Sarah Eshelman is a knowledge program manager certified in Knowledge-Centered Service (KCS) practices and an experienced project manager with a background in content creation. She has managed KCS implementation at F5 Networks and led initiatives across departments. Previously she worked as a freelance writer, video producer, and technical writer for companies such as The Home Depot, LifeSize, and Genesys, developing documentation, training programs, and marketing materials. Eshelman is skilled in project management, team leadership, and connecting with people.

1. Sarah Eshelman
LinkedIn: www.linkedin.com/in/saraheshelman / Video & Writing Portfolio: www.sarahedits.com
Phone: 336-414-2442 / E-Mail: SarahLEshelman@gmail.com
I’m a knowledge program manager certified in Knowledge-Centered Service (KCS) Practices v6,
and an experienced project manager. I love to lead and empower great teams -- Sell them a strong
vision, then collaborate with them to fulfill that vision. I believe that strong community and personal
empowerment go hand-in-hand. I also have a strong content creation background. I worked as a video
producer and writer for many years, before shifting into technical writing, product documentation and
leading KCS rollout programs. I’ve also founded 4 successful Meetup groups. I’m creative, organized,
and love connecting with people!
Experience
KCS Program Manager
F5 Networks (Seattle, Jan 2019 – Present)
§ Certified in KCS Practices v6
§ Manage all knowledge base processes for Silverline, an incubator within F5 Networks.
§ Managed design and implementation of Knowledge-Centered Services (KCS) to global Security
Engineer support team in 3 locations. Rolled out to entire team in March 2020.
§ Collected requirements for project to improve onboarding customer experience. Working with
Product Management to tackle this major issue, including creating onboarding videos and
integrating multiple technical solutions.
§ Completely overhauled customer-facing documents based on support team feedback.
§ Commonly originate and lead initiatives to collaborate across multiple departments.
Freelance Writer & Video Producer/Editor
SarahEdits.com (Austin, 2008 – Seattle, Present)
§ Manage clients & contractors, and complete each project to the client's requirements.
§ Video Editor: My favorite and strongest skill. I work with Adobe Creative Suite.
§ Video Producer: Creative & logistical plan, Schedule, Budget, Manage/hire cast & crew
§ Director: Manage production and contribute as needed -- Direct, Camera, Sound, Lighting,
§ Writer: Website copy, Blogs, Press Releases, White Papers, Scripts for Marketing & Training videos
§ Past Clients: Polycom, Hyatt, The Home Depot, Bigcommerce, Genesys, Atlas Copco, GO SMILE,
Climbtech, TX Reg XIII Education Services Center, Danger Dog Films, Making Cosmetics
Documentation Specialist
Learning & Development Researcher
New Alchemy, Blockchain Advisory Services (Seattle, Nov 2017 – Oct 2018)
§ Documented and assisted in the development of internal processes for the entire company.
§ Led internal effort to evaluate project management tools for cross-team collaboration.
§ Quickly learned new technical concepts and communicated how they integrated with our
clients’ wide range of industries. Contributed advice and feedback during client meetings.
§ Wrote content for our clients, including white papers and investor pitch decks.
§ Promoted in July to the Research team to develop internal training. Assisted team manager in
creating project plans, organizing priorities and assigning tasks, getting cross-company buy-in to
team initiatives, and writing SOWs for Sales team.

2. 2
Technical Writer & Video Producer
BlackLocus, The Home Depot Innovation Lab (Austin, Jan 2016 – Seattle, Nov 2017)
§ Wrote and maintained the user guide in Atlassian Confluence for The Home Depot internal
pricing tool, as well as internal process documentation for the BlackLocus Support team.
§ Created training and promotional videos for internal tools.
§ Designed quarterly newsletter to bring recognition to BlackLocus within The Home Depot.
§ Collaborated with product managers, engineers, UX designers, and support team.
Training Video Program Consultant
Genesys (San Francisco, 2013-2014)
§ Built their on-demand video training program
§ Managed dispersed team, established processes, and set up studio
§ Produced/filmed/edited their first four courses
§ Worked closely with instructors to ensure course content accuracy.
Training Video Program Manager
LifeSize, A division of Logitech (Austin, 2011 – 2013)
§ Developed curriculum & content for training videos (for users, technical admins, sales & support)
§ Wrote scripts based on tech documentation, talks with internal experts, and hands-on learning.
§ Owned complete filming process: scheduling, production, editing, review, publishing.
§ Actively sourced cross-departmental knowledge.
§ Additional roles on team: Coordinated move to Google Drive, and assisted with POs/Billings.
Marketing Video & Social Media Program Manager
LifeSize, A division of Logitech (Austin, 2009 - 2011)
§ Built from scratch the video program and social media program.
§ Produced/edited customer testimonials, executive announcements, and tradeshow summaries.
§ Produced documentary about LifeSize for announcement of acquisition by Logitech (Nov 2009).
§ Learned HTML/CSS to manage website’s video gallery.
§ Represented company on social media from major trade shows.
§ Promoted from part-time intern to full-time salaried after 6 months.
Education
Certified in KCS Practices v6 – KCS Academy, Dec 2019
Certified Barre Teacher – Bohemian Studios, Jul 2017
Certified Yoga Teacher RYT 200 hours – Bohemian Studios, Apr 2017
Certified UX Designer - CareerFoundry, Jul 2015 – Feb 2016
Certified Scrum Product Owner - Scrum Alliance, 2015-2017
BA in English (Research & Composition) - University of Texas – Austin, 2005 – 2009
BS in Film (Specialization: Editing) - University of Texas – Austin, 2005 – 2009