Stephen Heider
@stephenheider
IT security and DLP specialist, leading global support teams and cloud service integrations to protect regulated data.
United StatesWhat I'm looking for
I’ve built my career in IT for 23 years, helping others open doors and leading teams while working with dozens of Fortune-500 companies. I focus on “making it easier” for IT teams to do the work they’re passionate about, while delivering excellent customer satisfaction.
Most recently, I’ve been a Broadcom Global Support Lead / Information Specialist for the Symantec Division. After the Broadcom acquisition refined my scope, I worked directly with Cloud Service customers, becoming the go-to person for challenging cases that involved engineering, and I supported the launch of DLP’s Cloud Service.
Earlier, I progressed from Technical Support roles into leadership, supporting DLP and coordinating across developers, sales, and product marketing. My DLP expertise includes monitoring regulated data in motion and at rest (PII), managed via a web-based (Apache) console with Oracle database-backed configuration, policy, and incident storage, plus CLI installation of PKI certificates to connect DLP’s Email and Cloud Services to on-premises and M365/Gmail environments.
Experience
Work history, roles, and key accomplishments
Global Support Lead (Symantec Division) for cloud service customers, troubleshooting complex product integrations and serving as a go-to person for challenging engineering cases.
Global Support Lead (Manager)
Symantec
Jan 2010 - Jan 2019 (9 years)
Managed a frontline technical support team responsible for global metrics for DLP cases, later returning to support as Global Support Lead and collaborating with developers, sales, and product marketing to support the launch of DLP’s Cloud Service.
Worked in the UK providing endpoint security support, progressing from Support Analyst to Support Engineer and later moving into Professional Services, including on-site incident response and network patching during major threats.
Customer Service & Technical Support
Stream Global Services
Jan 2003 - Jan 2004 (1 year)
Provided customer service and technical support for consumers of Symantec’s Norton brand, building experience with corporate metrics and team-building.
Education
Degrees, certifications, and relevant coursework
University of Oregon
Bachelor of Science, Fine Arts
Earned a B.Sc. with a Fine Arts major and Philosophy minor from the University of Oregon in 2001.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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