Mala Ann Herman

About Mala Ann Herman

I draw on over 18 years of experience in legal technology to provide exceptional support…

Experience

1. Supervisory Information Technology Specialist

   FDA

   Sep 2020 — Present

   eDiscovery Supervisory Information Technology Specialist (Customer Support) in the Department of Health and Human Services (HHS), Food and Drug Administration (FDA), Office of Operations (OO), Office of Enterprise Management Services (OEMS), Division of Information Governance (DIG) Duties • Serve as e-Discovery Engagement Manager and backup to the e-Discovery Division Director. • Assist the Division Director with the management of projects or initiatives impacting the delivery of e-Discovery services, and development of broader IT solutions to meet e-Discovery requirements. • Provide planning, development, implementation, system administration and training direction for e-Discovery customer focused activities. • As an expert in e-Discovery standards, stay abreast of legal and industry requirements. • Collaborate with the program operations team and other FDA staff to optimize the e-Discovery customer experience, find efficiencies, and devise methods to evaluate and continually improve customer satisfaction. • Provide guidance and direction in the effective execution of e-Discovery best practices, case management, customer support service, program capabilities, and customer use of e-Discovery technologies. • Responsible for policy and process necessary to assure the e-Discovery support service provided by the Division are delivered efficiently and effectively. • Oversee and direct customer engagement for e-Discovery program service across the Food and Drug Administration (FDA).