Project and Domain Point of Contact, leveraging content processes and procedures for internal and external partners for new and current initiatives such as application, platform, tool and technology upgrades. Also participate in introducing the KCS Methodology and best practices to adopting teams. Also, facilitate the KDE Touch-bases and co-facilitate the KDE Council Meetings.

Promoted to a position responsible for developing and revising content to meet the needs of current and future stakeholders, internal and external customers, and to ensure appropriate documentation exists for all customer needs within a healthcare environment utilizing ITIL standards.- Communicating with various stakeholders to gather information to create and localize knowledge management content to ensure it is available, accurate, and up to date, in the correct locations- Develops and maintain comprehensive procedures and supporting documentation to manage applications- SPOC and co-manage knowledge bases for creating and distributing content used by external teams globally across functions -Successfully transitioned routine information and policies and procedures from the external knowledge base into the internal knowledge management portal to ensure external and company information needs are met and made available- Create and update internal process, procedure or product documentation, maintain documentation standards, styles and guidelines, as well as assist with documentation process for multiple audiences, including field members and external customers- Perform User Acceptance Testing for new releases, upgrades and patches for Ascension Service Now Knowledge Module- Manage multiple projects simultaneously, ensuring all knowledge documentation, communication and other needs are met by set aggressive deadlines- Develops reports as required to support IT operations, write and/or modify knowledge content as required, to support all knowledge initiatives, their creation, implementation, maintenance or improvement- Provide knowledge management training to internal and external stakeholders and resolver's

Promoted to position to provide technical expertise in one or more information technology disciplines to support the organization's technical infrastructure via knowledge content.- Applies basic understanding of the principles of information technology with working knowledge in one or two technology environments- Chooses from established procedures to address customer problems- Directs customers to the correct resources when necessary for problem resolution- Writes fundamental documentation in a clear, concise manner and according to standards- Shares knowledge effectively within the work team- Forms productive relationships with internal customers by listening, clarifying, and responding effectively- Addresses new problems by applying knowledge of past identical or similar problems and following well-defined patterns- Perform basic User Acceptance Testing for new releases, upgrades and patches for the Service Now Knowledge Module- Provide knowledge training for new service desk employees

Inbound call center provides prompt and professional IT support services to local and remote customers by troubleshooting, analyzing and diagnosing IT incidents and requests and engaging appropriate technical resources for additional assistance and resolution.- Involvement in task force, committee, and subject matter expert teams- Assist customers with various application password resets and unlocks- Regularly make contributes to update the internal knowledge base

Inbound call center provides professional IT support services to contract customers by troubleshooting, analyzing and diagnosing IT incidents and requests and engaging appropriate technical resources for additional assistance and resolution.- Processing of emails and responding vastly to high priority issues- Copy, scan and log supporting documentation into system internal knowledge base for application troubleshooting- Provide high level of support while multi-tasking and making outbound and follow- up calls for projects:Clients include: Route One, Dana, LVNA, Subway, NCAA, Daimler Chrysler, AJ Gallagher, TTX, Swagelok, and Sears.