Nishant Parikh

Operations Associate

Washington, DC, United States20 yrs 10 mos experience

Highly StableAI Enabled

Key Highlights

Over nine years of technical support experience.
Expert in cybersecurity solutions and case escalations.
Implemented skills assessments for technical roles.

Stackforce AI infers this person is a Cybersecurity and Technical Support expert with a focus on process improvement.

Contact

Skills

Core Skills

Technical SupportCybersecurityNetworkingNetwork Administration

Other Skills

Artificial Intelligence (AI)SecurityProduct ManagementDesktop ComputersLaptopsInfrastructureServersInformation SecurityIntegrationNetwork ArchitectureServer SupportTCP/IPRoutersSoftware InstallationSwitches

About

As Technical Support Enablement Lead at Tenable, I bring over nine years of experience in technical support, with a focus on cybersecurity solutions. My expertise lies in facilitating case escalations, collaborating with leadership to enhance support readiness for new features and products, and mentoring advanced support teams to deliver exceptional customer satisfaction. I am driven to implement effective processes, such as introducing skills assessments to improve candidate evaluation for technical roles. My commitment to fostering collaboration across technical, product, and customer success teams ensures seamless issue resolution and consistent operational excellence.

Experience

20 yrs 10 mos

Total Experience

6 yrs 11 mos

Average Tenure

Current Experience

Tenable

5 roles

Technical Support Enablement Lead

Promoted

Sep 2022 – Jan 2026 · 3 yrs 4 mos

Worked with Technical Support and Customer Success leadership to facilitate case and account escalations towards timely resolutions. Provided technical support and case management as necessary.
Collaborated with technical and product leadership to ensure the support teams have the necessary tools to support new features and products.
Provided the Advanced support teams with case assistance, mentoring, and support to ensure high customer satisfaction.
Implemented new skills test in HackerRank to screen Technical Support Engineer candidates during the interview process. Graded results, provided feedback about candidate’s performance, and recommended whether candidate should move on to the next round of interviews.

Technical SupportCybersecurityArtificial Intelligence (AI)SecurityProduct Management

Senior Premier Technical Support Engineer

Mar 2022 – Sep 2022 · 6 mos

Premier Technical Support Engineer

Oct 2019 – Mar 2022 · 2 yrs 5 mos

Senior Technical Support Engineer

Promoted

Feb 2019 – Oct 2019 · 8 mos

Provided holistic support to Tier 1 engineers by providing advanced trainings, direct assistance, and case reviews.
Managed and troubleshoot complex and often critical issues, working across multiple teams to bring timely resolutions.
Worked with Customer Success Managers, Product Teams, Customers, and Support Engineers to move escalated cases to resolution.
Investigated and reviewed potential bugs in software and escalated to appropriate teams via JIRA.

Technical Support Engineer

Mar 2017 – Feb 2019 · 1 yr 11 mos

Provided phone, chat, and email support across the Tenable suite of products, including Nessus, Tenable.sc, Tenable.io, NNM, and LCE.
Performed log analysis for troubleshooting issues with configuration, installation, and operation.
Wrote Knowledge Base articles to help deflect case volume and spread knowledge around common issues and troubleshooting steps.

The george washington university biostatistics center

Senior Systems Administrator

Dec 2006 – Sep 2015 · 8 yrs 9 mos · Rockville MD · On-site

Provided day to day support of network infrastructure including desktops, laptops, and servers
Fielded users questions regarding installation and support of various software packages, network problems, and printer issues
Secured laptops and desktops containing sensitive information using WinMagic SecureDoc encryption software

Technical SupportDesktop ComputersLaptopsNetworkingInfrastructure

Bavelle technologies

Systems Engineer

Aug 2003 – Nov 2006 · 3 yrs 3 mos · New York City Metropolitan Area

Supported corporate security using Symantec Antivirus and Windows Update to ensure that all critical system updates and patches were applied to all servers, workstations, and laptops
Provided network, desktop, server, and laptop support to clients via phone, email, remote, and onsite support
Troubleshoot network connectivity using TCP/IP tools such as ping, traceroute, ipconfig, and network hardware tools (Fluke)
Installed network cabling (CAT 5E/6), patch panels, switches, and routers
Responsible for researching, evaluating, and testing new products for the company to market and deploy

Technical SupportDesktop ComputersServersNetwork AdministrationNetworking