Professional Portfolio
Knowledge Management
For more than 13 years, I have helped turn complex, fast-changing information into clear, scalable knowledge that supports both employees and customers. My work spans content audits, knowledge-base development, troubleshooting guidance, governance, lifecycle management, and cross-functional collaboration.
Featured Framework
My Knowledge Base Framework
A practical framework for building knowledge systems that are trusted, findable, maintainable, and useful, for people and for AI. My approach to knowledge management has been shaped by Knowledge-Centered Service (KCS®), years of working in large-scale knowledge environments, hands-on work evaluating AI-generated knowledge content, and the practical lessons that come from maintaining content used by frontline employees.
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01
Discover
Understand the environment
Understand users, workflows, gaps, duplication, and current sources of truth.
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02
Govern
Create accountability
Establish ownership, standards, approvals, review cycles, and lifecycle accountability.
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03
Structure
Make knowledge usable
Make knowledge consistent, findable, scannable, and reusable.
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04
Improve
Learn from what happens next
Use feedback, search behavior, usage, knowledge gaps, and business needs to strengthen the system.
Discover → Govern → Structure → Improve
These four pillars are not meant to replace KCS or any formal knowledge management methodology. They are the framework I use to think about how a healthy knowledge environment should operate.
What Makes a Knowledge Base Successful
A deeper look at the four-pillar framework I use to think about successful knowledge environments, from discovery and governance through structure and continuous improvement.
Featured Perspective
Correct and Unusable
What I learned reading procedures a language model wrote.
Most documentation reviews ask whether a procedure is accurate. That is necessary, but it is not enough.
In this short essay, I examine a more difficult failure: documentation that is completely correct but still unusable because it assumes the reader already understands the work. Drawing on my experience reviewing procedures written by language models, I explain how knowledge assumptions survive accuracy checks, subject-matter review, and polished prose.
The solution is not simply better writing. It is testing whether someone unfamiliar with the task can actually follow the procedure, make the required decisions, recognize the correct outcome, and recover when something goes wrong.
A wrong procedure gets caught. A correct one that nobody can follow does not.
Portfolio Samples
Travel Protection Knowledge Base Samples
These fictional portfolio samples demonstrate how I turn detailed, regulated information into clear, findable, task-focused knowledge for customers and support teams. The work emphasizes usability, governance, escalation boundaries, reuse, and continuous improvement while remaining adaptable to an organization’s established voice, workflows, and content model.
Northline Travel Protection is a fictional company. These samples are portfolio demonstrations and are not insurance or legal advice.
How to Help a Customer File a Trip Cancellation Claim
Agent Procedure
A task-based support article that guides an employee through helping a customer begin a trip cancellation claim. The sample emphasizes scannable steps, plain language, empathetic service, and the practical information needed to move the claim forward.
Trip Cancellation vs. Trip Interruption
Benefit Routing Reference
A comparison article designed to help readers distinguish between two commonly confused travel insurance benefits. It organizes the information around timing, circumstances, and potential coverage so the reader can identify the relevant concept quickly.
Understanding Pre-Existing Medical Condition Exclusion Waivers
Policy Concept Guide
An explanatory article that breaks down a nuanced insurance topic without oversimplifying it. The sample uses clear definitions, eligibility considerations, and practical cautions to help readers understand the purpose of the waiver and recognize when policy-specific guidance is needed.
Knowledge Base Writing Sample
Operational Knowledge: Operator Procedure
A demonstration of my approach to structured operational knowledge, including procedural instructions, decision points, troubleshooting, and completion criteria.
Pre-Use Inspection and Functional Check of a Multi-Articulating Upper-Limb Prosthesis
Four-page operator procedure (PDF)