Resume

1. Sarah Eshelman
LinkedIn: www.linkedin.com/in/saraheshelman
Phone: 336-414-2442 / E-Mail: SarahLEshelman@gmail.com
I’m a knowledge program manager, certified in Knowledge-Centered Service Practices v6 (KCS
Academy, December 2019) and Project Management (University of Washington, June 2020).
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 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)
§ Manage all knowledge base processes for F5 Silverline, F5’s Managed Security Services.
§ Managed design and implementation of KCS Program to global Security Analyst support team.
Rolled out in March 2020. Continue to manage, improve, and monitor this program.
§ Currently expanding the successful KCS Program to include Silverline Engineering and Shape
(acquisition by F5).
§ Worked with Product Management to improve customer onboarding -- including collecting
feedback on current processes, writing requirements to improve, and creating onboarding
videos (producing, filming, editing)
§ Completely overhauled customer-facing documents based on support team feedback.
§ Commonly originate and lead initiatives to collaborate across multiple departments.
§ Certified in KCS Practices v6 and Project Management
Freelance Writer & Video Producer/Editor
SarahEdits.com (Remote, 2008 – 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
Project Management Certification – University of Washington, June 2020
Certified in KCS Practices v6 – KCS Academy, Dec 2019
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