David Heslep Email & Phone Number

United States

Annapolis, Maryland

Developed a Customer Experience improvement plan to support FTI Technology’s global Litigation Support offerings. Implementation included a new Global Regional Support model, staff training program, knowledge management, documentation, self-service support solutions, task automation, and customer advocacy. • Increased productivity 140% by implementing the Customer Experience Improvement plan. • Supervised four managers and 20 team members of the Media Handling, Customer Support, and… Show more Developed a Customer Experience improvement plan to support FTI Technology’s global Litigation Support offerings. Implementation included a new Global Regional Support model, staff training program, knowledge management, documentation, self-service support solutions, task automation, and customer advocacy. • Increased productivity 140% by implementing the Customer Experience Improvement plan. • Supervised four managers and 20 team members of the Media Handling, Customer Support, and Application Support Engineering teams. • Partnered with senior management, consultants and customers to ensure customers' requirements were satisfied. Ensured exceptional customer experience with 95% positive customer surveys. Show less

Washington D.C. Metro Area

Developed and implemented a strategic plan to support comprehensive processes for the intake, tracking, transfer, and management of Electronic Evidence in support of FTI Technology’s Litigation Support offerings. • Increased data volume processed from 5 Terabytes to 34 Terabytes per month by implementing the strategic plan.• Built a dedicated team, hired team members (11 new hires) and managed performance to support handling of electronic evidence and reduce data backlogs from 30 days… Show more Developed and implemented a strategic plan to support comprehensive processes for the intake, tracking, transfer, and management of Electronic Evidence in support of FTI Technology’s Litigation Support offerings. • Increased data volume processed from 5 Terabytes to 34 Terabytes per month by implementing the strategic plan.• Built a dedicated team, hired team members (11 new hires) and managed performance to support handling of electronic evidence and reduce data backlogs from 30 days to zero days. • Implemented software tools, hardware, and quality assurance processes to improve accuracy, scalability, and reliability, resulting in greater than 99% accuracy in all tasks. Show less

Baltimore, Maryland Area

Dynamic, mission-oriented law enforcement manager with 16 years of law enforcement experience. Managed, during the last eight years, the Maryland State Police Computer Forensics Laboratory in the Criminal Investigations Division. The mission was to develop a sustainable organizational and operational structure for the digital forensics laboratory that would serve the citizens of Maryland and set the national standard in law enforcement. Trained personnel, specified equipment, developed… Show more Dynamic, mission-oriented law enforcement manager with 16 years of law enforcement experience. Managed, during the last eight years, the Maryland State Police Computer Forensics Laboratory in the Criminal Investigations Division. The mission was to develop a sustainable organizational and operational structure for the digital forensics laboratory that would serve the citizens of Maryland and set the national standard in law enforcement. Trained personnel, specified equipment, developed processes and procedures, researched new technology, validated and tested tools. Scope included laboratory operations, case management, quality assurance, and expert witness testimony.• Developed, authored and implemented Laboratory Policies and Procedures.• Developed and administered the Computer Forensic Investigators Training Program and Maryland State Police Computer Forensics Examiner certification.• Consulted law enforcement agencies across the United States regarding the development of digital forensic processes and building digital forensic laboratories.• Developed Maryland Police Training Commission courses: Introduction to Computer Crime Investigations and Introduction to Mobile Communications Exploitation. Show less

Courses In Chemical Engineering

Criminal Justice/Law Enforcement Administration

Activities and Societies: Maryland State Police Academy