Fer Oneil
Senior Knowledgebase Manager @ESET North America
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WORK HISTORY
Senior Knowledgebase Manager @ESET North America
The Knowledgebase Manager regularly interacts with the global Knowledgebase team, Technical Support, Product Management, specific project leaders and web development groups to plan the development of appropriate technical content to support all ESET solutions, communicate important product information to partners and customers, and maintain existing Knowledgebase properties. Responsibilities include:* continual development/improvement/deployment of standards, style guides, policies and procedures related to all content development processes and product documentation and facilitation of these tasks in collaboration with ESET language partners to provide localized resources worldwide.* consistent monitoring of Knowledgebase usage and interaction through the use of metrics and dashboards. Use data derived from analysis of customer and internal Knowledgebase interactions to inform improvements to the Knowledgebase, Help.eset.com and ESET.com web properties.* provide analytics, feedback and actionable recommendations to executives, line-management and Product Management to improve ESET products and processes for customer communities.* directly manage, mentor, and develop direct reports while maintaining and fostering a strong team atmosphere and environment for all team members. Conduct necessary training for direct reports and team members * initiate data analysis tasks to promote continual improvement of the internal and external Knowledgebase content/user interface.* stay abreast of current technology and trends related to the Knowledge Management discipline, unassisted support, collaborative documentation, content re-use, Knowledge-Centered Support, and related strategies.
EDUCATION
Texas Tech University
PhD, Technical Communication and Rhetoric
University of Maine at Farmington
BA, English
Minnesota State University, Mankato
Master of Arts, English: Technical Communication, Rhetoric
ABOUT FER ONEIL
I leverage data and take a user-centered approach for communicating complex technical information to people.
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