Nigel Chigavazira
Oran Park
Summary
Dynamic and self-motivated problem solver with a strong aptitude for addressing both technical and non-technical challenges. Possesses deep expertise in ITIL processes, database development, data analytics, and cybersecurity, ensuring a well-rounded approach to technical support. As an Agile Technical Support Engineer, adept at delivering exceptional service through multiple channels, including phone, email, and remote desktop systems. Committed to effectively resolving issues and complaints to enhance business continuity and operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
CrowdStrike Ltd
06.2024 - Current
- Monitor, investigate, and respond to endpoint-related security incidents. Perform preliminary forensics on compromised systems and escalations to threat intelligence teams
- Integrate EDR solutions with SIEM, SOAR, and other security platforms. Provide guidance in creating playbooks to enhance detection and response capabilities for customers.
- Collaborate directly with enterprise customers, offering guidance and solutions that align with their security environments and business goals. Ensure high customer satisfaction through clear communication and technical expertise
- Reproduce customer issues in lab environments, perform root cause analysis, and work with engineering teams to develop fixes or workarounds
- Create and maintain technical documentation, knowledge base articles, and troubleshooting guides. Mentor junior support engineers and contribute to internal training efforts.
- Participate in on-call rotations and support high-priority incidents, including security events and outages that affect customer environments
Technical Support Engineer
CrowdStrike Ltd
10.2022 - 06.2024
- Provided technical support to dedicated premium accounts related to security products
- Work alongside with TAMs in delivering customer expectations and managing customers’ existing tickets or any concerns relating to their deployments
- Managing key accounts and collaborating with multiple internal teams to ensure specialized customer support resolution
- Investigate security breaches or incidents and develop remediation plans
- Monitor customer environments for indications of threats, security breaches or intrusions
- Implement software tools to assist in threat detection, prevention and analysis
- Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed
- Serve as customer advocate with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties
Senior Signature Success Engineer
Tableau Software LTD
01.2021 - 10.2022
- Engagement with Technical Account Management and stakeholders in delivering technical support to premium and elite enterprise accounts
- Provided dedicated support in installation, upgrades, general troubleshooting customer environments, and review deployments
- Identified and implemented most acceptable resolutions to complex engineering problems
- Analyzed system logs for errors or anomalies that could indicate potential outages
- Maintained knowledge base articles containing solutions for common technical issues encountered by users
- Participated in regular training sessions to stay up to date on new technologies being utilized within the organization
- Diagnosed complex technical issues by performing root cause analysis utilizing available resources such as log files or application traces
- Collaborated with teams to solve technical customer problems across product suites
- Collaborated with external vendors and developers to resolve complex technical issues and recurrent faults
- Liaised with software engineering teams to resolve advanced customer issues.
Senior Technical Support Engineer
Tableau Software LTD
01.2017 - 01.2021
- Provided technical support to customers by responding to inquiries, troubleshooting hardware and software issues, and resolving problems in a timely manner
- Developed and maintained customer relationships by providing satisfactory customer experience
- Lead support case resolution efforts by debugging, identifying root cause, communicating bugs to Engineering
- Maintained up-to-date knowledge of industry developments to recommend changes or upgrades as needed
- Assisted in the technical interviewing, onboarding mentoring and training of new staff members
- Analyzed customer feedback data to make recommendations for product improvement
- Assessed in UAT testing stage to determine potential glitches and bugs
- Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
Education
Bachelor of Science Honors Degree in Information Systems [2.1] - Information Technology
UNIVERSITY OF HERTFORDSHIRE UK
Skills
- Structured problem resolution techniques
- Expertise in troubleshooting client queries
- Analytical thinking under stress
- Independent work efficiency
- Client relationship management
- Client relationship management
- Collaborative teamwork
Certification
- CrowdStrike Certified Cloud Specialist
- CrowdStrike Certified Falcon Administrator
- CrowdStrike Certified Falcon Responder
- CrowdStrike Certified Falcon Hunter
- AWS Certified Cloud Practitioner
- Microsoft Certified: Azure Fundamentals
- Customer Experience Professional Certificate Program
Timeline
Senior Technical Support Engineer
CrowdStrike Ltd
06.2024 - Current
Technical Support Engineer
CrowdStrike Ltd
10.2022 - 06.2024
Senior Signature Success Engineer
Tableau Software LTD
01.2021 - 10.2022
Senior Technical Support Engineer
Tableau Software LTD
01.2017 - 01.2021
Bachelor of Science Honors Degree in Information Systems [2.1] - Information Technology
UNIVERSITY OF HERTFORDSHIRE UK
Key Competence
- Networking - TCP/IP, SSL, DNS, Fiddler, Wireshark/TCPDump, Developer tools (Har files)
- Authentication - SAML, LDAP, Kerberos, OAuth, OpenID, Trusted Tickets,
- Operating Systems - Windows Server, Workstation
- Virtualization - AWS, VMware, Azure
- Products: Tableau Server, Tableau Online (Cloud), Tableau Mobile
Awards
- Q2 APAC MVP Tableau Tech Support July 2017
- Q3 APAC MVP Salesforce/Tableau Tech Support Nov 2020
- ANZ Tableau Core Culture Value Award June 2019