From the time I began my career in systems administration, I have been passionate about having complete, accurate, play-tested documentation for every process and solution I implemented. As processes, hardware, and software changed, so did my documentation. My method of writing and maintaining knowledge resulted in consistent, error-free hardware and software deployments as a Systems Administrator. As Director of IT, I ensured that on-site hardware and databases had change management documentation. Websites that I deployed and maintained had configuration, backup operations, and disaster recovery steps fully documented and published where relevant stakeholders could access it. I ensured that every backend and frontend system and its dependencies were fully documented which reduced disaster recovery times to less than thirty minutes.As a Product Manager, I discovered my true passion for gathering and sharing knowledge with different audiences who have different needs. My ability to break down complex development efforts and explain them to any audience enabled me to work with clients to gather requirements, present deliverables, and provide training materials. My technical background made it easy for me to lead the developers and testers and solve the challenges they faced. Knowledge management was my true calling.As a Product Knowledge Curator, I honed my skills in technical writing by delivering an average of 4.1 million words of documentation per year on dozens of SaaS apps. I trained and became an expert in Knowledge Centered Service (KCS). Worked within a SaaS Ops team to document the transition of a complex community website and had the opportunity to work with AWS microservices, Elasticsearch, Hadoop, SQL Server, Linux, GitHub, Docker, Zendesk Guide, Confluence, and more. I wrote playbooks for deployment, maintenance, data migration, and troubleshooting as well as the handbook for hiring and managing a team of technical writers.At SMG I put the best practices I’d learned and developed into play and created their first centralized Help Center for employees and clients. I implemented KCS processes that enabled teams to request documentation and updates within their regular workflow. I collaborated with multiple teams to address their unique needs and develop solutions. Where collective knowledge was needed across multiple teams, I extended the KCS capture cycle to enable collection and publishing of this vital knowledge. Those efforts reduced training time by 75% and increased client satisfaction as issues were resolved with greater speed.