Portfolio

Knowledge that connects.
Results that matter.

With over 25 years transforming support experiences through Knowledge-Centered Service (KCS), I've helped global enterprises reduce support volume by 10-25% while dramatically improving customer satisfaction.

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Selected case studies

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KCS Knowledge Management AI Solutions

Knowledge-Centered Service (KCS) Transformation

Broadcom · KCS Program Manager · 2019–2025

Spearheaded Knowledge-Centered Service and Knowledge Management strategies at Broadcom, embedding a knowledge-driven culture through Symantec and VMware acquisitions. Transformed support.broadcom.com into a robust self-service platform using KCS methodologies and AI-driven tools.

10-25%
Support volume reduced
3
Acquisitions integrated
AI
Self-service platform
View case study

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KCS Knowledge Management Azure Chatbot

Elevating Support Through Knowledge Engineering

Symantec · Senior Knowledge Engineer · 2014–2019

Drove Knowledge Management and KCS initiatives to empower customers with fast, accessible solutions via support.symantec.com. Enhanced self-service capabilities with knowledge bases and an Azure chatbot, maximizing case deflection and improving customer outcomes.

1,500+
KCS Publishers
150+
Coaches trained
Azure
Chatbot deployed
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WordPress Content Strategy SEO

Outdoor Media Network Platform

Outdoor Hub · Platform Architect · 2012–2014

Designed and launched OutdoorHub.com, a WordPress-based content syndication platform that transformed Outdoor Hub into a leading outdoor media network, reaching 21 million monthly users.

21M
Monthly users
#1
Outdoor media network
Revenue
Supercharged growth
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All Work

More projects

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KCS Knowledge Management

Knowledge-Centered Service (KCS) Transformation

Spearheaded Knowledge-Centered Service and Knowledge Management strategies at Broadcom, embedding a knowledge-driven culture through Symantec and VMware acquisitions. Transformed support.broadcom.com into a robust self-service platform using KCS methodologies and AI-driven tools.

View details
View Project
KCS Knowledge Management

Elevating Support Through Knowledge Engineering

Drove Knowledge Management and KCS initiatives to empower customers with fast, accessible solutions via support.symantec.com. Enhanced self-service capabilities with knowledge bases and an Azure chatbot, maximizing case deflection and improving customer outcomes.

View details
View Project
WordPress Content Strategy

Outdoor Media Network Platform

Designed and launched OutdoorHub.com, a WordPress-based content syndication platform that transformed Outdoor Hub into a leading outdoor media network, reaching 21 million monthly users.

View details
View Project
Information Architecture Content Strategy

Archery Enthusiast Hub

Launched Archery360.com as a dynamic hub for archery enthusiasts, blending pop culture-inspired content with educational resources to drive participation. Featured intuitive navigation, engaging articles, and tools like a shop finder.

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