As the Senior Service Designer at Allied Solutions I spearheaded the implementation and growth of the Service Design practice within the organization, where the discipline was previously nonexistent. I partnered with leadership and cross-functional teams to establish the value of Service Design in improving processes and customer experiences. I successfully introduced Service Design methodologies, frameworks, and best practices that became integral to the organization’s approach to innovation and transformation.• Led initiatives to redefine internal processes and enhance customer experiences by identifying pain points and aligning solutions with business goals and technological boundaries.• Translated complex Service Design concepts into actionable business outcomes and technical solutions, establishing relevant goals and KPIs to measure success.• Collaborated on project scoping for cost/benefit analysis, prioritization, and approval of Service Design efforts.• Facilitated Design Thinking and Service Design activities, including stakeholder interviews, collaboration sessions, ecosystem mapping, task analysis, service blueprinting, and field research.• Developed visual frameworks (e.g., journey maps, service blueprints, ecosystem maps) to clarify complex challenges and drive strategic decision-making.• Analyzed qualitative and quantitative data to generate insights and recommendations that informed project strategies and solutions.• Created and maintained detailed research plans, timelines, and deliverables to ensure on-time project execution.• Cultivated strong cross-functional relationships, providing leadership during strategy, ideation, and execution phases of large-scale change initiatives.• Advocated for Service Design methodologies, enhancing team capabilities and introducing innovative solutions to support business and technology teams.• Delivered measurable ROI through effective design solutions that balanced user needs with business objectives.

As a Service Designer with Edward Jones I played a critical role in realizing the firm’s goals to efficiently and effectively deliver world-class value to meet our client’s financial goals. I uncovered internal and external user needs to identify and improve processes using voice of the customer, user research, design thinking & Operational Excellence. I partnered with business, technology, risk, data and platform subject matter experts from across the firm to help define the product & service vision to deliver value that aligned with the firm’s strategic outcomes.• Facilitated alignment on new project initiative that had previously been swirling around ambiguity and scope. Lead workshops and stakeholder interviews to define and clarify scope, timeframe, and deliverables.• Facilitated the formation of a new durable squad focused on a future state onboarding experience for clients. Lead the process of forming team norms and agreements, agile ceremony cadence, and alignment on scope of work and deliverables.• Collaborated on research tasks, creating personas, and facilitating sponsor user sessions.• Produced research based service blueprints, journey and experience maps, and other deliverables during project engagement.• Consulted on the creation of an internal training platform for new to the firm system architecture mapping software.• Helped enable Service Design capabilities within the firm and define those capabilities and project engagement framework.

As a Business Analyst at Madison Performance Group, I have defined, refined, and driven to delivery a number of improvements and new features to our SaaS employee recognition platform. I have collaborated with a remote global team in the US and Ukraine to iteratively deploy projects in an Agile Scrum environment, including integration with 3rd party vendors, leading solution research and technical assessment meetings, and key contributions to improving our Agile processes.▪ Contributed to Agile process improvements for story writing and acceptance criteria, defining definition of done, and sprint retrospectives▪ Lead migration from local instance of Jira to cloud implementation▪ Conducted solution research meetings with Developers, DB Architects, and NetOps resources▪ Collaborated with development team of both on-shore and off-shore resources.▪ Created and maintained technical solution documentation, feature wireframes, mockups, and user guide documentation.▪ Assisted Scrum Masters with backlog grooming, story/bug prioritization, and project forecasting.

Bank of America Mobile ProjectI managed the development and production of a newly released mobile application for this global enterprise financial organization. The application was employee facing and provided a COVID-19 health screening module for returning to in-person work, access to company directory, MFA / Security Code generation, and product referral tools.• Collaborated cross-functionally with global team to develop and deploy application in multiple markets with market specific requirements (Canada, Ireland, UK, Hong Kong, Singapore, France, and Japan)• Refined and implemented new UX / UI changes across product for consistency and usability• Developed and implemented Agile process for new team, including Agile ceremony schedule, acceptance criteria and user story standards, and testing criteria• Collected and analyzed client’s business objectives, translated into requirements, created epics and user stories, and prioritized the backlog

As part of the Digital Experience BAUX team my primary role was to represent the customer in relation to our digital products. I lead the successful design, development, and launch of a new Digital Advice investment product. I collaborated cross-functionally with our teams to integrate new investment account servicing features into the existing banking platform through requirements gathering, analysis, solution design, UX design, prototyping and usability studies. • I developed the UX / UI design for the Digital Advice product and prototyped (using Sketch, InVision, and Omnigraffle), designed the process flow and customer journey map, and worked extensively with the in-house development team and 3rd party vendor to refine, launch, and iterate on the product.• Scaled new development team output to match / exceed the performance of existing mature teams through effective backlog and sprint management, and created epics and user stories for new feature development and implementation.• Continually socialized ideas and gained buy-in from stakeholders from multiple departments and levels in organization regarding new features and improvements to existing products.• Iteratively delivered ongoing new features and improvements through Agile / Scrum methodologies.• Ensured software SLAs and quality by partnering with QA and DevOps, assisting with test cases, UAT, regression testing, root cause analysis, deployment, change requests, and bug / hot fixes. • Developed and evangelized new company design language system with team, and regularly created wireframes, mockups, and prototypes for new products and features (web and mobile)

• Oversaw complete redesign of company web site, including all subsidiary companies. Planned migration from internal to external web hosting, backup and development strategies, new functionality implementation, SEO, and content marketing strategies. Liaison for company with external design firm.• Researched and identified cost savings opportunities for equipment, services, and vendor relationships.• Managed all company and subsidiary websites based on Wordpress CMS.• Created videos for internal and external use, including public relations, client and new business presentations, meetings, and web use. Shot all footage using a variety of techniques, cameras, and equipment. Edited using Adobe Premier and After Effects.• Interfaced regularly with Information Systems and Technology team utilizing IT experience and knowledge to aid in Marketing goals and to create and optimize Marketing tools.• Assisted in creating new business presentations• Daily use of Adobe Creative Cloud suite (Photoshop, In Design, Illustrator, Premier, Creative Cloud Libraries).• Created graphics and content for all company and subsidiary websites.• Copy writing for web content and physical collateral for Marketing, as well as presentations.• Created principle photography for internal and external use. Headshots of employees, on-site project photography, and events for Marketing purposes.• Planned and managed all equipment and technology needs for internal and external presentations and meetings.

