Sheila Albertelli

• Led the migration of 300,000+ Digital identities, profiles, and legacy content from ForgeRock Discourse to Ping Salesforce Community during the ForgeRock-Ping merger, ensuring data integrity and continuity.
• Partnered with IS to programmatically extract and validate data, perform UAT, and resolve post-migration account and profile issues, minimizing user disruption.
• Managed legacy systems for both ForgeRock and Ping simultaneously, ensuring uninterrupted access to community assets and a seamless user experience.
• Implemented and managed community programs, including a Best Answer initiative, ensuring all forum questions received high-quality responses and reducing unanswered backlog to zero.
• Improved search results and discoverability, making it easier for users to find solutions to similar issues, contributing to increased ticket deflection and self-service adoption.
• Achieved and maintained a successful self-service rate, the highest among all support channels (KB & Support Assisted).
• Introduced and managed a blogging program, collaborating with SMEs and developers to deliver dynamic content, including video demos, screenshots, and code snippets. Assisted in turning draft submissions into publish-ready material for all skill levels.
• Oversaw UI refresh and navigation improvements, enhancing user experience and engagement.
• Co-led webinar logistics, identifying high-demand topics, selecting hosts, and coordinating SMEs to drive engagement and ensure seamless delivery.
• Partnered with cross-functional teams and stakeholders to prioritize enhancements based on metrics, surveys, and community feedback.

● Built two ForgeRock community platforms from the ground up.

● Maintains a strong sense of ownership and accountability with a commitment to delivering quality outcomes that balance technical and business goals.

● Solves problems for the teams by taking the initiative and being resourceful.

● Manages relationships with HL and BackStage, internal stakeholders, and cross-functional teams.

● Comes to the table with a broad knowledge base around web management, web-based and digital products, knowledge management, and ForgeRock products and services.

● Sets clear expectations, prioritizes activities, and follows through to completion.

● Creates a technical roadmap. Actively and consistently supports all efforts to simplify and enhance the user/developer experience.

● Manages site quality assurance, optimization, and troubleshooting, with an emphasis on continuous improvement.

● Track and drive enhancements to completion through Jira projects.

● Develops a high-performing platform and organization by creating and fostering an iterative and continuously-improving environment.

● Ensures a high degree of cross-functional communication and participation in line with product planning, deployment, and support to meet company objectives.

● Maintains a deep knowledge of platform and products responsible for, including components, custom integrations, architecture, and troubleshooting practices.

● Prepares reports with qualitative and quantitative data, insights, and analytics to communicate trends and value of community to stakeholders.

● Responds to and resolves all escalated issues raised by internal and external customers, ensuring processes are in place to mitigate future escalations and potential risks.

● Website blueprint, roadmap, and strategy including SEO/search, site optimization, sub-communities, moderation, and administration.

Developer Relations/User Advocacy

● Improve and standardize the developer experience for internal infrastructure stack, and educate developers (technical users) on best practices for effective building, testing, and releasing.

● Collaborate with distributed teams to improve content by conveying feedback from developers, customers, CSM, SE’s, and TC’s, reviewing and contributing to product design, reviewing API designs, and testing new features.

● Review and reproduce issues.

● Use predictive analytics and customer touch points to drive developer relations strategy, predict pain points and trends, prioritize assets in the content creation pipeline.

● Performs risk and liability analyses on all technical content and knowledge assets.

● Create and implement content management and knowledge curation strategy to address supported and unsupported user needs.

● Creates content and assets that fix problems that are affecting our community members (customers, internal and external developers, partners, and other user groups), and increase their productivity and success.

● Provides continuous support for stakeholder integrations, fix issues, improve UX, and solve problems at scale.

● Advocate for technical staff, customers, internal and external developers, and user groups.

● Cultivates a community of customers, developers, partners, and other user groups.

● Collaborates with CTO Office to gather competitor research and information as well as stays on top of new and emerging technologies.

● Synthesizes this research and information and creates informative, highly usable content and knowledge assets for the community. Prioritizes this content according to internal/external customer trends, pain points, blockers, and other potential issues with existing and desired product features. Ensures immediate and/or timely delivery of these assets.

