Jeremy Michael Email & Phone Number

Phoenix, Arizona, United States

Phoenix, Arizona Area

• Managed various operations teams ranging from 5 – 25 employees including technicians, analysts and supervisors both locally and remote. Responsibilities have included intake, processing, production and environment support in a 24x7 capacity.• Experience integrating and overseeing international staffing, training and performance.• Skilled in consolidation and functionalization of operations teams to drive efficiency and quality.• Defined, staffed and executed a new department business plan responsible for quick delivery requests over various services including processing, export, imaging and environment setup.• Unified and transformed two heritage teams resulting in a stronger mission and culture, standardized workflows and procedures and a 30% reduction in average time to deliver across all services.• Worked with project management and operations leaders to identify opportunities for continuous improvement of service offering.• Implemented the use of PowerBI across various functional teams to assist with queue management and priority assessment related to client deadlines.• Drove design and adoption of a single CRM system. Aligned the transactional work request forms and usage.

Greater Seattle Area

• Utilized SQL to configure production and export requests in proprietary review application. Expert in native and image file deliverables in addition to various load file and output requirements.• Created SQL scripts, stored procedures, and functions to accommodate custom client requirements.• Point of escalation and internal resource for production related questions and challenges. Collaborated with project management to define requirements, workflow and deadlines to ensure client satisfaction.• Assisted leadership with queue management, metrics reporting, quality audits and training.• Created a secondary processing and production service tailored for small projects with no review.Achievements:• Core member of a team responsible for the setup of a secondary production line used primarily for small offline cases. This production line was based on the LAW pre-discovery software. Responsible for the setup of the infrastructure, software configuration, and processes. Performed various benchmarks to ensure our service level agreements were in line with industry standards.• Assisted in helping the company become ISO certified by creating standard operating procedures and work instructions. Also became a certified Internal Auditor to ensure ISO certification did not lapse.• Participated in numerous improvement projects, some of which utilized Six Sigma and Kaizen methodology.Responsibilities:• Utilize heavy SQL to process client electronic discovery exports from the company’s proprietary online review system databases. Exports consist of images (TIFF, PDF), text or OCR extraction, native files, image viewer files, metadata load files, and media creation. Output is formatted to function with various legal review tools such as Concordance, Summation, Ringtail, IPRO, Opticon and Introspect.• Provide guidance to the team on the creation of exports and the complexities of SQL as well as the inherent difficulties of the electronic discovery industry.

Greater Seattle Area

Achievements:• Developed multiple VBA applications and macros that were placed on a custom Excel toolbar which resulted in departmental efficiency gains in excess of fifty percent. Many macros interfaced directly between Excel and the corporate mainframe systems.• Created technical and procedural manuals used by both end users and management.• Assisted with the integration of two companies including customer data migration and procedural flow charts. Acted as a liaison between DHL/Airborne and third party consulting firms. Also assisted with the transition of the department to Texas. • Helped retain existing and gain additional business by accurately developing custom profile reports using tools such as SQL and Excel.Responsibilities:• Fulfilled custom report requests from sales force and customer base using QMF to structure SQL queries running against the corporate DB2 database.• Performed customer refund and rebate analysis.• Worked with end users to develop solutions to automate manual processes with the idea of increasing productivity and accuracy.• Helped management team identify various problems and suggested optimal solutions. • General desktop support within department.• Assisted with the training of new and existing employees.

Phoenix, Arizona Area

Responsibilities:• Recruited engineering and technical professionals through the use of the Internet, corporate resume database, and referrals.• Identified, qualified, and closed candidates for multiple client requirements.• Reviewed completed candidate profile and resume while evaluating applicant’s work history, education and training, job skills, desired salary, and personal qualifications against open requirements.• Duties included making initial candidate contacts, scheduling interviews, conducting reference and background checks, and drug testing.• Engineering disciplines recruited for included: Civil, Mechanical, Electrical, Construction, Manufacturing, Industrial, Hydrology, and Structural.• IT careers recruited for included: Helpdesk, Desktop Support, Network Administrators, Network Engineers, Technical Sales, Technical Writers, Software Developers, and Database Administrators.

Greater Seattle Area

Responsibilities:• Responsible for the installation of computer hardware such as hard drives, memory sticks, sound cards and printers.• Relied on to install and configure desktop software applications.• Resolved common LAN/WAN problems.• Scheduled pickups and deliveries, filed complaints and claims, and dealt with customer requests in a professional and timely manner.

Spokane, Washington Area

Responsibilities:• Assisted Microsoft customers with troubleshooting software and hardware conflicts using PSS WorkBench and Microsoft Knowledge Base.• Researched and developed resolutions to common software and hardware conflicts for many popular Microsoft products.• Responsible for superb customer service including handling upset customers effectively.

Boise, Idaho Area

Responsibilities:• Remotely re-ran branch store reports and queried pharmacy records using UNIX.• Assisted with the implementation of minor and major changes within the IS&T department. This included notifying all affected parties of the change and confirming that all steps in the change process were being followed on budget and on schedule. This is sometimes known as Change Management.• Configured new desktops and laptops.