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.
• 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

· 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.

• 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.