I have over nine years of experience in the financial/banking industry. The last five years I have spent in IT Support leadership leading various teams for End User support. During this time I discovered opportunities to improve the quality, speed and consistency of technical support so I embarked on journey to create a clear and reliable reservoir for technical documents. The knowledge base I designed was so successful that I was given a team to assist me with writing and editing. I established relationships with teams, SMEs and leaders throughout the enterprise and collaborated on their products to improve support by updating existing documents and create new ones. I analyzed trends in data to find opportunities for improvement, organized action plans and saw them to completion. Due to the success of my knowledge bases, I was made the product owner for the Knowledge module in ServiceNow for Truist. I wrote policy and procedures, processed enhancement requests and even designed knowledge bases for other teams and trained them on how to use it. I was also very proud of the Self-Help Knowledge Base I created that proved great success in decreasing traffic to the service desk as well as assisting various teams with their mass communication efforts such as onboarding, change management and incident management. I am an effective communicator with a positive outlook and outgoing personality. I enjoy working with many types of people and bringing groups together for a common goal. Creating and keeping connections is something that comes easy to me because I genuinely seek to understand, am not afraid to ask questions and I emphasize a team mentality. I am analytical as well and look for opportunities to make a process or product better. I find fulfillment in careers that allow me to engage with people and help them in someway. I want to grow, learn and be creative.