industry market trend analysis for product adjustment to optimize ROI• Collaborate on product design and specifications• Continual analysis and refinement of processes and procedures according to real time issues• Develop and manage project schedule • Ensure product quality while adhering to project budget• Analyze bids and select subcontractors to optimize ROI• Coordinate extensively with local governments and utility providers to adhere to district codes, laws, schedules, and procedures• Manage subcontractors, inspections, and daily schedule during staffing challenges

Key member of successful startup acquired by HTC Americas. • Managed successful launch of multi-platform sync software with Best Buy’s mobile division• Delivered product for an international telecommunications company • Coordinated with key stakeholders to prioritize product backlog• Engaged with customers in various social channels to gather product feedback for issue resolution and to enhance customer satisfaction• Worked with Engineering, Product Development, and Marketing to solve technical issues, create test cases, and develop new features and fixes• Acted as Scrum Master to ensure smooth execution during the sprint development process• Managed full recruiting process from job postings to on-boarding new hires• Worked cross-discipline wherever necessary to assure project success• Work with the HTC legal team on vendor and new employee contracts

Designed and implemented Enterprise Resource Planning software (Microsoft Dynamics AX) for an international manufacturing company.• Collaborated with Finance and Human Resource departments to identify core businessprocesses and test product functionality• Created training documentation for an international audience• Identified and addressed localization challenges within the product and documentation

• Managed customer relationships• Maintained customer database• Worked with marketing department to increase customer volumes to community through direct and digital mail, events, and promotions

• Prepared detailed cost and budget analyses of commercial development to determine return on investment.• Created reports detailing market conditions for Seattle condominiums.• Managed community and media outreach • Developed and led project presentations to community groups, neighbors, and city officials