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.
10/2015 to Current
Project Support Specialist - Project FiGoogle (via Adecco) － Mountain View, CA
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.
Solved a delay in onboarding future team members by developing a detailed training and reference handbook of department processes and procedures.
04/2015 to 09/2015
Desktop Support TechnicianStanford University － Palo Alto, CA
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.
08/2014 to 02/2015
Assistant eDiscovery Project ManagerStroz Friedberg － San Francisco, CA
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.
05/2014 to 07/2014
eDiscovery Specialistsalesforce.com － San Francisco, CA
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.
08/2013 to 02/2014
Forensics/eDiscovery AnalystDiscovia － San Francisco, CA
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.
06/2013 to 08/2013
Secure Content Delivery Services InternTwentieth-Century Fox － Los Angeles, CA
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.
09/2011 to 03/2013
Desktop Suppport and Migration TechnicianUtica College － Utica, NY
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.
Bachelor of Science: Cybersecurity - Cybercrime Investigations and ForensicsUtica College － Utica, New YorkCybersecurity - Cybercrime Investigations and Forensics
Associate of Science: Criminal Justice - InvestigationsNorwalk Community College － Norwalk, ConnecticutCriminal Justice - Investigations
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)