About
I am a UX Researcher who is passionate about uncovering the human insights behind complex problems. My background in cloud technology has given me a unique perspective and allows me to apply systems thinking to translate intricate user behaviors into clear, strategic recommendations. I am particularly excited about the potential of artificial intelligence to drive social impact by creating human-centered solutions.
Experience
Cloud Support Engineer I | Amazon Web Services | June 2022 - November 2024
I improved AWS's user experience and internal processes by analyzing user behavior and conducting root cause investigations, leading to a 35% reduction in ticket resolution time and a 20% decrease in customer follow-up queries.
I worked with product managers and software engineers to convert technical issues into actionable design recommendations. Through insights from usability testing, I advocated for user needs in backend design.
By analyzing over 1,000 support interactions, I streamlined onboarding and reduced friction in internal tools, boosting engineer efficiency by 25%. Collaborating with UX research and design teams was essential for enhancing the usability of support dashboards and documentation.
Education
Northwestern University | M.S. in Information Design & Strategy with an emphasis in UX/UI Design | Expected June 2026
I led the UX process for two civic projects: Simple Terms, which simplifies legal content, and SustainaBite, a sustainability-focused food-tracking app. My work included user research through interviews, surveys, and usability tests to identify user pain points.
Using insights from my research, I developed wireframes, interactive prototypes, and final UI designs using Figma and Adobe XD, ensuring clear, inclusive experiences that met WCAG 2.1 and Section 508 standards. I also contributed to a scalable design system by documenting UI components for consistency and presented my findings to university leadership, highlighting the benefits of human-centered design for engagement and service improvement.
Grand Canyon University | B.S. in Information Technology with an emphasis in Cybersecurity | December 2021
As the Student Marketing Director for the Diversity and Inclusion Department at Grand Canyon University (Feb. 2020 - Dec. 2021), I led a team of six in designing and producing promotional materials for events attended by over 5,000 students. I spearheaded strategic meetings and analyzed research data on student participants and engagement metrics to inform future marketing and event strategies. By blending UX principles with compelling storytelling, I successfully increased event engagement by 40%. As the Event Coordinator (Feb. 2019 - Jan. 2020), I created and optimized digital marketing campaigns based on audience segmentation and feedback. I also improved the overall attendee experience by identifying bottlenecks and streamlining event registration processes to reduce wait times. Through my roles, I demonstrated strong visual design instincts and an iterative, user-centric approach to problem-solving.
Skills
Product Strategy & Vision
Mentorship
Design Systems
Adobe XD
Accessibility
Problem-Solving
Prototyping
Presentation
Roadmapping
Conflict Resolution
Stakeholder Management
Team Leadership
Ownership
User Research
Inclusive Design
Interaction Design
WCAG
Cross-Functional Collaboration
Data-Driven Decision Making
UX/UI Principles
Product Lifecycle Acumen
Figma
Storytelling
Active Listening
Sketch
Agile
Communication
Market & Competitive Analysis
Empathy
Technical Acumen