Qualified Advanced Technical Support Specialist with 10+ years of technical and customer service experience. Provides comprehensive Product support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Hi, I’m
BRAVERY MATANGA
Snr Technical Support Engineer
Summary
Overview
16
years of professional experience
4
years of post-secondary education
Work History
StorageCraft Indo Pacific
Technical Support Specialist – Senior Cloud Subject Matter Expert
10.2018 - Current
Job overview
- Lead APAC support for a wide range of StorageCraft products, including SPX, ShadowProtect, Shadow Control, ImageManager, and Cloud Backup Services, with a focus on Cloud Backup (O365) and Cloud Services
- Act as Subject Matter Expert for Cloud Backup and Cloud Services, providing escalation support for cloud platform issues and collaborating with engineering teams to resolve complex technical challenges
- Serve as the senior technical support specialist for OneXafe Object Storage Appliances, Cloud Backup Solutions, and Bare Metal Recovery for Windows, Linux, and Virtual Platforms (P2P, P2V, V2P, Cloud-to-OnPrem)
- Lead installations and hardware RMA handling for OneXafe Object Storage Appliances, working with Dell Enterprise for server hardware support
- Mentor junior support team members and provide ongoing training for new deployments, partner training, and internal knowledge sharing
- Oversee partner support, collaborate with sales engineers, and act as the escalation point for complex customer issues in the region
MyRepublic
Customer Service Agent
06.2017 - 09.2018
Job overview
- Delivered exceptional technical support for billing, installation, and service queries, achieving first-call resolution on most cases
- Managed incident tickets and service requests, ensuring timely resolutions and consistently meeting SLAs
- Worked cross-functionally with the technical and service delivery teams to improve the overall customer experience and proactively address recurring service issues
- Provided detailed reports on critical service issues and developed improvement plans to enhance customer satisfaction
Econet Wireless
NOC Surveillance Technician
02.2013 - 05.2017
Job overview
- Monitored real-time faults using Network Management Systems (NMS), performing initial diagnosis and resolving network issues for a variety of telecom services
- Managed the maintenance and optimization of BSCs and RNCs, improving KPIs such as CSSR, TCH, and HOSR to meet network performance standards
- Coordinated with contractors for new site integrations and RAN unit installations, ensuring all network infrastructure met SLA requirements
- Handled LTE Neighbor optimization and managed inter/intra-site integrations
Africom
Service Management Center Engineer
10.2010 - 01.2013
Job overview
- Specialized in TCP/IP routing protocols (BGP, OSPF, EIGRP) and implemented MPLS networks for corporate LAN and WAN solutions
- Responsible for Data Center design, network fault tolerance, and managing Cisco IOS switches (Catalyst series) and F5 load balancing technologies
- Led the provisioning and configuration of IP assignments, core network setup, and WAN management
- Ensured timely and effective network monitoring using advanced monitoring systems
Iway Africa Zimbabwe
Technical Support Analyst (Intern)
06.2008 - 08.2009
Job overview
- Performed alarm handling and troubleshooting for Layer 2 connectivity issues
- Administered corporate client servers, mail, and web servers, ensuring system uptime and data integrity
- Supported internal and external customers with technical and account-related inquiries
Education
Midlands State University
Bachelor of Science from Information Systems (Honors)
08.2006 - 05.2010
University Overview
ZTE University
Certificate in RNC & SDR Operations and Maintenance
11.2015 - 12.2015
University Overview
Telone Center of Learning
Cisco Certified Network Associate (CCNA)
09.2016 - 01.2017
University Overview
Skills
Network Monitoring Tools
References
References
Available upon request.Watching Rugby league and Soccer Playing golf hiking and DIY projects at home with y kids
Watching Rugby league and Soccer Playing golf hiking and DIY projects at home with y kids
In my free time, I enjoy watching Rugby League and Soccer , staying active playing golf and hiking , and engaging in DIY projects at home with my kids. These activities help me maintain a healthy work-life balance, enhance my teamwork and problem-solving skills, and foster creativity and patience.
Timeline
Technical Support Specialist – Senior Cloud Subject Matter Expert
StorageCraft Indo Pacific
10.2018 - Current
Customer Service Agent
MyRepublic
06.2017 - 09.2018
Telone Center of Learning
Cisco Certified Network Associate (CCNA)
09.2016 - 01.2017
ZTE University
Certificate in RNC & SDR Operations and Maintenance
11.2015 - 12.2015
NOC Surveillance Technician
Econet Wireless
02.2013 - 05.2017
Service Management Center Engineer
Africom
10.2010 - 01.2013
Technical Support Analyst (Intern)
Iway Africa Zimbabwe
06.2008 - 08.2009
Midlands State University
Bachelor of Science from Information Systems (Honors)
08.2006 - 05.2010
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