Professional Work Experience
SUMMARY OF MAJOR SKILLS
I am the ultimate utility player with experience and expertise in many different areas (Updated 2024):
- 16 Years of Experience in Customer Service: Providing solutions and putting the customer first
- 11 Years of Experience in Technical Writing: User/provisioning guides, training programs, workflows, standards/processes, government bid responses, miscellaneous documentation as needed
- 11 Years of Experience in Process Improvement: Reviewing and documenting processes and suggesting/initiating improvements to those processes
- 11 Years of Experience in Project Management: Balancing constraints and stakeholder requirements to drive initiatives to completion
- 10 Years of Experience in Technical Support: Basic computer, cloud platform, and network troubleshooting; troubleshooting of VOIP systems, SaaS products, and employer products
- 4 years of Experience in Organizational Change Management: Communicating, promoting, and
helping manage major changes across a company - 2 Years of Experience in Marketing: Social media, blog writing, creation of materials, event planning, email campaigns, and list management
- 2 Year of Experience in Management: Directly supervising departmental processes and/or employees
Washington State Department of Corrections
February 2021 - Present
Current Job Title: IT Governance and OCM Administrator
Starting Job Title: Management Analyst 4 - IT Governance and OCM
IT Governance and OCM (Organizational Change Management) Administrator (July 2024-Present)
JOB OVERVIEW:
As the IT Governance and OCM (Organizational Change Management) Administrator, I support the implementation and maintenance of the enterprise-wide IT Governance Model and Process (ITGMP). The ITGMP manages how work is received, prioritized, and processed through the IT organization based on business priorities and the Agency's strategic direction.
I also support the organizational change management program for IT. I assist with content creation, coordinating stakeholder engagements, and manage communication channels. I help drive change throughout the Agency and influence other departments in the organization to succeed.
Management Analyst 4 - IT Governance and OCM (February 2021 - June 2024)
JOB OVERVIEW:
I worked to support the implementation and maintenance of the enterprise-wide IT governance model and process. I worked in conjunction with IT staff and leadership, department business units, and the IT Policy and Planning Senior/Specialist to ensure day to day operations of the IT governance model and process function efficiently, support process improvement efforts, and ensure compliance.
I was responsible for supporting the organizational change management program for IT by facilitating content creation, coordinating stakeholder engagements, and managing communication channels. I worked to help drive change throughout the Agency and influence other departments in the organization to succeed.
PROJECTS:
Starting Job Title: Management Analyst 4 - IT Governance and OCM
IT Governance and OCM (Organizational Change Management) Administrator (July 2024-Present)
JOB OVERVIEW:
As the IT Governance and OCM (Organizational Change Management) Administrator, I support the implementation and maintenance of the enterprise-wide IT Governance Model and Process (ITGMP). The ITGMP manages how work is received, prioritized, and processed through the IT organization based on business priorities and the Agency's strategic direction.
I also support the organizational change management program for IT. I assist with content creation, coordinating stakeholder engagements, and manage communication channels. I help drive change throughout the Agency and influence other departments in the organization to succeed.
Management Analyst 4 - IT Governance and OCM (February 2021 - June 2024)
JOB OVERVIEW:
I worked to support the implementation and maintenance of the enterprise-wide IT governance model and process. I worked in conjunction with IT staff and leadership, department business units, and the IT Policy and Planning Senior/Specialist to ensure day to day operations of the IT governance model and process function efficiently, support process improvement efforts, and ensure compliance.
I was responsible for supporting the organizational change management program for IT by facilitating content creation, coordinating stakeholder engagements, and managing communication channels. I worked to help drive change throughout the Agency and influence other departments in the organization to succeed.
PROJECTS:
- TECHNICAL WRITING
- Created and implemented NEO (New Employee Orientation) IT training
- This training is to teach new employees how to contact the IT Service Desk, including how to open help tickets.