• Designed, planned, and managed the ForgeRock Knowledge Base (KB), CMS, and integrated ticketing system, including workflow design, oversight, article review, publishing, QA, and metrics tracking to ensure timely, accurate, and accessible content.
• Managed the distribution of work to technical writers and reviewers, ensuring alignment with content priorities, currency and quality standards.
• Managed the content, accuracy, and delivery of reporting, providing insights on usage, trends, and impact to stakeholders.
• Provided input and direction to enhance collaboration tools, seamlessly integrating them with the KB for both external and internal users.
• Served as final reviewer, editor, and publisher for all KB articles, creating, editing, and publishing high-value technical content, while also producing internal process documentation.
• Acted as an advocate for the KB, proactively promoting its benefits to customers and internal users, gathering and processing community feedback to drive continuous improvement.
• Responsible for training and documentation on KB usage, including conducting orientation sessions and creating promotional material to ensure adoption and effective use.
• Captured unstructured knowledge from support cases, transforming it into structured solution articles and training materials to drive ticket deflection, reduced TTR, and improved customer self-service experience.
• Monitored KB usage, ticketing queues, and content gaps, identifying trends, recurring issues, and high-impact pain points to guide strategic delivery of knowledge solutions.
• Analyzed search behavior and keyword usage, optimizing content for SEO, searchability, and user experience, including synonym mapping to improve article ranking and visibility.
• Oversaw KB workflows, processes, and tools, implementing enhancements to improve efficiency, content quality, and engineer/customer experience.
• Tracked and drove platform improvements using Jira and Agile methodologies, collaborating with the Backstage Developer and IT teams to align enhancements with business priorities.
• Collaborated cross-functionally with SEs, TCs, PMs, developers, legal teams, and partners to ensure technical accuracy, relevance, and adherence to standards.
• Directed content strategy, long-term KB roadmap, and public search strategy, leveraging Google Analytics and SEO insights to increase traffic, participation, and knowledge impact.
• Delivered regular updates and insights on KB metrics, trends, and performance to stakeholders through bi-weekly, quarterly, and VP flow-down meetings, enabling organization-wide knowledge sharing.
• Acting Technical Support Duty Manager – Managed support ticket queues and escalations
• Coordinated across Support Engineers, TCs, and Product teams to resolve critical customer issues efficiently
• Oversaw 24-hour shift handoffs, providing seamless continuity of support and ensuring no critical issues were missed
• Acted as the primary escalation point for urgent customer or internal issues, making decisions to prioritize and reassign tickets

• Provided advanced post-sales support for global enterprise customers across ForgeRock’s Identity & Access Management (IAM) product suite, including complex multi-environment troubleshooting, root cause analysis, log review, and debugging.
• Acted as an escalation point for critical, complex customer issues, performing advanced technical troubleshooting and analysis across multiple environments.
• Planned and drove the migration from the ForgeRock Wiki to a full KB solution, designing workflows and processes to improve content accessibility, searchability, and knowledge reuse.
• Served as primary Knowledge Base Lead, creating, editing, and publishing high-value KB articles, ensuring technical accuracy, editorial consistency, and SEO optimization.
• Developed and delivered training sessions and mentoring programs for Support Engineers, Consultants, and internal teams on KB tools, processes, workflows, and best practices.
• Partnered with Product and Engineering teams to identify recurring issues, log defects, and provide feedback for product improvements and patch releases.
• Designed and maintained workflows to integrate new product knowledge into Support and Sustaining processes, ensuring smooth adoption and consistent delivery of support services.
• Acting Technical Support Duty Manager.
• Led cross-functional teams to enhance product reliability and reduce defect rates.
• Mentored junior engineers, fostering professional growth and technical expertise.

• Provided end-to-end technical support for SSO and IAM solutions across multi-platform environments, reproducing and resolving complex customer issues using APIs, IDEs, log analysis, stack trace review, and proprietary troubleshooting tools.
• Lead the migration from Sun Solve KB to Oracle KB, designing and implementing new Oracle KB and Ticket UI workflows to improve content accessibility, consistency, and self-service adoption.
• Served as primary knowledge lead, Authoring articles, overseeing contributor teams for IAM product content, training them on KCS tools and best practices, and performing editorial reviews to ensure technical accuracy, content currency, and compliance with risk standards.
• Created structured knowledge assets to provide clear, actionable guidance for internal and external users, improving ticket deflection, accelerating case resolution, and promoting self-service efficiency.
• Managed KB metrics and workflows using Agile processes, collaborating with cross-functional teams to capture recurring issues, identify trends, and optimize content to reduce repeat ticketing, enhance support efficiency and improve Self Service UX.

• Built and optimized a 2,500-user LAN/WAN environment, achieving 99.9% uptime, leading a major network upgrade, and strengthening security and reliability.
• Delivered measurable business results: IT solutions accelerated loan servicing bids by 45%, shortened the sales cycle by 50%, and increased cash collections by 35%.
• Promoted to Project Lead, reporting to the CEO, to plan and execute enterprise-wide software, hardware, and system implementations—meeting deadlines, cost targets, and training objectives.
• Built and deployed new LAN/WAN infrastructure, including Cisco routers, 3COM hubs, multiplex switches, and Compaq Reliant servers and storage arrays.
• Installed and configured client/server financial applications, enabling secure transaction processing with IBM mainframes in the vendor’s WAN.
• Designed and delivered enterprise-wide UAT manuals and training programs, preparing business units for application testing, adoption, and process readiness.
• Authored enterprise application desktop training manuals, tailored to business unit workflows and UI functions, improving usability and efficiency across the bank.
• Delivered cost-benefit analyses and ROI assessments for senior management; translated business needs into technical terms and developed detailed work breakdown structures (WBS).
• Resolved critical issues including Y2K readiness and disaster recovery, aligning business and end-user needs to implement sustainable solutions.