Ron Smithson Email & Phone Number

New York, New York, Us

Senior member of the Knowledge Management product team responsible for maximizing remote workforce productivity (over 80K users) and minimizing technical support inquiries. Prepare and deliver virtual and in-person training sessions. Oversee change initiatives with product vendor and internal customers inclusive of requirements development and testing. Organize and enable content delivery, ensuring high quality multi-lingual knowledge articles for skill levels in a consistent and consumable format. Perform content and usage analysis to support technology owner business process and service quality initiatives. Proficient in use of MS Teams, Jira, Service Manager, Right Answers, internally developed content management tools and MS Office products.

Managed team of 20 support personnel, overseeing customer problem resolution, assuring technical proficiency of technical support staff. Implemented Knowledge-Centered Service Model to retool Service Desk staffing and processes to drive efficiency and cost reduction. Developed and delivered monthly training.

Cambridge, Cambridgeshire, Gb

Provided first level technical support on-site and across numerous remote locations inclusive of Microsoft OS/Applications, Unix, AS400, SAP, Audix and numerous COTS and proprietary end user products. Delivered extensive internal training.

Provided second level support for technical questions, software installations and problem resolution for upwards of 5000 users. Performed on-site server and desktop installations at home office and remote field offices. Supported Y2K remediation initiative with provisioning for over 4500 new devices. Prepared training materials and hosted training sessions in person and virtually.