Knowledge Engineer
Resume:
Jeff DiNanno
Waukegan, Illinois 60085
****.*******@*****.***
EXPERTISE
Knowledge Management Remote/Virtual Technologies Training Courseware/Presentation
Project Management Enterprise Architecture Enterprise Web 2.0
Social Learning Wiki Communications Strategy
CAREER PATH
Assurant, Inc – Woodbury, Minnesota June 2008 - Present
Knowledge Engineer
Direct knowledge management program for global IT organization. Drive Best Practices and develop new ones. Lead on project management, metric development and analysis, scheduled and ad hock reporting, quality assurance, process, training, strategy and tool development. Currently engaged on Social Learning initiatives involving Communities of Practice within the Yammer environment.
Key Accomplishments
• Studied organization through a Gap Analysis program to both audit and create an adoption blueprint that fit in with the company’s core culture, toolset, and general requirements.
• Collaborated with executive management to create Knowledge Management adoption strategy.
• Created customized formal Knowledge Management program and rolled out to 450 users spread over 20 offices worldwide (US, China, Brazil, Republic of Ireland).
• Manage centralization and secure compartmentalization of all knowledge sources in organization (Wiki, Lotus Notes, Eroom, Talisma).
• Continuous development and coaching of leaders to be champions of knowledge and collaboration management in their respective groups.
• Created courseware and trained organization on Knowledge Management standards and processes—then virtualized the courseware and recreated as computer-based training (CBT).
OpenHaus – Chicago, Illinois Feb 2008
Knowledge Management Consultant
Drove and helped create company strategy to bring together Wiki technology and IT Knowledge Management Best Practices.
Key Accomplishments
• Worked with principals to create a session for “Share 2008 (Orlando, FL)” called: “Wikis in Your Enterprise: An Open Approach to Knowledge Management”.
• Delivered live session and led Q&A focusing on Best Practices.
Hospira – Pleasant Prairie, Wisconsin Jan 2005 – June 2008
Knowledge Engineer
Managed knowledgebase system including over 3,500 articles for global IT organization of 700 analysts worldwide.
Program managed a core team of 20 SMEs to help drive new knowledge creation and further continuous improvement. Developed knowledge processes to capitalize on wide areas of expertise in the organization. Consulted as special IT representative to Pharma R&D organization on “Wiki, Blog and Web 2.0” usage in the enterprise to increase collaborative innovation.
Key Accomplishments
• Drove and Managed Knowledge Centered Support Methodology rollout to organization
• Analyzed organizational usage of the existing knowledgebase which resulted in a total revamping and streamlining of workflow and partial elimination of the existing methodology.
• Developed and managed 5 month rollout project plan.
• Developed Knowledge Management Roles and Responsibilities matrix.
• Coordinated Knowledge process changes to align with organizational ITIL implementation efforts.
• Created customized courseware and trained global IT organization on Knowledge Centered Support processes and methodology.
• Developed customized templates and taxonomy
• Developed KPIs and Metrics specific to Knowledge Management to measure performance.
• Routinely coach Authors, Reviewers and management on effective Knowledge Management procedures.
Senior Computer Associates Unicenter Systems Administrator May 2004 – Dec 2006
Administered enterprise production incident handling system: CA Unicenter ServicePlus Service Desk R6 and Knowledge Tools R6 serving 500 analysts worldwide.
Key Accomplishments
• Key architect Service Desk environment
o Created blueprint of conversion plans to ease the transition from old systems and databases. Sought consensus on usage while minimizing risks with a challenging list of requirements from the users.
• Developed system customizations and company specific configurations
• Created PowerPoint courseware, training manuals and brochures. Trained other administrators on advanced administration of system.
• Created Microsoft SharePoint portal to store and manage metrics in the form of Crystal Reports.
• Successfully managed and resolved system down crisis situations while maintaining effective and professional communication with affected groups and stakeholders.
Abbott Laboratories – Abbott Park, Illinois Jan 1999 – May 2004
Scripter / SMS Administrator
Managed enterprise desktop environment via automated and scripted packages. Used SMS (Microsoft Systems Management Server) versions 1.2-2.0 to push wrapped applications, system patches, and virus updates. Managed projects as solutions expert for divisional support center and remote sites, including Latin American locations.
Key Accomplishments
• Developed and administered Abbott Laboratories first Knowledge Management portal.
• Developed enterprise “software stubbing” procedure for software asset tracking when vendor software solution failed to account for all licensed software.
• Trained global IT staff on usage of SMS Remote Console tools.
• Automation of all enterprise software--pushed silently and without direct management to over 10,000 enterprise desktops using a combination of Wise Installer, Windows Scripting Host, and Batch Files.
• Developed and managed ASP E-commerce web application shopping cart for desktop procurement and inventory management. Managed vendor to add advanced functionality.
EDUCATION
Washington State University
Pullman, Washington
B.A., Communications. 1996
Global Knowledge
IT Project Management
Helpdesk Institute
Knowledge Centered Support
Omicron
Project Team Leadership
Negotiation/Conflict Resolution
Finance and Accounting
Transition to IS Management
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