Ux Designer Customer Support

Nils Pedersen - UX Designer

Email: ad5r2w@r.postjobfree.com

Phone: 303-***-****

Location: Cascade, Colorado, United States

Website: http://stubbornflower.com

LinkedIn: http://www.linkedin.com/in/gnils

SUMMARY

As an experienced enterprise UX designer, I have worked with companies like Cisco and VMware to consistently deliver outstanding user experiences that enhance customer satisfaction and drive business growth. Combining a deep sense of empathy with a passion for innovation, I utilize my extensive UX and AI/ML knowledge to optimize processes, identify user pain points, and develop impactful solutions with quantifiable outcomes. Notable AI/ML and design projects include:

● Just completed a course on Designing and Building AI Products and Services from MIT xPRO

● AWS platform critique

● Kubernetes for ML workloads study

● COVID lock-down versus pollution visualization

● Cisco-supported ML investigation into crowd-based event prediction across unseen cohorts.

● Sprig documentation sentiment instrumentation

● 8-week VMware clustering competitive study

● Cisco VPN Client design and evaluation

SKILLS

Big Data Machine Learning Artificial Intelligence ChatGPT User Experience Design User Research Technical Documentation UX Writing Copywriting Design Systems Information Architecture Conceptual Models Design Thinking Visualization Prototyping Wireframing Axure Balsamiq Sketch Figma Adobe Suite Visio Camtasia Survey Monkey HTML CSS Python R RStudio SQL Jupyter Notebook Google Cloud Platform Keras Scikit-learn

EXPERIENCE

Owner Stubbornflower LLC, Cascade, CO 2018 - Present

● Implemented automated muti-platform rental booking and cleaning system.

● Real estate website design and development.

Technical Writer Sprig, Remote USA 2021 - 2022

● Improved the consistency and task-oriented structure of the documentation, developed and implemented a sentiment metric instrumentation system for the documentation. The result was a remarkable 1.3-point increase in customer sentiment, from 2.3 to 3.6, in just six months.

● Identified and addressed terminology (API, CLI and GUI) and user interface inconsistencies, proposing solutions that improved product design.

● Ported Sprig's documentation from Gitbooks to README CMS on docs.sprig.com and addressed any SEO issues after the port.

Customer Support Charter Communications, Colorado Springs, CO 2017 - 2018

● Performed an in-depth analysis of the customer support system, including a study of the goals, tools, processes, and actors involved. This resulted in a comprehensive proposal that drove operational efficiency and cost savings. Senior Product Designer VMware, Palo Alto, CA 2013 - 2016

● Conducted user interviews (Chase, Bloomberg) and focus groups (Sofia, Bulgaria) that identified pain points in the vCenter product lifecycle, resulting in a cost-saving solution for migrating vCenter Windows licensees to a Linux appliance.

● Interviewed SMEs (time constraints did not permit access to customers) to understand a business threat posed by a competing product (VMTurbo/IBM) and improved the visibility of critical functionality, accurately reflecting the underlying system model and configuration state.

Service Provider UX Team Lead / UX Designer Cisco Systems, Home, CO 2008 - 2013

● Led a design team that delivered a prototype to streamline the workflows of Cisco VPN users, providing a seamless, cell phone-like experience.

● To ensure consistency across network management products (Enterprise and ISP) and reduce duplication of effort, interviewed product SMEs to define an information architecture framework for Cisco Prime network management tools to ensure consistency across the product portfolio.

● Observed on-site deployment of an isolated network auditing tool at the NYPD. Proposed design solutions based on the usability issues observed. Interaction Designer Sun Microsystems, Colorado Springs / Home, CO 1994 - 2008

● Conducted a Sun system administrator survey, analyzed data from 3k respondents and used the findings to drive design improvements.

● Based on the survey's findings, we designed a hybrid GUI/CLI interaction model for server administration.

● Designed a task-oriented workflow for Sun Cluster Oracle configurations. Usability test results verified that users could successfully finish the configuration task, while earlier, they could not accomplish this - contributing to boosting Sun Cluster software revenue by $85 million.

● Led the technical architectural review of GNOME, delivering a more competitive desktop while maintaining compliance with Solaris operating system integration requirements.

AWARDS AND ACCOMPLISHMENTS

● U.S. Patent: Method and apparatus for managing system resources using a container model (joint) – Patent Number 7814491

● “Towards a Task-Oriented Method for Accessing Network-Based Services” - Presented at the 4th Symposium on Computer-Human Interaction for the Management of Information Technology

● “Sun's Architectural Review of GNOME 2.0” - Presented at the GNOME Users and Developers Conference

● “SunSoft’s Java User Interface Model for System and Network Administration” - BCS HCI Conference

● Institute of Mechanical Engineers' Final Year Project Prize, IMPERIAL COLLEGE LONDON

EDUCATION

● Master of Science (with Distinction) in Big Data, UNIVERSITY OF WARWICK

(2020). Specialized in Quantitative Research, Machine Learning, Big Data, and Visualization

● Master of Science in Human Factors (Ergonomics), UNIVERSITY COLLEGE LONDON (1989)

● Bachelor of Engineering in Mechanical Engineering, IMPERIAL COLLEGE LONDON (1988)

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