In this role, Mary Ellen creates a structure for support engineers to use when sharing knowledge on the Web, and analyzes customer accesses to this knowledge. Mary Ellen started working for IBM in 1986 in White Plains, NY, where she supported mainframe operating systems. After moving to New York's Hudson Valley in 1993, she developed technical documents and animation for mainframe systems, and tested cluster systems software. She joined IM Client Support in 2006. Mary Ellen received a B.S. degree in Computer Science from RIT in 1986, an M.S. degree in Technical Communication from RPI in 1997, and a graduate certificate in Interactive Multimedia from RIT in 2003.