Experience

I am a passionate user experience leader with over 15 years in industry; having assumed roles that span all facets of the UX spectrum from usability analyst to managing a team of UX professionals. I bring a positive attitude that is backed by a well-rounded track record of success.  I have had the pleasure of managing UX practices at multiple companies; most recently I was responsible for defining the UX program at Syniverse, transforming the culture from an engineering first to a user-centered design mentality.  In addition to overseeing simultaneous, cross-platform initiatives, I managed 3rd party vendors, contracts, and worked as a product owner/manager for the company’s Portal.

I enjoy working in a challenging environment where I can elevate the user experience culture while delivering industry changing products.

 

2011 – Present — Syniverse Technologies: Technology Manager, UX/Architecture

Launched and currently managing the user experience practice at Syniverse, which supports over 50 applications across their business portfolio.  In addition to establishing and leading the overall program, I participate directly in projects as a product owner for all Portals (internal/external) while also assuming responsibilities of UI/Interaction design, information architecture, usability evaluations, and end user research.

  • Defined the UX involvement model as the company transitioned from waterfall to SAF/Agile. Spearheaded the UX process in the Partner Management project, which was the company’s proof of concept transition to agile using SAF.  This train incorporated five products, with similar portfolio objectives – the first time multiple products were developed using a new framework, user-centered design methodology, and in an agile manner…all accessible through the next generation company Portal
  • Drafted the company’s UX vision and principles, which outline the user centered design process as it fits in this Syniverse culture for lean and agile UX practices throughout Syniverse
  • Focused functionality delivery via a task based navigation vs product-centric navigation
  • Delivered seamless integration across applications; this enabled intuitive exploration by removing the visible boundaries of our business to help users better manage their tasks
  • Lead the company’s transition from varying legacy development frameworks to a consistent UX, using a modern set of technology choices (HTML5, CSS3, Angular, Bootstrap) and responsive standards
  • Assumed UX and Product Owner responsibilities for the Syniverse Portal
  • Managed vendor relationships regarding UX services
  • Designed both the customer facing and enterprise views of a location based shopping/discount mobile application, including campaign management functionality
  • Participated in integration efforts during acquisitions; primary responsibilities involved weighing the pros/cons of competing solutions to determine which features should move forward, which should be consolidated and which should be sunset
  • Championed the Syniverse 360 Program – This program was an additional stream for end-users to provide input and offer development teams access to end-users
  • Authored UI standards to ensure consistency among product organizations and technologies
  • Evaluated and designed operational intelligence interfaces to improve information delivery through effective and useful dashboards. Utilized modern dashboard packages (OBIEE/Micro Strategy) to create widely consumable templates that were adopted across many customers with similar roles
  • Drove the removal of reporting as a task or deliverable; focused on the display of actionable intelligence users need to make informed decisions
2008 – 2011 — Convergys: Senior Manager
  • Managed both the Human Factors and Business Analyst teams – primary responsibilities encompassed UX strategy for Convergys, resource planning, and recruiting
  • Coordinated and directed all phases of project-based efforts while managing, motivating, and leading project teams
  • Implemented innovative HF initiatives that enhanced product quality, amplified awareness of HF services throughout the company, and increased collaboration between diverse teams
  • Prepared project proposals and client discussions, assisted with project planning, organized client workshops/meetings/conferences
2002 – 2008 Specialist, Human Factors
  • Planned and executed multiple UI consulting projects that analyzed contact center UI and process inefficiencies, defined the business impacts and provided actionable recommendations
  • Pioneered the UX partner program – a program that ensures clients and their users are closely involved in the overall software development lifecycle
  • Lead HF UI design efforts that gathered user profiles, user requirements definition, system requirements definition, UI design, and usability testing
  • Utilized user-centered design methodology to design, develop, and maintain UI specifications in support of complex business processes, both for Web and thick-client applications
  • Established usability testing procedures, leading the execution of many usability activities utilizing various methods; formal lab testing, heuristic reviews, task analysis, and collaborative design

Education

Florida State University: Master of Science, Information Studies, Emphasis in Human-Computer Interaction (2001)

Florida State University: Bachelor of Science, Information Studies, Emphasis in Usability Testing (1999)

Technical Experience

Windows, Mac OS

PhotoShop, Dreamweaver,  Axure

Limited experience with: C/C++, Visual Basic, HTML5, CSS3, and Java Script

International Travel

Bahamas, Barbados, Canada, China, Mexico, Great Britain, Scotland, Ireland, France, Germany, Italy, Spain, Czech Republic, Switzerland, Turkey, Belgium, Luxembourg,  Netherlands, Portugal, Panama, St. Lucia

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