Rebecca Jenkins

• Responsible for analyzing and processing legal demands for real time network and location surveillance regarding criminal and
  national security matters.
• Implement court ordered electronic surveillance (wiretap, pen register/trap and trace) and handset location
  tracking.
• Support technology teams with troubleshooting and testing network interception systems and programs used in the daily LER/RTO environment
• Handle and resolve calls from LEA's ranging from standard questions to troubleshooting intercept issues.
  

• Provide 24/7 support for 911 calls and handle emergency matters for local, state and federal law enforcement agencies.

• Respond to legal demands for customer information via administrative, technical and support tasks for both
criminal and civil matters.

• Worked in a team environment to process specialized legal demands from NYPD as well as tower dump demands from various LEA's.

• Kept abreast of industry trends and emerging technologies to ensure delivery of up-to-date technical support.
• Enhanced customer satisfaction by efficiently resolving complex technical issues.
• Managed multiple high-priority tasks simultaneously while maintaining exceptional attention to detail and accuracy.
• Assisted customers via phone, email, chat platforms providing detailed explanations regarding product features or functionality.
• Leveraged advanced diagnostic tools to quickly identify underlying problems and implement effective solutions.
• Served as an escalation point for challenging cases, effectively addressing customer concerns and finding appropriate resolutions.