Customer Service Quality Control

Walter E. Izzard Phone 240-***-**** Home

Brooks St NE E-mail: ********@*****.***

Washington, DC 20019

Qualifications Summary

Legal and Administrative support professional experienced working in fast paced environments demanding strong organizational, technical, and interpersonal skills. Committed to superior customer service, confident and poised in interactions with individuals at all levels. Detail oriented and resourceful in completing projects; able to multi-task effectively. Capabilities include:

Filing & Data acquisitions Mail Archive recovery

Extraction and Meta Data Capture Load-files manipulation

Culling and Export Training

Copier, Printing & Fax Problem Solving

Application Support

PROFESSIONAL WORK HISTORY

11/09-06/11 Litigation/IT Specialist, Securities and Exchange Commission, Los Angeles, CA

Worked with load various load files and Meta data summaries into Concordance Databases.

Assisted less experienced staff with processing and troubleshoot issues with a range of software and hardware.

2/06-11/09 Litigation Support Specialist, Federal Trade Commission, Washington, DC

Assisted and trained paralegals and attorneys with the operation of Concordance 2007 and LAW E-Discovery, so that document review can be done effectively.

Assisted in the implementation of LAW E-discovery and Scanning Platform thought the agency.

Worked with and tested the integration of Equivio pilot into Legal Access Ware.

Extracted forensic evidence utilizing Encase and ILook forensic data capture software.

Processed and convert E-Discovery raw Emails and E-docs into a query related Database.

Edit and load various load files and Meta data summaries into Summation and Concordance Databases

Assisted less experienced staff with difficult decisions on processing and troubleshoot issues with a range of software packages.

5/05-8/05 Legal Support Engineer, Aaxis Technologies, 1101 30th Street, NW Suite 100A Washington, DC 20007 (Contracted Position).

Extracted raw data from email formats such as PST and NSF files and process native application files into tiff images.

Converted Mata data from native files and email archives into query base formats using custom UNIX scripts.

Performed queries utilizing UNIX and SQL commands to achieve specified outputs for legal software formats (Concordance, Summation and Ipro).

Verified Meta Data and images are able to load within the specified application, by loading that data into client specific legal software.

9/04- 5/05 Data/Final Media Analyst, Merrill Corporation, 1325 G Street N.W., Suite B-1Washington, DC 20005

Analyzed and modified various Litigation platform load files (Opticon, Doculex, Ipro and Summation) so printing or linking of scanned images were accurate.

Performed E-Discovery preparations, such as Meta Data extraction from compressed email archives and raw native files.

De-duplicated necessary documents and converted files into the images for Litigation platforms, using Z-print E-discovery/Automated printing software.

Exported images and Meta Data by performing queries of specific ranges specified by the client, utilizing query functions of Legal Access Ware.

3/04- 8/04 Floor Manager, Uniscribe Professional Services, Washington, DC

Validated clients’ job specifications and negotiate final deadlines with account managers.

Coordinated imaging jobs and monitor progression to ensure deadline compliances.

Performed final Quality Control of all load-files that are distributed for various litigation platforms.

Tracked employees’ performances and train them to develop the skills necessary to perform their duties.

Ensured all billing processes are accurate for invoicing.

1/04- 3/04 Help Desk Analyst, Signal Solutions, Fairfax, VA, (Contracted Position).

Contract location

VA-CIRC

Answered calls through ticketing software (Remedy).

Handled all VPN related calls at the Tier 1 level and escalate support calls to Tier 2 level.

Annotated all support interaction with user.

3/02- 1/04 Shift Manager, OmniDox, Washington, DC

Assisted Project Management with all aspects of preparation of client’s files for imaging.

Maintained project inventory, kept track and updated client’s projects utilizing logs.

Prepared and perform quality control on all images so that a final media can be produced.

Trained new employees, management and assist existing employees on imaging software (Legal Access Ware) and procedures.

Prepared individual performance evaluations for all staff under my supervision.

Maintained entire outlook on current jobs and future jobs so deadlines are accomplished

CERTIFICATIONS

Litigation Support

Legal Access Ware

Concordance – Administrator

Summation – User/Administrator

IT

A+ - Windows and DOS Environment / MCP- NT 4.0 Workstation, Server and Net Essentials

Network+ Certification - LAN/WAN

TECHNICAL SKILLS

Diagnose and resolve software, hardware, network and technical issues.

Knowledge of hardware architectures includes upgrades of CPU, memory modules, video standards, and device configuration of peripherals.

Detail oriented and organized to perform administration of a Windows NT 4 Domain including server installation, creation of user and group accounts, account policy management, user profiles, system policies, server management, replication, and management of file systems including: FAT, NTFS, Volume Sets, and NT-based RAID.

Efficient usage of MS Office 2000 (Word, Access and Excel)

Well versed with Litigation Imagery software Legal Platforms such as:

Doculex 5,

Legal Access Ware 4/5, Z-print and Concordance

Ipro E-Scan-IT

Summation

Equivio

EDUCATION

Strayer University, Washington, DC

Bachelor of Science/Computer Information Systems (54-quarter credit hours towards BS - GPA 3.2)

Computer Analytics, Inc. Silver Spring, MD

MCSE NT 4.0- Courses: Networking Essentials, Supporting Windows NT 4.0-Core Technologies,

Support for Windows NT 4.0-Enterprise Technologies and TCP/IP

A+ Core and Windows/DOS Environments

Network+

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