Senior Usability Specialist at USAA • January 2012 – July 2017
• Led usability research (strategic and tactical) on projects ranging from flagship products to project concepts and 3rd party products and services by selecting and executing various research methodologies
• Assisted with new contractor hires, onboarding, and mentoring
• Provided user experience insights on mobile, web, and physical products
• Managed multiple projects and cross-functional agile teams concurrently, while communicating best practices and findings between teams, eliminating rework and duplicate effort
• Developed test plans and regularly conducted usability sessions (over 1000 hours with users), and reported findings to stakeholders in various levels of the organization
• Uncovered brand-damaging insights and user-expected experiences
• Provided qualitative and quantitative research across the organization and recommended strategic and tactical approaches to achieve a better user experience
• Evaluated and recommended third-party tools and services, and implemented organizational process improvements
• Assisted enterprise transition from waterfall to Agile, and how usability fits in the agile environment
• Advanced usability from time/cost to quality over time/cost

Human Factors Engineer at Lockheed Martin • June 2010 – April 2011 
• Created design standards and guidelines style guide for the user interface and user interaction for all channels of the contract (B2B, B2C, G2G)
• Led and mentored the Human Factors Team and contractors, and promoted the necessity and benefits of UI/UX to staff and clients
• Performed usability research, planned and moderated usability tests (personas, test protocol, scenarios); analyzed and reported findings, and provided recommendations for usability improvements
• Designed the entire UX of the ‘agency-based’ (B2B) application
• Saved redevelopment by implementing usability 508 code in the early design phase

Human Factors Engineer at Citigroup • March 2007 – June 2010
• Saved over $14 MM in 2009 with a highly intuitive graphical user interface (GUI) on the web-based call center application; provided 30% increased productivity and reduced training time by 1 week
• Integrated enterprise-wide application to over 8000 users, serving 60 MM customers per year resulting in initial annual savings of $16 MM
• Led team of onshore and offshore employees/contractors on a major project to final lifecycle 500 hours ahead of schedule, leading to a reduction in average handle time (AHT) for sales and customer service calls
• Performed usability research, user-centered design reviews, and usability tests (onsite and remote) to gauge UI/UX design effectiveness, and communicated design rationale to stakeholders and developers
• Created click-thru prototypes of design flows to show developers the expected human-computer interaction (HCI)
• Created and maintained application style guide

Multimedia Developer at NEW (now Asurion) • June 2000 – March 2007
• Created user interface/experience for all online, desktop, and email-based applications
• Managed full life-cycle user experience (design and development) from concept to completion
• Translated abstract user requirements into mockups > wireframes > prototypes > highly-usable final applications
• Established company-wide site ‘look and feel’ web standards
• Performance-tuned accounting program resulting in a 98.75% processing time reduction (from 16 hours to 12 minutes)

Certified Usability Analyst • Human Factors International • #2011-3065
Certified User Experience Analyst • Human Factors International • #2011-102
Bachelor of Fine Arts • Computer Art and Design • Jacksonville University

Common Usability Methods & Skills (qualitative and quantitative):
User-centered design, Design thinking, Lab-based and remote user testing, UserTesting.com, Paper prototype testing, OpinionLab, Iterative prototype testing, Concept testing, Field research/guerrilla testing, survey design, Think-out-loud, Card-sort, Cognitive walkthrough, Focus group, Heuristic evaluation, One-on-one interviews, Surveys, Contextual workflow and task analysis, Eye-tracking, Moderated and unmoderated testing

Design & Development, Programming Languages:
Adaptive Design, Sketch, InVision, Flinto, Proto, Axure, iRise, Balsamiq, OnmiGraffle, XHTML, CSS/CSS3, HTML, JavaScript, DHTML, JSP, XSLT, XML, AJAX, Silverlight, Expression Studio, PHP, Oracle Portal, Dreamweaver MX

Graphics & Animation:
Adobe Creative Suite, Lightwave 3-D, Quark Xpress, Paint Shop Pro, AutoCAD, 3D Studio Max 

Office, OS, Miscellaneous Software:
Microsoft Office: Access, Excel, Outlook, PowerPoint, Word, Visio, Project, Optio, VSS, CVS, Unix, Hummingbird, Apache