Introduced new technology and reimagining existing capabilities to address the emerging needs of the university. Led business analysis, user engagement, project delivery, and technology adoption for solution implementations across a decentralized academic and administrative environment. Translated business strategy into actionable requirements using capability modeling, value stream analysis, and contextual design. Designed future-state processes, facilitated trade-off discussions with stakeholders, and led matrixed teams to deliver solutions. Partnered with training staff to define and create materials to facilitate user adoption.
Interim Service Manager - Robotic Process Automation (2022 – 2024):
Led the end-to-end introduction of Robotic Process Automation service —
from developing digital workers to defining the operating model, staffing structure, and user adoption approach —
resulting in an operational service with deployed solutions for Finance, Student Affairs, and Computing Services.
Interim Service Manager - Web Operations (2022):
Redesigned service delivery for Web Operations team by introducing CI/CD processes and self-service tools,
paired with a customer support model that empowered frontline staff — reducing friction for users,
reduced number of ticket handoffs, and creating availability for the team to adopt new technologies.
Select projects:
- Automated credit card authorization and provisioning using RPA, cutting lead time from 2 weeks to next business day
- Reimagined Registrar workflows, replacing manual processes with self-service tools while preserving compliance and institutional oversight
- Launched self-service workspace reservation system to support hybrid work, delivered as a zero-cost solution by leveraging existing tools and available staff
- Modernized property accounting audits using mobile devices and barcode scanning, reduced audit cycle time from 2-3 weeks to 3 days
- Designed the digital-first UAV registration service to support institutional safety awareness by formalizing oversight across Legal, Insurance, and Safety teams
Representative platforms:
ServiceNow · Oracle eBusiness Suite · IBM Maximo · Hyland Perceptive Content ·
Automation Anywhere A360 · Jadu Connect & Central · Cascade Server · Snowflake · Salesforce Tableau · Microsoft PowerBI ·
Wellspring IP Management · PagerDuty · Google Apps for Education · Google Gemini & NotebookLM
Delivered product strategy, roadmapping, and pricing for AI-embedded applications. Maintained client and partner relationships to validate markets and prioritize opportunities. Directed a distributed 17-person team of designers, developers, data scientists, and testers.
Led design of an enterprise SaaS content marketing platform. Captured business requirements, interviewed users, prioritized features, and designed go-to-market solutions. Led internationalization and localization supporting creators in 59 countries.
Applied the design-driven process to evaluate new software solutions, including natural language processing with electronic medical records and using mobile devices to improve emergency room workflows.
Defined strategy, requirements, and user experience for our bespoke digital solutions. Managed cross-disciplinary teams through multifaceted client engagements.
Full-stack developer on the WISA solution stack.
Full stack developer on the WISA solution stack. Multimedia author using Macromedia Flash and Director.
Full stack developer on the WISA and LAMP solution stacks. Multimedia author using Macromedia Flash and Director.
Lead Customer Discovery workshops; coach on Lean Startup methodology; mentor competition teams.
Mentoring teams in the Big Idea Competition.
Supporting colleague growth and development.
Coached CEO on EdTech go-to-market strategy; mentored team on feature prioritization and customer development.
Mentored team in product and project management; developed pricing and revenue models.