Support Customer
Resume:
Mr. Jabari (Jay) S. Scott
Fort Washington, MD 20744
Business: 240-***-****
Work Email: *******@*****.***
Litigation Support
“E Discovery lifecycle experience, Scanning, Load file creation and blowbacks using Law 5.0,
Creating & Maintaining Concordance Databases, also Burning Data to CD’s/DVD’s and hard drives.
WORK EXPERIENCE:
Helpdesk/Customer Support Analyst
Oracle/Micros Systems,
Columbia, MD (May2013 – present)
Provide accurate helpdesk support in a timely manner in a 24/7 365 day helpdesk environment, as
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well as, answering incoming customer calls in a timely manner and/or takes assignment of cases
from others.
Resolve customer software issues (interface, server, database or application) using available
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resources (Bomgar, VPN access, Dovetail solution base, etc.).
Resolve issues such as: printer setup or printing issues, user lock out and password reset,
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adding/deleting users, utilizing scripts and SQLplus, etc.
Support Implementation personnel with technical questions; also escalating unresolved cases as
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necessary.
Dispatch unresolved cases appropriately as needed and documenting all work as instructed utilizing
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Clarify application.
Use discretion and judgment to ensure customer satisfaction and utilization of time.
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Litigation Support Analyst
Steptoe & Johnson LLP, Merrill Corporation Inc.
NW Washington, DC (October 2010 May 2012)
Created and supported document databases/indexes, transcripts, and images in Relativity,
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Concordance, LiveNote, CaseMap, TimeMap, Microsoft Access, and like litigation support
applications.
Worked with case teams and senior litigation technology professionals to assess and support
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technology needs throughout all stages of the litigation process.
Coordinates with senior litigation technology professionals and case teams to select, communicate
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with and manage outside vendors for electronic discovery projects.
Coordinated the project set up, scanning, coding, and OCRing of documents with outside vendors.
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Tracks multiple projects to ensure case deadlines are met.
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Understands MS SQL and related tools also worked on database and code management, review and
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documentation.
Consult with the firm's lawyers and clients on best practices for the full EDRM lifecycle.
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Helpdesk Support/Junior Drafter
TD Creations,
Clinton, MD (January 2009 October 2010 and May 2012 to May 2013)
• Solve many problems by troubleshooting, helping diagnose issues by providing daily technical
support to network, connectivity and e mail. Manage all PCs and assist in programming operating
system from Windows 98, 2000 to XP for all company workstations also attend various seminars,
which help to increase knowledge.
Assist in documenting, maintaining, analyzing, troubleshooting, and repairing hardware and software
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systems.
Learned all new technologies (administrator and user) and provided technical support and guidance
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to users.
Senior Litigation Analyst & Quality Assurance Team Lead
Security Exchange Commission (SEC) CACI,
N.E. Washington, DC (March 2005 December 2008)
• Oversaw a QA team of three to seven people who perform QA checks to a standard of 96 to 98%
accuracy. Held meetings to develop solutions which streamline our processes to comply with SEC
standards and SLA. Managing Concordance DB’s (creating and maintaining DB’s as well as running
various queries for attorneys).
• Assisted in training end users on litigation applications and testing of SEC litigation software and
providing feedback to software programmers and executive staff, also worked with other senior staff
to develop and maintain standard training materials.
• Loading data (Dat files, OCR text, Bates numbers, etc.) into Concordance database.
Litigation User Support/Help Desk Specialist
Department of Justice (ENRD) Labat Anderson,
N.W. Washington, DC (September 2004 March 2005)
Responsible for maintaining Concordance databases for search and retrieval support, including
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document database searching, troubleshooting, and identification of duplicate documents also
responsible for re numbering, linking, testing and loading picture and text files.
Loading data (Dat files, OCR text, Bates numbers, etc.) into Concordance database.
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EDUCATION:
***In the process of obtaining my Project Managers Certification (PMP) from PMTI
Masters of Science in Management Information Systems 6/06
Strayer University, Camp Springs, MD
Bachelors of Science in Computer Information Systems 5/04
Strayer University, Camp Springs, MD
APPLICATION SKILLS:
Building and maintaining relational databases, manipulating data text files and image load file. Technical
understanding of various unstructured data types such as .pst, .doc/.docx, .xls/.xlsx. Experience performing
large volume data loads, searches, cataloging, tagging, and presenting of unstructured data sets, and utilizing
litigation support tools: Concordance, Law 5.0, iConect, LiveNote, IPRO, Trial Director, Relativity and
CaseMap, E discovery, Text pad, Ultra Edit, Doculex, Opticon, Proficiency in MS Excel, PowerPoint, Word,
Access, and Visual Basic.
Contact this candidate