Kevin Witt

Experience

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  Hynix Semiconductor Manufacturing America

  Oct 1996 - Aug 2008

  Manufacturing Technician (MT) / Area Coordinator

  Worked in a class 1 clean-room environment making Dynamic Random Access Memory (DRAM).

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  Royal Caribbean International

  Nov 2010 - Jun 2011

  Certified Vacation Planner (CVP)

  • Spent one month training to become a CVP service agent - ranked 2nd out of a class of 21.• Assisted guests of Royal Caribbean with existing cruise reservations, making any desired changes - working with other departments when necessary.

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  Symantec

  Jun 2011 - Jun 2018

  Sr. Technical Support Engineer

  • SMB Partner Team – Received direct inbound calls from partners and Value Added Resellers (VARs) to support various small/medium size businesses (SMB) with the installation and configuration of Symantec Endpoint Protection (SEP) on-premise - both Enterprise and Small Business Edition (SBE).• SEP Frontline Team – Assisted partners and customers via a live queue (phone, email, and chat) with the installation/configuration of SEP on-premise, SEP SBE .cloud and SEP Cloud. (SEPC)• Documented all case activity clearly and concisely - in Salesforce.• Adhered to strict response and resolution times (SLA), while maintaining a customer satisfaction (CSAT) rating over 90%.• Gathered and reviewed logs - collaborating with backline and development when the situation required it to determine root cause and solutions.• Signature Service graduate (08/25/16) – Learned several methods for dealing with customers in different emotional states, along with valuable life skills to help improve all my day-to-day interactions.• Contributed to the Symantec knowledge base by creating solution articles and how-to guides. Show less

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  SentinelOne

  Feb 2019 - May 2022

  Sr. Support Engineer

  • Provided technical support services for SentinelOne's next generation EDR/EPP solution on a variety of platforms - Windows, macOS, and Linux.• Owned and resolved frontline support tickets - working with other teams and escalating when necessary.• Thoroughly documented all cases and outlined next troubleshooting steps.