SUMMARY:

Twenty years management consulting experience. Skilled in project management, program management, UX methodologies, information architecture, user and competitive research, business analysis. Excellent verbal, presentation and writing skills, analytic and problem solving skills, negotiation and management skills. Interact well with business and technical stakeholders at all organization levels.

PROJECT MANAGEMENT

• Foster mutually beneficial partnerships with business, technical and other stakeholders.
• Business/technical landscape alignments, delivery methodologies, implementation roadmaps.
• Manage mixed matrix teams global teams multiple teams vendor negotiations PMBoK prince2, RUP, CMMI agile, scrum, waterfall other PLC and SDLC methodologies and processes.
• Communication, reporting and presentation skills to stakeholders executives, including C-level
• Change/Program Mgmt, including organizational impact assessment, stakeholder mgmt, value realization, organizational design/role impacts, training, culture/behavior change, onboarding
• Identify opportunities to create business value improve processes
• Define project plan schedule manage time, resources, issues, risks escalate issues as needed.
• Experience with BI, risk analysis, EIM, MDM, SOA, ETL, ITIL, DW, metadata, decision support, data mining, reference data and other issues. Experience BPR, Six Sigma.
• User Acceptance Testing UAT , release skill sets, creating test cases, other QA issues.

EXPERIENCE:

Confidential

Human Factors / Project Management

• Context: By decentralizing into discrete geographical regions globally, Company improved regional responsiveness, but reduced detail visible at C-level, increased complexity of managing internal relation-ships, and maintaining cohesive programs. Customer data was fragmented, out-dated, lacked nuance inadequate to ensure timely, coordinated action. Actions: Bring qualitative customer information into the data warehouse and integrate with performance data provide all organizational levels appropriately targeted, continuously updated information streams, provide management detailed views and metrics better information reduces costs to manage and grow this disparate organization. Early in planning, project expanded to include additional business intelligence issues. Scope: provide deeper and nuanced market information to management both in headquarters and divisions globally, including all functional areas: supply chain, marketing, IT, finance, manufacturing and so forth. Managed project SDLC / agile methodology. Process:
• Work with senior C-level and middle division management operational project management and administrative financial, customer support staff to define and prioritize top issues and the KPIs and related analytics that measure success. On review, management expanded project scope.
• Map operational, financial, and performance information needs at project, regional, and program levels. Map subsequently coordinated with data model. Define user profiles, use cases, scenarios.
• Plan/execute research and collection of qualitative customer data. Plan included systems and tools to maintain these new information flows on a continuous basis, including appropriate metrics.
• Systems modified/created as needed to present information that had not been previously collected.
• Dashboards including mobile present appropriately role-targeted information and analytics. Implemented Tridion CMS architecture/visualization and directed-development processes. Installed BluePrint through each division to endow ability to rapidly localize new content. Included desktop and mobile versions of dashboards.
• IVR dashboards implemented as alternative information access method. Implemented using Nuance's voice recognition and mobile tools and Avaya tools to manage the user experience.
• Workflow plan for orderly acceptance. Liaise with tech/business teams during design/build/test.

Confidential

UX Research

• Analyze prototype, for customer-facing interactive online rating service.
• Customer research, UX research. Apply findings to improve market appeal of new service.
• Agile/scrum team environment. TechSmithMorae testing Tridion CMS Axure prototypes

Confidential

Human Factors / Business Analysis / Change Management

• Context: Established B2B tax-technology company. Price/cost structure, delivery mechanism, partners, competitors, were all evolving. Vertex wished to master this evolving market while preserving servicing of legacy revenues. Actions: Architect aggressive strategic plan for products in highly competitive industry. Addressed current issues, including changing price/cost basis, product delivery mechanisms, customer research, SOX/other compliance matters organizational change. Result: Recommendations now formalized in the 'Vertex Enterprise' program. Process:
• With management, defined goals, parameters, timeline and metrics. Excel and Access were primary tools for analytic deliverables.
• Recommendations: collect information and disburse appropriately throughout the organization empower a small team to grow products not part of legacy revenues.
• Strategy for information distribution unites all levels in focused purpose promotes innovation by internal subject-matter experts allows a small team to aggressively grow non-legacy products.
• Onboarding: workflow plan to ensure unified and efficient use of new processes.

