Hi, I'm Alex
Designer & Technologist
I design digital products that solve real problems. Working across technical roles from QA to IT support has given me direct insight into how people interact with technology and what frustrates them. Combined with my Master's in Information Science at Cornell, I create solutions that are both technically sound and genuinely useful.
Projects
GenConnect
May 2025
A research project exploring how younger adults help older relatives adopt social media. Through cultural probes, co-design workshops, and interviews, I designed GenConnect, a system that makes intergenerational tech support easier for both sides.
- Figma
- FigJam
- Cultural Probes
- Co-Design Workshops
- Contextual Interviews
TDX Support Portal
April 2025
A redesign of Cornell Human Ecology's IT support portal that transformed scattered resources into an organized, accessible system. The new portal improves self-service options and streamlines support requests, helping users solve common issues independently.
- TeamDynamix
- Knowledge Base Development
- Comparative Analysis
Mann Library Knowledge Base
May 2024
Designed and implemented a SharePoint knowledge base for Mann Library staff, transforming scattered documentation into an organized, maintainable resource. Through user research, I created an information architecture that improved content discovery and streamlined maintenance workflows.
- SharePoint
- Microsoft 365
Experience
About Me
My interest for product design began while working at Mann Library, where I saw firsthand how thoughtful solutions could transform user frustration into satisfaction. Working in technical support gave me unique insights into the pain points people experience with technology and the impact of good design.
Furthermore, my background in game development and IT support has shaped me into someone who can bridge the gap between technical possibilities and user needs. Currently balancing full-time work as an IT Support Technician with my master's in Information Science at Cornell, I'm developing a deeper understanding of how to create digital experiences that are both functional and intuitive. I'm focused on turning research and user insights into practical improvements that make technology work better for the people who use it.
Master of Professional Studies (MPS), Information Science
Cornell University
August 2024 - December 2026
Coursework Completed
- Human Computer Interaction
- Visual Data Analytics for the Web
- Qualitative User Research & Design Methods
- Learning Analytics
IT Support Technician IV
Cornell University - College of Human Ecology
May 2024 - Present
Key Skills
- User Experience Design
- Information Architecture
- Technical Documentation
- User Research
- System Administration
Tools Used
- TeamDynamix
- Figma/FigJam
- Notion
- Active Directory
- JAMF
- SCCM
Key Responsibilities
- Designed and launched a centralized TDX support website, simplifying ticket submission and improving user access to self-service resources
- Evaluate departmental technology needs and recommend solutions that balance functionality, user requirements, and budget constraints
- Partner with managers and new hires to coordinate onboarding and offboarding, advising users on optimal device and software configurations based on role requirements
- Act as the primary IT liaison for two departments, managing the TDX ticketing system to efficiently prioritize and resolve support requests for 200+ staff and faculty across MacOS and Windows
User Services and Instructional Technology Coordinator
Cornell University - Mann Library
April 2023 - May 2024
Key Skills
- Information Architecture
- User Research
- Web Accessibility
- Content Strategy
- Technical Documentation
Tools Used
- SharePoint
- WordPress
- Adobe Creative Suite
- Figma
- Microsoft 365
Certifications
- User Experience Design, eCornell
Key Responsibilities
- Developed a SharePoint Knowledge Base for library staff, improving information accessibility and streamlining team workflows through iterative design process
- Redesigned public technology documentation through user research and accessibility principles, resulting in increased self-service adoption and a reduction in support requests
- Collaborated with web development teams to maintain and enhance the library's public facing WordPress website, ensuring web accessibility compliance with WCAG standards
- Supervised and mentored student help desk staff, developing onboarding materials and training programs to ensure consistent, high-quality user support
Quality Assurance Tester
Cornell University - Research & Innovation
August 2022 - April 2023
Key Skills
- Usability Testing
- User Flow Analysis
- Bug Tracking
- Test Case Design
- User Feedback Analysis
Tools Used
- Wrike
- Box
- SnagIt
Certifications
- Python for Data Science, eCornell
- IRB Training
Key Responsibilities
- Conducted comprehensive QA testing for web-based applications, analyzing system usability and user interactions to identify opportunities for enhancement
- Designed and executed functional, smoke, and regression test cases, uncovering critical usability and performance issues during product development cycles
- Partnered with development teams and stakeholders to generate actionable user insights, delivering detailed visual and functional feedback to optimize product usability
- Developed thorough documentation of testing processes, bug tracking, and usability assessments, supporting ongoing product enhancements
Bachelor of Science (BS), Entertainment Arts and Engineering
University of Utah
August 2018 - May 2022
Program Focus
- UI/UX Design
- 3D Modeling
- Game Development
- Digital Art
- Technical Art
Key Achievements
- Chosen as a 2022 IGDA Scholar, where I had the opportunity to shadow and conduct interviews with industry professionals
- Spearheaded organization efforts for HackTheU, the University of Utah's largest hackathon organization, playing a role in planning and executing large-scale events that drew hundreds of participants from across the region
- View my 3D modeling and game art portfolio on ArtStation
SMB Technical Support Specialist
Microsoft
July 2020 - June 2022
Key Skills
- Knowledge Base Development
- User Needs Analysis
- Technical Documentation
- Microsoft 365 Administration
Tools Used
- SharePoint
- Microsoft 365 Admin Center
- Exchange Admin Center
- Azure Portal
Key Responsibilities
- Piloted the initial Small-Medium Business Support program for Education at Work, serving as a representative for evaluating user issues related to Microsoft commercial software
- Gathered and analyzed user pain points via phone and email, leveraging test scripts, personal expertise, and internal resources to inform program improvements
- Collaborated with colleagues to implement a companywide SharePoint site for documenting common troubleshooting steps, streamlining knowledge sharing and empowering employees with self-service resources
- Trained and mentored new employees on support structure and best practices, contributing to the successful scaling of the program from 15 to over 300 employees
Consumer Technical Support Specialist
Microsoft
May 2019 - July 2020
Key Skills
- User Feedback Analysis
- Product Testing
- Technical Documentation
Tools Used
- Microsoft Support Tools
- Remote Assistance Software
- Windows Diagnostic Tools
- Microsoft 365 Apps
Key Responsibilities
- Analyzed and resolved customer issues related to Windows OS and Microsoft Office on both Windows and Mac platforms, leveraging user feedback and technical expertise to deliver outstanding support and achieve a CSAT of 190+ / 200
- Collaborated with engineers and supervisors to brainstorm and implement solutions for user problems, contributing to continuous product and support process improvements
- Provided detailed feedback to developers on Microsoft 365 applications, Windows, and a beta-stage chat-based support system, influencing feature enhancements and bug fixes based on real user insights