SURENDRAN SRINIVASAN

Role: Knowledge Manager

Responsibility: I manage end to end knowledge and information for the customers across version 1. Skilled in organizing, structuring, and labeling content in an effective and sustainable way, content management, and training development.

1. Build the complete Knowledge management process.

2. Created one centralized environment to access all the knowledge bases.

3. Moved/created Knowledge base articles from silo location to the centralized environment.

4. Created and implemented knowledge governance process, content management policies and procedures resulting in streamlined workflows.

5. Managing all the Knowledge Bases, knowledge base owner/managers and their access.

6. Reviewing and auditing the process and its techniques and methods to ensure they are continuously improved.

7. Regularly updating the KB articles with latest information.

8. Controlling the accessibility and flow of knowledge within the organisation.

9. Assisted in establishing and improving the processes.

10. Respond to Knowledge Feedback, Flagged article

11. Maintained Knowledge within the KM Database

12. Prepared documentation for new or existing Knowledge.

13. Accountable for Knowledge Contents and the quantity and quality of knowledge and the effectiveness of its use

14. Conducted training sessions to all the customers on the use of knowledge base articles.

PROJECT 1 - TOTAL ENERGY

Roles: Business Process Lead, Escalation cell & Knowledge management engineer.

Responsibility:

1. Queue monitoring (Calls, Chat, Web, and Email.)

2. Managing a team and meeting daily client SLAs

3. As an escalation cell member, I deal with the active escalation tickets and act as bridge between the Assignment groups and find the resolution.

4. As a knowledge management member, I deal with creating KB articles as per the requirement. Reviewing & updating the Knowledge base article for every 6 months. Communicating to the Service desk team about the KB articles which newly created.

PROJECT 2 - SIEMENS ENERGY

Role: Knowledge Manager

Responsibility: I manage end to end knowledge and information for IT service desk. Skilled in organizing, structuring, and labeling content in an effective and sustainable way, content management, and training development.

1. Built the Knowledge Base from the Scratch. (Created 3000+ Knowledge articles)

2. Creating, reviewing, validating and Approving Knowledge article as per the project requirement.

3. Designed and managed a knowledge management system to capture, store, and distribute critical information.

4. Created and implemented knowledge governance process, content management policies and procedures resulting in streamlined workflows.

5. Created Ownership group for each service.

6. Reviewing and auditing the process and its techniques and methods to ensure they are continuously improved.

7. Regularly updating the KB articles with latest information.

8. Controlling the accessibility and flow of knowledge within the organisation.

9. Advocated Knowledge Management use and contributions within the group

10. Assisted in establishing and improving the processes.

11. Respond to Knowledge Feedback, Flagged article

12. Maintained Knowledge within the KM Database

13. Prepared documentation for new or existing Knowledge.

14. Accountable for Knowledge Contents and the quantity and quality of knowledge and the effectiveness of its use

15. Conducted training sessions to service desk engineers on the use of knowledge base articles.

1. Subject matter expert (SME)/Technical Lead managing a team and guiding them toward the process requirements.

2. Monitoring team performance and report on metrics and communicating it with team.

3. Queue monitoring (Calls, chat, web, and email.)

4. Setting up tasks and project deadlines.

5. Performing regular performance evaluation

6. Discovering training needs and providing coaching to the team.

7. Technical Support engineer for HPI in-house applications and Microsoft Products

8. Expertise in HPSM (HP Service Manager), ITAM (IT Asset Management)

• Worked as a technical advisor for Kohls Online and Retail, Hilton groups