MICHELE M MELICHAR

*** * ****** **

Colorado Springs, CO

816-***-**** (cell)

acgqb9@r.postjobfree.com

Summary

** ***** ********** *** ************ a knowledge base in a corporate environment. Recommended a Knowledge Base application based on corporate need, technical requirements, budget constraints, and project scope. Developed and implemented an internal technical support portal to include knowledge articles on technical support issues, corporate policies, software certification, software end-user help, new employee

training, workflow processes and Subject Matter Expert contact information. Background in technical writing, adult learning and adult instructional design theory, including Train the Trainer classes. 9 years experience creating custom training presentations and materials. 12 years experience customizing end user software manuals.

? Knowledge Management

? Content management

? Technical writing

? Knowledge base development

? CRM training

? Software Acquisition/Implementation

? Problem Resolution

? Coaching and mentoring

? Adult Instructional Design

? Public Speaking

? End-user Manual Design

? Requirements gathering

? Taxonomy and metadata development

EXPERIENCE

Knowledge Management Engineer

Metso Corporation, Colorado Springs, CO

February 2008 - June 2014

+ Create content for an internal KM intranet site

+ Administer and maintain a Digital Asset Library, including all content and user accounts

+ Create and facilitate end user instruction manuals and training

+ Work with internal workgroups to gather requirements for custom collaboration areas,

Communities of Practice, discussion forums, and business process applications

+ Advocate KM and change management to employees and act as KM advisor

+ Evaluate, recommend, and implement a variety of software applications to enhance KM activities

Knowledge Base Administrator

Lockheed Martin, Arlington, VA.

March 2005 - January 2008

+ install and configure a knowledge base application including development of metadata, taxonomy, and content category structures

+ determine audience structures, including access and security levels

+ liaise with internal and external user communities to establish and meet knowledge goals

+ convert existing knowledge articles from document repository, S:drive, and hard copy to new system

+ establish Style Standards, article templates and workflow

+ train Subject Matter Experts on use of system

+ create and manage internal and external user accounts, including usernames, passwords and email

+ monitor KB content for required update or expiration of articles

Office Manager

H&R Block, District 1, Kansas City, MO.

November 2003 - April 2004

Knowledge Base Administrator

Aquila, Inc., Kansas City, MO

March 2002 ? September 2002

+ Led a project to identify and implement a technical support knowledgebase for the internal SupportServices department.

+ Development and implementation of a knowledge portal and knowledge base

+ Establish style standards for all authoring and publishing

Department Trainer/Knowledge Base Editor and Administrator/Assistant Supervisor/Technician II

H & R Block, Kansas City, MO

January 1999 ? February, 2002

+ Author new Knowledge for ServiceWare Knowledgebase

+ Edit Authored Knowledge Objects for content, grammar and adherence to established style

standards

+ Collaborate on current style standards with taxcut.com development team and hrblock.com development team? Publish knowledge to Find An Answer page at taxcut.com and hrblock.com

+ Attend organizational meetings with ServiceWare representatives, TaxCut website developers and HRBlock.com developers to determine scope and content of website content.

+ Train new Service Center authors on knowledge construction

EDUCATION

Master of Arts, English Literature, Central Missouri State University

Bachelor of Arts, English, Benedictine College

Technical Proficiencies

? Microsoft Office

? Remedy

? Knowledgebase.net (Talisma)

? Clarify

? ServiceWare (KNova)

Professional Affiliations

? AIIM International

ACHIEVEMENTS

Led a Knowledge Base initiative to research, purchase and implement an internal Knowledge Base/Content Management solution for the Aquila,

Inc. IT Central Services Support Center.

Result: A Knowledge Base/Content Management solution was identified and presented to the major project stakeholders, purchased and implemented. Projected savings to the company include a reduction in call volume and average handle time, consistent and standardized technical support, and a reduced need for remedial training for support agents.

Participated in the implementation of a Knowledge Management (KM)

application for H&R Block. Collaborated on custom features to match

Call Center requirements and integration with CRM. Created training

materials and facilitated training for new and existing agents

Result: New agents have access to the same knowledge as seasoned

agents, so technical support is more efficient and standardized.

Repeat calls by retail clients were reduced by 12%.

Authored and administered web-site self-help Knowledge base for retail

software customers.

Results: Customers have access to the same technical support knowledge

base as technicians do, enabling them to diagnose and solve software

related issues. Call volume to the technical support was reduced by 9%

in the first year.

Researched and authored technical support solutions for inclusion in an

in-house Knowledge Management application.

Result: Beginning with an empty knowledge base in September of 1999, we

collected and organized approximately 1500 troubleshooting solutions

into the knowledge base by the call center launch date of December 1,

1999.

Facilitated training for a new Customer Relationship Management (CRM)

application as it was implemented at the H&R Block Service Center and

at World Headquarters.

Result: Customer contacts were standardized and consolidated into a

central tracking system allowing for more efficient reporting and

customer service. Overall customer satisfaction increased due to

agent?s ability to follow up on previous contacts, thus reducing

average handle times by an average of 12%, and redundancy of

troubleshooting efforts.

Created training materials for proprietary software and led training

classes for seasonal technical support agents.

Result: Agent technical support skills increased, reducing the number

of repeat calls by 10% and the number of escalated cases by 15%.

Customized end-user manuals to include all new features and CRM

integration.

Result: Agents? increased confidence had a marked effect on agent

retention and job satisfaction. Agent retention throughout the season

increased 15%.

Supervised and mentored 15-20 technical support agents for two tax seasons.

Result: My teams achieved an overall ?meets plus rating, with an

average handle time of 12 minutes, 90% attendance, and 10% Not Ready

status.

Contact this candidate