Jeremy Henricks

FAQ About Jeremy Henricks

• What is Jeremy Henricks's address?

  Jeremy Henricks is located at
  Eugene, Oregon, United States

• What is Jeremy Henricks's job title?

  Jeremy Henricks is a
  Highly-effective, data-driven knowledge engineer, front-end web developer, and information architect, with over 25 years of experience in the consumer and enterprise markets. I have a demonstrated ability to develop and execute on strategies that help grow and support an organization's goals and objectives. As Sr. Knowledge Engineer at Symantec, I help implement and manage the Knowledge-Centered Support methodology as a service delivery method for our enterprise customers. KCS focuses on knowledge as a key asset of an organization, and complements, rather than replaces, support agents. In 2018, I helped drive the creation and adoption of new reporting tools to help Symantec better understand why customers contact support. By analyzing data around top case drivers, searches, and self-help usage, we can identify trends or alert us to problems, and take appropriate action. In 2019, I began managing Symantec's new chatbot implementation, which helps us automate over 1,000 enterprise customer interactions every day. By analyzing these interactions, I can quickly improve the chatbot experience, and work with our support and customer service teams to fill knowledge gaps and improve existing knowledge, thereby reducing the number of cases to our call center. SKILLS AND EXPERTISE - Knowledge management - Knowledge-Centered Service (KCS) - Case management software (Salesforce) - Chatbot software (Microsoft Azure Bot Service) - Information architecture & user-centered design - Knowledge base & taxonomy development - Content marketing, management & analytics - Web design composition & wireframe development - Managing cross-functional teams & projects - Technical writing for business & consumer audiences - Competitive and market research & analysis - Search engine optimization & analytics - Social media & email marketing - WordPress development & design When I'm not working, I'm enjoying the outdoors in the Pacific Northwest, usually hiking in the Oregon Cascades. Broadcom

• What industry does Jeremy Henricks currently work in?

  Jeremy Henricks currently works in the
  Broadcom

• What is Jeremy Henricks's area of expertise?

  Jeremy Henricks specializes in
  Highly-effective, data-driven knowledge engineer, front-end web developer, and information architect, with over 25 years of experience in the consumer and enterprise markets. I have a demonstrated ability to develop and execute on strategies that help grow and support an organization's goals and objectives. As Sr. Knowledge Engineer at Symantec, I help implement and manage the Knowledge-Centered Support methodology as a service delivery method for our enterprise customers. KCS focuses on knowledge as a key asset of an organization, and complements, rather than replaces, support agents. In 2018, I helped drive the creation and adoption of new reporting tools to help Symantec better understand why customers contact support. By analyzing data around top case drivers, searches, and self-help usage, we can identify trends or alert us to problems, and take appropriate action. In 2019, I began managing Symantec's new chatbot implementation, which helps us automate over 1,000 enterprise customer interactions every day. By analyzing these interactions, I can quickly improve the chatbot experience, and work with our support and customer service teams to fill knowledge gaps and improve existing knowledge, thereby reducing the number of cases to our call center. SKILLS AND EXPERTISE - Knowledge management - Knowledge-Centered Service (KCS) - Case management software (Salesforce) - Chatbot software (Microsoft Azure Bot Service) - Information architecture & user-centered design - Knowledge base & taxonomy development - Content marketing, management & analytics - Web design composition & wireframe development - Managing cross-functional teams & projects - Technical writing for business & consumer audiences - Competitive and market research & analysis - Search engine optimization & analytics - Social media & email marketing - WordPress development & design When I'm not working, I'm enjoying the outdoors in the Pacific Northwest, usually hiking in the Oregon Cascades.

• Which languages does Jeremy Henricks speak? 

  Jeremy Henricks speaks the following languages:
  No languages available.

• Which industries has Jeremy Henricks previously worked in?   

  Jeremy Henricks has prior experience in the following industries:
  Archery Trade Association , Outdoor Hub , Symantec

• What is Jeremy Henricks’s work experience?  

  Jeremy Henricks has the following professional experience:
  Broadcom , Symantec , Archery Trade Association , Outdoor Hub , Pursue The Outdoors , Symantec .

• How can I find Jeremy Henricks on LinkedIn?  

  You can view Jeremy Henricks’s
  LinkedIn profile at LinkedIn URL.

• What are Jeremy Henricks’s work email addresses?  

  Jeremy Henricks’s work email addresses are
  [email protected] .

• What company does Jeremy Henricks work for?  

  Jeremy Henricks works at
  Broadcom