• Developed first-in-class collateral in the form of slideware, PDF one-pagers, emails, blogs, and e-community postings, strengthening sellers’ understanding of available solutions.• Coordinated and moderated webinars designed to provide live solutions demos to sellers.• Created internal e-community presence for our larger team and provided instruction. • Launched email campaigns directed at sellers of our solutions. Drove average success metrics of 27.1% Open Rate and 3.5% Clickthrough Rate (industry average 17.9% and 2.7% respectively).

• Supported various Product Managers on the team by assisting with updates to collateral web pages and specific collateral pieces.• Worked with SMEs to create and maintain services collateral used by sellers who engage directly with customers and partners.• Led the migration of 20+ communities between Jive and IBM Connections, focusing on visual design and efficient collateral organization. Worked with each community owner to ensure awareness of timelines and that team needs were met.

• Created graphic concepts to strengthen how high-value services are communicated to sellers and other audiences; upgraded designs used across collateral and web pages.• Led an initiative to ascertain effectiveness of team collateral – including consulting directly with Offer Specialists and Services Sellers.• Gathered and analyzed internal metrics for team collateral to isolate low performers and spur action to assure relevance to sellers.• Created and published Cisco.com Support “at a glance” sheets to help customers take advantage of self-solve applications.• Maintained the award-winning Cisco.com Support Highlights carousel, digital support YouTube channel, and Cisco.com Awards Wall. • Edited copy and created design concepts for industry award submissions spanning TSIA, ASP, ABA, IBA, and WebAwards – helping Cisco Services win an average 10 per year.• Helped organize Cisco Digital Support participation in events such as Cisco Live!, which introduced customers to new applications and secured their feedback.• Assisted in coordinating J.D. Power certification audits, which helped Cisco win a record 11 Support Services certifications. • Performed copy and design work for major collateral, internal pages, and newsletter articles spanning spotlight services offerings.• Documented “best practices” for the above to assure wider replication and efficiencies.• Gathered and scrubbed metrics to track and augment Cisco.com Support “How to Buy” placements, which doubled Sales-Qualified Lead dollars in one year.

• Acted as project manager on a number of internal tools, leveraging data and analytics to make business decisions and report results up to the executive level. • Led a project that streamlined the service creation process for the advanced analytics team across many areas and touchpoints.• Managed a cross-functional project and related tools: Coordinated enhancement updates, analyzed metrics and reported results to executives, led the quarterly ZBL User Forum, and identified opportunities for process efficiencies.• Owned the Most Requested Documents (MRD) project: Developed a system for pulling popular technical document data and updating relevant series pages accordingly. Reduced overall completion time by 65%.• Built and maintained project pages in Confluence.

• Managed projects for Cisco and other clients.• Worked as a high-level editor and copyeditor for documentation from diverse teams.• Edited and submitted articles, managed internal and external web page content, and honed award submissions and accompanying graphics.• Edited and published external Cisco technical documentation – including Field Notice and Security Advisories – and updated key web pages.• Edited external-facing slide and media presentations for clarity, content, and adherence to Cisco style and standards.• Administered and edited an external e-publication: Gathered content from subject matter experts, tested the newsletter, analyzed and shared success metrics, updated formats accordingly, regularly reported status to Cisco management, and responded to subscribers’ inquiries.