Grew team from 3 to 10 active volunteers in 2 months;

Organized UX charter with 8 UX workstreams;

Helped launch website to support strategically significant pilot;

Worked with executive stakeholders and designers to plan and execute user research studies;

Qualitative methods: usability testing, SUS, SEQ, affinity diagramming, journey map, personas;

Researched, created, edited digital and physical accessibility articles; 

Presented with live demo at CSUN 40th Annual Assistive Technology Conference.

Supported website redesign through expert guidance, networking, and project management;

Recruited designers, website admins, and worked with non-profit consultants;

Created planning documents, tasklists, and research to guide the redesign;

Helped setup and run multiple accessible in-person events.

Collaborated as the lead product manager with UXR, UXD, UXE, and PM on user studies and the development of new UX products; 

Implemented UX analytics and improved configuration experience for new UX products;

Coordinated multiple user experience products from design to release, with enhancements; 

Created and maintained multiple product and project roadmaps, backlogs and test repositories; 

Coordinated with stakeholders, design, development and quality teams to drive UX improvements;

Provided feedback, data analysis, and documentation to support customer experience projects;

Coordinated UAT, multimedia user documentation, and regular releases for self-service portals.

Helped implement ServiceNow for ITSM, including multiple self-service portals;

Created curriculums for Incident, Knowledge, and Process Managment, taught 100+ ITS colleagues;

Managed Service Desk Lead tasks for a team of 6-10 agents, including creating knowledge bases, dashboards, and critical processes;

Supported enterprise accounts for 2500+ users + 75% first call close for ~1000 incidents/month.