Kevin Whitaker Email & Phone Number

Atlanta, Georgia, United States

Alpharetta, Ga 30009

Served as effective customer advocate providing superior customer experience for International customer base seeking problem and service request resolutions. Provided end-to-end technical support to Service Providers, Enterprises, and Cisco internal teams with resources up to 3700+ for issues involving Cisco Jasper SAAS IOT platform and services. Tools utilized: Splunk, Anritsu, Grafana, Salesforce, Jira, SoapUI, and Webex. Technologies used: Java, SQL, SQL queries, GSM, GPRS, UMTS, and LTE technologies.◼Improved customer experience and satisfaction from 65% to 92% by performing world-class customer Trouble Report handling and management until resolution for all SAAS IOT Platform functions during onboarding and after implementation for Cisco Jasper clients, engineers, and Technical Account Managers ◼Instrumental in reducing Customer Problem Resolution Response Time from 14+ days to under 7 days◼Reduced escalation of support tickets to engineering team by +/-40% by developing and implementing Known Fault database for Support Engineers’ utilization to resolve known customer problems through step-by-step resolution and troubleshooting processes◼Trained and mentored team members and 13 new hires providing knowledge transfer and guidance to accelerate technical competency to provide technical support to customers reducing training time 33%◼Identified, analyzed, and diagnosed SaaS IoT S/W bugs; Wi-Fi, VPN, IP connectivity, and network configuration issues, as well as problems related to Control Center, CCIP, CCME, and NB-IoT platforms (Low Power)◼Resolved problems related to Provisioning, Billing, and Automation, as well as problems related to Reports, Rate Plans, and File Transfer

Atlanta, Ga

Provided technical support by troubleshooting, diagnosing, and resolving a wide variety of problems identified in wireless telecom networks for clients and project personnel. Determined the most cost-effective remedies and resolutions with the goal of minimizing downtime in the customer’s networks.◼Performed customer Trouble Report handling and management until resolution for problems that were reported requiring MME, SGSN, MSC, APG40 software and hardware support ◼Successfully resolved problems related to Lawful Intercept solutions◼Participated in after-hours on-call rotation for emergency handling ◼Performed and provided support for software upgrades, memory audits, and expansions ◼Prepared and presented weekly customer trouble report meetings◼Delivered knowledge transfer and guidance to accelerate the technical competency to provide technical support to customers by training and mentoring team members and new hires reducing training time 50%