Confidential

Project Planning: User Experience Issues Planning phase for new corporate portal: preliminary research, specifications. Specify scope, methodologies define strategy for implementation to serve several divisions, tactics to optimize user experience for the targeted employee population serve all functional areas of three divisions.

Confidential

Human Factors Engineer / User Research / Team Leader

• Context: An enterprise portal must be planned/architected from inception as part of infrastructure its business drivers need be clarified up front. Instead, portal conceived as communications tool. Divisions had refused to deploy. Focus was on largest divisions of IDC defense and Supply Chain, but all divisions were included. Actions: Drove portal improvement. Identified, solved problems researched each department's tactical needs drove improvement in portal user experience for largest divisions then wrote roadmap guiding smaller divisions to follow suit. Optimize content, enhance navigation new metrics system tracks portal acceptance integrated with databases so management dashboards report on issues ROI. Extensive research, analysis, reports, other. Result: Acceptance by all divisions. Portal contributes to collaboration, enterprise workflow, customer transparency. Process:
• Work with management to develop goals and timeline for project. Gather requirements.
• Wrote project specifications, use cases. Heuristic evaluation of portal navigation, content, design .
• Field/contextual research, surveys, focus groups, card sorting, one-on-one walkthroughs. Validated findings with triangulation. Led participatory design sessions participants selected to mirror user universe. Also iterative usability tests, tests for 508 compliance, addressed globalization issues.
• Analysis, quantitative and qualitative reports presentations of research results. Based on data, wrote requirements, user profiles, use cases and scenarios. Specified design/build of user interface conceptual models, web application wire-frames and prototypes. Led design evaluations. Seamlessly integrated web UI with mobile interface.
• Recommendations for change strategy and metrics for measuring change acceptance.
• Onboarding work flow studies to ensure consistency across organization while addressing unique divisional needs. With management, defined tactical change processes. Trained small team.
• Defined strategy and metrics for measuring change acceptance.

Confidential

Human Factors Engineer, IVR self-service products

• Reinvented Qwest's B2B voice apps into self-service products managed/provisioned by user-friendly wizard--very competitive in this burgeoning market. Developed metrics, dashboards. A huge success for Qwest: this service was a unique innovation in its field, and freed SME's from reliance on a provider for necessary, frequent changes. Process:
• Analyze market, specify product design. Gather requirements, write use cases, perform research, specify usability tests. Each product designed/tested for 508 compliance.
• Voice products: create GSL grxml grammars vocabularies, scripts, prompts create/ evaluate prototypes to support application development. Gather requirements, write specifications, create personas, coach voice talent, work with developers create/perform usability tests, user/field research and heuristic evaluations. Used Nuance, Avaya, Soundforge, Goldwave, Morae for testing .
• Interface: GUI redesign for ease of use, oversaw wireframes, prototype, usability testing. Analyzed online surveys, information capture, transactions. Work with developers, QA, management.
• Reports: Design dashboards/metrics/algorithms to integrated results with databases.

Confidential

Project Management/Product Strategy: IVRs for Asian Mobile Market

• Re-engineer suite of cross-cultural mobile services UIs and IVRs for competitive Asian smartphone market. Result: incremental sales growth from seven to ten figures in under two years. Managed project entire SDLC. Smartphones, laptops, tablets. Process:
• Interface content architecture of interactive applications for smartphones, laptops PDA devices. Architected mobile approach to GUI voice IVR interfaces.
• User research, content strategy design architecture. Gather requirements, analysis, use cases, specifications. Address localization issues for multiple markets.
• Managed project budget, resources, issues negotiated favorable terms with vendors/partners.

Confidential

UX Research / Team Leader

• Ethnographic research, user mobile information needs. Architect design language to convey findings. Company foresaw market for mobile information products would change and grow. Objective: to establish user preferences, and highlight gaps where needs could be filled with innovative products.
• Design, perform ethnographic field research, manage research team. Architected design language to convey findings, derive recommendations for new products. Result, products now in development will be new ways to organize communication for users.
• In the same timeframe, on another project, prototyped the portal interface for AT T's broadband service. User research, content organization interface design, page flow.

