Experience

• 

  Commission for Complaints for Telecom-television Services

  • Baden, Ontario, Canada

  • Manager, Knowledge Management & Quality Assurance

    • Feb 2022 - Present
    • Baden, Ontario, Canada

• 

  eSentire

  • Waterloo, Ontario, Canada

  • Knowledge Manager

    • Nov 2018 - Feb 2022
    • Waterloo, Ontario, Canada

    Responsible for all aspects of knowledge management in the Service Delivery Organization including defining the strategy and success metrics, enhancing tools and business processes, and administering the tools and programs • Identify and lead initiatives to improve knowledge content including knowledge base article reviews, process mapping sessions, and content creation exercises with technical and training SMEs • Architected the knowledge base functions as part of the ServiceNow implementation project to better integrate knowledge into SOC workflows and prepare for Knowledge Centered Service (KCS) • Leading the KCS implementation project including defining the certification model, maintaining the content standard, and defining the reporting, training, and success metrics • Developed a technical solution to migrate current knowledge content stored in a legacy application to ServiceNow • Participate in Lean Six Sigma quality initiatives focused on improving the quality and efficiency of the SOC services

• 

  Economical Insurance

  • Waterloo, Ontario, Canada

  • Business Analyst

    • Oct 2017 - Jun 2018
    • Waterloo, Ontario, Canada

    Knowledge Management SMEWorking closely with the Business SMEs in the National Processing Centre, implemented a ServiceNow Knowledge Base solution to facilitate the support of a major property casualty insurance transformation project in the centre• Facilitated workshops to define scope, taxonomy, workflow, and standards for KM solution• Defined and documented process maps in Visio and associated narratives in Excel for authoring, maintaining, approving, and translating knowledge base articles• Created associated guides and job aids including the content standard and authoring guide • Authored, maintained, facilitated business approval and managed translation for the knowledge base articlesBusiness Analyst - Model Office Responsible for conducting a Model Office to test the processes, training materials, job aids, and technology solutions for a major property casualty insurance transformation project converting approximately one million personal auto and property policies to the Guidewire PolicyCenter platform• Facilitated meetings with Subject Matter Experts to define, document, and approve testing scenarios for the Model Office including call center, conversion, and application support scenarios • Prepared materials and conducted orientation sessions for Model Office participants and supporting executives• Responsible for the Model Office test execution including defining system requirements, preparing test data, facilitating test execution and capturing all observations, issues and feedback• Managed Model Office issue resolution process including recording all issues in JIRA, reporting on status, and conducting follow up meetings with stakeholders• • Assisted project managers by capturing and updating Agile project stories in JIRA, facilitating update meetings, and completing status reports

• 

  Symantec

  • Waterloo, Ontario, Canada

  • Online Content Specialist

    • Feb 2016 - Jun 2017
    • Waterloo, Ontario, Canada

    Responsible for identifying and migrating Blue Coat Systems self-service assets to the Symantec self-service portals• Created and managed Agile users stories in JIRA for development tasks necessary to accommodate Blue Coat self-service assets in Symantec systems• Partnered with Symantec knowledge managers to merge product taxonomies, search dictionaries, and knowledge process best practices• Developed a content export process using Salesforce Workbench and MS Access, executed acceptance tests, and completed UAT testing with HP ALM to successfully migrate over 7000 knowledge base articles and 500 product documentation resources from Salesforce Knowledge to Oracle Knowledge ManagerResponsible for identifying, analyzing, and implementing process, technology, and program opportunities to promote and improve the self-service success of global B2B customers and corporate partners • Partnered with the Online Support Program Director to analyze, create a business case, and plan a Salesforce Communities initiative to replace several legacy customer and partner portals with an integrated and modern solution• Created a Salesforce reporting dashboard system to quantify self-service effectiveness and automate quarterly business review reporting saving each support manager globally from 1 to 3 hours per quarter when preparing for reviews• Interviewed customers, partners, and support stakeholders to identify usability improvements to online support systems and knowledge management program• Developed and presented proof-of-concept Salesforce Communities in a Saleforce sandbox environment to demonstrate potential of an integrated self-service experience using Salesforce Communities• Administered Salesforce Knowledge knowledgebase including reviewing and publishing content, updating templates and validation rules, creating and managing reporting dashboards, and administering self-service portal

