Adam Reich

Past

Technical Support Specialist Global Business Services - Learning & Knowledge at IBM
KnowledgeView Specifications Project Manager Global Business Services - Learning & Knowledge at IBM
Knowledge Management Specialist Business Consulting Services - Institute for Business Value at IBM

Knowledge Management Specialist at Mainspring

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Education

Ithaca College
West Essex High School

Recommended

10 people have recommended Adam

Connections

338 connections

Industry

Information Technology and Services

Websites

Adam Reich’s Summary

Adam Reich has nine years of knowledge management, application development, deployment, support, and collaborative tool experience.

Adam is a Technical Support Specialist for the Global Business Services. He provides technical support for a complex, global knowledge sharing application that has a function point count of more than 10,000 and a user base of approximately 123,000 registrants. Adam acts as a SME on all functionalities of the application (end user, content manager, IP Law reviewer, administrators) and investigates and responds to issues ranging from user understanding and data errors to software bugs and server failures.

He uses his detailed understanding of KV to help develop new requirements and functionality for new releases and is a key UAT resource for the testing program for all releases. As a member of the three person team, Adam works with users who include consultants, managers and senior executives across all geos. He has been a key member of the team supporting the transformation of KnowledgeView from a Notes Domino application to a Websphere Portal application, with involvement in user support and education, testing, evaluation and rollout. He is part of the global Learning & Knowledge organization and is on the global Knowledge Sharing team that supports taxonomy management, content harvesting and packaging, content lifecycle management and community building.

Adam leads technical support for the Community Building program and is the KS Solutions SME for the KV mail-enabled discussion functionality. He volunteered to be part of a major joint project on collaboration tools, where he has provided significant input and recommendations on collaborative technologies. Adam has also worked on the Virtual Working Package Advisory team, a project that had executive sponsorship from Amy Wright, VP - GBS Americas Human Resources Leader.

Adam Reich’s Specialties:

Analyze and implement software solutions
Troubleshooting and problem resolution
Software Testing
WebSphere Applications
Software development lifecycle
Support Processes
Change management
Relationship management
Notes/Domino and Sametime Solutions
Quickplace/Quickr Solutions
Blogs, Wikis, Dogear and Lotus connections
Knowledge Management Strategy
Virtual Teaming
Collaborative computing applications

Adam Reich’s Experience

Technical Support Specialist Global Business Services - Learning & Knowledge

IBM

(Public Company; IBM; Information Technology and Services industry)

2004 — 2009 (5 years )

Provides technical support for KnowledgeView, a complex, global knowledge sharing application that has a function point count of more than 10,000 and a user base of approximately 123,000 registrants.

* Work with the user community to identify and resolve technical issues; prioritize issue resolution and manage end-user expectations for the application
* Manage collaborative tools and team spaces for internal clients located around the world
* Lead technical support for data migration tool
* Maintain and improve the Knowledge Management support process by prioritizing issues and measuring compliance with service level agreement expectations
* Train new members of the KnowledgeView support team
* Currently supporting a concept pilot focusing on social tagging principles as a means to organize and retrieve content
KnowledgeView Specifications Project Manager Global Business Services - Learning & Knowledge

IBM

(Public Company; 10,001 or more employees; IBM; Information Technology and Services industry)

2003 — 2004 (1 year )

Led the effort to create technical and end-user support documentation for KnowledgeView.

* Managed technical documentation and developed technical specifications
* Wrote and executed test cases and use cases; managed a sub-team to create additional test cases
* Worked clients to define development requirements; managed process using Rational RequisitePro
* Created and maintained all end-user help documentation
Knowledge Management Specialist Business Consulting Services - Institute for Business Value

IBM

(Public Company; 10,001 or more employees; IBM; Information Technology and Services industry)

2001 — 2003 (2 years )

Tracked and managed usage of information services as part of the information resource team.

* Led the testing and documentation for deployment of a Websphere portal and Notes database
* Worked with global teams to roll out, populate, and update a Websphere portal and databases; trained and registered new members
* Launched multiple QuickPlaces, and administered client and internal case teams
* Trained new hires and teams acquired through acquisitions
Knowledge Management Specialist

Mainspring

(Public Company; 201-500 employees; MSPR; Management Consulting industry)

2000 — 2001 (1 year )

Worked on the Knowledge Management team at an internet consulting firm that was acquired by IBM.
Responsible for knowledge harvesting, new entrant training, subscription services password management, Quickplace administration and managing technical support for the team.

Adam Reich’s Education

Ithaca College

1987 — 1991
West Essex High School

Additional Information

Adam Reich’s Websites:

Adam Reich’s Interests:

social computing, social networking, web2.0, collaboration tools, emerging technologies, knowledge management, knowledge sharing, virtual working, user support

Adam Reich’s Groups:

The Greater IBM Connection: IBM's alumni program for past and present IBM employees
Helping Friends Career Network (LI2HF)
Lotus Notes and Domino
Web 2.0
Virtual Networker Society
Personal Branding Network
Lotus Professionals (3500+ Members)
LinkedPHPers - The Largest PHP Group
Knowledge Management Experts
IBM co/ex workers independent group
IBMers
KM Practitioners
Social Media Today
Social Media Marketing
Ithaca College Alumni Group
Lotus Notes/Domino Technologies
PDA & Smartphone Support Professionals
Lotus Software Users Group
Communities of Practice
Community 2.0
Knowledge Managers
Tweeters
The Talent Buzz
IBM Virtual Universe Community
Enterprise 2.0 Group
VisualCV
Linked Asheville
Plurk-in
FEDERAL BIZ Network - Government Stimulus Teaming Jobs PMI Consulting Funding Sales Opportunities
Web2forDev - Participatory Web 2.0 for Development
The Braintrust: Knowledge Management Group
Social Media Club
Social Network Analysis (www.degreeCentrality.com)
Mainspring Alumni
Fans of Digsby
Online Community Manager
The Lotusphere community
Social Media Pros
IBM Enterprise Content Management
JobAngels
VisualCV Job Assistant
infoBOOM! Must-know people, ideas and opinions for mid-sized business
Blue No More
Social Scouts
e426.org
TweetMyJOBS.com
Linked Local in Asheville, NC
The Enterprise Technology Convergence Council