Kevin Whitaker Email & Phone Number

Proven and dedicated Advanced Technical Support Engineer with 20+ years’ experience championing strategic, operational, and technological solutions to solve large and complex problems through expert level troubleshooting and problem identification. Excellent oral, written, and interpersonal communication skills developed providing 1st, 2nd, and engineering level technical support to many of the world’s largest Enterprise and Service Provider clients utilizing Cisco Jasper’s SaaS IOT Platform. Proven ability to quickly learn new products, software, and applications. Selected Achievements:◼Successfully resolved 4,000+ trouble reports covering a variety of SaaS IoT Platform functions with more than 99% being resolved within the allowed time frame of customer’s Service Level Agreements ◼Demonstrated ability to consistently deliver superior customer experience providing technical support during onboarding and during live production in a high volume, high stress, trouble reporting environment ◼Identified Support Process shortcomings & provided feedback that was later implemented to improve processes◼Expert communicator/translator to key stakeholders, particularly in the areas of IT and Network Management to facilitate buy-in, decision-making, and behavioral change at all levels of the organization◼Recognized consistently as highest performer among peers & received high customer satisfaction feedback regularly ◼Provided emergency and outage recovery support to keep business-critical systems functioning

Listed skills include Mme Hardware And Software, Sgsn Hardware And Software, Msc Hardware And Software, Apg40 Windows Server Hardware And Software, and 35 others.

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  South Carolina State University

  Electrical Engineering Technologies