Contracting at Meta (through TekSystems) working on accessibility initiatives for Meta's Reality Labs products.

Assistant on Wearables• Collaborated cross organizationally to launch Call Quick Phrases on Pixel Buds Pro software release that enables users to take actions on incoming phone calls without using “Hey/OK Google”• Launched Google Assistant on the Samsung Galaxy Watch 5 in a tight timeline (2.5 months) including the planning and execution of a cross-company dogfood program with both Google and Samsung populations that informed launch readiness decisions• Authored test strategy and test automation design across multiple platforms to ensure comprehensive end to end testing that enabled systemic stress testing, easy identification of broken user journeys, and decreased manual QA dependency• Planned and executed multiple product workshops to bring cross-organizational counterparts together to ideate features for future hardware and software launches to establish a baseline for Product Requirements Document• Procured 21+ approvals from stakeholders and collaborated with Product Management, Engineering, and UX to identify feature workstreams and procure resourcing commitment Authored and published end to end Assistant Readiness Testing guide and conducted hands on training that scaled cross-organizationally to enable Technical Program Managers to operate and procure ART Certification• Led 5 person team of Engineers that successfully delivered Assistant Readiness Testing Certification for 5+ devices in various stages of hardware development • Created scalable Accessibility certification program for QA testers to streamline audit turnaround time resulting in successful accessibility certification for 7+ device launches

Business Solutions for Contact Center Technology• Responsible for driving platform migration to 64 markets across 27 global sites and 3,131 support agents that delivered improvements to call center agents and support staff• Collaborated with internal business partners to onboard 6 new global vendor sites that expanded customer support operations, created call flow mapping to improve user journeys/experiences, authored flow development user stories, and facilitated User Acceptance Testing between internal clients and QA that ensured requirements were met• Created Call Center Site Visits process to enable team members to plan visits to global call centers independently that included guidance on site selection, defining visit objectives, agenda creation, outreach templates, and POCs from each product area that was leveraged cross-organizationally as a guide to structuring Virtual Floor Walks

• Provided launch and configurations support for 15+ online help centers through the creation and upkeep of experiments, contact forms, redirects, and contact flows allowing users to get help support in their preferred manner• Set up 400+ redirects in preparation for deprecation resulting in a 29% increase in visits to the Android Help Center• Launched High Touch Support (phone, chat, and email) options in 90+ launches for 13 products across 20+ countries• Authored set-up guide, created test modules, and led training of internal tool that managed high touch support configurations enabling other Platform Mgmt Specialists to navigate complexities of set-up

• Responsible for managing day to day operations of the Meyer Technical Desk, including a 30-person student consultant team that provided basic network troubleshooting, multimedia assistance, operated an equipment check-out, and a large format poster printing service to the Stanford community• Oversaw partnership for pilot program that worked cross-departmentally to create and distribute course-specific equipment packs to enhance and expand creative boundaries • Led new initiative cross-functionally for pilot program that worked with multiple stakeholders to assess learning needs, deliver customized devices, and provide course specific support• Worked with Development Team as primary stakeholder to define project requirements, implement new features, and led the testing of an online poster printing ordering system that generated over $20k in the first quarter (10 weeks) of its release, streamlined order processing, and decreased errors by 15%• Initiated and developed a leadership program that created learning opportunities for students to practice management and leadership skills through day-to-day operations of the Service Desk• Created and implemented performance tracking and accountability system that increased on-time performance by 8%, reduced timecard errors by 20%, and increased the number of Multimedia Services certified consultants from 18% to 100%• Created and launched “Consultant of the Month” program to recognize exceptional customer service and performance, resulting in an increase in employee morale• Led initiative to increase equipment offerings that successfully increased inventory by 150% and check-outs by 77%

• Trained and supervised nine-person team of Assistant Lab Supervisors to efficiently handle daily lab operations, including a 60-machine lab, and three remote sites• Organized and carried out Move-In Weekend for over 3,500 student residents to provide first tier network support in dorm residences to ensure same day network connectivity • Created an electronic Lost & Found tracking system that increased the return rate of lost items• Oversaw annual hiring drive to ensure the expeditious screening, scheduling, and interviewing of over 500 candidates• Collaborated on the writing, filming, and editing of a New Employee Orientation video to clearly introduce roles and responsibilities to new employees• Represented Livingston campus on several cross-campus committees that met to share ideas, resources, and methods to increase excellence in service to all university affiliates

• Recruited, trained, and mentored 12-person ResNet Dispatch Consultant team that performed second tier network troubleshooting and virus remediation• Developed and maintained training documentation to ensure ResNet Dispatch Consultants were trained correctly and stayed up to date on the latest procedures and fixes• Systematically organized and planned training sessions for over 60 ResNet Dispatch Consultants to introduce and review policy and procedure• Worked with cross-campus team to create training manual to ensure standardized training across all five campuses