Lead and support efficient knowledge management and technical writing initiatives for the Office of Administration, Information Technology Management (ITM) of the Criminal Division (CRM) within the Department of Justice (DOJ). This includes streamlining knowledge management processes and creating knowledge products to effectively communicate complex technical information to non-technical audiences.- Managed the knowledge management processes and guidelines and responsible for creating 300+ knowledge products, including both internal job aids and external customer reference guides.- Developed various knowledge products, including hardware overviews, user guides, technology reference guides, surveys, fliers/posters, and SharePoint sites. - Served as the primary point of contact for documentation and knowledge products related to division-wide initiatives.- Developed and managed various document repositories for knowledge products using SharePoint, serving both internal and external purposes. - Developed and managed the Communication Request process for official ITM communication (CRMLinks), resulting in the creation of templates and workflows to streamline the process and make it efficient. - Managed the technical review process for documentation and knowledge products. This involved reviewing files for compliance with CRM ITM visual identity guidelines and making any necessary edits to ensure consistency and quality.- Created the Quality Assurance Manual to serve as a comprehensive guide for evaluating the engagement of ITM Service Desk technicians with customers when resolving incidents in Remedy.- Evaluated the performance of ITM Service Desk technicians (8-12) on a bi-weekly basis with a focus on technical assistance, customer engagement, and identifying any trends or areas of improvement.

Responsible for creating a knowledge and learning approach to maximize the value of AGA beyond advocacy and increase revenue. This included introducing virtual and face-to-face events, however the implementation was cut short due to an organizational shift in priorities based on a Supreme Court ruling related to gaming and sports betting. - Incorporated the existing AGA research into a comprehensive knowledge and learning strategy that aimed to highlight those reports along with white papers and partnerships with the goal of elevating the role of education in the gaming industry and revenue generation. - Expanded engagement with members and stakeholders in the gaming industry through various learning and knowledge sharing opportunities such as webinars, face-to-face learning events, and member outreach communications.- Led and managed a team consisting of a Marketing Manager, external consultants, and vendors in executing the knowledge and learning strategy for the organization.

Managed a Bill & Melinda Gates Foundation grant-funded program (Edge), bridging the digital divide and providing support to 2,100+ public libraries across North America. Developed tools and engagement opportunities to improve, expand, and measure the effectiveness of their public technology services with a focus on education, workforce development, and sustainable communities. Provided technical assistance through virtual and face-to-face engagements, Communities of Practice, and capacity building.- Developed new knowledge products (such as the first Edge user manual, webinars, and face-to-face trainings) to help public libraries improve their strategic planning, communication, and staff training.- Created and improved communication and knowledge products (such as e-newsletters, webinar announcements, customized reports, and marketing materials) based on program analysis and survey responses. This resulted in increased revenue and broader program adoption.- Directed new engagement strategies to improve support and communication with member libraries, including the identification and showcasing of libraries demonstrating best practices and areas for improvement based on outcomes. - Implemented a strategy to help libraries build relationships with local leaders and organizations, leading to improved community outcomes, strengthened partnerships, and enhanced the visibility of services and programs in the communities they serve.- Created a framework to follow-up with members and stakeholders, resulting in continuous program improvement.- Supervised the Project Coordinator’s tasks related to digital inclusion, including responding to queries sent to the Support Center, organizing learning events, and providing technical support.- Managed subscription and renewal process for member libraries, including the oversight of the Finance Manager’s handling of fee justification and invoicing.

Designed and delivered both face-to-face and virtual learning events aimed at capacity building for global stakeholders with the goal of ending extreme poverty. Events were a culmination of knowledge activities and products including workshops, e-learning, speaker panels, virtual and in-person Communities of Practice, new publications, and engagement strategies for stakeholders.- Managed the delivery of 10-15 multi-day international learning events per year for local government teams at locations including Rio de Janeiro, Paris, Dar es Salaam, Bangkok, Zagreb, Vienna, Budapest, Kinshasa, Kigali, Bujumbura, Washington DC, etc. - Collaborated with teams across the organization to create unique, innovative learning events such as the Global, Social, Urban, Rural, and Resilience Forum. This was the first World Bank simultaneous global learning event that occurred in multiple locations including Bangkok, Istanbul, and Washington, DC. It featured a combination of face-to-face and live virtual sessions, which allowed attendees at each location to connect in real-time to provide a rich and immersive learning experience. - Evaluated the effectiveness of outreach strategies for e-learning courses (seven courses delivered twice a year, 500-800 applicants per delivery) and face-to-face capacity building events. Analyzed collected data to assess the strengths and weaknesses of the strategies and provided recommendations to Task Team Leaders to improve engagement and enrollment.- Facilitated virtual Communities of Practice to connect team members, local government leaders, policy makers, technical experts, and external clients to share knowledge, discuss challenges, and collaborate on solutions to end extreme poverty.

- Organized and delivered 10-15 learning events for staff and external clients. These occurred in various locations including Singapore, Bujumbura (Burundi), Kinshasa (Democratic Republic of Congo), Kigali (Rwanda), Washington DC, etc. Liaised with clients and participants and also managed vendor negotiations and vendor relationships.- Introduced the “Greater Than Leadership” website used by staff and learning event participants. This served as an online Community of Practice bringing together project teams and participants from previous learning events and allowing for future follow-up on the progress of action plans.- Established a media library based on SharePoint for electronic projects including short videos, electronic publications, and recorded interviews.

- Mobilized and managed the use of Facebook as a low cost platform for NAPABA to increase outreach opportunities to members and prospective members, maximizing the level of engagement among staff and members.- Planned and edited the monthly electronic newsletter, press releases, and all outreach materials before distribution to members, reaching more than 40,000 recipients.- Facilitated a series of webinars using Adobe Connect, connecting members considered “early-career” professionals with more experienced professionals, facilitating opportunities for knowledge sharing and creating learning solutions.

- Guided international association members through the registration process and verified information from international travelers for The International Plastics Showcase (NPE 2009).