Resume

AI Business Systems Analyst & Associate Project Manager

Aug 2024 - Present

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Alteryx​

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• Lead the project management of Barista, Alteryx’s custom, internal AI chatbot which resolved 70% of level one IT support tickets without human intervention, saving 200+ weekly hours of IT support.

• Reduced IT ticket volume by over 50% through effective ticket deflection strategies, significantly decreasing Service Desk workload.
   

• Supported the development of IT’s enterprise AI program, integrating enterprise ChatGPT and AI softwares across Legal, HR, IT, Finance, Marketing, and Product teams, while driving continuous AI enhancements within Barista
   

• Manage software integration projects, integrating AI tools into ServiceNow, Workday ERP, Salesforce CRM, LMS platforms, Atlassian, SharePoint, and ServiceNow.
   

• Support the Project Management Office by tracking strategic initiatives in Asana and ensuring cross-functional alignment with Information Security teams, applying both Waterfall and Agile methodologies to manage timelines, dependencies, and delivery milestones.
   

• Collaborated cross-functionally with all departments to gather scope, security, and dependency requirements for new software integrations, ensuring alignment with business objectives and IT standards

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• Developed dashboards to track AI platform usage and KPIs, uncovering adoption trends and data quality gaps to drive accountability and improvement.

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• Initiated monthly workshops to train team members on new AI integrations; increased user satisfaction with the Barista chatbot by 20% as feedback mechanisms were refined for continuous improvement.
   

• Orchestrated enterprise-wide documentation strategy for AI-driven systems, ensuring reliable, up-to-date content availability to 2,000+ employees across all business units and improved knowledge curation.
   

• Regularly coordinate with virtual agent platform vendors to administer, optimize, and scale chatbot (Barista) capabilities and integrations by leveraging user feedback and data to guide continuous improvement efforts.

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Senior Executive Support Technician

May 2022 - Aug 2024

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Alteryx​

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• Founded and led the Executive Support function, managing 2 other Exec IT technicians. Streamlined IT support operations and workflows for global C-Suite executives, SVPs, VPs, administrative assistants, and legal teams.

• Integrated ITIL-aligned processes into IT projects to ensure standardized incident, change, and problem management, improving service reliability and stakeholder satisfaction.
   

• Managed end-to-end hardware and asset lifecycle for Executive-level users, ensuring accurate tracking of assigned devices and implementing data privacy practices aligned with data retention and legal hold policies.

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• Led procurement of VIP-specific hardware and office assets to support executive custom setups for both offsite events and in-office environments, ensuring seamless functionality and personalized IT support.

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• Managed onboarding projects for C-Suite, SVPs, and VPs by developing and executing a comprehensive SOP and configuring executive-level Identity and Access Management (IAM), streamlining account provisioning and reducing access issues during transitions.

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• Built dashboards to visualize Service Desk ticket resolution trends and process efficiency over time, enabling the discovery of knowledge and workflow gaps that led to targeted process improvements.

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• Provided white-glove technical support for critical live events such as earnings calls, investor briefings, global meetings, and board meetings.

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• Administered MS Exchange, Active Directory, and MDM platforms while also providing technical support for both Mac and Windows hardware and software.

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• Managed conference room AV technologies (Crestron, Zoom, Teams), overseeing new room builds and maintaining existing systems to ensure seamless meeting experiences.

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• Achieved a 100% Net Promoter Score (NPS) during tenure, leading the IT team in customer satisfaction.

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Lead Device Specialist/ Client Feedback Manager

Sep 2020 - May 2022

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Invoy

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• Led the Technical Support and Client Feedback portion of the Client Experience team, ensuring all reported application and device issues were documented, investigated, and resolved within SLA deadlines.
   

• Managed a team of 3 Device Specialists providing timely customer support and assistance troubleshooting any reported issues with the hardware or software of the product.

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• Gathered and synthesized client feedback into actionable tickets for feature requests, bug fixes, and general improvements, resulting in direct changes to the platform.

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• Worked with leaders across the organization’s Hardware and Software development teams to ensure the feedback provided by our user’s were defined into actionable changes to the hardware and software of our device.
   

