Keith-Lee E.

2008-2014 Freelance Technical Writer: created a series of documents on technical, process and management topics in a variety of formats ranging from blog articles, decision guides and exam preparation materials. 1997 – 2007 IBM Global Services: assisted in building a foundation for process management and knowledge management in customer service. Provided management direction and guidance for cross divisional performance improvements; utilizing leading industry research, such as Lean Six Sigma, Activity Based Computing and Virtual World Leadership. Worked with various Service Delivery Teams to identify contract compliance, establish roles and responsibilities, set policy and effectively communication results to management as well as to customers. Created and managed process improvement plans for over twenty five (25) business operations areas. Assisted in the establishment of service desk support for over thirty (30) different customers.