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Knowledge Management Analyst Resume

Springfield, MA


Microsoft: Windows 95 through 7, MS Office, LiveMeeting, SharePoint, SharePoint Designer

Adobe: Acrobat Connect, Acrobat Pro, FrameMaker, PageMaker, Photoshop, Presenter, and RoboHelp

Apple: Mac OS 9 and X

Other: WebEx, SnagIt, Mindjet MindManager


Confidential, SPRINGFIELD, MA

Knowledge Management Analyst


  • Developed Knowledge and Content Management ecosystem and enterprise strategy.
  • Stood up Content Management Community of Expertise, and worked with training to create a Content Management web - based training module
  • Created Content Development lifecycle for all SharePoint sites
  • Served as Content Manager for IT Knowledge Portal and Project Repository site, and was the initial lead for the Content Governance Council
  • Developed new taxonomy for role-based access on Knowledge Portal and Project Repository SharePoint sites

Technical Writer



  • Created, published, and distributed procedural and conceptual documentation for the New Business Operations teams, and provide any supporting communications/announcements.
  • Served as the inaugural chairperson for the USIG Documentation Advisory Committee
  • Served as the Business Lead for New Business Operations on Forms Simplification and Desktop Upgrade enterprise projects
  • Managed more than 1,000 items on our Web-based Intranet site (Quest)
  • Created monthly team Metrics in Excel
  • Produced weekly What's New communications for New Business Operations Quest items


Sr. Marketing Coordinator


  • Wrote and designed the collateral for marketing kits
  • Developed and provided the voice overs for multi-media presentations
  • Crafted and sent all electronic communications

Sr. Documentation Specialist



  • Created and distributed procedural and conceptual documentation and Individual divisions, and provided any supporting communications/announcements via e-mail.
  • Intranet Web site content editor for the Annuities Operations and Management Development Program pages
  • Supervised and mentored the Training & Documentation group’s Co-op and intern students
  • Produced Enterprise Training & Documentation Unit Cost, Vision Expense, and Resource Mapping reports
  • Member of Charitable Champions Committee and the Communications Council

Confidential, DANIELSON, CT

Inside Sales Manager/Trainer


  • Supervised call center of 15 account executives and customer service representatives fielding 800 calls per day
  • Provided training for new hires
  • Developed a new continuing education program for existing in-house and field employees that increased closing percentage by 30% (inbound) and 300% (outbound)

Confidential, WOONSOCKET, RI

Account Executive/Documentation Specialist


  • Handled customer project updates as a liaison between sales, design and engineering
  • Responsible for documentation projects from project proposals to User's Manuals for print and online products

Confidential, OLD SAYBROOK, CT

Outbound Sales Representative


  • Performed online tours via Live Meeting and sold subscriptions for four websites
  • Provided sales department training for ACT Database

Confidential, WAUREGAN, CT

Account Manager


  • Provided Sales Assistant and Customer Service duties for more than 50 clients with s ales of approximately $4 million

Confidential, MARLBOROUGH, MA

Technical Writer


  • Edited engineering specifications and marketing collateral
  • Developed courseware and training programs for customer and sales training
  • Wrote and edited topics for online help and manuals

Inside Sales Representative



  • Averaged 60 sales per month generating more than $1.3 million in revenue
  • On average, performed at a level of 112% beyond monthly goal
  • Top Performer for Jan. 2000 at 150% of goal

Pre-sales Coordinator/Telemarketing Specialist



  • Handled all incoming calls from prospects and clients regarding products
  • Led department in production while exceeding goal by 40% on average
  • Via MBO theory, assisted management with new direction of outbound call center by developing quotas and lead criteria

Confidential, WESTBOROUGH, MA

Sales/Marketing Specialist


  • Responsible for marketing campaigns and seminars leading to Business Builders designation for registered rep.
  • Trained and supervised Computer Operator and five telemarketers
  • Landed more than 20 appointments per week for registered representative

Confidential, MARLBORO, MA

Sales Representative/Recruiter


  • Created and implemented new sales presentation, contract and meeting materials

Confidential, SHELTON, CT

Sales Consultant


  • Executed seminar system that increased agency production by six figures monthly
  • Hired, trained, and supervised 7 telemarketers

Confidential, MILFORD, CT

Marketing/Recruiting Coordinator


  • Designed materials, coordinated resources, and managed campaigns for sales, new business, and internal marketing
  • Implemented recruiting system for sales that decreased sales team turnover by 28% and saved company $150,000
  • Provided new employee training for more than 100 sales representatives in two years

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