Patrick Scragg Email & Phone Number

Charleston Wv

Coordinated trouble management, troubleshooting, and incident resolution activities related to Infor OS, an integrated, ERP technology platform for Infor’s Commercial and Government Cloud Customers Worked as part of the secured IRIS platform (Infor Regulated Industries Software as a Service), formerly known as the Infor Government SaaS FedRAMP program Provided technical support for Infor OS business processes, workflows, and applications such as Ming.le, ION (Intelligent Open Network), Homepages, Federated Services, User Management, Infor Document Management, Infor Coleman A.I. (Artificial Intelligence), and Infor Data Lake Storage Worked independently and collaboratively with Technical Support team members, Development Support, and Cloud Operations to drive and resolve customer-reported incidents Communicated with Customers via WebEx tools and provided timely Customer portal updatesFamiliar with Infor Extreme (Support Portal) and JIRA ticketing systems as well as Skype and Microsoft Teams collaboration toolsLeveraged CloudSuite Portal (CSP) and Customer360 management tools to access tenant information, update customer applications, and process feature requests Utilized Sumo Logic data analytics for cloud log monitoring, troubleshooting, and analysis Created and published Knowledge Base Articles (KBs) for distribution internally and externally

Perform conflict of interest checksMaintain computer database of all filed documentation (Elite) Manage comprehensive filing system of client work sites (Interwoven) Update and create deposition calendar appointments and e-mail notificationsCreate and process new business matters; link related parties and associated personsGeneral records management; file, collect, scan, and distribute legal documents

Greensboro/Winston-Salem, North Carolina Area

Using independent judgment and experience - investigated and resolved complex issues related to TCDI’s proprietary litigation software (Discovery WorkFlow and ClarVergence)Responsible for managing client expectations and balancing with internal resources; worked with division managers to seek solutions for projects with a company wide perspectiveLed and directed the work of employees and internal resource teams; provided guidance and oversight of Case Management and E-Discovery projectsRelied on extensive experience and judgment to plan and accomplish goalsGarnered and communicated with clients; provided delivery of litigation technology services, solutions, productions, and technical support to attorneys, paralegals, trial sites, and E-discovery review teamsManaged the interviewing, on-boarding, and training of new Technical Support employeesFacilitated interdepartmental discussions and assessments; kept management appropriately informed of daily activities and significant issuesSet deadlines, assigned responsibilities, monitored and summarized progress of projectsCreated incentive programs and team-building activitiesDeveloped and integrated employee assessment methodologies, scoring tools, and reporting processes for quarterly and yearly performance reviewsPrepared various month-end reports for distribution externally and internallyDesigned and led a 13-month remediation project to effectively provision and replace thousands of RSA SecurID tokens for TCDI's user base following a major security breach of RSA's authentication products in March, 2011Created and organized Technical Support document archive and composed numerous Standard Operating Procedures (SOPs) regarding the configuration and maintenance of site user accounts, security protocols, and system resourcesSuccessfully implemented process improvement strategies and coordinated compliance efforts for yearly SAS 70 audits

Cary, Nc

Directed and coordinated trouble management, troubleshooting, and resolution activities related to switched, dedicated, and platform services for MCI/Worldcom corporate voice customersWorked as part of a total team effort with both internal and external groups to drive and resolve complex network routing issues reported by corporate business customers and government agenciesProvided interviewing, training, and mentoring of new employeesCreated continuous process improvement plans, incentive programs, and team-building activitiesParticipated in the strategic planning and implementation of ISO 9000 quality management and certification; created process standardization documentation, reports, and workflow diagrams Recipient of numerous company rewards and kudos notes

Morgantown, Wv

Filed cases and legal documents in Magistrate, Family, and Superior Courts throughout West Virginia Served subpoenasPerformed title searches and miscellaneous real estate researchDeveloped and managed custody of evidence, discovery documents, and trial exhibitsCoordinated daily inventory of Law Library resources and research materialsProvided general office administrative support