- Designed and implemented the IT Help Center, a central location for all IT resources
- Became the ADA (Americans with Disabilities Act) compliance SME (subject matter expert) for the IT Governance Unit for documentation creation
- Created ADA compliance guide sheet
- Made existing documents ADA compliant
- Work to make all published documents ADA compliant
- Facilitating and tracking the updating of all helpdesk articles
- Created and implemented NEO (New Employee Orientation) IT training
- Co-created the SPIRIT (Safety, Positivity, Inclusiveness, Respect, Integrity, Trust) Committee, an informal committee for employees to recognize each other monthly for supporting DOC's values
GMI (Global Market Innovators)
August 2020 - February 2021
General Microsystems Inc. (below) was acquired and merged into GMI (Global Market Innovators) and I was kept on in a new role more fitting to my skillset.
Job Title: Technical/RFP Writer
JOB OVERVIEW:
TECHNICAL WRITING/PROJECT MANAGEMENT: I was responsible for writing and managing Requests for Proposals (RFPs) to solicit potential bids. Additionally, I was responsible for preparing, reviewing, revising, and maintaining various technical documents. I assisted marketing by writing blog posts, managing social media, and creating content.
PROJECTS:
Job Title: Technical/RFP Writer
JOB OVERVIEW:
TECHNICAL WRITING/PROJECT MANAGEMENT: I was responsible for writing and managing Requests for Proposals (RFPs) to solicit potential bids. Additionally, I was responsible for preparing, reviewing, revising, and maintaining various technical documents. I assisted marketing by writing blog posts, managing social media, and creating content.
PROJECTS:
- TECHNICAL WRITING/TRAINING
- I documented the new systems in preparation for training new employees.
- I developed new standards and processes for managing the RFP process, cutting down on the time it took to respond to proposals and streamlining the process so that less mistakes were made.
Toastmasters International Elected Positions
July 2023 - Present
November 2018 - June 2022
Position: Vice President, Public Relations, Once Upon a Time
Elected to Position On: July 1, 2023 - Present and November 26, 2018 - June 30, 2022
Position Responsibilities: Per Toastmasters.org: "As Vice President Public Relations (VPPR), [I am] responsible for coordinating an active public relations and publicity program in [my] club. By establishing and maintaining lines of communication between the club and its members, as well as between the club and the public, [I] will increase awareness of Toastmasters through local news and social media."
A full list of official responsibilities can be found HERE.
PROJECTS:
Position: Toastmasters Mentor
Volunteered to Mentor Starting On: July 1, 2022
As a Toastmasters mentor, I help one or more new members through their first speeches and help them learn how to be a Toastmaster. I support and guide them through their Toastmasters' journey.
Position: District 2, Area 44 Director
Elected to Position On: July 1, 2020 - June 30, 2021
Position Responsibilities: Per Toastmasters.org: "As area director, you serve a vital role in Toastmasters. Of all district leaders, you are the closest to clubs and members and are a direct link between them and the division and district. In your role as area director, you enhance your own communication and leadership skills while giving back to your community of Toastmasters. The invaluable experience you gain during your time as area director can prepare you for additional responsibility in Toastmasters leadership."
Additionally, I developed and delivered trainings each quarter to club officers. I trained incoming Vice Presidents, Public Relations.
Elected to Position On: July 1, 2023 - Present and November 26, 2018 - June 30, 2022
Position Responsibilities: Per Toastmasters.org: "As Vice President Public Relations (VPPR), [I am] responsible for coordinating an active public relations and publicity program in [my] club. By establishing and maintaining lines of communication between the club and its members, as well as between the club and the public, [I] will increase awareness of Toastmasters through local news and social media."
A full list of official responsibilities can be found HERE.
PROJECTS:
- MARKETING:
- Launched and maintain the club's social media channels, including posting regularly and creating content. All of our content can be found here.
- Updated and overhauled the club's online presence.
- Created marketing materials to promote the club.
Position: Toastmasters Mentor
Volunteered to Mentor Starting On: July 1, 2022
As a Toastmasters mentor, I help one or more new members through their first speeches and help them learn how to be a Toastmaster. I support and guide them through their Toastmasters' journey.
Position: District 2, Area 44 Director
Elected to Position On: July 1, 2020 - June 30, 2021
Position Responsibilities: Per Toastmasters.org: "As area director, you serve a vital role in Toastmasters. Of all district leaders, you are the closest to clubs and members and are a direct link between them and the division and district. In your role as area director, you enhance your own communication and leadership skills while giving back to your community of Toastmasters. The invaluable experience you gain during your time as area director can prepare you for additional responsibility in Toastmasters leadership."
