Jason O'Donnell Email & Phone Number

Fremont, Ca, Us

Key responsibilities and achievements:⭒ Lead the development of a knowledge strategy and framework aligned with the company's digital transformation principles and business strategy.⭒ Transform the way Lam Research used digital tools and systems to enhance operational efficiency, providing employees and customers with better tools and data for maximum efficiency.⭒ Collaborate with cross-functional teams and led transformation projects, driving business change through enhanced processes and systems.⭒ Champion best-known methods and processes to connect people and customers with knowledge, accelerating information sharing.⭒ Reimagine processes and protocols for storing and accessing information, recommending best-in-class knowledge management tools to harness cross-functional data.⭒ Promote knowledge management and standard approaches across teams, functions, and locations, enabling new business models and driving new revenue streams.⭒ Collaborate with cross-functional teams to ensure enterprise technology reflected knowledge flow processes, integrating KM activities into digital platforms.⭒ Increase customer value through better outcomes, conducting research, data analysis, and creating reports.⭒ Provide financial analysis and budget formulation to support transformation initiatives.⭒ Demonstrate a growth mindset and drove change by fostering partnerships and alignment across the organization.⭒ Manage end-to-end KM transformations and had deep experience in knowledge management, data-led services, and redefining business processes.⭒ Develop strong interpersonal skills and engaged in cross-functional and inter-disciplinary collaboration.

Hillsboro, Oregon, Us

Big Bottom Distilling is a beloved Pacific Northwest brand that has garnered industry recognition for the innovative use of barrel finishes of bourbons. Included in the accolades are recognition of our ryes, and single malt American whiskies, along with creating international award winning gins and brandies, among other spirits.Key responsibilities and achievements:⭒ Driving sustainable growth and profitability. ⭒ Managing technologies, connectivity, web presence, and all things digital. ⭒ Collaborating on business and product strategies, while also lending a hand with logistics and production.

Founding member. Heading up the information management responsibilities as we launch this brand acquisition holding company. Currently holding two distillery brands with more on the way, we are also diving deeper into upcoming relaunches for each of the companies we've acquired.Key responsibilities and achievements:⭒ Engaged in logistics, operations, marketing, sales, and business process management.⭒ Overseeing the strategic direction and growth of the company, ensuring effective integration of acquired brands, and driving innovation in the spirits industry.⭒ Developing and executing business strategies, resulting in increased market share and revenue growth.⭒ Building and managing key partnerships and relationships with suppliers, distributors, and industry influencers.⭒ Implementing robust information management systems to streamline operations and enhance data-driven decision-making.⭒ Driving continuous improvement initiatives to optimize processes, reduce costs, and increase overall efficiency.

Co-founder of a craft distillery company; responsibilities including all set-up and maintenance of Federal (TTB), State (OLCC), and local (Washington County, City of Hillsboro) government licensing and compliance.I managed all aspects of the product life cycle including concept and strategy, recipe and COLA formula design & testing. I also ran production logistics including distillation, all aspects of our barrel program, bottling, and packaging. Key Accomplishments:✯ I performed all marketing and sales promotions, event, and on-premise sales. Utilized strategic planning and sales promotions to grow and exceed future product vision✯ I led the business in all aspects of operations and strategy ✯ Active voting member of the Oregon Distillers Guild✯ I achieved a zero-debt status and positive revenue within 3 years of launch through brand design and build. Temporarily closed in May 2017.www.tvdistilling.com

Allen Park, Michigan, Us

✯ Global Knowledge Base Manager responsible for aligning strategies and teams to capture and codify knowledge, benefiting Advocates, Dealers, and Customers by facilitating timely access to relevant information.✯ Cultivate a knowledge sharing culture to enhance customer satisfaction and operational efficiencies, achieved through long-term planning, content development, and continuous improvement initiatives.✯ Drive utilization and performance metrics, overseeing Content Development and Delivery, Operational Excellence, and implementing best practices, both internally and externally.✯ Collaborate across departments to share industry norms, ensuring the success of the knowledge base tool through innovative design, content development, and skill-enhancing initiatives.✯ Lead the global strategy, implementation, and upkeep of an inclusive and accessible knowledge base, working with cross-functional teams to meet agent needs and maintain up-to-date and pertinent information.Provide long term planning, development, maintenance, and improvement of the knowledge base by driving and measuring utilization and performance. This includes Content Development and Delivery, Operational Excellence, Continuous Improvement to ensure consistent utilization across the enterprise, implementation and coordination of knowledge base best practices, and management of internal and external client expectations.Strong partner to clients in sharing industry norms and best practices across organizations, ensuring the overall success of the knowledge base tool with innovative design, development, implementation, and evaluation of all client-specific and internal content needs which encompasses new products, up training and coaching skills for supervisors.

