Manager Chemical Engineering

Laurie Union,, PMP

San Diego, CA 858-***-****

*********@*****.*** LinkedIn.com/in/laurie-union-8b6159165/

Knowledge Management Process Architecture Program Management

Experienced knowledge manager and IT Infrastructure Library (ITIL) expert with deep experience in knowledge program development and management across diverse industries. Build knowledge strategies for support organizations to position teams for growth and success, creating internal knowledge bases as well as customer facing content utilizing Knowledge-Centered Services (KCS). Interface with clients to assess needs and develop products and programs to fit unique organizational requirements. Translate technical information to communicate effectively with all team members. Innovate process improvements to enhance efficiencies and functionality. Foundation in SaaS knowledge product development. Areas of Expertise Include:

Service Level Agreements (SLAs) Service Catalogue Development SaaS Product Development Service Management

Project Management Product Development ITIL Process Design & Management Change Management

Work Experience

Becton Dickenson – Remote/San Diego, CA 2020 – Present

Multinational medical technology company that manufactures and sells medical devices, instrument systems, and reagents and provides consulting and analytics services.

Knowledge Management Consulting

Consulted with Becton Dickenson (BD) to create knowledge program utilizing products Salesforce to improve average handle time. Defined KPIs around knowledge creation. Assessed knowledge base to gain understanding of existing resources. Mined data to identify recurring issues, performing gap analysis in collaboration with internal product experts. Delivered KPI and progress reports to senior leadership.

Developed and implemented infrastructure to gather and leverage new knowledge. Created template within Salesforce to simplify knowledge article creation. Trained team members on how to write knowledge articles, teaching structure using steps to solve; coached to resolve knowledge creation and documentation issues. Generated knowledge report to check articles for completeness. Evaluated contributors to delegate publisher and reviewer roles to streamline process and ensure quality.

Developed process and knowledge lifecycle governance. Determined when new articles supporting new products should be created and who should be responsible. Coordinated with team to identify and fill gaps in new knowledge base following implementation, growing knowledge base incrementally. Implemented procedures for article review to ensure quality and up-to-date information. Introduced knowledge lifecycle management process, requiring periodic reviews of all articles. Equipped team members to train others on knowledge program processes and procedures to create program sustainability.

Led successful implementation that empowered users to write and contribute knowledge within 8 weeks.

Drove 91% adoption rate among 300 people within 6 weeks.

Achieved KPI improvements around case-handle time and steps to improvement.

Facilitated organizational change management to equip employees to cope with changes and manage time efficiently to contribute to knowledge program.

KnowledgeBroker, Inc. – Remote/Reno, NV 2017 – 2020

Leader in desktop computer support and knowledge base creation; provides clients with cost-effective tools to improve incident resolution and reduce call time.

Knowledge Product Manager

Guided development of self-serve knowledge platform for end-users, serving as SCRUM leader throughout Agile development process. Engaged with off-shore team for development and defined user interface to create front end, facilitating use by small organizations and their customers. Validated user stories. Briefed leadership on progress. Managed relationship with host firm, Azure.

DXC Technology Hewlett Packard (HP) Hewlett Packard Enterprise (HPE) 2003-2017

Technology services organization providing end-to-end IT services that empower customer to harness power of innovation to drive change management; formed in wake of HPE separation from HP and subsequent merger with DXC.

Senior Consultant Program Leader, 2008-2017

Managed information technology, service management, and knowledge management projects for clients that included:

NASA // Rancho Bernardo, CA, 2011-2017: Served as program suite owner and manager for information technology service management (ITSM), overseeing all incoming and outgoing integrations. Managed team of 7. Directed all ITIL programs and processes, including incidents, change, knowledge, problem solving, and service requests.

oCreated and implemented knowledge management program to support all back-office technology. Provided support to change manager on all knowledge-related issues. Built out ITIL processes; conducted trainings on all ITIL processes and created KCS training for knowledge program. Documented known issues, oversaw development of knowledge to fill gaps, and ushered through change control.

Grew knowledge program and problem management component to include regular updates and facilitated consistent use, enhancing efficiencies, and improving problem solving processes.

oEngaged with customers to understand needs and translated into Agile SCRUM user stories. Integrated stories into development process sprints and executed releases every 2 weeks, with heavy emphasis on automation to streamline processes. Earned buy-in from senior leadership and change management board.

Drove $300K in annual savings by automating back office vendors and internal processes.

oDeveloped and implemented service request catalogue, defining requirements and updating supporting information for standard and custom orders. Utilized Agile group development to manage process.

oSupported software releases, including security patch, and conducted risk assessments, updated knowledge base for each update.

Navy Marine Corp Intranet (NMCI) // Rancho Bernardo, CA, 2009-2011: Directed knowledge program and software information technology platform, serving as process guide. Reported to senior leadership on KPIs and program progress.

oDesigned and implemented knowledge program, activating support for existing modules. Assessed knowledge needs and process requirements. Collaborated with developer to design process within available tools. Trained staff to build and leverage knowledge articles.

Facilitated 30% reduction in time required to resolve cases.

oCreated online and backend service request fulfillment tool; evaluated common request types, prioritized improvements, coordinated implementation, and conducted trainings to maximize tools.

oReduced costs by $1.2M by introducing knowledge program and service request catalogue improvements.

Eli Lilly // Indianapolis, IN, 2008-2009: Oversaw all ITIL processes, originally contracted to oversee knowledge exclusively and gaining oversight of 4 other areas during contract. Drove big-picture process development; converted requirements into practical solutions and engaged with client to coordinate implementation.

oImplemented knowledge solution, building out tool and incorporating enhancement requests, Trained users and functioned as interim knowledge manager. Improved incident time KPI.

Senior Product Manager, 2003-2008

Deployed knowledge products for 7 major organizations, including the United Nations (UN), Chase Manhattan, Unisys, Citibank, and Iron Mountain. Served as project manager for knowledge module, collaborating with team of engineers to develop HPE’s first knowledge resource. Developed features, including search engine, to meet customer needs and enhance functionality. Integrated knowledge resources into service ticket system to share information across various functions. Built synchronization around article summarization and thesaurus to allow multiple search terms to tie to relevant articles.

Additional Experience:

INXIGHT Software // Sunnyvale, CA, Senior Product Manager, 2000-2003

Developed knowledge mining technology utilized by federal government in anti-terrorism initiatives. Performed fact-finding and troubleshooting work for government agencies. Developed taxonomies around key intelligence and knowledge areas for government and biomedical clients, including Johnson & Johnson, AstraZeneca, and Pfizer.

Breakthrough Software // Sunnyvale, CA, Senior Product Manager, 1999-2000

KLA Corporation // Milpitas, CA, Senior Product Manager, 1994-1999

Education

Stanford University, Stanford, CA

Executive Master of Business Administration in Capital Equipment & Business Administration

Worchester Polytechnic Institute, Worchester, MA

Bachelor of Science in Chemical Engineering

Assumption College, Worchester, MA

Bachelor of Arts in Chemistry Bachelor of Arts in English

Certifications & Professional Training

Security Clearance

SCRUM Master, Agile Methodology

KCS Certified – Knowledge Management Certification

Project Management Professional (PMP) Certification

Waterfall Methodology

Information Technology Infrastructure Library Expert for IT Service Management (ITIL)

Lean Six Sigma Black Belt

Microsoft Office Suite, Microsoft Project, & Microsoft Visio

Technical Skills

Software Knowledge: Microsoft Office Suite, Microsoft Project, Microsoft Visio, Salesforce

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