Teague James Email & Phone Number

Dumfries, Va, Us

Remote

In my role as a Sr. Technical Content Strategist at Insight Global on a contract for Home Depot, I worked closely with Technical SMEs and leadership to develop creative content for marketing internal training and technology capabilities. I conducted discovery meetings, developed roadmaps, and utilized technical writing skills to create engaging content.

United States (Remote)

As Director of Knowledge Management for SMG, an enterprise-level experience management (XM) provider, I successfully:- Drove the implementation of the Knowledge Centered Service (KCS) Knowledge Management framework within the Operations organization.- Created the strategic roadmap for the knowledge management process including workflow design, Help Center maintenance, document management, and business-critical knowledge retention.- Built and managed a strong team of Technical Writers, enhancing their competency to deliver high-quality knowledge articles.- Defined workflows and macros to analyze writer productivity KPIs, article quality, and skills needed, resulting in productivity gains of 40% and quality above 90%. - Implemented KCS resulting in a 75% reduction in training and support to resolution times and eliminated 100% of errors on a frequently executed and important process.

United States (Remote)

As a manager, I:- Trained legacy employees to become Technical Writers and hired Senior Technical Writers to build a world-class team of writers. - Defined and implemented the first-ever knowledge management workflows and oversaw the conversion of more than eighty hours of video into knowledge base articles and training resources to reduce the time it took to train newly hired support agents. - Rapidly promoted to Director of Knowledge Management.

Remote

Devised the content strategy for writing and editing online help, manuals, API documentation and Ttaining activities for dozens of SaaS products and utilized short Ssms to reduce training time by 80%. Defined the Product Knowledge Curator role, from hiring requirements to daily activities and KPIs enabling Trilogy to deploy and scale this role across multiple organizations reducing costs by 50%.

Chantilly, Va

Deployed and documented open-source components for the TEAMS application reducing costs by 30%. Led project management of K-12 application that reduced the time to evaluate teachers by 87.5%, while ensuring accuracy and clarity, hailed as “a paradigm shift in education.” Wrote, published, and maintained all documentation, manuals, and training materials and conducted all live training resulting in 95% customer satisfaction.

Herndon, Va

Managed a $150K budget and oversaw all aspects of IT operations and staff. Designed, deployed and maintained websites and supported marketing department campaigns and graphic design requirements. Oversaw Microsoft SQL database management and its integration with websites.

Arlington, Va

Provided technical support for 500 employees, locally and worldwide. Managed $100K IT budget as well as all hardware and software acquisition, deployment and maintenance. Supported other divisions located in the DC metro region including L-3’s local HQ staff. Provided technical advice to the senior staff on a wide range of IT subjects including security, server room design and office automation.