Tamires Mayumi Kurosaki

Technical Support Engineer @ CrowdStrike

About

A troubleshooting aficionado with a strong track record of solving problems, improving processes, and helping both customers and teammates succeed. With background in system administration and operations, including roles at IBM as a System Administrator, Solutions Operations Center Lead, and Global Operations Manager. Now as a Support Engineer at e-Core, I’ve built deep knowledge of industry standards and often support others by reviewing and refining their work. I'm known for staying calm under pressure, adapting quickly to change, and jumping in where needed to keep things moving. I care a lot about doing right by the customer and the team. Whether it’s finding the root cause of an issue or figuring out how to prevent it from happening again, I focus on long-term impact and clear communication. I work closely with cross-functional teams and stakeholders at all levels, always aiming for clarity, collaboration, and results. In recent years, I’ve leaned into mentoring teammates, sharing what I’ve learned, and helping others grow. Looking ahead, I’m excited to take on more team coach opportunities where I can support, guide, and drive meaningful change.

Country

Brazil

City

Greater Campinas

Industry

Information Technology & Services

Skill

Root Cause Analysis, Software Troubleshooting, Cloud Applications, Operating Systems, Security Patch Management, Incident Management, IT Management, Project Delivery, Customer Escalation Management, IT Operations Management, Cybersecurity, Service Delivery Management, Technical Support, Customer Success, Troubleshooting, Jira, Communication, Gestão de TI, Sistemas operacionais, Resposta a incidentes

Experience

Technical Support Engineer

CrowdStrike

2025-11 - Present · 11 mos

Support Engineer 3

e-Core

2025-1 - 2025-10 · 10 mos

- Prioritizee and resolve incoming customer tickets, focusing on timely responses and high customer satisfaction. - Troubleshoot technical issues, provide solutions, and escalate complex cases when necessary. - Manage workload to meet Service Level Agreements (SLAs), especially Initial Response Time (IRT) targets. - Review, approve, and publish knowledge base articles and share best practices with the team. - Support and mentor peers, providing feedback and guidance as needed. - Contribute to operational improvements and process enhancements. - Contribute to projects and initiatives aimed at improving support processes, tools, or product readiness. - Participate in onboarding new team members and assist with training sessions.

Support Engineer 2

e-Core

2022-11 - 2025-1 · 2 yrs 3 mos

Global Operations Delivery Manager

IBM

2021-9 - 2022-11 · 1 yr 3 mos

• Leadership role in global delivery in a multicultural team under 5 different countries. • Escalation focal for US time zone to expedite and coordinate resolution of critical incidents. • Security focal for process review, workload distribution for critical vulnerabilities, Business continuity plan, risk management. • Experience with internal and external audit.

Solutions Operations Manager

IBM

2020-1 - 2021-9 · 1 yr 9 mos

• Management of multicultural team with 19 resources distributed between Brazil and Mexico; training of new resources; performance analysis and feedback. • Detection of potential problems, risk, and gaps, creating strategies to mitigate or prevent it. • Focal point for customer escalations, seeking to minimize customer impact. • Governance, analysis, and improvement for established processes.

Infrastructure Specialist

IBM

2016-11 - 2020-1 · 3 yrs 3 mos

Hortolândia

Primary system administrator for over 65 servers simultaneously, between internal infrastructure and customer environment, including: - OS support (disk, memory, and processing resources management; security updates, permissions, and user management, troubleshooting incidents in AIX, Linux, Windows). - Middleware (Installation and base configuration, upgrades, application of FixPacks, troubleshooting incidents in WebSphere Application Server, IHS, MQ, DB2). - Security patches, requests, and customer incidents via ticket.