William Riddle, Ckm Email & Phone Number

New Zealand

Auckland, New Zealand

I joined the company amid challenging COVID lockdown phase to develop and implement KM architecture processes and standards company-wide, subsequently supporting Information Architecture (IA) and marketing tech teams.✪ Currently serve as one of only 16 Certified Knowledge Managers (CKM) in the whole of New Zealand.✪ Coordinate cross-functionally on remotely-based Agile project teams, serving as KM leader with DevOps, UX/UI, software engineering, and content writing colleagues to improve backend systems and public websites/social media.✪ Design IA maps, define tagging standards, and lead migration projects to improve quality, reliability, and efficiency for 500 company staff and customer base constituting 60% of New Zealand market.✪ Conduct thorough business and systems analyses/audits, identifying gaps, presenting business cases, and securing buy-in for both internal and external-facing projects from cross-departmental company leadership and technical staff.

Plano, Texas

I joined to design and build first-ever KM program from ground up, leveraging opportunity within existing Salesforce platform to establish a comprehensive knowledge base for 400 company-wide staff.✪ Defined overall KM strategy for Technical Support organization, including developing clear policies, procedures, and success milestones to ensure the effective implementation and utilization of newly deployed knowledge resources.✪ Engaged with cross-functional teams such as Professional Service, Sales Engineers, and Product Development to facilitate broader knowledge sharing, ultimately enhancing efficiency and effectiveness in serving customers.

Irving, Tx

I was hired to newly created position to design, strategize, and implement a comprehensive ITIL-aligned KM program, addressing previously fragmented system scattered across different unconnected terminals.✪ Designed and implemented new KM strategy for 64 Support and Business groups that consisted of ServiceNow knowledge base ticket integration, communication, and procedure implementations.✪ Managed cross-functional team of 14 employees across five teams to author, edit, and maintain content and communications for both Wireline and sister company Verizon Wireless to avoid any backend disruptions.✪ Took ownership of ServiceNow implementation, becoming SME and product manager for all technical and process issues related to knowledge base implementation and utilization.

Austin, Texas Area

I performed a knowledge audit which led to the creation of unified templates for global standards, processes, workflows, and maintenance worldwide, resulting in major efficiency boost in the first year for all personnel.✪ Incorporated each teams’ (plants, sales, engineering) needs and consolidated redundant fields, training them on dictionary management, knowledge base standards, and procedural content in 17 languages.✪ Served as associate product manager for Oracle Knowledge (InQuira), leading technical and process acceptance after self-learning Java development to build and deploy changes to platform via Agile environment. ✪ Acted as backup Scrum Master when scrum master was unavailable or out of office.

Dallas/Fort Worth Area

I created custom code to resolve customer issues for 10 identity protection products across three lines in cloud-based Managed Services Operations and locally installed applications for government, security, and financial verticals.✪ These encompassed identity card security tokens, biometric security, and certificate management for public key infrastructure (PKI).✪ Excelled in role, advancing to HSM (Hardware Security Module) specialist within two months of hire and added to expert emergency call rotation within five months.

✪ Championed and built case for KM at McAffee, becoming company's first knowledge engineer and managed important projects such as migrating old knowledge base to new InQuira across entire Global Services group.