Additionally, I developed and delivered trainings each quarter to club officers. I trained incoming Vice Presidents, Public Relations.
General Microsystems Inc. (GMI)
October 2017 - July 2020
Final Job Title: Marketing Communications and Systems Specialist
Starting Job Title: Client Services Manager
Marketing Communications and Systems Specialist (July 2019-July 2020):
JOB OVERVIEW:
MARKETING: I worked in the Marketing Department creating original content (blogs, images, newsletters, press releases, promotional materials, etc.) and managing GMI's social media platforms (Twitter, Facebook, and LinkedIn). I was responsible for keeping GMI's website and branding up-to-date and maintaining customer/prospect lists.
TECHNICAL SUPPORT: Additionally, I was responsible for managing GMI's CRM and ticketing systems (both Zoho), including creating reports and maintaining data integrity.
PROJECTS:
Client Services Manager (October 2017- July 2019):
JOB OVERVIEW:
I oversaw the order process and worked to improve it. My major responsibilities included the direct oversight of the daily sales order processes and the direct management of the employees who processed those orders.
PROJECTS:
Starting Job Title: Client Services Manager
Marketing Communications and Systems Specialist (July 2019-July 2020):
JOB OVERVIEW:
MARKETING: I worked in the Marketing Department creating original content (blogs, images, newsletters, press releases, promotional materials, etc.) and managing GMI's social media platforms (Twitter, Facebook, and LinkedIn). I was responsible for keeping GMI's website and branding up-to-date and maintaining customer/prospect lists.
TECHNICAL SUPPORT: Additionally, I was responsible for managing GMI's CRM and ticketing systems (both Zoho), including creating reports and maintaining data integrity.
PROJECTS:
- TECHNICAL SUPPORT:
- I created and managed GMI's first ever online catalog for the UW to be able to make purchases through their proprietary purchasing system. (This is the blog that I wrote about it: GMI Launches First Online Ordering Portal Dedicated to the UW.)
- I was a vital part of the team that launched General Microsystems' first ticketing system, replacing the tracking method I created as the Client Services Manager (which was my original intent when creating it).
- TECHNICAL WRITING:
- I created all of the training materials for the new ticketing system and trained team members on how to use it.
- MARKETING:
- I created, formatted, and worked with a team to write (first weekly) bi-weekly email campaigns during COVID-19 as well as created and pulled all reporting to support the sales team. Additionally, I created and managed the lists for the campaigns.
- I created custom graphics (see my Portfolio) for GMI to use in presentations, on their website, and in any collateral.
- I completely re-branded and overhauled GMI's social media platforms and usage, increasing interactions and follower counts
Client Services Manager (October 2017- July 2019):
JOB OVERVIEW:
I oversaw the order process and worked to improve it. My major responsibilities included the direct oversight of the daily sales order processes and the direct management of the employees who processed those orders.
PROJECTS:
- TECHNICAL WRITING:
- I created the first ever GMI Client Services Training Manual which included updating existing process documentation and creating new documentation for previously undocumented processes. This was to streamline new employee on-boarding and increase order entry precision.
- I continuously worked on updating and modernizing the internal order processing/billing system (Integra) and GMI’s internal processes to increase the speed and accuracy with which orders were processed.
- I implemented a new way to track orders, cutting down order follow up time by about 66%. (Originally, there was no formal tracking of orders.)
Rational Interaction (Microsoft Vendor)
September 2016-October 2017
Job Title: Microsoft Azure CXP Global Communications Manager
JOB OVERVIEW:
I worked with a team to manage the @AzureSupport Twitter handle and helped direct customers to the correct resources for all things Azure related. This included:
PROJECTS:
JOB OVERVIEW:
I worked with a team to manage the @AzureSupport Twitter handle and helped direct customers to the correct resources for all things Azure related. This included:
- Responding to customers tweets/direct messages requesting techincal support and
- Handling customer communications during Azure related events and incidents
PROJECTS:
- TECHNICAL WRITING:
- I created and headed the internal education program where I helped my teammates learn more about Azure/Microsoft products and basic cloud technology. This included selecting topics, creating training materials, and administering training/tests. The purpose of this project was to increase the speed in which customer issues were resolved, as well as help my teammates develop themselves professionally.
