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Project Support Specialist Project Fi Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary
Enthusiastic Information Technology Contractor seeking a contract or full-time employment opportunity in a dynamic environment. Experience includes desktop support, customer service, product support, project management, eDiscovery processing, and digital forensics.
Experience
Project Support Specialist - Project Fi, 09/2015 to Current
Zones, Inc. Kent, WA,
  • Retained customers by collaborating with internal engineering, product, and support teams and external vendors to solve critical issues.
  • Analyzed bug reports and user feedback to investigate and solve technical and account issues for Project Fi customers.
  • Decreased kick back to a lower tier of support by utilizing HTML, CSS, and JavaScript to build a bug report analyzation tool.
  • Solved a delay in onboarding future team members by developing a detailed training and reference handbook of department processes and procedures.
Desktop Support Technician, 04/2015 to 09/2015
Leidos Atlantic City, NJ,
  • Maintained a 99% client satisfaction score while supporting the Stanford community, representing over 20,000 end users, with technical issues, mobile device management, and account services.
  • Lead internal training sessions on trouble ticket creation and proper incident escalation procedures in Remedy.
  • Solved an issue of unprofessional correspondence within the department by creating and documenting a Customer Response Handbook.
  • Utilized HTML/CSS to publish technical support documentation for the Stanford IT Services website.
Assistant eDiscovery Project Manager, 08/2014 to 02/2015
Stroz Friedberg City, STATE,
  • Managed and performed the standard Electronic Data Discovery (EDD) processing workflow, from importing data to providing clients with review and trial ready Productions with a 100% accuracy rating.
  • Processed time sensitive requests for multiple law firms across multiple high-profile cases with discretion for confidential information.
  • Provided additional technical support to customers including account management and training on Stroz Friedberg's in-house review program.
  • Directed quality assurance efforts to maximize the quality of trial ready Productions and minimize the risk of any errors.
eDiscovery Specialist, 04/2014 to 06/2014
Salesforce.com City, STATE,
  • Performed the collection and forensic imaging of electronically stored information (ESI) for over 800 devices ranging from a variety of operating systems for current ongoing civil litigations and other confidential corporate matters with a 100% accuracy score.
  • Increased data collection output by 150% by designing and improving procedures and workflows while maintaining data integrity.
  • Lead the tracking of ESI collection to ensure that all collection deadlines were met to bridge communication between the IT Operations and Legal departments.
  • Supervised the release of assets on Legal Hold to IT Provisioning.
Forensics/eDiscovery Analyst, 07/2013 to 01/2014
Discovia City, STATE,
  • Spearheaded a newly created role, focusing on evidence collection, forensic examination, and management of live and preserved ESI commensurate with department requirements and industry standards.
  • Lead an audit of three years worth of over 1000 chain of custody forms.
  • Ensured that all assets were accurately logged into a client-facing database, significantly decreasing the number of assets in evidence storage and increasing project status visibility for clients.
  • Met with clients face-to-face, to collect assets and ESI, maintaining positive customer interactions.
  • Processed removal requests for stolen intellectual property content as per requests from clients.
Secure Content Delivery Services Intern, 06/2013 to 08/2013
Twentieth-Century Fox City, STATE,
  • Discovered violations in internal compliance Fox's Intellectual Property Code of Ethics via network logs and hard drive analysis, leading to investigation and action taken by the Fox Legal team.
  • Lead a project directed by the Senior Vice President of Fox Secure Content Delivery Services focused on tracking internal security violations.
  • Collected and examined ESI as per requests from the Fox Group Legal eDiscovery department for current ongoing litigations.
  • Performed investigations on unauthorized, bootlegged copies of Fox's intellectual property that were sold on large, retail websites.
Desktop Suppport and Migration Technician, 09/2011 to 03/2013
Utica College City, STATE,
  • Resolved computer hardware, software, printers, email, security, operating systems, and account management issues via tickets, phone calls, and in-person consultations for the Utica College campus, representing over 5,000 students, staff, and faculty members.
  • Created, installed, and modified disk images for over 200 computers in the school's computer labs and for need-based students in a one month period, following specifications from each academic department.
  • Performed desktop and laptop migrations for Utica College's faculty and staff members with 100% accuracy and no loss of user data or applications.
  • Represented the IT Department at Freshman Orientation Sessions, providing consults for students and their parents in regards to which type of computer would best fit each individual student's need.
Education
Bachelor of Science: Cybersecurity - Cybercrime Investigations and Forensics, Expected in December 2013
to
Utica College - Utica, New York
GPA:
Cybersecurity - Cybercrime Investigations and Forensics
Associate of Science: Criminal Justice - Investigations, Expected in May 2011
to
Norwalk Community College - Norwalk, Connecticut
GPA:
Criminal Justice - Investigations
Skills
EnCase, Internet Evidence Finder, Access Data Forensic Toolkit, LANTERN Device Acquisition and Analysis, BlackLight, Cellebrite UFED
 
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Zimbra, Microsoft Office365, Remedy, JIRA, Google Apps, Multiple Operating Systems (Windows, Mac, Linux, iOS, Android)
 
Familiarity with: HTML and CSS.

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Resume Overview

School Attended
  • Utica College
  • Norwalk Community College
Job Titles Held:
  • Project Support Specialist - Project Fi
  • Desktop Support Technician
  • Assistant eDiscovery Project Manager
  • eDiscovery Specialist
  • Forensics/eDiscovery Analyst
  • Secure Content Delivery Services Intern
  • Desktop Suppport and Migration Technician
Degrees
  • Bachelor of Science
  • Associate of Science

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