• Accountable for all the tasks related to the KM processes.• Conduct interviews to hire knowledge management analyst.• Mentor new members that joined the knowledge management team.• Conduct training sessions on the use of Knowledge management tools and best practices.• Ensure timely submission/delivery of knowledge articles to the Knowledge management system.• Develop templates for users to complete when submitting new knowledge to the database.• Suggest and implement enhancements to knowledge base for easy tracking and maintain of knowledge articles by associating respective article owner/reviewer and article validity.• Coordinate with respective application owners/SME’s/knowledge owners and the internal leads for creation/modification of articles and deleting the obsolete information. • Coordinate with the Support Teams and SMEs to gather and implement technical solutions that could improve the First Call resolution for the desk. • Conduct article reviews with respective article owners/application owners/SMEs to ensure the knowledge articles are UpToDate and current as part of the document review process.• Identify measure and document knowledge utilization metrics by generating the KB usage, and accuracy reports and provide feedback for improvement. • Working on SharePoint platform for managing the documents and assigning tasks for periodic review. • Transition of the Knowledge Base from one tool to the other during critical migration phases.

• Accountable for all the tasks related to the Knowledge Management processes.• Collect, review, deploy and publish knowledge articles to the relevant knowledge libraries/ repositories.• Coordinate with application owners and the internal leads for creation, modification of articles and deleting the obsolete information.• Coordinate with the Support Teams and SME’s to gather and implement technical solutions to improve the First Call Resolution for the desk.• Identify measure and document knowledge utilization metrics by generating the KB usage, and accuracy reports and provide feedback for improvement.• Working on SharePoint platform for managing the documents and assigning tasks for periodic review of Knowledge Base

• Resolved technical issues efficiently while maintaining positive rapport with the customer. • Researched troubleshooting steps of various dispatch issues, hence, reducing the Dispatch % and improving the FCR status. • Displayed strong interpersonal skills to meet the customer needs and provide customer satisfaction.

• Identify the license type and redirect the customers with the appropriate technical support options. • Identify the consumer and commercial customers and accurately route the technical cases to the next level of support teams. • Handle escalations and resolve as per the SLA. • Train and Mentor new agents on the floor.