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Summary
Over eight years of customer service experience, six years as a field service engineer, four years of human-subject research experience, three years of team supervision experience, and two years of mechanical assembly experience. Approximately eight years of experience in a manufacturing environment. Thorough understanding of electrical and mechanical systems, and their interfaces. Extensive work with a wide range of automated systems. Completed human subjects research pertaining to human-automation interaction. Work experience in commercial, industrial, and residential settings. Analytical thinker with a track record of analyzing, troubleshooting, and improving complex systems. Strong interpersonal skills, with a team mentality.
Education
Arizona State University — Mesa, AZ
Aug. 2017 – May 2019
Degree: Master of Science
Major: Human Systems Engineering
Grand Canyon University — Phoenix, AZ
Oct. 2014 – Feb. 2017
Degree: Bachelor of Science
Major: Business Management
ITT Technical Institute — Canton, MI
Mar. 2004 – June 2006
Degree: Associate of Applied Science
Major: Computer and Electronics Engineering Technologies
Experience
Human Factors Researcher — Cerner — Kansas City, MO
Aug. 2019 — Mar. 2022
Key Responsibilities:
- Design studies to assess, for the intention of improving, the usability of Electronic Health Record software
- Collect, analyze, and interpret data gathered from human-subject research
- Report out findings to key stakeholders
Research Assistant — Exponent — Phoenix, AZ
June 2018 — May 2019
Key Responsibilities:
- Moderate usability studies for a Fortune 500 client
- Make suggestions for improving study designs
Research Assistant — ASU — Mesa, AZ
Nov. 2017 — May 2019
Key Responsibilities:
- Conduct research for the ADAPT (Automation Design Advancing People and Technology) lab
- Collect, analyze, and interpret data
- Collaborate on writing up results for presentation and publication
Field Service Engineer — Edwards Vacuum — Chandler, AZ
Feb. 2012 — Mar. 2016
Key Responsibilities:
- Installation and maintenance of vacuum pump and abatement equipment at an Intel semiconductor manufacturing facility
- Training of customer personnel and co-workers on equipment
- Team lead to ten installation techs
Mechanical Assembler — Universal Laser Systems (via Aerotek) — Scottsdale, AZ
May 2011 — Feb. 2012
Key Responsibilities:
- Assembly of laser cutting and engraving machines
- Provide troubleshooting of mechanical failures
Mechanical Assembler III — Jabil — Tempe, AZ
Dec. 2010 — May 2011
Key Responsibilities:
- Assembly of emulators for the semiconductor industry
Painter — NAMHO Enterprises — Toledo, OH
July 2009 — Oct. 2010
Key Responsibilities:
- Residential, commercial, and industrial painting
Bartender — Eagle Café — San Francisco, CA
Sept. 2008 — June 2009
Key Responsibilities:
- Serving customers food and beverages
Technologies Specialist — Marketcraft — Tempe, AZ
Aug. 2007 — June 2008
Key Responsibilities:
- Layout, design, and installation of various technology at customer real estate sales centers
- Programming of control systems for interactive displays
- Troubleshooting equipment failures
Painter — Pollock’s Decorative Painting — Toledo, OH
May 2007 — Aug. 2007 & May 2005 — Sept. 2006
Key Responsibilities:
- Residential and commercial painting
- Team lead
Field Service Technician — General Inspection — Davisburg, MI
Sept. 2006 — May 2007
Key Responsibilities:
- Provide repairs and preventative maintenance on precision sorting machines
- Installation and customer training on equipment
- Troubleshooting of malfunctioning circuit boards
Server/Trainer — Red Robin — Toledo, OH
Nov. 2004 — May 2005
Key Responsibilities:
- Performing normal server duties
- Training new servers
Front Desk and Maintenance — Days Inn — Perrysburg, OH
June 2004 — Oct. 2004
Key Responsibilities:
- Providing customer service to guests
- General hotel maintenance, including light plumbing and electrical work
Skills and Aptitudes
- Quantitative and Qualitative research methodologies
- Heuristic Evaluation
- Time Studies
- Task Analysis
- Cognitive Task Analysis
- Root Failure Analysis
- Usability Testing
- Statistical analysis in R
- SPSS
- Microsoft Office Suite
- CAD (Fusion 360)
- Prototyping
- Wireframes
- Troubleshooting
- Problem solving
- Analytical reasoning
- Objective analysis
- High level of empathy
- Effective leadership
- Customer service
- High mechanical aptitude
- PLCs (PLC-5, SLC-500, Micrologix)
- Proficient with a wide array of hand and power tools
- Electronics assembly and troubleshooting
Publications
Accountability Increases Resource Sharing: Effects of Accountability on Human and AI System Performance
International Journal of Human-Computer Interaction (October 1, 2020)
Publication URL: https://doi.org/10.1080/10447318.2020.1824695
Abstract
Accountability pressures have been found to increase worker engagement and reduce adverse biases in people interacting with automated technology, but it is unclear if these effects can be observed in a more laterally controlled human-AI task. To address this question, 40 participants were asked to coordinate with an AI agent on a resource-management task, with half of the participants expecting to justify their decision strategy, which comprised our accountability condition. We then considered the effects of accountability on performance, as measured by participants’ resource sharing behaviors, their individual, and joint task scores (throughput), and their perceived workload. Participants in the accountability group shared more resources with their AI partner, took more time to make decisions, and performed worse in the task individually, but had AI partners who performed better. We found no difference between groups on how prepared they felt they were to justify their decisions, and participants reported similar levels of workload. Results suggest accountability pressures can influence exchange strategies in human-AI tasks with lateral control.