Ellen Walsh Email & Phone Number

Raleigh, Nc, Us

Remote

Raleigh-Durham, North Carolina Area

Maintain all aspects of running an independent sole proprietorship, including but not limited to website development and maintenance, logo and graphic design, content creation and copywriting, sales, marketing, customer support, and social media management

Raleigh-Durham-Chapel Hill Area

- Wrote FAQ and How-To content for service desk Confluence space and organized and maintained Confluence content- Created flexible and intuitive templates to assist Subject Matter Experts with drafting consistent technical documentation- Worked directly with engineers and experts to update and re-template documentation as needed- Spearheaded migration of key documentation from Microsoft Word based DMS to living knowledge base solutions such as Confluence and ServiceNow- Created Microsoft Teams space for Knowledge Management team; evangelized transition from Skype to Teams and assisted team members with technical and usage questions during the transition- Conducted deep-dive into critical middleware documentation comprising 500+ documents across 5+ platforms; located all instances of these documents; identified and eliminated content gaps; identified duplicate content, established which variations were the most accurate and up-to-date, and eliminated the conflicting copies; reorganized and consolidated remaining documentation into single easily navigable source

Remote

- Initiated complete overhaul of training/onboarding system and rewrote training materials for maximum scalability, including syllabi, quizzes, FAQs, tutorials, and workshop agendas- Led organization of incoming applicant pipeline, leading to dramatic increase of internal visibility and ease of hiring- Analyze, interview, and test writing applicants to recommend for hire- Coordinate other writing leads and mentors to assist with onboarding process

Remote

- Reviewed writing for quality control purposes- Provided clear written feedback with suggested changes to improve writing- Monitored and analyzed writers’ performance metrics to isolate and assist with potential areas of struggle- Was founding member of Writer Improvement Team to create assistance process for struggling writers- Supported writers and maintained contact and engagement with them in a fully distributed remote workplace- Launched a variety of morale-boosting activities to improve team dynamic and enthusiasm

Remote

Enchanter of the Month, Dec 2017- Researched client companies to understand their technical projects and goals- Studied candidates to understand their engineering capabilities and seek out commonalities between their past projects and clients’ current projects- Composed candidate outreaches on behalf of client companies, describing their projects in compelling ways and demonstrating an authentic comprehension of candidates’ interests and abilities

Raleigh-Durham, North Carolina Area

- Assisted customers with first-tier networking support of phone, internet, television, and related services- Assisted Onboarding Specialist with technical writing tasks and decision tree documentation- Reviewed agent-level ticket documentation for correct content and formatting

Raleigh-Durham, North Carolina Area

Supervisor of the Month, Feb. 2015- Assisted teams of approx. 15-20 advisors with handling technical support phone calls- Tracked, analyzed, reported on, and supported improvement of performance metrics- Created graphic job aids and presentations, and delivered adjunct training and assistance to advisors for technical ability and customer interaction skills- Conducted technical interviews to assess applicants’ essential computing skills

Raleigh-Durham, North Carolina Area

- Assisted customers with troubleshooting and diagnosing technical issues by phone- Assisted customers with obtaining software, support plans, mail-in repair service, and similar purchases- Logged incidents, created support cases, and registered customer contact information

Associate Of Arts - Aa

Activities and Societies: Wake Review (campus newsletter); theatrical productions (performing, backstage assistance, and directing)

Misc. College Prep Courses & General Credits

Activities and Societies: Campus newsletter, theatrical productions (performing and backstage assistance)

High School Diploma

Activities and Societies: Latin Language Club, The Muse (literary journal), theatrical productions

Education record

Activities and Societies: Write Club, Fencing Society, Nerf Wars