San Francisco, Ca, Us

Lead the design, implementation, and creation of a consistent self-help experience for the customer through knowledge sharing. This includes driving continuous improvements in the KCS program for managing content comprising content development, maintenance strategies, and key performance indicators to manage program efficiency. Key Responsibilities:✯ Build, staff, and continually develop a KCS program team as a people manager to organize and improve the program's effectiveness and efficiencies while maintaining a robust KCS program roadmap✯ Direct work streams for realizing the outcomes represented in the roadmap and own creation and execution of these initiatives with regular updates to support leadership✯ Lead the identification of opportunities to enhance program and specialist effectiveness and efficiencies along with feedback loops that drives continuous improvement in program methods, tactics, and outcomes✯ Collaboratively lead identification and implementation of goals & objectives for each program role with associated OKRs and KPIs✯ Collaborate with support leadership to ensure that each KCS role is properly defined, resourced, and managed to meet the stated goals & objectives within budget and success metrics✯ Oversee development of onboarding and other training to enable each persona to succeed in their respective roles in addition to the development KCS dashboards and reports for success outcomes✯ Oversee development of system requirements for process automation and system/process integration ✯ Develop and execute a communication strategy for informing and motivating the KCS community✯ Build and deliver strategic directions to support leadership through data analysis and experience insights

Armonk, New York, Ny, Us

Own end-to-end documentation for the IBM Cloud Databases portfolio. Collaborate with the development organization to deliver new documentation and blogs in support of new features and databases that we ship to market. Working in Markdown using VSCode with Github and Github Enterprise, I delivered exceptional content to the IBM Cloud documentation site in support of new databases from existing OSS databases documentation like PSQL, blogs, and development staff. I took on the customer persona to ensure high quality content and content experiences to make my clients successful in their implementations of IBM Cloud Databases.

Armonk, New York, Ny, Us

I engineered an engaging client-focused content experience by defining and aligning content standards, types, creation processes, and tools for support and enterprise requirements. I expedited the life cycle management and feedback loops for content creation in the support cycle through close collaboration with organizations and business units across the IBM landscape. I monitored and fine-tuned content quality and drove continuous process improvement through the implementation of Acrolinx. I also led a transformative culture change through a matrixed organization of 25k support engineers. I drove deeper Knowledge-Centered Service ideals and adoption as a keystone to my content strategy by dotted-line managing 20 knowledge managers to implement key projects and programs. Key Accomplishments:✯ As Product Owner, I built the internal IBM content site, offering a centralized taxonomy of content types, standards, best practices, templates, and examples for use by content contributors of all types ✯ I designed and collaborated on the implementation of a unified Forums and unified Blogging experience support strategy resulting in deployments on IBM.com properties that contributed to increasing our customer NPS scores✯ I superintended a work stream squad of 20 contributors within cross-functional and cross collaborative IBM organizations: defined content types, standards, and best practices for all IBM Technical Content Creators

Armonk, New York, Ny, Us

I generated community growth through design and adaptation of an innovative business strategy boosting client self-service reach and providing proactive support through content promotion across multiple social media channels. I also wrote and promoted content for IoT Support to establish rapport as a customer advocate, social evangelist, and positive change agent. Key Accomplishments:✯ I grew social media engagement by triple digits on IBM IoT Support’s accounts, including blogs, Twitter, and YouTube social delivery channels.✯ I generated a broad scope of personal influence across IBM, acting as Subject Matter Expert (SME) for social business, community, and content issues and/or questions related to strategy or tactics across business units and multi-discipline organizations.

Armonk, New York, Ny, Us

I acted as Subject Matter Expert (SME) and Thought Leader for internal and external social computing for the organization. I promoted a support culture, focused on knowledge-sharing and reuse; I also championed the Knowledge-Centered Service (KCS) knowledge-sharing model.Key Accomplishments:✯ I created and maintained social media accounts for RationalSupport as the first enterprise-level social accounts in 2010, including Twitter, Facebook, Youtube, and blog accounts.✯ I personally grew the "Notes from RationalSupport" blog to the 2nd most-viewed on IBM DeveloperWorks, at 60 million+ views.✯ I spearheaded the Support Content Migration Project through the Telelogic acquisition. Ensured streamlined transition, migration, and smooth assistance and delivery of support-generated knowledge through the IBM.com support portal.

Us

I oversaw a 50+ Member Review Team and 150+ Content Contributor Team, including Subject Matter Expertise (SME) and strategic processes and planning. Created and filled the Knowledge Engineer position, building a 7-member Team. I contributed knowledge gap reporting and tool maintenance to the Knova Knowledge Management Suite.Key Accomplishments:✯ Product Support SME for Telelogic Change and Telelogic Synergy. ✯ Created and implemented a clear knowledge strategy then built a cross-product team to staff and manage the program.

Provided exceptional software support to a wide base of end users of the ExpensAble desktop application as well as financial application administrators for the web-based ExpensAble.com services. Also provided substantial content for the support knowledge base and assisted with technical documentation reviews and editing.

Us

Hired on into Continuus Software as a level one support engineer, then acquired by Telelogic and retained in the same position. I supported both the Continuus/CM and PT products, that over time became the Synergy and Change product lines. I worked with system administrators and developers to ensure successful implementation of code management methodologies and actively problem-solved when challenges were encountered.

I provided direct phone-based technical support assistance with website issues in a retail client facing environment. Managed delivery schedules, returns, website error correction, and warehouse logistics.

Anaheim, California, Us

Managed problem resolution and escalation for print management software on UNIX and AS/400 mainframe systems. Client communications with system administrators and developers to ensure large-scale print jobs functioned correctly and without error.