Akhil Bisht
Noida
Summary
Skilled and Dynamic Customer Success and Support Team Lead with a track record of over 6+ years in workspace. Knowledgeable in user interface, testing, and debugging processes. My expertise also extends to customer engagement and success.
Overview
7
7
years of professional experience
Work History
Team Lead - L2 Customer Support
VMware
Bengaluru
2021.03 - 2025.12
- Being a lead and Ace of the team led escalation and account management for mobile device issues on VMware Workspace ONE.
- Achieved high customer retention rates among European clients through targeted strategies.
- Utilized CRM and CSM tools to analyze customer retention metrics.
- Collaborated with administrators to isolate, diagnose, and reproduce technical problems.
- Resolved server-side network issues while supporting MAM initiatives.
- Conducted active troubleshooting for server-side challenges in on-premise and SaaS environments.
- Employed tools such as Jira QS, Salesforce, MySQL log analysis, SaaS-kit, and Postman API.
- Created training materials for new technical support processes to enhance onboarding and knowledge transfer.
- Promoted from Associate Technical Support Engineer to Level 1 in March 2021 after demonstrating strong performance.
Technical Support Engineer
Vmware
Bengaluru
2021.03 - 2022.10
- Diagnosed and resolved customer issues with virtualization technologies.
- Collaborated with engineering teams to address product defects.
- Developed knowledge base articles for common technical inquiries.
- Resolved complex technical problems through root cause analysis techniques.
Business Analyst
Adapt Software India (P) Limited
Gurgaon
2020.09 - 2021.02
- An amazing hands-on experience the Microsoft 365 and SharePoint management along with client interactions and requirement analysis.
- Developed a reporting system that provided real-time insights into customer satisfaction and product performance.
- Collaborated with stakeholders to gather and document project specifications.
Trainee
Bharat Electronics limited
Kotdwara
2019.05 - 2019.07
- Oversaw service desk operations and database management for permanent employees, ensuring reliable support.
- Contributed to development of project for employee data projections through IoT integration, enhancing data accessibility.
- Created documentation for assembly procedures, standardizing processes and enhancing operational consistency.
Education
B. Tech - CSE
Amity School of Engineering And Technology
Noida2020-09
Intermediate -
St. Joseph's Convent School
Kotdwara2016-05
High School -
St. Joseph's Convent School
Kotdwara2014-05
Skills
- Customer Success management
- Technical Support
- Escalation management
- Retention analysis
- Business Analysis
- MSQL
- Postman API
- Analytical thinking
- Problem solving
- Leadership
- Team Management
- Excellent Communication
Timeline
Team Lead - L2 Customer Support
VMware
2021.03 - 2025.12
Technical Support Engineer
Vmware
2021.03 - 2022.10
Business Analyst
Adapt Software India (P) Limited
2020.09 - 2021.02
Trainee
Bharat Electronics limited
2019.05 - 2019.07
B. Tech - CSE
Amity School of Engineering And Technology
Intermediate -
St. Joseph's Convent School
High School -
St. Joseph's Convent School