Knowledge Manager Resume Coral Gables, FL - Hire IT People

SUMMARY:

Six years of experience providing technical support for customers such as faculty, management, doctors, nurses, and university students in a high - traffic service desk environment
An unwavering commitment to customer service, with the ability to impart technical information in a manner that is easy to understand for both technically and non-technically-skilled customers.
Strategic relationship building skills -- listening attentively, solving problems creatively, and using tact and diplomacy to find common ground and achieve win-win outcomes.
Excellent presentation, organization, communication, and time-management skills.
Expert-level knowledge of several applications, platforms, practices, and procedures for end user technical support.
Leadership, planning, and support of the implementation and use of the Knowledge Base in the ServiceNow platform.

TECHNICAL SKILLS:

Systems: Windows XP/Win 7/ Win 10, Mac OS X, Apple IOS, Android, ServiceNow, BMC Remedy Force, Oracle

Software: MS Project, MS Visio, MS Office, MS O365, Adobe Captivate, Adobe Photoshop, Adobe Lightroom, SharePoint, McAfee, Active Directory, Computer Management

PROFESSIONAL EXPERIENCE:

Knowledge Manager

Confidential, Coral Gables, FL

Takes the lead in implementing and updating The Confidential IT Department Knowledge Management application within the ServiceNow platform
Advises Director of Information Technology and the IT Continual Service Improvement Manager on knowledge management and information systems
Oversees the management of information within the organizations Knowledge Base
Ensures that the information needs of the University are met in a timely, effective and efficient manner.
Leads, plans, and supports the implementation of the Knowledge Base. This involves working closely with IT Continual Service Improvement Manager and ServiceNow Senior Systems Administrator/Developer to agree on planning, priorities and work plans.
Provides resources and tools in terms of knowledge management and information to all service desk employees and It team managers
Provides a strategic view on the further development of knowledge management systems and practices in order to support the work and development of the University into the future.
Ensures that all systems supporting the Knowledge Base work in an integrated fashion and are appropriately supported and developed to guarantee high and continuing level of efficiency in the IT Department
Takes the lead in encouraging employees to share knowledge, ensuring they are aware of the knowledge management resources available to support their work, are appropriately trained and are using the systems efficiently and productively.
Created 100+ knowledge articles including training guides, tip sheets, FAQs

Desktop Support Technician

Confidential, Coral Gables, FL

Provides support for Windows XP, 7 and IOS Devices.
Asks probing questions to isolate the source of a customer issue and then apply
Works on various assignments simultaneously
Collects information about problems and leads user through diagnostic procedures to determine sources of error.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems.

Help Desk Analyst

Confidential, Miami, FL

Provided support for Windows XP, 7 and IOS Devices and Clinical applications
Asked probing questions to isolate the source of a customer issue
Worked on various assignments simultaneously
Collected information about problems and leads user through diagnostic procedures to determine sources of error.
Handled problem recognition, research, isolation, resolution and follow-up for routine user problems.

Claims Coordinator II

Confidential, Miami, FL

Validated patient benefits, limitations and exclusions in relation to the hospice plan of care and services billed
Validated f services rendered
Coded and Processed patient claims
Verified Insurance contacts and provisions
Assisted with physician contacts

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Knowledge Manager Resume

Coral Gables, FL

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