Project Management Service Delivery

SUMMARY

Versatile UX Researcher with over ** years of experience in IT service delivery and 4+ years of specialized research as a PhD candidate. Adept in applying qualitative, quantitative, mixed-methods, and design research methodologies. A certified Project Management Professional (PMP) with a proven track record in leading and managing projects. Expertise in developing socio-technical frameworks to enhance user experience and community engagement. Demonstrated ability to integrate user research into service design seamlessly, optimizing IT service delivery through strategic project management. Committed to leveraging academic insights, hands-on research experience, and project management expertise to drive user-centered innovation in dynamic environments.

SKILLS

Continuous Improvement

Data Analysis

Process Analysis

Analytical Thinking

A/B & Multivariate Testing

Requirements Definition

Usability Testing

Survey Design & Analysis

Web & App Analytics

UX Storytelling

Data Modeling

Report Writing

Project Management

Technical Writing

Structured query language (SQL)

Software Development Life Cycle (SDLC)

Google Analytics

Python Programming

Statistical Analysis

EDUCATION & CERTIFICATIONS

PhD Information Systems & Technology, Claremont Graduate University, 2020 - Present

MSc. Information Systems, California University of Management & Sciences, 2016 - 2017

UX Design Institute, 2020 - Present

ITIL CDS

Project Management Professional

Professional Scrum Master

Snowflake SnowPro Core

Certified ServiceNow Administrator

Azure Administrator Associate

AWS Certified Solution Architect

WORK EXPERIENCE

OSI Digital Inc. Hyundai Group, Jul 2023 - Present

Infrastructure Consultant

Collaborated with cross-functional teams to gather user requirements and refine IT services, employing UX research principles such as user surveys and interviews to enhance service delivery and user satisfaction.

Developed and implemented a Natural Language Processing (NLP) framework within a ticketing system, utilizing quantitative data analysis to improve user support efficiency through enhanced automation and user interaction analysis. Although the project still needs to be fully implemented, it provided valuable insights for future initiatives.

Played a key role in the successful M365 migration project, providing user support and conducting usability testing to ensure a smooth transition and high user satisfaction.

Worked with other departments to identify opportunities for process optimization, using qualitative feedback from stakeholders and quantitative performance metrics to develop strategies for improving service quality, efficiency, and effectiveness.

Developed strategies for improving service quality, efficiency, and effectiveness by integrating insights from user research and data analytics.

OSI Digital Inc. Volt Information Sciences, Mar 2021 – Jul 2023

Infrastructure Consultant

Analyzed user feedback from over 3,000 support tickets using thematic analysis to identify patterns, informing targeted training programs and system enhancements.

Applied descriptive statistics and regression analysis to measure user satisfaction and service efficiency, evaluating the impact of changes.

Led projects to enhance service processes by integrating qualitative and quantitative insights, improving user experience and operational efficiency.

Utilized project management tools and data visualization to track progress and communicate findings to stakeholders.

Researched emerging technologies and best practices through case studies and benchmarking to drive continuous operational improvements.

Irvine Tech Corporation Hyundai Capital, May 2018 – Mar 2021

Infrastructure Consultant

Created detailed documentation, including flowcharts, diagrams, reports, and presentations, using both qualitative insights and quantitative data to support findings and recommendations.

Analyzed existing IT systems to identify areas for improvement, employing qualitative methods such as stakeholder interviews and quantitative techniques like performance metrics analysis to develop effective solutions.

Collected and integrated customer feedback into future development efforts, using thematic analysis to identify consumer pain points and statistical analysis to prioritize improvements.

Developed policies and procedures related to system development life cycle activities, informed by qualitative case studies and quantitative benchmarking.

Maintained up-to-date knowledge of technology trends, industry standards, best practices, and regulatory requirements, leveraging qualitative research and quantitative data analysis to ensure compliance and innovation.

Sun Valley Technology Aug 2017 – Jan 2018

Senior System Analyst

Analyzed existing IT systems to identify areas of improvement and develop solutions.

Developed policies and procedures related to system development life cycle activities.

Maintained up-to-date knowledge of technology trends, industry standards, best practices, and regulatory requirements.

Popular Tech Dec 2016 – Apr 2017

Senior, IT Support Technician

Served as an ad hoc support specialist for Schools First Credit Union, delivering system support and implementing upgrades while creating user operational guides.

Training and Publications

Certified ServiceNow Administrator

Acquired comprehensive knowledge of the ServiceNow platform, including configuration, user administration, workflow design, data management, and system maintenance. Proficient in managing instance security, customizing the user interface, automating business processes, and performing upgrades to ensure optimal system performance and alignment with business objectives.

Publications

Co-creating a Social-Technical Framework for the Design and Evaluation of Crime-Reporting Mobile Apps: An Action Design Research (in view).

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