Jason Kaufman is the President and Principal AI Strategy Advisor at Irrevo, where he pioneers innovative approaches in Generative AI consulting. With over 20 years of experience in content strategy and knowledge management, Jason is dedicated to integrating AI-driven solutions that enhance business operations and elevate customer experiences.Driven by a passion for continuous learning and sharing knowledge, Jason leverages his expertise in both technical writing and AI to transform traditional content strategies into dynamic, AI-powered frameworks. He is certified in Knowledge-Centered Service (KCS) and AI for Decision Making, reflecting his commitment to ethical and effective AI adoption in enterprise environments.At Irrevo, Jason guides organizations to unlock the full potential of AI, focusing on strategic growth, innovation, and competitive advantage. Through tailored AI consulting, training, and innovative tools like DoEasy.ai, he empowers businesses to streamline processes, reduce costs, and drive sustainable growth.Core Focus Areas:- AI Strategy and Integration - Knowledge Management and Content Optimization - Generative AI for Business Innovation - AI-driven Decision MakingPassion: Jason is passionate about learning new things and sharing what he learns, helping businesses and individuals understand and harness the transformative power of AI.

• Reported directly to the Vice President of Technical Operations building the framework for their Service Catalog and Portfolio in SharePoint 2010.• Migrated 2,500 knowledge base documents from Jive Software’s Clearspace Knowledge Base into the CA Service Desk Knowledge base solution leveraging IRREVO software to ensure quality, consistency, and efficiency.• Lead documentation effort for enterprise data center migration project (NAP7) documenting critical policies, procedures, and information helping to ensure a smooth transition of people, process, and technology between data centers.• Worked directly with Technical Subject Matter Experts to capture and document critical information for publication in the team knowledge base.• Wrote, edited, and published hundreds of new knowledge base technical documents for consumption by the DTSS teams including; System Engineers, Network Services, Data Center Services, Storage Services, and Service Operations.• Overhauled Change Management Process documentation and Visio flows to ensure alignment, uniformity, and accuracy.• Documented processes supporting the rollout of the Novell Identity Manager for Administrators, Managers, and users enterprise wide.• Documented the new VPN request process helping to enable a smooth user transition between VPN systems.• Designed and implemented the Knowledge Base Taxonomy, Document Templates, Style Guide, and Quality Assurance process.• Converted hundreds of documents from various sources into searchable knowledge base documents.• Developed Data Center portal in SharePoint 2007 and 2010 for use by various stakeholders to quickly locate critical documentation during and after the data center migration.

• Facilitated vendor selection process for an enterprise knowledge management solution (RightNow)• Configured and deployed knowledge management solution to thousands of service agents worldwide• Developed Knowledge Base Style Guide and Guiding Principles documents to ensure ongoing consistency• Managed contract resources in discovery and ongoing creation of high quality knowledge base articles• Spearheaded multiple “Content Summit” sessions guiding Subject Matter Experts in a collaborative process resulting in 50 knowledge base articles covering 75% of customer support queries• Trained dozens of knowledge base contributors on the knowledge management system and processes • Facilitated agent focus groups in discovery of knowledge system and content requirements• Supported multiple customer service initiatives with timely updates to knowledge base content• Implemented an impact assessment process to minimize redundancy in the content creation process

Sr. Analyst, Enterprise Content Management• Facilitated RFP and vendor selection process for Enterprise Content Management solution• Created business cases to secure funding and support for knowledge/content management initiatives• Managed business requirements pertaining to Enterprise Knowledge and Content Management• Drove tool and process enhancements in Knowledge Base article creation processes• Analyzed and reported on article process, usage, and improvement metrics to drive ongoing optimizationWeb Care Manager• Analyzed customer survey data to identify Customer Satisfaction (CSAT) improvement opportunities• Developed enterprise methodology and reporting on call deflection metrics• Formulated business cases and secured funding for online customer service enhancements• Developed report for tracking all customer contacts to redirect to lowest-cost channels• Assisted Customer Care Operations in developing internal and external processes and policies• Facilitated the process of scrubbing internal technical support articles for online support siteBusiness Process Analyst (Customer Experience Manager)• Organized strategies across functional groups to implement customer impacting business decisions• Developed and implemented strategies for process and tool automation and efficiencies• Researched, wrote, and published policies and procedures while consistently meeting tight deadlines• Analyzed data gathered from disparate sources to make informed business decisions and recommendationsCommunications Analyst• Reviewed, edited, developed, and published content to internal customer service Web site• Initiated and lead enterprise-wide style guide creation initiative and ongoing optimization committee• Developed forms to automate collection and processing of data from across the enterprise• Subject Matter Expert on metadata collection and analysis from disparate data sources

Sales Engineer, Europe• Led European operations initiative, reporting directly to executive staff and board of directors• Engineered and presented demos to executives at enterprise-level companies across Europe• Established and supported two European sales offices• Assisted in evaluating partnerships with major European call centers and government bodies• Assisted sales team in writing and editing effective sales proposalsSr. Knowledge Engineer• Developed, reviewed and edited hundreds of highly graphical knowledge articles• Created online trouble-shooting guides, getting started guides, and subject trees• Managed Web site content to ensure usability and customer understanding• Created status reports to show web-content in the various stages of production• Saved company an estimated $200,000 (annually) by creating, developing, and implementing a system that standardized the internal content review and quality-assurance processes• Created a workflow management tool which increased content creation productivity by 40-percent• Shortened content discovery time by creating and deploying a tool which facilitated the communication of Web site improvement ideas• Saved company over $40K (annually) by automating tasks in the web-content creation processCall Center Manager• Managed team of 18 support agents in supporting diverse applications for multiple clients• Used Pareto analysis to identify areas for Web site improvements• Facilitated cross-departmental workgroups in streamlining the new Web site implementation processSr. Technical Analyst• Resolved customer issues regarding billing and technical use of Web-based software applications• Founded newsletter and led a committee of 12 in publishing over 30 issues• Trained call center and content development teams on processes and applications• Trained clients and staff on SafeHarbor Web applications

I worked closely with customers to understand their technical issues and underlying concerns and implemented unique and innovative solutions to ensure their satisfaction and long-term loyalty. I continuously maintained team-leading Quality scores.Although my primary role was a Customer Service Representative, I took the initiative to found the "Wireless Waves" newsletter that reached a company-wide distribution which included the Executive team and Board of Directors. As the Editor in Chief, I managed a team of 12 Contributing Writers, two Copy Editors, and a Graphic Designer.