Knowledge Management Professional

ERIC MANN

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

Manchester NH ****3

Home: 603-***-****

Cell: 603-***-****

zc1sb8@r.postjobfree.com

SUMMARY

Versatile detailed-oriented and results-oriented professional with over 15 years experience in content analysis and delivery of knowledge solutions. Have a strong background in knowledge management and quality testing. Able to offer value in the following areas:

* Content analysis reporting and extraction from large content management systems

* Content integration and delivery of knowledge tools

* Quality testing including SIT UAT and defect tracking

* Highly effective in collaborating with technical teams

* Ability to work independently and in virtual/global team environments

TECHNICAL SKILLS

* Microsoft Office (Excel PowerPoint Word Access SharePoint)

* Web Tools (HomeSite SharePoint Designer FrontPage)

* Software image creation verification and delivery

* General usage of OpenVMS and UNIX operating systems

PROFESSIONAL EXPERIENCE

Hewlett-Packard Company

Technology Systems Group Knowledge Management

Technology Consultant (2002 -2010)

Managed creation and delivery process of multiple offline support information tools for a worldwide audience of HP support professionals and HP authorized service providers. Lead program of a global team of HP field engineers to produce quarterly collection of tools and firmware for supporting HP business critical systems. Provided product lifecycle and support content analysis to develop and maintain an efficient support content management strategy.

* Coordinated the creation and delivery of various information support tools to over 4800 worldwide HP support professionals; via media subscriptions.

* Created and posted ISO images of support content deliverables to portals for download by internal users as an alternative to purchasing media subscriptions.

* Provided subject matter expertise functional requirements and quality testing towards the development and implementation of improved offline collection of commercial and enterprise product support documentation targeted for onsite and other support communities.

* Eliminated $60K annual license fees for local search engine improving end user experience and reducing time to produce from 3 weeks to less than 1 week.

* Identified and archived over 6000 support documents contained in central documentation repository that were found to be duplicate or superseded content improving total customer experience.

* Lead a team of HP field engineers to produce a quarterly collection of knowledge tools and firmware for delivery to over 3500 worldwide onsite engineers supporting business critical systems.

* Transformed creation processes of multi-volume CD-ROM collections of operating system documentation from a multiple platform environment; to a single Windows environment; accelerating the retirement of legacy hardware and software.

* Documented provided training and outsourced CD-ROM creation and delivery processes to an external service provider.

OTHER RELEVANT EXPERIENCE

Compaq Computer Corporation

Engineering Product Coordinator

Integrated and delivered a variety of offline support information tools from various internal content providers to Compaq support communities. Coordinated walk-in production and testing of CD-ROM media requested from internal clients.

* Provided subject matter expertise and user acceptance testing to a development team to design and deploy a new Compaq support information CD-ROM collection that integrated DIGITAL and Compaq technical documentation. Developed and implemented process to create and deliver this product.

Digital Equipment Corporation

Production Specialist

Gathered and delivered support information from multiple content sources via corporate content repository CD-ROM and microfiche media targeted for DIGITAL field engineers and self maintenance customers.

* Maintained user subscription and content creation databases

* Vendor management for CD-ROM and microfiche production inventory and delivery.

* Converted technical documentation CD-ROM offerings from native OpenVMS platform to industry standard Microsoft Windows platform.

* Led project team to migrate all technical information deliverables; from microfiche to CD-ROM media.

EDUCATION

Keefe Technical High School Framingham MA

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