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Knowledge Management and Strategies for Success

Facilitator: Debra Dexter

Deb supervises IT content management, communications, and training efforts as well as overseeing professional and student staff.  She partners with IT staff and business units to provide leadership in the development and delivery of processes, training and documentation for the successful transition of business initiatives and projects from implementation to production. She leads the knowledge management efforts which involves designing processes and procedures for authoring content used during incident and service request tracking.

Speaker: Melissa George

Melissa George is the program director for the Consortium for Service Innovation, a non-profit alliance of service organizations that do collective research and development for the customer service industry.  She is responsible for the Consortium’s KCS℠ Knowledge-Centered Service and Intelligent Swarming  program teams.  She also runs the KCS Academy programs including KCS Verified for knowledge management software vendors and KCS Practices v5 certification for KCS program managers and consultants. Melissa has more than a decade of experience assisting service organizations adopt knowledge-based business strategies.

Speaker: Adam Krob

For more than two decades, Dr. Adam Krob has studied how to use knowledge management practices to uncover and deliver tangible, long-lasting value for organizations. His work focuses on how sharing knowledge across organizations can increase productivity for entire teams and decrease the time to competency for new team members. He also studies how improved knowledge sharing can enhance practices like ITIL, COBIT DevOps, and Agile and can fit into organizations like sales engineering, professional services, learning and development, human resources, and customer/technical support.

Dr. Krob has an MBA and a PhD and is a recognized expert in knowledge management practices. He is the Co-founder and CIO of Klever and lives with his wife and daughter in New Orleans.

Speaker: Stephanie Obodda

Stephanie manages Communications and Training for Brown's IT department. She is passionate about marketing IT services, engaging members of the University community, and making technical concepts more accessible. Before Brown, she worked at Digication and helped develop their e-Portfolio product, and also has done freelance web development and led classes on topics such as programming concepts, JavaScript, web development, and blogging. She has a bachelors from Princeton University, a new media certificate from the former ICPNM program at the Rhode Island School of Design, and an MBA from the University of Rhode Island, and a knowledge management certificate from the Association for Talent Development.

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