• Founded this role, defining job scope, metrics, SLA goals, and Standard Operating Procedures, which enabled support for over three times the number of clients.
   

• Hosted User Studies to collect critical clinical research data for new acetone detection chemistry batches and collaborated with software and hardware development teams to prioritize features based on user feedback and common issues.
   

• Developed client outreach strategies to understand client preferences and expectations, working with clients to troubleshoot, triage, and permanently fix bugs, glitches, and hardware malfunctions in the Invoy app and device.

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Lead IT Support Technician

Sep 2019 - Sep 2020

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Uber's Advanced Technology Group

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• Provided IT and AV support for the employees in the Uber ATG Pier 70 office Administered remote troubleshooting for employees located in Uber ATG Pittsburgh offices.
   

• Onboarded and managed 2 IT technicians. Ensured they were fully trained and brought up to speed on expected metrics and how to effectively complete the job for our users.
   

• Administered Google Workspace and GCP products.

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• Managed computer assets through their entire lifecycle by tracking their location, owners, and work to retain sensitive information that they may contain.

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• Integrated custom software solutions to custom built windows and linux desktop systems to ensure all new employees have the tools needed to process the R&D datasets

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• Provided technical support for the employees in the Uber ATG Pier 70 office Administered remote troubleshooting for employees located in Uber ATG Pittsburgh offices.

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• Managed internal networks by configuring firewalls, DNS, DHCP, and NFS service.

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• Worked in Jira Help Desk to address all tickets submitted to the IT queue.

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• Troubleshoot hardware and software of MacOS, Windows, and Linux computers.

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• Built desktop towers requested by Engineers and Developers to process large amounts of data
   

• Imaged, provisioned, and deployed Mac, Windows, and Linux computers.​​

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Technical Expert

Nov 2018 - Sep 2019

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Apple

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• Provided prompt and effective hands-on technical support for iOS and MacOS devices, consistently resolving customer issues.

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• Diagnosed complex software and hardware problems with passion and empathy.

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• Managed multiple customers and issues simultaneously to streamline the assistance experience.

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• Performed physical repairs on iOS devices, including replacing displays, batteries, speakers, and vibration motors.

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• Trained new hires to effectively triage and assist customers.

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'Human-Computer Interaction' Course Co-Instructor

May 2018 - Sep 2018

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San Francisco State University

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• Taught the design, implementation, evaluation, and testing of user interfaces on various devices to a class of 49 students

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• Emphasized practical user interface design principles and the best practices involving team design, development and evaluation of user intensive software projects

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• Explained modern User-centered Design Processes, tools, and frameworks

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'Intro to Computer Science' Course Co-Instructor

Aug 2017 - May 2018

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San Francisco State University

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• Led a course that reinforced the concepts that early computer science majors learn

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• Taught a class of 15 individuals crucial computer science principles

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• Broke down hard concepts into manageable and easy to learn sections that help enhance the students understanding of computer science and programming as a whole

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UI/ UX Design Intern

Aug 2017 - Dec 2017

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Mopezi.com

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• Assisted the development and management team in creating a cohesive design language for Mopezi.com.

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• Created high fidelity mockups using Sketch in order to solve user persona's problems and communicate a better user experience for their new, social shopping site

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• Completed competitive analyses of other social shopping sites that allowed me to make more informed design decisions

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• My work and research helped the company make more appropriate design decisions moving forward after my departure. This led to a more streamlined desktop product

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UI/ UX Design Intern

May 2017 - Sep 2017

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Fitness Innovative Technologies

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• Led the redesign of yourdoctorsnutra.com, an online pharmaceutical retail shop

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• Utilized User-centered design principles, low to high fidelity mockups, and creative problem-solving to improve the experience that clients have when visiting the site.

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• Documented my changes and explained the design choices to the management team

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• Conducted a full audit of the old website to rank the significance and importance of each individual page

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Resident Assistant

Aug 2015 - June 2017

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San Francisco State University

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• Provided educational programs and paraprofessional counseling for a residence hall of 40 college students

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• Managed various administrative duties including maintenance requests, incident reports, and room transfers.

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• Advised residents on personal and academic issues