Keith Ritchie Email & Phone Number

Vero Beach, Florida, United States

• Began journey at Metaswitch (now Microsoft) as a Customer Support Engineer in June 2005 before being promoted to Manager, Strategic Accounts in July 2012, and then Senior Consultant in March 2021. • Acted as an SME in the latter role while managing some of the largest, most-demanding customers at Metaswitch during the design, deployment, and maintenance of cloud-based telecommunications networks.• Enhanced customer retention & employee satisfaction by managing & empowering a cross-functional team that increased in size & scope under my tenure. • Fostered a sense of community, accountability, & shared sense of values amongst the team; and monitored performance against established KPIs while provided regular feedback & encouragement.• Informed the decisional process while reporting directly to senior leadership to apprise them of potential bottlenecks or other challenges.

• Drove and ensured the seamless transformation of traditional TDM-based networks to IP-based deployments.• Maintained accountability for customer satisfaction during the design, deployment, and transformation of legacy TDM switches.• Leveraged customer relationship building skills & applied a customer-centric management & engineering approach to troubleshoot issues. • Shaped the career of the Customer Support Engineer team by routinely coaching, training, and empowering them to achieve our goals.• Remained steadfastly abreast of new best practices, tools, and technologies.

Burlington, Massachusetts, United States

• Deployed a global all IP Voice over IP network with 50+ network hubs across the world. • Utilized world-class Cisco Systems networking equipment to manage the design and deployment of a greenfield international class 4 network.• Guaranteed customer satisfaction throughout the customer life cycle by coordinating closely with sales & other cross-functional teams.