Brian Irons

About Brian Irons

I’m a results-driven and creative problem solver with a strong track record of working effectively both independently and within team environments. I excel at managing multiple complex projects simultaneously, consistently meeting deadlines, and setting clear priorities. I’m recognized for delivering high levels of productivity, quickly analyzing and resolving technical issues, and maintaining a strong focus on service excellence.With over 19 years of experience in technical support and customer service, my background spans across several key areas:* 8 years in IT Business Management (Problem, Service Request, and Incident Management)* 4 years in video production, AV support, and Executive/Board of Directors support* 4 years in Azure Intune, SCCM, and JAMF administration* 3 years in Enterprise Knowledge ManagementI believe in the thoughtful adoption of technology as a catalyst for innovation and operational efficiency. I’m also a strong advocate for knowledge sharing, as I believe it fosters a culture of continuous learning and collective growth within organizations.

Experience

1. Itsm Knowledge Manager

   Morgan & Morgan, P.A.

   Sep 2023 — Present · Washington, DC, US

   I led a transformative rebuild of the knowledge management function at Morgan & Morgan, optimizing processes and adapting our ITSM tool, Fresh service, despite its limited functionality over ServiceNow. By implementing innovative solutions and driving cross-department engagement, I enhanced our knowledge ecosystem, ensuring its sustainability and user-friendliness. Key Highlights: Knowledge Lifecycle Management: Established comprehensive processes for knowledge requests, updates, and retirements, leveraging Fresh service ticketing and custom templates. Enhanced Searchability: Improved tagging and metadata for better searchability and relevance. Streamlined Article Management: Developed workflows for article retirement and implemented SharePoint for version control and archival. User Experience Improvements: Introduced interactive navigation features, like a table of contents, within knowledge base articles. Standardized IT Documentation: Created templates for consistent documentation across various knowledge types (How-To guides, FAQs, SOPs, etc.). Contingency Planning: Developed processes to maintain knowledge management during the absence of key team members. Innovative Embedding Solutions: Enabled integration of multimedia (videos, PDFs, spreadsheets) into knowledge articles. Additionally, I led efforts to drive IT department adoption of knowledge management practices through an internal roadshow and ongoing engagement. All these initiative resulted in a staggering 400% increase in customer and technician adoption year over year, significantly improving knowledge management utilization across the organization. My work has helped create a sustainable, user-centric knowledge management environment that supports organizational goals and drives continuous improvement.

Education

• Northern Virginia Community College

  Associate's degree, Computer Science

  2014 — 2017

• Tripplet Tech

  Certification, Computer based Animation and Design

  2010 — 2012

Skills

• Asset Management
• Html
• Customer Engagement
• Photoshop
• Customer Service
• Android
• Windows 7
• Eagle Scout
• Sccm
• Project Management
• Computer Maintenance
• 3d Studio Max
• Sentinel One Security Compliance
• Computer Graphics
• Data Analysis
• Web Development
• Computer Hardware
• Casper
• Css
• Communication Skills
• Okta
• Edocs Administrator
• Audio Visual Support
• Ios
• Office 365
• Computer Repair
• Executive Communications Support
• Javascript
• Active Directory
• Time Management
• Web Design
• Service Now
• Dreamweaver