Jerry Ritchie Email & Phone Number

An experienced pragmatic and creative leader in Information Technology skilled at leveraging processes, tools, and talent to become world class service providers. Now leveraging my time and experience to provide a pathway for unskilled young adults into the trades by conducting hands-on instructional workshops, working with local agencies, general contractors, and trade companies for potential job placement.Experience:Lead multiple teams within Verizon's Managed Services organization that are responsible for change management and support activities across network, voice, security, and application services. Support ITIL functions for incident, change, problem, capacity, configuration management, and Help Desk. Responsible for customers where we provided dedicated support, fully outsourced contracts, and shared support models of various sizes and scopes.Direct staff in identifying, developing, implementing, and maintaining processes to reduce cost and improve effective use of staff resources. Interfacing directly with customer executives, Sales Engineering, Sales Account Teams, Service Management, Vendors and/or External Suppliers. Experienced with customer presentations, assisting pre/post-sales & engineering teams on complex RFI, RFQ and RFP responses.For the past eight years I managed a team of very diverse and highly skilled tier-2/tier-3 engineers responsible for supporting both external customer and internal network infrastructure support. Technologies supported include CheckPoint firewall, Cisco ASA, Juniper SRX, Cisco routers/switches, Cisco Nexus, Cisco WLAN, Cisco WAAS & Riverbed WAN accelerators, HP/Dell Redhat LINUX & Windows servers, EMC SAN's DMX-3 & VNX, VMware, and VMware Horizon.Also assisted with the design, implementation, and owned BAU support for a cloud infrastructure that housed critical contact center call handling applications in redundant colocation datacenters for one of the nation's largest healthcare companies.