Nikki Silver

Senior Customer Technical Services Analyst @Mastercard

London, GB

Mastercard (RiskRecon & Threat Protection)| Nov 2023 – PresentConnecting the dots between enterprise customers and engineering teams, I resolve complex queries and help clients strengthen their security posture. Drawing on my background in customer service and copywriting, I bring a clear, personable communication style that makes complex security concepts accessible to both technical and non-technical audiences. I advise on third-party risk findings and remediation, as well as Threat Protection\'s suite of defensive tools including WAF (ModSecurity), bot protection, DDoS mitigation, network-level protection, and IP reputation controls.I help our customers strengthen their security posture by reviewing their own enterprise and third party risk findings, highlighting un-remediated risks, and guiding remediation strategies.I create and maintain technical documentation and deliver training sessions, making technical content clear and accessible for customers and partners.I act as the link between customers and development teams, resolving complex queries and simplifying security concepts to help increase our customer\'s organisational cybersecurity resilience.I apply a customer-first approach, drawing on strong communication skills to bridge the gap between engineers, stakeholders, and end users.

St Mary's University, Twickenham

BSc (Hons)