Angel Skorupan
Olathe,KS
Summary
Innovative experience designer and solution architect with over 20 years of expertise in delivering customer-centric design and implementation solutions. Proven track record in transforming processes to enhance response times, reduce costs, and minimize errors while elevating user experiences. Recognized for fostering collaboration and initiating strategic resolutions that drive product growth opportunities.
Overview
20
20
years of professional experience
Work History
Conversational & Experience Designer, Senior
PNC - Center of Excellence
Olathe, KS
09.2021 - 08.2024
- Collaborated with LOBs and CIO partners to uncover strategic automation opportunities.
- Designed an enterprise 'Help Desk' virtual assistant to improve customer experience, reduce hold time, and automate issue resolution using Kore.AI, resulting in an expected annual savings of $1 million.
- Architected the automated capture of formal trust-related grantor details using Automation Anywhere, and facilitated information integration into back-office data repositories within four months to avoid financial penalties.
- Developed 'Titling - Add Signer' card solution with Automation Anywhere and DocAI, reducing processing time from weeks to minutes.
- Provided guidance, recommended improvements, controls, and assessed process automation risk factors for Model Risk Management vulnerabilities.
Infrastructure Configuration Consultant
PNC-Enterprise Network Solutions (ENS)
01.2018 - 09.2021
- Project managed an 18-month BBVA merger conversion, integrating over 700 sites' telecom networks into PNC's infrastructure.
- Designed the ServiceNow staging environment for onboarding 2,600+ circuit and demographic parameters.
- Spearheaded three vendor-centric automation projects to enhance efficiency, improve accuracy, and simplify user experience.
- Researched and resolved data inaccuracies within the circuit, equipment, product, and expense inventories, reducing the annual budget by 28%.
- Designed and implemented an automated circuit provisioning and ordering process within ServiceNow for 1,900 branches.
- Wrote and maintained risk mitigation, performance management controls, and procedures.
Business Architect | Genesis 10
PNC-Enterprise Network Solutions (ENS)
11.2015 - 01.2018
- Designed and architected the migration of PNC's telecom network databases from end-of-life Lotus Notes to ServiceNow, while integrating a new third-party expense management vendor within 10 months.
- Managed and improved the efficiency of circuit orders for over 2,700 sites, in alignment with a multi-million-dollar Ethernet network deployment project.
- Spearheaded the development, architecture, and implementation of a ServiceNow prototype for automating circuit request processing.
- Reconciled back-office network circuit inconsistencies, leading to $6.7M in annual cost savings.
- Facilitated business models and processes with multiple vendors to ensure alignment of business objectives with network capabilities.
Technology Architect (Lead)
Sprint
OP, KS
08.2013 - 11.2014
- Designed and delivered development/strategic life-cycle architectural models
- Managed strategic deployment/communication with various stakeholders
- Built design thinking centric UxD interface
- Provided architectural blueprints and direction on enterprise projects
- Integrated new service delivery platforms, network resource management applications, performance and capacity reporting tools, and redundant metadata database warehouses
Solution Architect (Lead)
Ericsson
04.2009 - 08.2013
- Led 14 concurrent large-scale Network evolution projects
- Developed a $17.5M dollar capacity measurement/management/forecasting platform
- Enhanced customer experience and reduced costs through the 'Capacity Tool Suite' (CTS) application
- Evaluated UI methods to improve UxD data views and traffic trends
- Transformed health scorecards using Agile/Interactive Design project management methods
Education
MA - Interaction Design
University of Kansas
Lawrence05-2011
BS - Journalism
University of Kansas
Lawrence, KSBachelor of Arts - Information Systems And ESociety
University of Arizona
Tucson, AZSkills
- Conversational Design
- Experience Design
- Automation
- AI Integration
- Solution Architecture
- Process Improvement
- Project Management
- Data Integration
- Design strategy
- Analytical skills
- Wireframing and prototyping
- Concept development
- Project management
- Copywriting and editing
- Interaction design principles
- Chatbot design
- Collaborative Problem-solving
- User research methods
- Persona development
- Journey mapping
- Artificial intelligence design
- User-centered design
- Process improvement strategies
- Requirements analysis
- Cross-functional team leadership
- Performance metrics
Websites
Timeline
Conversational & Experience Designer, Senior
PNC - Center of Excellence
09.2021 - 08.2024
Infrastructure Configuration Consultant
PNC-Enterprise Network Solutions (ENS)
01.2018 - 09.2021
Business Architect | Genesis 10
PNC-Enterprise Network Solutions (ENS)
11.2015 - 01.2018
Technology Architect (Lead)
Sprint
08.2013 - 11.2014
Solution Architect (Lead)
Ericsson
04.2009 - 08.2013
MA - Interaction Design
University of Kansas
BS - Journalism
University of Kansas
Bachelor of Arts - Information Systems And ESociety
University of Arizona