Tatenda Mark Chirima
Vancouver,Canada
Summary
I have industry-leading technical abilities. I demonstrate a breadth of knowledge in solving customer issues at their root, stepping back to understand the broader context. I have a strong aptitude for troubleshooting and problem solving. I demonstrate resilience and navigate difficult situations with composure and tact. I also have a passion for mentoring more junior members of the team, helping them improve their skills, knowledge of systems we use, and their ability to get things done.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Support Engineer II
Amazon Web Services (AWS)
12.2023 - Current
- Own operational interaction with 3rd party software providers, build and own relationships with sellers, providers, peer teams and Amazon stakeholders
- Manage content acquisition from providers and drive end-to-end management of content ingestion within Amazon systems including onboarding, coordinating, troubleshooting, product ingestion, technical support and quality
- Dive deep into technical details, diagnose and reproduce issues with Amazon technology products, guide customers, and share best practices
- Facilitate onboarding support and role training for new Support Engineers
- Security Subject Matter Expert responsible for delivering solutions that will scale Marketplace Catalog Operations's security response to vulnerable products in our catalog.
Support Engineer I
Amazon Web Services (AWS)
10.2023 - 12.2023
- Own operational interaction with 3rd party software providers, build and own relationships with sellers, providers, peer teams and Amazon stakeholders
- Manage content acquisition from providers and drive end-to-end management of content ingestion within Amazon systems including onboarding, coordinating, troubleshooting, product ingestion, technical support and quality.
Support Engineer I
Amazon Web Services (AWS)
07.2021 - 10.2023
- Own operational interaction with 3rd party software providers, build and own relationships with sellers, providers, peer teams and Amazon stakeholders
- Manage content acquisition from providers and drive end-to-end management of content ingestion within Amazon systems including onboarding, coordinating, troubleshooting, product ingestion, technical support and quality.
Cloud Support Engineer (Linux)
Amazon Web Services (AWS)
12.2020 - 07.2021
- Applied advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue
- Coach and mentor new hires, developed & presented training, partnered with development teams on complex issues and contact deflection initiatives, participated in new hiring, worked with leadership on process improvement and strategic initiatives
- Resolved documented autocut tickets and regularly worked with development teams and senior Support Engineers to improve documentation, procedures, and tools.
Cloud Support Associate (Linux)
Amazon Web Services (AWS)
11.2014 - 12.2020
- Assisted individuals and businesses take their computing infrastructures and applications into the Cloud
- Coached and mentored new hires, developed & presented training, partnered with development teams on complex issues and contact deflection initiatives, participated in new hiring, worked with leadership on process improvement and strategic initiatives
- Resolved documented autocut tickets and regularly worked with development teams and senior Support Engineers to improve documentation, procedures, and tools.
AWS - Technical Customer Support Associate
Amazon Web Services (AWS)
01.2013 - 11.2014
- Provided global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2
- Helped our customers understand what Cloud Computing is all about, and whether it can be useful for their business needs
- Assisted with account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer
- Helped field customer e-mail and phone contacts, interface with Amazon Web Services Developer Support Reps, and representing Amazon and AWS as I interacted directly with our Developer community to resolve support issues.
Digital Customer Service Associate
Amazon
01.2012 - 01.2013
- Technical support to U.S customers who have queries regarding their Amazon Instant Videos and Android Apps from the Amazon Appstore on phone and email.
Customer Service Associate
Amazon
09.2011 - 12.2011
- Utilized a wide variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions
- Delivered timely, accurate, and professional customer service to all Amazon customers.
Customer Service Agent - Outbound Telesales
KONTAC
03.2011 - 09.2011
- Offering 7 day free trials of Aquazania water coolers to companies and individuals
- Troubleshooting company PCs
- Team leading in absence of supervisor.
Education
Marlborough High School
01.2000
Skills
- AWS Certification
- Linux
- Technical Support
- Cloud Architecture
- System Configuration
- Web Security
- Quality Assurance
- Cloud Infrastructure
- Customer Service
Certification
- A+ - COMPU IT
- AutoCAD 2000 Advanced - CITMA
- CompTIA Linux (Powered by LPI) - CompTIA
- LPIC-1 - Linux Professional Institute (LPI), 06/01/15, 2020
- AWS Certified Cloud Practitioner - Amazon Web Services (AWS), 03/01/21, 03/01/24
- NK48DT5JCF4412SJ
- Programming Foundations: Fundamentals - LinkedIn
- Programming Foundations: Databases - LinkedIn
- AWS Certified Solutions Architect - Associate - Amazon Web Services (AWS), 01/01/23, 01/01/26
- J7M71KKC6FR1Q4CT
Affiliations
- Camping
- Tennis
- Table Tennis
Timeline
Support Engineer II
Amazon Web Services (AWS)
12.2023 - Current
Support Engineer I
Amazon Web Services (AWS)
10.2023 - 12.2023
Support Engineer I
Amazon Web Services (AWS)
07.2021 - 10.2023
Cloud Support Engineer (Linux)
Amazon Web Services (AWS)
12.2020 - 07.2021
Cloud Support Associate (Linux)
Amazon Web Services (AWS)
11.2014 - 12.2020
AWS - Technical Customer Support Associate
Amazon Web Services (AWS)
01.2013 - 11.2014
Digital Customer Service Associate
Amazon
01.2012 - 01.2013
Customer Service Associate
Amazon
09.2011 - 12.2011
Customer Service Agent - Outbound Telesales
KONTAC
03.2011 - 09.2011
Marlborough High School
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