Manager Management

Jon-Paul Maki, CKM, PMP

*** ********** ** **, ********, VA 20175 703-***-**** ac2hx4@r.postjobfree.com

Profile

Experienced telecommunications professional with a strong background and proven record of excellence in project management, knowledge management, program management, risk management, operations and operations support, troubleshooting and analysis, vendor management, content management, gathering requirements, process development, technical writing, and leadership, with experience working in support of a diverse range of products, services, networks, systems, and applications.

Experience

Charter Communications (Formerly Time Warner Cable, Inc.) Herndon, VA 2008-2017

Manager – Knowledge Management 2013-2017

Led the development, deployment, and support of the Knowledge Management (KM) program and strategy; managed marketing, communication, and KM education of the KM team strategies, goals, projects, and achievements; worked closely with Operations staff to ensure successful implementation of knowledge lifecycle process evaluation and improvement programs

Oversaw all aspects of the development of a SharePoint site collection for the Network Operation Center (NOC) that consolidated and standardized multiple knowledgebases and followed KM standards and contributed to an increase in Tier I repairs and improved Mean Time To Repair and other MTTx measurements

Developed and maintained a standard taxonomy and led the development and implementation of document templates, artifact types, and editorial standards, and defined content roles and responsibilities and approval and content lifecycle processes

Served as Site Collection Administrator for SharePoint, managing access, creating team sites, custom lists and workflows, optimizing search, and performing light application development

Created and maintained a work intake and project and task tracking system for the Process and KM organization

Manager – Integration 2011-2013

Senior Analyst – Integration 2010-2011

Analyst – Integration 2008-2010

Ensured NOC operational readiness for support of new products and services through working with cross-functional teams, developing ticketing and alarming criteria, defining troubleshooting processes, writing process documentation, monitoring and mitigating risk, providing training and knowledge checks for NOC personnel, and testing, measuring, and reporting on the overall effectiveness of processes and procedures, and managed NOC vendor/partner relationships

AOL, LLC Dulles, VA 2001-2007

Senior NOC Analyst 2002-2007

Monitored the AOL production and office networks, including dial, broadband, mobile devices and services, and performed router and switch configuration and replacements; tracked domestic and international network events and drove resolution through ticketing, troubleshooting, vendor management, and escalations

Technical Customer Care Consultant 2001-2002

Provided technical and account support for AOL dial and broadband customers

Tucson Shopper Tucson, AZ 2001

Desktop Publisher

Red Wing Publishing Red Wing, MN 1999-2001

Desktop Publisher

Suomi College Hancock, MI 1997-1999

Director of Communications

Education

BS in English, Minor in Writing, Northern Michigan University, Marquette, MI

Certifications

ITIL version 3 Foundation Certification

ITIL Intermediate Certificate in Service Transition

ITIL Intermediate Certificate in Continual Service Improvement

ITIL Intermediate Certificate in Service Operation

ITIL Intermediate Certificate in Service Strategy

PMP – Project Management Professional

CKM – Certified Knowledge Manager

Professional Memberships/Associations

Project Management Institute (PMI)

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