Emma Hart Email & Phone Number

Senior Internet Specialist working within the Internet Investigations and Enforcement team. Responsible for the management, planning and operation of global anti-piracy and enforcement programs for rights owners in a variety of industries including publishing, sport, luxury goods, software and pharmaceutical. • Management of the day-to-day operation of client anti-piracy and enforcement programs.• Identify, investigate and action IP infringement leads by proactively creating structured queries and using bespoke in-house crawler technology.• Monitoring of search engines, social media platforms, online marketplaces, messaging services, chat rooms, video & media streaming sites, darknet and discussion forums.• Carry out take-down and enforcement procedures in accordance with IP law, company policies and procedures, liaising with in-house legal teams as required.• Provide detailed reports of results via statistics and regular communications with clients. Liaise with clients and attorneys regarding target areas, enforcement strategies and escalation options.• Management of client relationship including the planning of work and time allocation within the team, managing client budgets, review and distribution of client invoices, handling of queries and reported issues.• Maintain and apply enhancements to proprietary in-house databases, web crawlers and reporting systems. Work with developers to plan, scope and test new developments.• Identify opportunities for practice development; prepare proposals and RFP responses for new matters and projects, develop and enhance marketing materials, deliver client pitches, create and deliver presentations for existing & prospective clients, global partners and industry peers.• Investigate and provide advice and solutions to ad-hoc issues relating to a variety of internet-based issues. Including but not limited to; web searches, phishing, scams and fraudulent activity, domain name ownership and cybersquatting.

Customer Implementation Manager (dual role with Network Abuse Engineer)• Managing implementations for new and existing business customers, including planning and ordering of data and voice lines. • Allocation, provisioning and programming of telephone numbers, both geographic and non-geographic. • Investigation and correction of suspense and billing issues. • Maintain accurate database records and keep customers updated on status of implementations.• Project: Managing the auditing and cleansing of customer telephone allocation data, designing and testing of new number allocation system “NDAS”, providing testing feedback to system developers and project manager, attend planning meetings, importing data into NDAS system, planning and coordination of user training.

• Sole responsibility for investigation and resolution of Abuse issues relating to customer networks and IP addresses including; security breaches, virus infections, copyright infringement web content issues and unsolicited email (“spam”).• Analysis of network log files to establish sources of security breaches and liaise with customers, network engineers and system administrators to resolve issues.• Review and interpretation of email message headers, resolve email issues on customer servers including testing of SMTP servers to determine open relay status.• Liaise with Security Service and Police authorities and respond to enquiries and requests for subscriber data in line with the Regulation of Investigatory Powers Act (“RIPA”).• Working alongside in-house legal counsel on contentious issues and breach of customer contracts. • Maintaining and updating Network Abuse Policy and departmental web site.• Development and documentation of procedures, guidelines and training material.• Record cases in ticketing system using Remedy database, maintain accurate records and evidence.

• Sole responsibility for investigation and resolution of Abuse issues relating to customer networks and IP addresses including; security breaches, virus infections, copyright infringement web content issues and unsolicited email (“spam”).• Analysis of network log files to establish sources of security breaches and liaise with customers, network engineers and system administrators to resolve issues.• Review and interpretation of email message headers, resolve email issues on customer servers including testing of SMTP servers to determine open relay status.• Liaise with Security Service and Police authorities and respond to enquiries and requests for subscriber data in line with the Regulation of Investigatory Powers Act (“RIPA”).• Working alongside in-house legal counsel on contentious issues and breach of customer contracts. • Maintaining and updating Network Abuse Policy and departmental web site.• Development and documentation of procedures, guidelines and training material.• Record cases in ticketing system using Remedy database, maintain accurate records and evidence.

• Investigation and resolution of customer issues involving; network connectivity, email and domain name services (‘DNS’).• To troubleshoot problems on networks and systems, including checking Cisco router configurations, and to work with Network Engineers and Systems Adminstrators to resolve problems.• To maintain accurate records of issues raised using ticketing system and to provide clear and concise updates to customers via email and/or telephone.• As a Level 3 Engineer, act as escalation point and trainer for colleagues within the Customer Support department. • Provide DNS Hostmaster services to customers involving the administration of customer domain names and configuration of customer DNS records using Unix command line programming. • Document departmental procedures, guidelines and training material.