Knowledge Base Management

I spent ten years in the Technical Support department at Intermedia Communications — a US-based cloud communications company with customers across North America, Europe, and Asia-Pacific. Over that time, I grew from writing help articles into managing the full knowledge base: I started as a contributor, then supported the Knowledge Manager, and eventually took over that role fully.

At its largest, the knowledge base held over 1,300 articles covering 20 products, published across five white-label brands and up to four geographic regions — maintained by a team of four writers.

Projects in this section cover content strategy, platform migration, localization, AI tool adoption, and routine operations like reporting and release scheduling. Select a project from the navigation menu to explore the details.