Nicole Dufresne

WORK HISTORY

EDUCATION

ABOUT NICOLE DUFRESNE

I am a Lead Business Operations Specialist for Ivanti and my focus is on the Ivanti community, knowledge base, and customer success portal. I joined Ivanti as a continuation of Cherwell when Cherwell was acquired in March of 2021. Since I have been with Ivanti I have taken ownership of the Ivanti Community MVP program, relaunching it with new criteria, perks, and a new MVP spotlight page. This program was re-launched to include additional MVPs from other acquired product lines and had to be flexible enough that it could be implemented across multiple different community platforms. Although I have a lot of experience with communities, my passion lies with knowledge and providing easy access to it. Other projects that I have been working on include streamlining the Ivanti knowledge article feedback workflow and serving as a sounding board for future updates to the workflows to include automation and reporting. I worked my way up from KCS candidate to KCS coach to Knowledge Manager. Being v6 certified in KCS Practices and having a project management background, I am focused on developing the knowledge platform, accessibility, training, and overall knowledge initiatives. Having a solid understanding of how knowledge management can influence business performance, I work with my team to promote organizational learning and building a solid self-service strategy for Ivanti\'s customers, partners and employees.Experienced project professional offering 13 years of success leading all phases of diverse technology projects; BS Business Administration (2012), four years of hardware project management and coordinating experience and 4 years experience in a SaaS environment. Obtained PMP certification January 2022.