Green House Data
April 2015 - October 2016
FiberCloud (below) was acquired by Green House Data and I was kept on in my same role with additional duties.
Final Job Title: Client Service and Support Analyst
Starting Job Title: Service Coordinator
JOB OVERVIEW:
As a service coordinator, I primarily provided support for resellers/direct customers including:
As an analyst, the position had a heavy focus on metrics, analysis of data using different delivery tools, and the development and documentation of processes, both external and internal, to deliver an exceptional customer experience.
PROJECTS:
AWARDS RECEIVED:
Final Job Title: Client Service and Support Analyst
Starting Job Title: Service Coordinator
JOB OVERVIEW:
As a service coordinator, I primarily provided support for resellers/direct customers including:
- Troubleshooting of cloud products
- Management of SSL certs and domains
- Order processing
- Ticket management/event triage
- Implementation management
As an analyst, the position had a heavy focus on metrics, analysis of data using different delivery tools, and the development and documentation of processes, both external and internal, to deliver an exceptional customer experience.
- I developed the monthly ticketing metrics and created ad hoc reports from scratch to assist management with improving the overall customer experience
PROJECTS:
- TECHNICAL WRITING:
- I created customer guides for Green House Data products such as Back Up as a Service and VMWare Cloud Servers
- VAR Ordering: I streamlined and documented the process
- I created a new structure for the internal wiki in order to increase the speed and accuracy in which customer issues were resolved:
- Worked to migrate the old wiki to the new structure and created new rules/standards for articles
- Created new processes and templates for submitting articles to the wiki
- I created and performed training for the Global Service Center staff for:
- Handling incoming phone calls/customer support
- Handling outages
- Using internal provisioning systems
- Handling upset customers
- TECHNICAL SUPPORT:
- I worked to merge FiberCloud systems into Green House Data systems, including creating new standards and performing constant process improvement to make the merger successful and pain free for employees and customers.
- Worked on the billing migration from FiberCloud systems to Green House Data systems
- Worked on the Ticketing System Conversion project (merging FiberCloud's ticketing system with that of Green House Data), which included the following:
- Created new ticketing processes
- TECHNICAL WRITING: Trained users and created the training materials used
- TECHNICAL WRITING: Created new process workflows
- Created new ticketing processes
- I worked to merge FiberCloud systems into Green House Data systems, including creating new standards and performing constant process improvement to make the merger successful and pain free for employees and customers.
AWARDS RECEIVED:
- Received the 2015 Q4 "Golden Headset" Award for Outstanding Customer Service
- Each quarter, three awards are given to three different people within the company based on nominations by managers. In the fourth quarter of 2015, I received the award for outstanding customer service due to my ability to deescalate situations and provide excellent customer service.
FiberCloud, Inc (Purchased By Green House Data)
August 2013 - March 2015
Job Title: Channel Service Coordinator
JOB OVERVIEW:
Primarily supported FiberCloud's Channel/Partner customers. This included:
PROJECTS:
JOB OVERVIEW:
Primarily supported FiberCloud's Channel/Partner customers. This included:
- Troubleshot SaaS (Software as a Service) issues
- Ticket management/triage
- Documentation creation as needed (see below)
- Processed orders: coordinated migrations, provisioned products, processed order paperwork, opened work order tickets for Technical Operations team, billing
PROJECTS:
- TECHNICAL SUPPORT:
- Cloud Servers v2 (Citrix CloudStack) Implementation: Allowed Customers to Provision Their Own Virtual Machines
- I performed quality assurance of the interface/provisioning side.
- TECHNICAL WRITING: I created standards and repeatable processes for provisioning cloud servers.
- TECHNICAL WRITING: I wrote the various how-to guides for the rest of the team to use and trained my team on how to use the provisioning portal.
- FiberCloud Service Manager Upgrade (Cortex/CPSM):
- I performed use case testing (quality assurance) when the hosted services provisioning system was upgraded and redid all the provisioning/how-to guides to match the new system
- Cloud Servers v2 (Citrix CloudStack) Implementation: Allowed Customers to Provision Their Own Virtual Machines
- TECHNICAL WRITING:
- Knowledge Base (KB) Implementation: Sped up Customer Trouble Ticket Resolution Times
- I acted as a KB administrator. Duties included: answering questions, modifying templates, adding new wiki features. and administering process updates/training
- I created KB training deck and trained Client Services/Technical Operations team.
