Denise Heather

Knowledge Engineering Coordinator

Denise is the coordinator for the Knowledge Management program used by PepsiCo's Business+Information Solutions division. She has been in this role for 9 years. As the coordinator, Denise has responsibility for the day-to-day processes associated with maintaining the knowledge base, primarily used by the technical support center and related 2nd and 3rd level support teams.

Denise began her career with PepsiCo in 1996 as a helpdesk analyst. Three years later Denise was promoted to a lead for that helpdesk team. After 3 more years she moved into the Knowledge Engineering Coordinator role.

KMWorld 2011

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