Erick Ritchie Email & Phone Number

Remote

Provide full range of technical support with Data Loss Prevention for Enterprise customer accounts up to and exceeding 100,000 endpoints.Proactively engage customers on bimonthly basis for technical issues and product optimization.Organize and participate in cross functional collaboration with Customer Adoption Managers, Sales, Product Managers and Development team members to ensure customer loyalty and renewals.Manage and provide product roadmap deliverables for customer production infrastructures.

Redmond, Washington (Remote)

Symantec Corporation was acquired by Broadcom in November of 2019. I performed additional duties in my former role as listed below.Transitioned from Endpoint Encryption to Data Loss Prevention (DLP) Technical Account Manager, January 2018.Provided full range of technical support with Symantec Endpoint Encryption for Enterprise customer accounts up to and exceeding 500,000 endpoints.Secured customer Encryption account renewals in excess of $400,000 in 2016.Served as dedicated Technical Account Manager for US Navy/NGEN 2015-2016.Subject Matter Expert for Symantec Encryption products for volume based, filed based and removable media encryption.Subject Matter Expert on the integration of Smart Cards/Common Access Cards (CACs) and certificate-based encryption.Granted Federal Clearance eligibility by the DOD CAF June 2015. Assisted Federal Sales staff in the preparation and design of Microsoft PowerPoint and Visio projects for presentations of Symantec Encryption products and features. Certified hardware for use with Symantec Encryption software by working with hardware vendors and HP Enterprise Services.

Springfield, Oregon

Hired as Tier 1 Technical Support Engineer for Symantec Encryption Team April 2012. Promoted to Tier 2 Technical Support Engineer January 2013. Promoted to Tier 2 Senior Technical Support Engineer July 2014.Provided technical support for Symantec Endpoint Encryption Full Disk, Removable Storage, Device Control and PGP.Assisted customers with Encryption software deployment and integration with Active Directory and monitoring and maintaining health of SQL Databases.Also assisted customers with the implementation of Certificate Authorities for the creation of certificates for file-based encryption and encrypted communications.Handled Tier 3 escalations and cases as requested by Management.Assisted Team Leads with training and mentoring Front Line Technical Support Engineers.Edited and published over 500 Symantec Knowledge Base articles.From 2012 to 2014 assisted with resume review, scheduling candidate interviews and participating in technical and behavioral interviews for new Encryption hires.Examined over 100 resumes, participated in over 40 technical screen interviews and assisted with in person behavioral interviews that led to the successful hiring of 16 Tier 1 Technical Support Engineers for the Symantec Encryption team in Springfield, Oregon.

Home Business (Owner)

Sole proprietor of online sales business for vintage and collectible books, electronics and cameras on Amazon.com as a Third-Party Seller.Maintained 100% positive feedback on Amazon.com throughout duration of business.

Sonoma County, California

Provided technical support for Mac and Windows platforms to residents, educational institutions and small and large businesses.Services included system and hardware upgrades, equipment recommendations, malware/virus removal, networking installation/troubleshooting and data recovery

Santa Rosa, Ca

Provided technical support for internet, email, web hosting and networking issues.Assisted Abuse Department with verification and removal of fraudulent accounts, contacted existing clients regarding complaints of spamming, hacking and/or abusive behavior.Completed 12,000 support calls during duration of employment.

Rohnert Park, Ca