Education Michigan State UniversityBachelor of Arts in Experience ArchitectureGraduated December 2019Experience Architecture involves the study of design principles and human factors for developing products and designing experiences. This crossover of art and science is what drew me to the degree as I’ve always had a natural tendency towards making experiences more enjoyable and efficient, particularly when it applies to physical or hands-on environments.Experience Business Operations & Customer Support Lead 4/2024 - CurrentSterling Arsenal - Sterling, VACustom machine shop, gunsmithing service, and production manufacturer with a high volume of projects from both civilian and enterprise customers* Serve as primary focal point for customer interaction by managing and directing staff to meet customer desires and business needs* Conceive and implement operating procedures to ensure FFL compliance, quality control, and task efficiency* Utilize in-depth product knowledge to guide customers on purchase decisions, capability limitations, and potential modification options* Assist customers through phone and email communications, run background checks, audit paperwork, and manage inventory* Log in customer projects, write detailed custom shop tickets, evaluate scope of projects for pricing and feasibility of design principles and drawingsCustomer Service, Inventory Specialist, Sales Associate, Armorer 2/2022 - 4/2024NOVA Armory - Arlington, VARetailer of firearms and accessories offering products, armorer services, education, and training for individuals in the northern Virginia and Washington D.C. area* Manned the back office communications with customers and coordination with distributors to maintain inventory stock and meet demand* Assisted customers with purchase decisions, ran background checks, and audited paperwork* Provided gunsmithing/armorer’s services for the shop, performed during my free time outside of my aforementioned full-time dutiesQA Software Tester 2/2021 - 2/2022Clango - Arlington, VACybersecurity advisory service and software development company specializing in web-based enterprise applications to meet clients’ specific productivity goals* Performed Quality Assurance tests on various software products throughout their development* Responsible for the detection and reporting of software bugs, recommended potential usability enhancements* Collaborated with management and peers on various product design elements to ensure that clients’ needs were being metAudio/Visual Technician, Conference Setup 8/2017 - 9/2019Kellogg Hotel & Conference Center - East Lansing, MI* Set up conference rooms with proper A/V equipment, assisted guests, performed troubleshooting, and provided technical supportUX Research Lead 6/2018 - 8/2018Ben Lauren’s Sound Writing Project - East Lansing, MI* Researched audiobook platforms and users to provide a design direction for the interface on a prototype audiobook platform proof of conceptMaintenance Officer (Raft Hill) 9/2016 - 5/2018Student Housing Cooperative Facilities Committee - East Lansing, MI* Performed house maintenance and submitted formal maintenance request service tickets for larger/more complicated repairs* Participated in committee meetings, voted on grant proposals, and oversaw installation of new appliancesGeneral Assistant Intern 9/2013 - 2/2014Annapolis Hybrid Marine - Annapolis, MD* Assisted with various technical tasks around the office* Participated in boat shows and other trade events to promote and inform people about the companyBusser/Food Runner, Salad Chef, Expediter 9/2011 - 8/2016Coconut Joe’s Bar & Grill - Edgewater, MD* Bussed tables, ran food, made customers’ salad orders, oversaw final order preparationsSkills Personal* Interdepartmental coordination & teamwork* Official business communications* Proficient customer recognition & relationship building* Conflict resolution & handling of sensitive issues* Training & leading teams* Multi-line phone management* Intermediate written & verbal Spanish comprehension* Human Factors principles* User research & data gatheringHard* Product expertise & design* Records filing & organizational documenting* Proofreading & auditing* GD&T Geometric Dimensioning & Tolerancing* Quality control/performance assessment* Mechanical intuition & repair skills* Conceptual physics & engineering principles* Comparative task analysis* Risk management* Iterative testing & design cycle* Computer hardwareSoft* Microsoft Office & Google Drive* Adobe Suite (Photoshop, Illustrator, etc.)* Database maintenance* Technical writing* ISTQB Certified Software Tester* Creation of design artifacts* CAD (NX, Figma)* STEM mindsetPortfolio Highlights* Sound Writing Project* Content Strategy & Style Guide* Usability Analysis* UX Research Project