Communication.
Collaboration.
Organization.
A strong communicator and collaborator, Pamela excels in working with subject matter experts, product owners, and leaders to identify and solve user-centered design problems. Her habit for highly organized and detail-oriented project management has made her an integral member of several large, highly visible projects with stakeholders of all leadership levels, giving her a reputation for comprehensive understanding, consistent reliability, and a friendly, helping demeanor.
Pamela truly shines in her excellent documentation skills. She is passionate about writing, editing, and clarifying training materials, internal notifications, and customer-facing content across multiple departments, using consistent language, voice, and tone. With experience in creating, editing, and publishing videos, photos, and visual graphics on various platforms, she uses multi-media content to create knowledge base articles that are inclusive of and accessible to users of all levels and learning styles.
Work Experience
INAP | Technical Writer, Analyst, & Supervisor, Business Operations
January 2022 – Present
- Maintain all previous duties listed in the Technical Writer & Analyst, Business Operations role listed below, as well as:
- Provide weekly in-depth reporting on ticket volume and workloads for INAP Technical Support and C-Level leadership using ServiceNOW, Cisco Unified Intelligence Center, Excel, and other reporting systems.
- Research, write, and submit data-driven business requirements regarding ServiceNOW ticketing, Salesforce integration, INblue customer portal, and Ubersmith contact management to Dev and IT teams on behalf of Customer Operations, Customer Sales & Success teams, and INAP customers.
- Serve on Change Advisory Board (CAB): provide approval of upcoming Changes and lead weekly company-wide CAB meeting,
- Hire, train, and oversee a remote team of Complaint Analysts based in Ukraine, and handle customer escalations as needed.
- Created improvement plan for DMCA, Port Scanning, and NCMEC-related complaint notification processes, resulting in a reduction of the backlogged complaints queue of over 40,000 cases to under 100 in 6 months.
INAP | Technical Writer & Analyst, Business Operations
May 2018 – Present
- Continuously evaluate the business processes of Technical Support and Customer Success via workflow observation, technical documentation review, and SME interviews. Document findings, analyze, and provide insightful report data with improvement recommendations to business leaders.
- Use written communication skills to develop, write, edit, and refine work instruction documents, SOPs, training materials, and courses for Technical Support employees, focusing on clear, concise, accessible language.
- Conduct training programs via teleconference, Microsoft Teams, and by traveling to various locations across the US for in-person sessions.
- Standardize procedures across the organization through tool transition projects: collect and organize the needs of product owners across departments; write corresponding user stories to provide to program managers, scrum masters, developers, and engineers; follow up on submitted requirements by scheduling and attending meetings; complete User Acceptance Testing; schedule deployment to Production sandboxes; and provide Build Verification Testing.
- Transitioned four separate teams as the sole trainer for each to a new case management tool with zero rollbacks, minimal customer interruption, and excellent adherence to new processes.
INAP | Service Desk Analyst
January 2016 – August 2018
- Acted as first point-of-contact for customers who required support in a fast-paced environment, prioritizing based on risk, impact, and urgency.
- Took on extra projects such as transitioning team training materials to Confluence; rewriting, refreshing, and creating new articles as needed.
- Deemed essential during a large organizational change, which required filling two roles at once during the transition period.
- Received a Rookie of the Year Award as voted on by C-Level management within first 12-months at INAP after having the highest case processing statistics on the team several months in a row.
- Asked to join a cross-functional business process improvement team that identified, measured, and reduced non-value steps in workflow processes, focusing on customer experience, quality, and consistency.
Education
Highline College
Associate of Arts, General Studies
Skills
- Advanced Technical Documentation Certification
- Microsoft Office: Word, Excel, PowerPoint, Outlook, and SharePoint
- Atlassian Confluence
- ServiceNOW Reporting, Ticketing, & Change Management
- Agile Methodologies
- Analytical and Problem-Solving
- Knowledgeable in Cloud, Data Center Colocation, and IP Networking Services
Pamela Glass 