• 

  OpenText

  • Canada
  • Software Development
  • 700 & Above Employee

  • Program Manager, Knowledge-Centered Support

    • Jun 2013 - Feb 2016

    Responsible for the KCS program, business owner of the knowledge base platform, and people leader for a team of Knowledge Analysts responsible for the timely review and publishing of knowledgebase content• Architected, deployed, and managed a Knowledge Centered Support knowledge management program including developing businesses cases, maintaining leadership support, planning, training, reporting, process improvements, tool improvements, and overall program success factors resulting in a 500% improvement in knowledgebase article submissions and a reduction in average publish time from 45 days to less than one day• Managed a team of technical writers, transforming their responsibilities from purely editing and publishing knowledge articles to include coaching, training, and administering the KCS Program to ensure the program was scalable, viable, and successful• Led a global, cross-functional task force to improve the success of online self-service by focusing on tool, process, and awareness initiatives• Led a project to replace a legacy knowledgebase tool including documenting business requirements and success metrics, vendor/tool selection, defining user acceptance tests, creating and updating project plans, communicating regular status updates, and defining training requirements• Created a reporting dashboard in Actuate BIRT to allow support leaders to easily monitor and manage support and knowledge management activities and process adherement

  • Senior Knowledge Base Analyst

    • Oct 2012 - Jun 2013

    • Senior member of a team of Knowledge Analysts responsible for the timely review and publishing of hundreds of knowledge base article submissions per month along with content lifecycle tasks for the over 60 000 existing knowledge base articles• Identified process and standards improvements to streamline the publishing process and improve the quality and usablity of the knowledge base articles• Created and executed reports to help monitor and manage the knowledge base article publishing processes

• 

  BlackBerry

  • Waterloo, Ontario, Canada

  • Knowledge Architect

    • Sep 2008 - Oct 2012
    • Waterloo, Ontario, Canada

    • Managed and maintained the health and day to day operations of RIM’s BlackBerry Knowledge Base, a Knova KM 8.0 knowledge base implementation consisting of over 10,000 technical support articles, security advisories, internal procedure documents, and internal communications. • Defined and communicated content lifecycle policies and procedures to customer support representatives to ensure the knowledge base content was current and search results were optimized.• Performed regular content reviews and engaged technical Subject Matter Experts, Knowledge Domain Experts, and Content Specialists to verify the technical accuracy and applicability of the knowledge base articles.• Generated, analyzed, and presented reports to management on knowledge base usage and trends to support RIM’s Knowledge Centered Support (KCS) program and to identify opportunities for product improvements.• Supported the continuous improvement of the knowledge base by working with an internal development team to optimize the search engine, identifying and implementing more effective metadata, enhancing document templates, and identifying web site design improvements.

• 

  Novell

  • Premium Support Engineer

    • Feb 2005 - Sep 2008

    • Provided several large financial institutions and government agencies with advanced 24/7 technical support on Novell products, including NetWare, SuSE Linux, ZENworks, GroupWise, and Identity Manager.• Improved product quality and support by creating defect reports and Knowledge Base articles to capture issues and resolutions. • Maintained a high level of customer satisfaction by responding to support requests in a timely fashion, troubleshooting the problem through to resolution, and escalating to product specialists and developers as required. • Built customer relationships through the creation and presentation of quarterly service reviews, monthly newsletters, regular on-site customer visits, and weekly status calls.

• 

  Brian Brookshaw Consulting Inc.

  • IT Consultant

    • Oct 2000 - Feb 2005

    • Acted as an independent consultant for several large companies and government agencies in a variety of roles, including technical architect, business analyst, and third level support engineer. • Advised on and architected solutions for the outsourcing, transition, and continued support of a Canada-wide Novell NetWare file/print environment, including the identification of tools, staffing levels, and best practices.• Created detailed project plans for several upgrade projects within the Novell NetWare environment.

• 

  SHL Systemhouse/EDS

  • Ottawa, Canada Area

  • Senior Systems Engineer/Team Lead

    • Sep 1993 - Oct 2000
    • Ottawa, Canada Area

    • Supervised and mentored a team of engineers responsible for maintaining and supporting a large Canada-wide Novell NetWare and Microsoft Windows network, including performing work assignments, work load balancing, and quality assurance, and creating support documentation.• Assisted business analysts and project managers with processing contract renewals, creating new business proposals and project plans, and ensuring best practice compliance.• Liaisoned with customer and internal support groups to resolve support issues and implement engineering projects.

• 

  Ultramar

  • Toronto, Canada Area

  • Systems Engineer

    • May 1992 - Sep 1993
    • Toronto, Canada Area