Jeff Jensen

Experience

1. Knowledge Editor Technical Writer, Level Iii

   Proofpoint

   Dec 2016 — Present · Draper, UT, US

   Manage workflow and ownership of Knowledge Base content for approximately 150 engineers & contributors 2. Helped develop Knowledge processes with cooperation of technical managers and developers when no processes previously existed and I was hired as part of a small team to lead these efforts 3. Developed and managed knowledge management processes in JIRA for easy tracking and reporting 4. Create and maintain uniform naming conventions and formatting guidelines for 25 products 5. Created and managed regular contests and motivational activities to capture knowledge learned by 150+ engineers on 14 teams in Europe and North America 6. Manage accuracy and accessibility of existing Knowledge Base content 7. Coordinate documentation efforts between internal support, product, and engineering teams OUTPUT OF ARTICLES PUBLISHED/IMPROVED: May 2017 - April 2018: 213 May 2018 - April 2019: 689, increase in productivity of 323% April 2019: All-time best 108 articles published (previous best Dec. 2018 with 91) Oct. 2018: Planned and carried out \"Breaking Backlog\" contest to clear significant backlog of articles - Coordinated with 14 managers to engage over 150 employees - Results: 348 fully vetted/resolved tickets (70% of backlog)- 271 NEW/improved articles providing significant solutions for customers and support engineers 2017 Results for our two man team: 410 Published Articles 150 Article Contributors Engaged 4703 Article Views

Education

• Brigham Young University

  BA, History

• Brigham Young University

  BS, Human Development and Family Sciences