Jason O'Donnell

Jason O'Donnell Email and Phone Number

Transforming Enterprise Customer Success at Scale | Strategic Knowledge Management | Problem Solver | Change Agent | Quixotic Thinker @ Lam Research
Jason O'Donnell's Location
Hillsboro, Oregon, United States, United States
Jason O'Donnell's Contact Details
About Jason O'Donnell

𝗣𝗔𝗦𝗦𝗜𝗢𝗡𝗔𝗧𝗘, intrinsically driven, human focused leader known for approachable authenticity and commitment to achieving business results from strategic initiatives to tactical implementations as senior program manager, business owner, and subject matter expert. CAREER HIGHLIGHTS: ❇️ Began career as Enterprise Support Engineer, grew into a 𝗖𝗼𝗻𝘁𝗲𝗻𝘁 𝗣𝗿𝗼𝗴𝗿𝗮𝗺 𝗢𝘄𝗻𝗲𝗿 executing strategies for customer success through knowledge sharing and self-service.❇️ Built a business case that identified a potential time savings equating to $𝟭𝟲𝗠 𝗮𝗻𝗻𝘂𝗮𝗹𝗹𝘆 using content quality improvement tooling.❇️ Led a transformative culture change of Knowledge-Centered Service ideals and adoption as a keystone to my content strategy by matrix managing 20 knowledge managers to implement key projects and programs across a population of 𝟮𝟱𝗞 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗲𝗻𝗴𝗶𝗻𝗲𝗲𝗿𝘀.❇️ Superintended cross-functional work stream squad resulting in reducing content types 𝗳𝗿𝗼𝗺 𝟭𝟰𝟬 𝘁𝗼 𝟲𝟬, defining comprehensive content standards, implementing content governance tooling, and best practices for all IBM Technical Content Creators.❇️ Designed and implemented unified Forums and Blogging support strategies informed by big data metrics, increasing customer 𝗡𝗣𝗦 𝘀𝗰𝗼𝗿𝗲𝘀 𝗯𝘆 𝟮𝟱%❇️ Grew "Notes from RationalSupport" blog engagement to one of the top 2 blogs on IBM DeveloperWorks, with 𝗼𝘃𝗲𝗿 𝟲𝟬𝗠 𝘃𝗶𝗲𝘄𝘀.❇️ As Content Creator, grew social media customer engagement by 𝘆𝗲𝗮𝗿-𝗼𝘃𝗲𝗿-𝘆𝗲𝗮𝗿 𝘁𝗿𝗶𝗽𝗹𝗲 𝗱𝗶𝗴𝗶𝘁𝘀 on IBMIoT and IBMRational Support’s accounts, including multiple blogs, Twitter, and YouTube, resulting in broad scope of both brand trust and personal influence across IBM.❇️ Recognized as a Subject Matter Expert (SME) and 𝗜𝗕𝗠 𝗠𝗲𝗻𝘁𝗼𝗿 for social business, community, and content issues as well as customer success strategy and tactics across business units and multi-discipline organizations.And lastly, leveraging my passion and involvement in the world of whiskies, I built a local craft distillery business that became self-sustaining with a loyal fanbase. When we finally closed, we did so with a zero-debt balance. While closing felt like a failure at the time, being able to do so without debt was an enormous win and accomplishment. Cheers! 🥃 🥃

Jason O'Donnell's Current Company Details
Lam Research

Lam Research

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Transforming Enterprise Customer Success at Scale | Strategic Knowledge Management | Problem Solver | Change Agent | Quixotic Thinker
Jason O'Donnell Work Experience Details
  • Lam Research
    Senior Manager Digital Transformation, Knowledge Management
    Lam Research Dec 2023 - Present
    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.
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  • Big Bottom Distilling, Llc.
    Cio, Owner
    Big Bottom Distilling, Llc. Oct 2023 - Present
    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.
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  • 8130 Spirits Holdings, Llc.
    Cio, Founder
    8130 Spirits Holdings, Llc. Sep 2023 - Present
    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.
  • Tualatin Valley Distilling, Llc
    Distiller, Owner
    Tualatin Valley Distilling, Llc Dec 2012 - Present
    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
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  • Percepta
    Global Knowledge Base Manager
    Percepta Jun 2023 - Nov 2023
    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.
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  • Autodesk
    Program Manager, Knowledge-Centered Services (Kcs)
    Autodesk May 2021 - Mar 2023
    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
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  • Ibm
    Information Developer
    Ibm Jun 2020 - May 2021
    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.
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  • Ibm
    Senior Program Manager, Enterprise Support Content Strategy
    Ibm Feb 2018 - Jun 2020
    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
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  • Ibm
    Ibm Watson Internet Of Things Support Social Business Program Manager
    Ibm Mar 2015 - Feb 2018
    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.
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  • Ibm
    Rational Client Support Social Business Program Manager
    Ibm Jul 2008 - Mar 2015
    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.
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  • Telelogic, An Ibm Company
    Knowledge Management Team Lead And Technical Support Engineer 2
    Telelogic, An Ibm Company Nov 2004 - Jul 2008
    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.
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  • Onemind Connect, Inc.
    Senior Product Support Specialist
    Onemind Connect, Inc. Feb 2003 - Nov 2004
    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.
  • Telelogic
    Level 1 Continuus Technical Support Engineer
    Telelogic May 2000 - Nov 2002
    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.
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  • Homegrocer.Com
    Customer Support Specialist
    Homegrocer.Com Dec 1999 - May 2000
    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.
  • Tone Software
    Technical Support Specialist
    Tone Software 1998 - 1999
    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.
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Jason O'Donnell Skills

Technical Writing Content Management Integration Technical Support Social Media Marketing Project Management Knowledge Management Social Media Cloud Computing Software Project Management Requirements Analysis Blogging Technical Documentation System Deployment Knowledge Sharing Unix Software Documentation Saas Solution Architecture Problem Solving Editing Social Computing Configuration Management English Grammar Release Management Social Networking Lotus Connections Troubleshooting Agile Project Management Pre Sales Sdlc Writing Microblogging Online Identity Corporate Blogging Business Communications Alternative Media Customer Focus Strategy Leadership Social Media Communications Social Media Blogging Customer Support Technical Communication Content Strategy Content Development Enterprise Content Management Knowledge Organization Design Thinking Community Management

Jason O'Donnell Education Details

  • Chapman University
    Chapman University
    Poetry Emphasis

Frequently Asked Questions about Jason O'Donnell

What company does Jason O'Donnell work for?

Jason O'Donnell works for Lam Research

What is Jason O'Donnell's role at the current company?

Jason O'Donnell's current role is Transforming Enterprise Customer Success at Scale | Strategic Knowledge Management | Problem Solver | Change Agent | Quixotic Thinker.

What is Jason O'Donnell's email address?

Jason O'Donnell's email address is ja****@****esk.com

What is Jason O'Donnell's direct phone number?

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What schools did Jason O'Donnell attend?

Jason O'Donnell attended Chapman University.

What skills is Jason O'Donnell known for?

Jason O'Donnell has skills like Technical Writing, Content Management, Integration, Technical Support, Social Media Marketing, Project Management, Knowledge Management, Social Media, Cloud Computing, Software Project Management, Requirements Analysis, Blogging.

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