From 2014 to 2019, I served as a Senior Knowledge Engineer at Symantec, driving Knowledge Management (KM) and KCS initiatives to empower customers with fast, accessible solutions via support.symantec.com. I enhanced self-service capabilities with knowledge bases and an Azure chatbot, maximizing case deflection and improving customer outcomes. By partnering with 1,500+ KCS Publishers and 150+ Coaches, I refined content for accuracy and usability, ensuring global enterprises could resolve issues efficiently. My work analyzing support trends led to targeted resources that boosted findability and strengthened self-help adoption.

Want to streamline your support with expert KM solutions? Let’s make it happen!