Customer Service Quality Assurance
Resume:
CHRISTOPHER REYNOLDS
**** ***** ***** • MCKINNEY, TEXAS 75070 • PHONE (972) 762 – 2677
EMAIL: ***.*********@*****.***
EXECUTIVE SUMMARY
A dedicated professional with strong forensic, litigation support, and customer service experience.
Helped built the McAfee forensic and litigation support department from scratch into an organization
that saved the company millions of dollars a year. Committed to constantly increasing my security
knowledge and skills.
PROFESSIONAL CERTIFICATIONS and AFFILIATIONS
Master of Science in Information Assurance
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CISSP Certified
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EnCase Certified Examiner (EnCE)
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Certified Ethical Hacker (CEH)
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Certified Penetration Tester (CPT)
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Member Association of Litigation Support Professionals (ALSP)
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SECURITY-RELATED TECHNICAL SKILLS
EnCase Enterprise and EnCase eDiscovery
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Autonomy eDiscovery products (Introspect, ALH, ECA, EAS)
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Microsoft Windows, Microsoft Office Suite
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Digital forensic data collection methods and procedures
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Strong knowledge of the EDRM model
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EXPERIENCE
12/2006 – 1/2014 McAfee, Inc.
Company Description: McAfee, a wholly owned subsidiary of Intel Corporation, is the world's
largest dedicated security company. They provide a variety of security products and solutions.
Senior Forensics and Litigation Support Specialist
Occupied a litigation-support role. Performed data collection and productions, data review and
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examination, and custodian interviews. Worked closely with our Legal department, external review
firms, and external Legal counsel to meet production deadlines.
Helped build the McAfee litigation support department from nothing into an environment where our
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ability for aggressive and rapid production of files resulted in millions of dollars in savings and
damages.
Performed forensic investigations and incident response within the company for Human Resources,
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Audit, and senior management. Investigations involved forensic data collection, analysis, and
reporting of findings in a timely and highly confidential manner.
Acted as an IT administrator of the technical tools used by our Legal and Audit departments,
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including several Autonomy products (Introspect, ALH, EAS and ECA), EnCase eDiscovery,
SendThisFile, and SharePoint.
Earned a 2010 3rd Quarter CIO Excellence Award
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Earned a 2013 4th Quarter SPARK Award
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2/1998 – 12/2006 Docucorp International (since bought by Oracle)
Company Description: Docucorp provides dynamic software solutions for acquiring, managing,
personalizing, and presenting enterprise informations – from bills, statements, and forms to e-mail,
transactions, customer correspondence, and more.
Senior Support Analyst
Provided user and technical troubleshooting assistance for over thirty different proprietary products
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operating on a variety of operating systems.
Maintained over 92% customer satisfaction rating.
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Frequently user client data to recreate and troubleshoot customer problems.
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Performed a Quality Assurance role. Researched and tested new and existing products to maintain
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quality control and assure customer satisfaction. Took initiative to ensure regression and stress
testing of products were preformed since no formalized QA methodologies were in place.
Ensured security during QA process by verifying proper passwords were working and permissions
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assigned to users were being enforced.
Created and maintained user IDs and passwords for Docucorp technical support web site, which
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required prior authentication of customers and then authorization of permission to access sensitive
areas of the web site.
Helped evaluate fixes and software changes proposed by client and Professional Services personnel.
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EDUCATION
2006 University of Dallas
• Masters of Science in Information Assurance
1995 University of North Texas
• Bachelors of Business Administration
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