Confidential

Project Manager / Human Factors Engineer

• Re-engineer call center IVRs, increased usage, optimized customer service, reduced cost. Designed voice-activated problem-solving applications based on extensive user research re-engineered voice products improved call center efficiency increased caller usage from 6 to 92 .
• Architected VUI solutions for complex customer care issues applications increased automation rates, optimized customer service at reduced cost, generated business intelligence to help drive long- term customer retention. Wrote specifications, use cases research and usability tests 508 compliance.

Confidential

Director, Usability and User Experience

• Responsible for usability, research interface design strategies. Managed UX department and staff.
• Instituted standardized best research and usability business practices for CM.
• Determined information architecture, taxonomy, design language nomenclature. Data collection/analysis user interface requirements functional/design specifications write use cases, prototypes, usability testing, 508 compliance. Both GUI and IVR interfaces.
• Defined dynamic navigation/information flows site metaphors usability issues.
• Worked with clients, users developers to shepherd project through development cycle.
• Negotiated and contracted for necessary resources on favorable terms.

Confidential

Human Factors Engineer / UI Design

• Scope: Solved usability issues to port mission critical legacy systems to new platform while adding needed complexities wrote division's interface standards, train team to handle usability issues. Examples of problems addressed:
• ProblemONE: Legacy, mission critical, call routing system had become impediment to AT T's growth needed ergonomic interface, with much complexity added. UI was impossible to use, but essential to the work of thousands of employees at all levels of AT T in many countries. Solution: Re-architect/re-visualize information, transformed hard to use UI into more complex but highly usable intranet system.
• ProblemTWO: AT T's mega-projects around the world were unwieldy to control. Solution: architected a multi-lingual project management aide that acted as an auto-pilot for PMs and the entire team.
• Process:As Is analysis of current business processes. Re-conceived apps to fulfill management objectives
• Facilitated cross-functional teams throughout product definition, design development processes.
• Research users/analyze data: translate client/user needs into design functional requirements.
• Prototyping, use cases, iterative testing, work with developers to bring product to browser.
• Designed/developed on-line user documentation and training, including e-Learning.
• Iterative usability testing addressed 508 compliance and localization issues.

Confidential

Human Factors Engineer: IVR products for telco customers

• For corporate and telecommunications clients, designed IVRs, often with parallel mobile, web interfaces, to provide rapid, intuitive seamless user experience. Iterative, user-centered design process. Innovations, e.g., augmented VUIs with a tone meta-language vocabulary.
• Worked with marketing, design products/features with developers imple ment designs with clients to fulfill needs. Gather requirements, write specifications, use cases.
• Designed reports and dashboard additions that provide executive feedback.
• Innovated IVR enhancements, e.g., use of sounds tones. Developed tone and script vocabularies, coached talent. Innovated interactive natural language voice features and systems.
• Prototyped applications. Worked with developers to productize.
• Iterative usability testing voice and Web products using rapid test-fix-retest cycles . Conducted usability testing: online questionnaires/live interviews, walk-throughs. Improvements scored high for ease of use, and came to market quickly. Test all apps for 508 compliance.

Confidential

Human Factors Engineer: Product Strategy / UX Research / UI Architecture

• Architected first major bank's online banking site. Objective: C-level management saw the future of retail banking as led by online initiative, and desired to be first with the best in online banking. Solution: By creating a revolutionary interface, defined how customers interact with their financial affairs at home via computer. Researched, architected user experience for the first major-bank's online retail banking. Result: 'Citibank Direct' ranked 'most usable site on the Internet' Gomez for five years until revised exceeded bank's expectations for customer acquisition and retention. Process:
• Ethnographic research of user interaction with financial tools in their homes, at ATMs, with tellers in-depth interviews, user experiential studies including user profiling, contextual task analysis, etc.
• Data defined customer needs visual/navigation metaphors. Gather, analyze present user evaluation results. Using qualitative research methodologies, extracted threads of customer needs the metaphors to which they respond.
• Wrote specifications, context diagrams, use cases, wireframes content, navigation, labeling, search.
• Developed a design strategy language for online banking based on expertise the collected data.
• Organized site information, designed functionality: navigation, labeling, search sys tems.
• Interwove user needs with business/technical requirements architecture accommodates for change/growth. Addressed initial accessibility 508 compliance and globalization issues.

Tested interface design, screen elements e.g., icons, sounds , etc. for user experience issues.