McLean, Virginia, United States
Quantum. AI. Empathy.
Data Visualization Story-telling Staff Officer AI and Data Tradecraft
USAJOBS connects job seekers with federal employment opportunities across the United States and around the world. As the Federal Government’s official employment site, USAJOBS provides resources to help the right people find the right jobs. As a part of the U.S. Office of Personnel Management (OPM), USAJOBS helps recruit, retain, and honor a world-class government workforce for the American people. Federal agencies use USAJOBS to facilitate their hiring processes and match qualified applicants to job openings. Therefore, USAJOBS serves as the central location to find job openings within hundreds of federal agencies and organizations. The U.S. Federal Government relies on more than two million Americans and foreign nationals to work in the civil service. Citizens like you help the government fulfill its essential duties in service to the American people. USAJOBS is here to help you find ways to serve.
In accordance to the 21st Century Integrated Digital Experience Act, modernize the user experience and interface for nearly 100 legacy Consular Affairs systems. https://www.congress.gov/bill/115th-congress/house-bill/5759/text • Establish design system which includes pattern library and style guide created from a combination of United States Web Design System v2.0 and State.gov modernization style guide. • Establish UX modernization process by applying Stanford Design principles, and SUS Scoring in combination with NNG usability heuristic evaluation. • Establish UX design tools for UI modernization, which includes Salesforce, Adobe XD, and Adobe Illustrator.
Under Executive Order 13781, modernize the user experience of government IT systems. https://www.federalregister.gov/documents/2017/03/16/2017-05399/comprehensive-plan-for-reorganizing-the-executive-branch https://www.whitehouse.gov/wp-content/uploads/2018/06/Government-Reform-and-Reorg-Plan.pdf
Architected the user experience for an OPM Data Warehouse portal platform that is intended to consolidate several information systems for federal employee career data. System is in production as of March 2018. • Researched user behavior, created user personas, task models. Conducted several onsite user research sessions with US AID, National Guard Bureau, and OPM. Conducted usability testing. • Designed a modern interface using Axure/Photoshop, adhering to standards.usa.gov, 508 compliance, and leveraging Bootstrap. • Coordinated, collaborated, quality assured, and accepted criteria with the development using Agile to implement design. Architected the user experience for a US Army proposal, Distributed Common Ground Support - Increment 2. • Integrated separate HUMINT, SIGINT, GEOINT, OSINT applications, CIDNE with Geospatial capabilities and TopicBuilder, into a single unified workspace for military analysts to consume, report, and collaborate on threat assessment and intelligence preparation of the battlefield regarding an area of interest or operation. • Designed workflows based on task models, analyst personas, through user research and analyzing several requirements specification documents. • Created wireframes of proposed application for the demo leads to demonstrate as part of the proposal bid in a highly dynamic and fast-based environment with distributed development teams using agile scrum. Architected the user experience for OPM’s Electronic Official Personnel Folder. • Re-designed the user experience for eOPF application through a new user interface, a more intuitive information architecture, and simpler processes, controls, and workflows, in adherence with the US Governments web standards created by the digital service and 18F. • Re-designed the eOPF help toolkit website by integrating it closely with the eOPF system and applying the same standards as the application.
Achieved an E-Commerce marketplace for enterprise applications online store. • Researched the implications of an eCommerce system. Investigated global legal requirements such as US export laws regarding sanctioned countries, tax laws including local, national, international (FATCA), VAT, payment processors and related APIs for customization which included Paypal integrations, Amazon, Google Wallet, international currency support, multiple payment support CC, PO, an application management system from the perspective of a developer and the repressing entity, Liferay, and also the administrative features such as account support, purchase support, chargebacks, fraud, and other support-related scenarios. • Created workflows and wireframes of payment system for buying new, renewing and upgrading termed licenses; selling system which included configuring license term, type, and support; registration and management system to manage apps, development teams, metrics, members, purchasing projects; and other administrative requirements to handle all things related to post-purchases. • Worked as an Assistant Program Manager for readying E-Commerce for public release. Designed, planned, and worked closely with the web team to make the website and documentation available. Updated the developer and buyer documentation. Coordinated with the marketing team to ready newsletters, press releases, and other forms of external communication. Coordinated international engineering resources in successfully launching a cloud management system for enterprise users to manage and administer their portal deployments. Architected a formal PMO release process for the flagship product through interviewing stakeholders and deriving a communication workflow with dependencies, chain of authority, task execution, and timeline management. Established the business analyst role through training and standardization of requirements gathering, writing of user stories, and calculation of business values.
Developed a training curriculum that standardized customer handling and improved the support experience of over 50 employees worldwide by focusing on professional communication, ownership, issue resolution, better negotiation tactics, handling tough scenarios, and understanding concepts such as emotional intelligence. Re-designed the support portal through site intuitiveness and fixing its information architecture which included creating a knowledge repository of over 200 issue resolution articles.
Managed 15 frontline support agents through: • Monthly 1x1 performance management according to KPI metrics. • Providing growth and developmental opportunities, both professionally and personally. • Remote call monitoring and support ticket handling post-evaluation. • Managerial representative for HR based requests.
Directly report to Apple Engineering: customer trends, call drivers, emerging issues, and feature requests on the latest Apple Consumer Software and Hardware through focused investigation of root cause instead of solely providing technical resolution. The goal is to assess the reasons behind a customer call with strategic analysis of asking key questions and gathering critical data to help engineering update the product and prevent future calls. Projects: 1. iPhone 4 Antenna Issue 2. Macbook Air Wifi Issue Handled 10-15 escalations per day from frontline agents and retail employees regarding all Apple consumer products and escalated issues to engineering for software fixes. Performance KPIs FY2010 - CSAT 98%, Sales:12/100 Calls, Call Res 98%, AHT 24.5 FY2009 - CSAT 95%, Sales 5/100 Calls, Call Res 93%, AHT 20.0 Served as a SME, working with site engineering on iMovie and iDVD escalations, and delivered training to new agents regarding these applications. Managed an internal response team responsible for resolving customer issues that employees reported which have no formal escalation path. Directed meetings and communicated progress to employees. Presented a how-to central to business managers and the result is the current set of online video tutorials for customers. Processed key metrics daily by compiling team and individual data and presenting the information graphically in for management to analyze trends simultaneously while handling customer calls.
Assisted Worldwide Scheduling Operations by: • Scheduled 800+ Advisors and their manager’s schedules Worldwide using eWFM software. • Processed 10-20 tickets daily regarding shift swaps, missing segments, schedule exceptions and schedule adjustments. • Entered rankings for Advisors to process shift bid preferences for schedule assignments. • Evaluated Intraday Performance to optimize headcount based of anticipated call volume for ALL groups weekly. • Published and optimized new schedules for Europe and Asia monthly and for Americas bi-monthly. • Assigned and removed skills and group assignments from Advisor roles. • Weekly ran Virtual Queue comparative queries on call trend data for forecast analysis and detailed any discrepancies. • Audited, analyzed and resolved provisioning errors and Employee Database sync conflicts between eWFM and Maestro.
Assisted onsite IT by: • Tracked and assigned equipment for over 1000 employees for the entire Apple site in Elk Grove. • Processed tickets regarding equipment procurement, failures and maintenance, re-acquisition, and deployment. • Palleted and scrapped old units, parts and other accessories. • Physically inventoried thousands of computers, monitors, ipods, iphones and other Apple owned equipment in storage and within a database. • Repaired defective computers by diagnosing and replacing parts and software issues through analysis and reinstalls.