Alwin Dcosta

>> Provide global support to VMware's Premier Support customers on VMware Workspace ONE, a unified endpoint management (UEM) solution that provides IT administrators the ability to provide mobile device management (MDM)

>> Managing and troubleshooting Workspace ONE UEM networking, infrastructure, and API issues.

>> Diagnose complex technical issues with speed and accuracy to provide exemplary customer service

>> Handle escalations in a timely manner, looping in all the stakeholders and make sure customer experience is not impacted by providing a quick response/resolution/workaround possible

>> Mentor new hires

>> Provide global support to VMware customers on VMware Workspace ONE, a unified endpoint management (UEM) solution that provides IT administrators the ability to provide mobile device management (MDM)

>> Install, configure and manage Workspace ONE UEM

>> Install, configure, and Workspace ONE Access

>> Configure Apple iOS and Android mobile device enrollment

>> Configure Enrollment and Organization Group assignment
>> Enhanced Management configurations (Profile/Policies/System Settings)

>> Configure Android for Enterprise

>> Configure Apple Business Manager (ABM)

>> Configure VMware Unified access gateway (Virtual Appliance) as Content gateway to access internal repositories, network shares.

>> Configure VMware Workspace ONE tunnel to securely connect both internally built and public Apps to corporate resources

>> Assist customers in sourcing self-service options on VMware and Workspace One support portal

>> Maintain accurate issue description and detailed updates within Salesforce CRM system

>> Escalate issues in a timely manner according to Standard Operating Procedures and work directly with our Internal teams such as Technical Support, Quality Analysts, Sales and IT teams to resolve customer issues/queries

>> Analyze, manage and track the Product enhancement requested using JIRA and provide timely to all stakeholders, as and when the products are made available with frequent engagement with R&D, Release readiness and Product Management teams

>> Conduct training for new hires ensure they have access to all necessary tools required for day to day job

>> Provide training to new hires on VMware Licensing

>> Responsible for certifying new hires after successful completion of process training

>> Documenting training process and reporting it to training/operations

>> Assist HR in recruitment and selection process for new hire as and when required

>> Regularly add value to the team by teaching appropriate responses on calls and emails

>> Monitor and give feedback to new hires during nesting process

>> Conduct short bursts of refresher training for agents on the floor at regular intervals

>> Give out monthly assessments across the production floor on latest updates

>> Provide global support to VMware customers on Licensing, and Account Management