Kristi Davis Email & Phone Number

Daytona Beach, Florida, United States

Heathrow, Fl

Coordinate and drive knowledge creation and improvement efforts across the enterprise. Responsibilities include:• Define / Maintain standardized content creation processes - Define and Maintain Content Standards - Define Content Types - Structure: Templates• Simple fast content publishing environment - Publishing systems & workflows - Role-based Access: Publisher licensing model - Customer: Closed loop feedback process, customer submitted Articles• Content effectiveness, life-cycle, and maintenance - Knowledge health: coverage, volume, currency - Knowledge Gap and Content Usage Analysis - KCS Solve / Evolve Loop - Use knowledge to identify and highlight supportability issues - Translation strategy• Ensure content is easy to find and consume - Appropriate tagging of content to ensure correct behavior - Search: Synonyms, Featured content, SEO - Taxonomy - Product landing pages, content notification and subscriptions• Develop highly engaged knowledge community - Educate, identify Roles (Users, Authors, Publishers), communication cadence - Measurements & Recognition• Experience impacting KM results by providing performance improvement expertise and use of skills in instilling confidence• Ability to interact effectively with various levels of the organization on matters concerning KM processes and stakeholder satisfaction• Track record of participation in decision-making with stakeholders; balancing the needs of different constituencies to reach consensus• Strong communication skills, ability to exert influence inside & outside of the immediate team• General ability to collaborate with and develop a trusting partnership with all levels of the organization• Maintain sufficient level of technical competency to maintain credibility with peers in other organizations• Experience working with an enterprise-level knowledge management program in a Support Engineering organization

· Knowledge-Centered Service (KCS) Certified Knowledge/Content Management Engineer Leader· Effectively partner with various global product subject matter experts to contribute expertise toward content development, review, and publication· Develop and analyze reports to proactively create or edit content to decrease support calls and increase customer satisfaction· Create new initiatives in driving internal content creation, and closed-loop response process to capture and address customer feedback on all published knowledge· Monitor and manage SharePoint and Confluence collaboration sites· Platform experience; Adobe Experience Manager (AEM), Salesforce Knowledge, InQuira, and Oracle Knowledge· Track defects and enhancements via Jira Software· Led, contributed, and collaborated in projects to drive customers to the web for self-services solutions.· User Acceptance Testing (UAT) for external and internal web site content platform rollout and updates· Wrote user stories and test cases for UAT and performed testing for Customer Online / Web Case Portal· Share content management change updates to global customer success organization via team and management meetings (WebEx and On-Site)

• Provide technical support for Enterprise Vault and Netbackup (NBU) on both Windows and UNIX platforms, as well as database extensions and feature support.• Reproduce and research customer issues, take over escalated cases from 2nd level TSEs, open TSANet cases to engage third party vendors to expedite case resolution.• Effectively manage open case backlog to ensure diligent and responsive customer contact on open cases, thereby keeping time to resolution (TTR) low and Customer Service Ratings (CSR) high.

• Provide customer support/technical support for Backup Exec Windows Server (BEWS), Network Storage Executive (NSE), and ExecView.• Reproduce and research customer issues on escalated cases, reproduce issue if an issue is related to the OS, or third party application, network, and/or hardware storage solution to expedite case resolution.• Provide support for Severity 1 disaster recovery cases for all database cases.• Effectively manage open case backlog to ensure diligent and responsive customer contact on open cases, thereby keeping time to resolution (TTR) low and CSR high.• Author Technical documents (TechNotes) for the VERITAS Knowledge Base.