A Holloway

• Perform forensic data collection and basic forensic analysis in both on-site and remote capacity
• Maintain forensic tool set by staying current on version updates and new options in the market
• Work closely with project management and other team members on completing complex projects in a fast pace, deadline-driven environment
• Assist in developing, documenting, and refining procedures to accomplish discovery process requirements
• Manage all chain of custody best practices associated with the rules of evidence
• Consistently adhere to standard operating procedures
• Perform quality checks on work products prior to delivering to the client
• Complete additional duties assigned by the manager including general IT functions

eDiscovery work:

• Served as the primary point of client contact in the execution of projects involving the identification, collection, processing, review, and production of electronically stored data (ESI) relevant to litigation or investigations.
• Collaborate with clients to implement efficient workflows, proactively identify and mitigate risk, apply quality control best practices, address technical challenges to make ESI preserved for a matter discoverable, viewable and useful.
• Accurately and proactively communicates with clients and team members about upcoming commitments and deadlines, project status updates, and delivery issues or challenges.
• Maintain consistent communication and coordination with clients and team members to ensure timely and cost-efficient delivery of all required support tasks, along with the successful completion of established project objectives.
• Lead external and internal meetings to review work results.
• Ensure eDiscovery best practices are followed to ensure the accuracy and reliability of analysis by performing quality control checks.
• Show proven expertise in leading eDiscovery tools, including Relativity and Brainspace.
• Prepare and update thorough documentation of progress and milestones, including summaries of team’s delivery efforts, tracking, and reporting.
• Identifying opportunities for process improvement and streamlining.

• Provide timely, efficient technical support with prompt responses to customer inquiries.
• Troubleshoot and resolve customer issues via phone and other communication channels.
• Follow up with customers post-troubleshooting to ensure full product functionality.
• Collaborate with the engineering team to address complex technical challenges.
• Work closely with the product team, incorporating customer feedback into product improvements.
• Build and maintain an internal knowledge base with useful guides and solutions.
• Continuously refine and enhance the customer support process for better efficiency.
• Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams.
• Participate in customer meetings when needed to troubleshoot and resolve issues directly.
• Created and updated physical records and digital files to maintain current, accurate and compliant documentation.Handle difficult or escalated call types with Early Learning Resource Center and assist with resolutions.
• Assisted parents in enrollment information.
• Trained and mentored new employees on industry practices and business operations.
• Created and updated physical records and digital files to maintain current, accurate and compliant documentation.

Troubleshooting and Remote Assistance:

• Provide expert-level technical support to council members experiencing issues with laptops, software, and hardware components.
• Utilize remote access tools to troubleshoot and resolve technical challenges promptly.
• Collaborate with the IT team to identify and address recurring technical issues.

Clearing Cache and Cookies:

• Guide council members through the process of clearing cache and cookies to optimize digital environments for effective personalized learning experiences.
• Develop and deliver training materials to educate end-users on the importance of maintaining a clean digital workspace.
• Stay updated on emerging technologies and best practices in digital optimization.

Verbal/Written Communication

• Engage in effective verbal and written communication with educators, addressing technical concerns and providing clear instructions.
• Multitask efficiently to handle multiple support inquiries, ensuring a high level of responsiveness and user satisfaction.
• Collaborate with cross-functional teams to communicate technical updates and improvements effectively