• Design a knowledge management environment using SharePoint and Confluence as the core of the toolset for our Maricopa County client.• Build MS Office-based templates and processes for creation and review of SOPs, runbooks, guides, and other common documentation.• Create, review, and normalize the initial wave of standards and SOPs. • Attend and lead regular Scrums.• Lead tiger team in waves of discussion about documentation policy, processes, and culture maintenance.

• Curate Wiki for engineers, architects, and implementation staff. • Write new material, edit existing material, sunset material that lacks current relevance based on review with SMEs. • Learn product via reading company material and SME interview.• Read and review marketing material for product manager for grammar, spelling, clarity, and content.• Attend and lead regular Scrums.• Run IT projects in an Agile development cycle, track issues in Jira, Confluence, and Aha software. • Keep project on schedule, maintain stakeholder engagement, and drive activities to completion.• Led completion of network endpoint cleanup project to improve network security and minimize resource waste.• Complete sunset of minimally used platform to save hundreds of dollars each month over years.

• Review and redesign user guide based on KMES system using MadCap Flare and GIT repository. A product designed to encrypt/decrypt network transmissions.• Read and review issues in Jira/Confluence that engineers complete during an Agile sprint. Translate those into patch notes for end users.• Research new knowledge management systems, make recommendations for improvements to Knowledge process.

• Create a knowledge management structure for the Azure Cloud JEDI integration for Army Future client using GIT repositories.• Capture architect/engineer knowledge via reading existing information and interviewing SMEs to hand off to end user.• Attend and lead regular Scrums.• Track tasks in Jira and Confluence.

• Work on a team of cybersecurity specialists to read, review, and refresh policies and procedure for JCSE clients to improve overall cybersecurity posture. After completion the readiness score improved significantly.• Use MS Office and SharePoint to create and disperse new documentation.• Draw network traffic flows using MS Visio.

• Build a knowledge management system for a new and growing DoD enclave using SharePoint, MS Office, and other tools.• Create network maps using MS Visio.• Lead and influence process creation, help materials, and training materials.

• Care and maintenance of service desk troubleshooting documentation (how-to’s, user guides, etc.) for broad IT support program for the state of Virginia.• Annual review and edit of policy and procedure documents for all work groups across the program (servers, DevOps, cybersecurity, help desk, etc.).• Lead meetings and teams. Provide training to new technical writers.• Assign writing and research tasks and meet deadlines.• Write root cause analysis reports for our client. Reports generated by reviewing issue logs, interviewing SMEs to explain outages or breaks in service.• Lead project to implement new SPOC platform known as VFire. The platform tracks issues, maintains the CMDB, contains integrated knowledge management, and provides ticketing solutions for customer service agents.

• Troubleshoot customer issues via remote desktop, chat, email, or telephone interaction.• Manage customer satisfaction and escalate issues that I did not have permission to control.• Attain understanding of technologies in use on program including MS products, VPNs, and proprietary state agency technology.• Monitor outages to prepare for customer needs.