Antonio Maninha

Updated and created Salesforce knowledge articles, refined knowledge management methodology, and delivered training on KCS best practices.

Built knowledge management policies, managed self-service portal, migrated content to Zendesk, and optimized AI-powered bot search.

Managed design, implementation, and continuous improvement of Knowledge Management initiatives and KCS program using ServiceNow.

Implemented, developed, and administered Salesforce Service Cloud and migrated over 500,000 documents from SharePoint 2010 to 2019.

Drove awareness and adoption of technologies, created email templates, produced training videos, and trained technology specialists.

Facilitated and monitored knowledge base processes, revamped Remedy workflows, and implemented KCS processes.

Implemented Salesforce Service Cloud, improved self-service portal traffic by 140%, and established self-service rate at 78.3%.

Implemented Salesforce Service Cloud and KCS methodology, identified content gaps, and partnered with SMEs to improve knowledge base.

Revamped outdated knowledge management system, implemented Salesforce Service Cloud, and increased knowledge portal usage by over 400%.

Provided technical support for Cisco systems.

Managed knowledge base for L-3 Global Security and Engineering Solutions.

Managed knowledge base and advocated for technical customers at Hospira.

Managed knowledge base for Activant Solutions.

Associate degree in Business Administration from the Catholic University of Portugal.