Systems Analyst role that focuses on Active Directory and Microsoft Exchange, as well as day to day end user support, server, network and infrastructure support, and enterprise application support.Customer service is a key focus, as is thinking on your feet. No two days are the same. It is a fast pace and active environment. Constant opportunity to learn new technologies. • Active Directory • Exchange Administration (EMC)• Troubleshooting • Peripheral and Mobile Support• Direct Access implementation and support• Microsoft Lync administration• System Center Suite (SCCM, SCSM)• RODC and DFS distributed network

• Sourced technical and IT candidates for Fortune 100 companies• Performed pre-screening of candidates to identify technical and soft skill fit for IT and technical contract and full time positions• Worked with account reps and client hiring managers throughout interview process of candidates• Utilized thorough personal technical background in identifying and screening qualified candidates in roles spanning from DBA, Systems Analyst, System and Network Administration, Software and System Architecture, Help Desk, and additional roles

• Identified inefficient technology practices, and cost savings opportunities resulting in a $40,000+ annual cost savings by implementing new procedures and vendor / service relationships• Created and managed annual IT operating budget, focusing on eliminating overspending and contributing to company profitability, while addressing all technology needs• Planned, monitored, and implemented company IT infrastructure; Initiated, coordinated, and enforced systems, policies, and procedures• Performed system administration of mixed Mac OS X client, Windows Server 2003, 2008 R2, OS X Server, Linux, and virtualized Windows Server environment• Maintained organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies• Defined and implemented backup and disaster recovery procedures and plans• Performed systems analysis and end user support, resolving desktop / laptop issues, printer issues, server and permissions issues, network issues, email support, and more• Miscellaneous projects and assignments.

• Supported IT infrastructure, networks, servers, desktop / laptop support, printers, web, and software for Tulsa area businesses without in-house IT departments• Consulted Tulsa businesses on IT and technical needs and solutions• Performed server configuration and deployments, server migrations, physical to virtual ( P2V ) server migrations, and ongoing server monitoring and support• Supported end users on day-to-day basis resolving technical issues and focusing on customer service• Performed business analysis for clients, gathering business and functional requirements, designing technological solutions, and delivering and implementing technical systems• Supported Active Directory, Windows Server 2003 and 2008 R2, Hyper V, Windows XP, Windows 7, Exchange Server and Clients, DNS, DHCP, wired and wireless networks, various business software applications, server hardware, hardware setup and installation, intranet sites, various printers, etc. on a daily basis• Developed and cultivated new business; Identified prospective clients, set appointments, and ultimately closed new clients with long term service agreements• Clients included Philbrook Museum of Art, The Summit Club, Cubic, oil and gas companies, and area law firms amongst other prominent Tulsa businesses

Managed and expanded the multimedia presence and branding of Central Tech. How these objectives were met was through a concerted marketing strategy utilizing online and video media, showcasing programs and success stories, and tracking ROI and measurable statistics such as web analytics (Google), enrollment statistics, and more for effectiveness. Through consistent implementation of marketing, enrollment figures rose as well as continued and increased community and business partner support.• Designed and maintained organization website, based on Joomla CMS• Used PHP, MySQL, HTML, JavaScript, and CSS• Assisted with support of classroom computer labs, supporting end users in mixed Mac OS X and Windows environment• Deployed OS X Server for Multimedia program, integrated onto existing Windows served network

Web design / development, design for collateral material such as flyers, business cards, brochures, apparel, audio / video production.• Assisted business clients with technical support needs; Designed and developed web sites for business clients using WordPress, PHP, MySQL, HTML, and CSS• Supported small business clients in Tulsa area, performed business analysis, designed and implemented technical solutions; Supported end users and resolved technical issues

Part of original opening technical team and first external hire for Apple in Tulsa. Developed and fostered a functional team environment that directly correlated to superior performance within the company. Achievements include being consistently ranked top Tech Department of 200+ retail locations worldwide for customer service and satisfaction, repair turn around time, business and market growth, and in-house team utilization. Helped grow service business 150%+ year-over-year in 5 categories. Managed constant deadlines in regards to both repair and appointment queues. Mentored and trained current and new team members. Received top ratings in annual review for outstanding performance. Responsible for growth opportunities, projects, and expectations both internally and at the customer level, and delivered consistent win-win results with a focus on ‘getting to yes’. 
Mac OS X client / server Certified, Macintosh Hardware Technician Certified.• Consistently ranked top Tech Department of 200+ retail locations worldwide for customer service and satisfaction, repair turn around time, business and market growth, and in-house team utilization • Helped grow service business 150%+ year-over-year in 5 metric categories• Managed constant deadlines in regards to both repair and appointment queues• Mentored team members and earned the trust of customers and coworkers by offering guidance, knowledge, tips and training• Demonstrated strong problem solving and people skills• Maintained composure and customer focus while troubleshooting and solving technical issues• Diagnosed product issues on-the-spot, explaining situations in layman terms with patience and empathy