• Led mobile redesign of web application through 15+ customer interviews and 3 stakeholder workshops, translating research into a product roadmap that increased user satisfaction and aligned with business objectives.• Partnered with engineering and product teams to implement a user-centered redesign, reducing end-user task completion time by 35% through collaborative design iterations and technical validation.• Established and documented a scalable design system in Figma, increasing design consistency by 60% and reducing production time by 25%.

• Managed 500+ technical support tickets across multiple university departments, achieving a 75% first-contact resolution rate by quickly diagnosing and addressing diverse technical challenges for students, faculty, and administrative staff.• Implemented new documentation system for common issues, reducing average resolution time by 40% and improving team efficiency by 25%.