Richie Wade Email & Phone Number

Washington Dc-Baltimore Area

Leading the SE team to support various Sales, Marketing, Support and Product functions.

United States

Gulf Breeze, Florida, United States

Demonstrated and conducted a walk-through for the client through the setup and implementation of Zix-AppRiver Services for prospective customers.Provided technical and non-technical support and guidance to clients or other staff members regarding the use, operation, and maintenance of Zix-AppRiver services.Delivered clear and effective presentations to pilot implementations.Articulated technology and product positioning to both business and technical users.Worked in conjunction… Show more Demonstrated and conducted a walk-through for the client through the setup and implementation of Zix-AppRiver Services for prospective customers.Provided technical and non-technical support and guidance to clients or other staff members regarding the use, operation, and maintenance of Zix-AppRiver services.Delivered clear and effective presentations to pilot implementations.Articulated technology and product positioning to both business and technical users.Worked in conjunction with our sales team to ensure prospects enjoy a positive and productive experience while evaluating Zix-AppRiver Services.Conducted on-boarding of new clients to Zix-AppRiver’s Systems.Maintained full knowledge and hands-on proficiency with all company product lines and major competitors’ product lines.Translated customer business issues/opportunities into technical solution/business requirements. Show less

Gulf Breeze, Fl

-Created and implemented a Quality Assurance/ Coaching system focused on providing support reps with specific information on how to improve future interactions. Created and kept a trackable database, auditing approximately 650 tickets a month. 10% sample size -Frequently asked to be Acting Support Manager while Management would be away, often times 4-5 day spans. During that time handled all Support Management technical Functions (manually fixing provisioning errors, processing Email… Show more -Created and implemented a Quality Assurance/ Coaching system focused on providing support reps with specific information on how to improve future interactions. Created and kept a trackable database, auditing approximately 650 tickets a month. 10% sample size -Frequently asked to be Acting Support Manager while Management would be away, often times 4-5 day spans. During that time handled all Support Management technical Functions (manually fixing provisioning errors, processing Email Access Agreement Requests, Handling Escalated calls from other Team Leads)-Handled all technical writing for the department, and kept the client facing knowledge base up to date. -Worked with the legal team to procure and execute permissions for mailboxes, and mail data exports that were requested by the customer. -Handled escalated procedures by using tools such as Exchange Management Console, Power shell, and other proprietary tools such as administrator GUIs for secure messaging. -Assisted domain administrators with the creation, removal, restoration, and other day to day maintenance for exchange users, groups, contacts, and public folders. - Maintained and assisted troubleshooting medium to large size business networks in regards to exchange email, journaling, and encrypted email. - Managed a team of 6 Support members, acting as a point of escalation, knowledge base to quickly and accurately deliver the best solution possible. - Installed and investigated issues related to AppRiver‘s secure email platform, including issues with delivery, account administration, and software related problems. Show less

Gulf Breeze, Fl

- Migrated and setup AppRiver's Secure email platform for Financial company ING / VOYA, 4,400 mail users from Exchange 2007 to Microsoft Office 365, including: mail, contacts, calendar, reminders, tasks, and auto complete address lists. - Troubleshot and created solutions for any 3rd party software/hardware that conflicted with new service, including printers, faxes, CRM software, and additional archiving solutions. - Participated in conference calls to assist in technical… Show more - Migrated and setup AppRiver's Secure email platform for Financial company ING / VOYA, 4,400 mail users from Exchange 2007 to Microsoft Office 365, including: mail, contacts, calendar, reminders, tasks, and auto complete address lists. - Troubleshot and created solutions for any 3rd party software/hardware that conflicted with new service, including printers, faxes, CRM software, and additional archiving solutions. - Participated in conference calls to assist in technical logistics for migration process and practices, as well as redundancy plans in the event of any unforeseen circumstances. - Provided assistance and handled any escalations that arose for any other technicians working on the project. - Maintained calendar schedule and ensured all appointments were made on time.- Maintained relationship with Client as sole tech contact for any issues that needed attention, and consulted on further conference calls with client end operation managers. Show less

Gulf Breeze, Fl

Assisted domain administrators with the creation, removal, restoration, and other day to day maintenance for exchange users, groups, contacts, and public folders. - Investigated and resolved general connectivity and synchronization issues between various types of email servers, workstations, and end user mobile devices. - Integrated with and utilized information with team members to resolve verbose and complicated issues as quickly as possible.- Received inbound customer… Show more Assisted domain administrators with the creation, removal, restoration, and other day to day maintenance for exchange users, groups, contacts, and public folders. - Investigated and resolved general connectivity and synchronization issues between various types of email servers, workstations, and end user mobile devices. - Integrated with and utilized information with team members to resolve verbose and complicated issues as quickly as possible.- Received inbound customer calls and email requests ensuring both channels of support are handled in a timely fashion, and to the satisfaction to the end user. - Created remote sessions with Client to further investigate connection issues, synchronization issues, account configuration, or special requests from the client. - Assisted with large scale email migration for Helmsbriscoe.com, assisted users with new account creation, as well as move large amounts of mail from one server to another. - Developed a full understanding of what products are offered, and, the best practices to implement these products. - Installed and investigated issues related to AppRiver‘s secure email platform, including issues with delivery, account administration, and software related problems. Show less

Navarre, Fl

- Provided Customer support for Microsoft outlook express (Windows Mail, Windows live mail) including troubleshooting and diagnosing issues with client, and mail server issues.- Troubleshoot, diagnose and referred physical signal and ongoing issues to Local area Supervisors, Scheduled service technicians for physical issues, submitted service tickets to Higher support for more complex technical issues to Tier 2 support- Answered incoming calls from customers, worked with… Show more - Provided Customer support for Microsoft outlook express (Windows Mail, Windows live mail) including troubleshooting and diagnosing issues with client, and mail server issues.- Troubleshoot, diagnose and referred physical signal and ongoing issues to Local area Supervisors, Scheduled service technicians for physical issues, submitted service tickets to Higher support for more complex technical issues to Tier 2 support- Answered incoming calls from customers, worked with customers through their technical questions and installation for high speed broadband internet connections, VOIP service, E-mail, and cable television from a total of 23 states. - Worked higher support tickets using Remedy ticketing system for problems including, issues with DNS and IP routing, phone switch and phone feature activation, email server communication problems, and DMCA copyright Infringement accounts.- Handled escalated customer complaints from social media team, email queue, and repeat problem customers, worked with the customer to their satisfaction and resolve the problem.- Worked Tier2 tech queue whenever needed, to assist field technicians with installation, troubleshooting, along with provisioning and submitting tickets to the data center. Show less

Ccna, Network And System Administration/Administrator

Education record