Jessica Schirmer Email and Phone Number

After graduating from BYU, I had the opportunity to continue working in the MTCs technology department. I moved up to a management roll taking care of the knowledge base content. The knowledge base, or wiki, is the primary resource for IT service desk analysts to turn to as they support staff members. The content of the wiki includes information almost a decade old. As knowledge manager, I was able to transform the way information was added and updated to the departmental wiki. Prior to this organization, content was difficult to navigate through and often outdated. Changing the way this system worked helped customer service representatives be more confident in their ability to solve issues when going on site. Supporting the customer support staff was the main task in this roll, but I also undertook several other roles including hiring new analysts, and organizing large computer refresh projects.