- I was responsible for updating the old workflows (Visio) and creating any new ones as needed
- Corporate Trainings Delivered:
- I created and administered the Knowledge Base training deck to staff.
- I created and administered the "Cloud Manager" training deck to Client Services staff.
- Knowledge Base (KB) Implementation: Sped up Customer Trouble Ticket Resolution Times
Companies that I worked at prior to 2013 may know me by my maiden name, Alexa Walter.
AccessLine Communications (Now Intermedia)
April 2013 - August 2013 (Contract)
Final Job Title: Technical Support Representative
Starting Job Title: Customer Service Representative
JOB OVERVIEW:
---EMPLOYED THROUGH CAMPUS POINT RECRUITING ON CONTRACT---
I consistently received positive customer surveys and either met or exceeded call center metrics. Click HERE to read some of the comments from actual customers that I worked with.
Starting Job Title: Customer Service Representative
JOB OVERVIEW:
- TECHNICAL SUPPORT: I troubleshot AccessLine VOIP phone systems and WAN/LAN networks for compatibility/quality issues with AccessLine products; customer ticket management/event triage
- I consistently met or exceeded the call center metrics
---EMPLOYED THROUGH CAMPUS POINT RECRUITING ON CONTRACT---
I consistently received positive customer surveys and either met or exceeded call center metrics. Click HERE to read some of the comments from actual customers that I worked with.
Haggen, Inc
August 2012-February 2013
Job Title: Service Desk Representative
JOB OVERVIEW:
I answered phone calls and emails from Haggen retail stores for technical support.
JOB OVERVIEW:
I answered phone calls and emails from Haggen retail stores for technical support.
- TECHNICAL SUPPORT: Troubleshot computers, printers, registers, and miscellaneous hardware/software
- Performed password resets
- Processed work order requests and dispatched technicians as needed
Windsor Health Group (Now WellCare)
June 2011-June 2012
Final Job Title: IT Service Delivery Temp
Starting Job Title: IT Service Delivery Intern
I started out as an intern for the summer and was kept on for an additional nine months as a temp.
JOB OVERVIEW:
My primary duties centered around creating documentation and supporting the IT Service Delivery and IT Security and Governance departments.
PROJECTS:
ADDITIONAL INFO: While working at Windsor Health Group, I had the unique experience of being able to personally interview executive professionals to get advice on success, life, and leadership. I spoke with the CIO, CFO, Chief of Staff, Head of HR for Munich RE of NA, Sr. VP of Strategy and Execution, VP of Marketing, and an Executive Assistant who works for four of the executives. I also arranged a meeting for the CEO to meet with all of the interns so that we could ask him questions and get valuable advice. I compiled and presented all of my findings to all of the interns and members of management.
Starting Job Title: IT Service Delivery Intern
I started out as an intern for the summer and was kept on for an additional nine months as a temp.
JOB OVERVIEW:
My primary duties centered around creating documentation and supporting the IT Service Delivery and IT Security and Governance departments.
PROJECTS:
- TECHNICAL WRITING:
- I created user guides for different systems, examples include documenting Serena (the internal change management software) and creating high-level user guides for the multiple new VOIP phones (see the my portfolio at AlexaMedhus.com/portfolio for these examples).
- I wrote corporate communications to be published on the corporate intranet
- I worked to update old standards to a new format for consistency.
- I then reviewed those standards with the different departments they applied to to bring them up to date.
- I worked on the RSA Archer Update, in which I:
- Collected vendor information and organized it in RSA Archer
- Assisted in the documentation of business continuity in RSA Archer
ADDITIONAL INFO: While working at Windsor Health Group, I had the unique experience of being able to personally interview executive professionals to get advice on success, life, and leadership. I spoke with the CIO, CFO, Chief of Staff, Head of HR for Munich RE of NA, Sr. VP of Strategy and Execution, VP of Marketing, and an Executive Assistant who works for four of the executives. I also arranged a meeting for the CEO to meet with all of the interns so that we could ask him questions and get valuable advice. I compiled and presented all of my findings to all of the interns and members of management.