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Knowledge Engineer with 10+ years in technical support and documentation
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Competencies
Provided technical support for enterprise applications including Windows, O365, Active Directory, and Azure.
Standardized and reviewed technical articles, designed workflows to improve quality and reduce redundancy.
Developed scalable workflows and templates to improve operational efficiency.
Coached teams on KCS adoption, documentation standards, and collaboration best practices.
Provided bilingual technical support, interpretation services, and customer interactions.
Education
Languages
Summary
Dedicated professional with extensive experience in technical support, workflow design, and knowledge management across diverse industries including IT and customer service. Skilled in coaching, documentation, and process optimization.
Key Achievements
- Streamlined knowledge base and designed scalable workflows at Blackbaud Inc.
- Provided Tier 1–2 support, consistently exceeding customer satisfaction metrics
- Drove global adoption of KCS methodology and coached teams on documentation quality
Experience
Knowledge Engineer
Streamlined knowledge base by reviewing and standardizing technical articles, improving clarity and consistency., Designed AQI review templates and scalable workflows, reducing redundancy in quality checks., Partnered with AI collaborators, providing actionable feedback that elevated article...
Customer Support Associate
Provided Tier 1–2 support for financial fundraising applications, balancing empathy with technical precision., Processed bug reports and collaborated with developers to accelerate resolution time., Consistently exceeded performance metrics for customer satisfaction and issue resolution.
Customer Support Representative
Resolved account access, billing, and gate entry issues for Extra Space Storage clients across the U.S., Guided customers through move-in/move-out processes, ensuring smooth transitions., Maintained accurate service records, reducing repeat inquiries.
Service Desk Support Technician
Resolved incidents involving Active Directory, Yardi, O365, and Windows., Managed access requests in compliance with security policies.
Level 2 Technical Support Engineer
Delivered infrastructure support for Azure Virtual Machines., Collaborated with engineering teams to resolve escalated cases, improving resolution times.
Over-the-Phone Interpreter
Facilitated bilingual interpretation for emergency and healthcare calls with confidentiality and accuracy.
KCS Coach – Content Operations Specialist
Drove global KCS adoption, coaching cross-functional teams on documentation quality and usage.
Global Helpdesk Specialist
Provided Tier 1 IT support, ensuring consistent client experience across a global user base.
Analyst I – Systems Engineer
Designed monitoring profiles to improve compliance with corporate IT standards.
Offsite Support Engineer I
Delivered phone-based support for enterprise storage devices and software.