• Collaboratively partnered with product managers, engineers, and other stakeholders to align UX strategy, product vision, and business objectives.• Addressed pain points, boosted efficiency and satisfaction for IT service management solutions, including incident, work order, service request, service catalog, product catalog, problem, knowledge, change, discovery, configuration, release, and service level management, as well approvals and user management.• Modernized service desk on Salesforce, enhancing user productivity and satisfaction, and product sales.• Designed a customer service management application in partnership with banking, telecom, retail, and oil and gas customers, improving agent performance, resolution times, and customer satisfaction.• Collaborated with customer design partners in automotive, oil and gas, and manufacturing sectors to design the UX for an IoT edge development platform utilizing machine learning, enabling customers to detect anomalies, enhance efficiency, and reduce costs.• Owned the UX for a SaaS no-code low-code development platform, resulting in a platform used by internal teams and customers to rapidly build and deploy custom applications.• Researched, designed, and tested a Chatbot purpose-built for use with enterprise software to resolve issues and deliver services (AI Breakthrough Award: “Best Chatbot Solution”).• Spearheaded the UX for Generative AI development, leveraging knowledge sources and AI Agents to provide insights, enhance productivity, reduce costs, and improve customer experience.• Led the UX for integration platforms for system and services integrations, enhancing application connectivity, data accessibility and process efficiency.• Provided data-driven insights and recommendations to improve product designs.• Evolved design system to enhance design productivity and ensure cross-product consistency.• Managed and mentored designers on projects, fostering a culture of innovation and excellence.

• Designed a SaaS service desk for mid-market companies, improving agent performance, resolution times, and customer satisfaction.• Designed voice user interfaces for call routing, self-service ordering, billing, troubleshooting, and repair, thereby diverting call center traffic and reducing customer wait times.

• Designed biomedical devices and conducted clinical trials to validate device efficacy.• Secured $1.25M in grant funding and wrote VC plans for product commercialization.

• Led a product team designing and developing a digital wallet enabling encrypted cash deposits, withdrawals, transfers, merchant payments, and fee payments.• Managed the application lifecycle, including design, development, QA, and network engineering.

• Led UI architecture for health IMS, physician practice, and mobile patient care applications.• Established standards and guidelines to ensure a consistent usable experience across products.

• Designed telecom field engineer performance support tools ensuring user adoption, reducing learning curves, and enhancing productivity.• Designed and developed tools enabling indirect channel sales teams to effectively and efficiently plan and execute channel sales strategies and tactics.

• Designed performance support tools to improve direct and indirect channel sales.

• Managed Usability Lab and researched natural language AI, speech recognition, and visualization.