Antony Fernando
Principal Escalation Manager
Bengaluru
Summary
Highly accomplished professional with over 20 years of experience in
technical support and team leadership. Proven track record of
driving business results, fostering a culture of continuous
improvement, and delivering exceptional customer service.
Currently serving as a Principal Escalation Manager at VMware by Broadcom managing critical escalations for the Global Accounts.
Overview
22
22
years of professional experience
4
4
Certifications
Work History
Principal Escalation Manager
Broadcom (VMware)
2019.08 - Current
- At VMware Software India PVT Ltd, Bengaluru, I serve as the primary contact for Big Bet accounts, effectively addressing customer escalations.
- My responsibilities include prioritizing and leading escalations with engineering and product development teams to ensure visibility, progress, and resolution.
- I work closely with Engineering team to drive product improvements, enhance serviceability, and refine support processes.
- As VMware's representative to customers, I advocate for their needs within the company.
- I conduct thorough reviews and root cause analyses of escalated service requests, driving continuous improvement in service delivery teams.
- I maintain open lines of communication with field teams, including SEs, Sales, and TAMs. Additionally, I identify, analyze, and document escalation trends, collaborating with the global management team to implement corrective actions.
- Represented VMware in cross company collaboration through TSANet
Sr. Escalation Manger
VMware
2017.01 - 2019.08
- Facilitated collaboration among Engineering, Support and Sales teams to maintain commitment and alignment
towards resolution goals. - Enforced accountability among all stakeholders for their respective roles and responsibilities.
- Prepared concise status updates for both internal and external executives, ensuring clear understanding of the
situation. - Identified systemic issues and initiated resolution efforts through collaboration with engineering teams.
- Drove organizational changes across all departments to implement preventive measures and minimize
recurrence of issues. - Managed the schedules and load distribution for backline engineers
Regional Escalation Manager
VMware
2017.01 - 2018.01
- Proficiently communicated technical status updates to escalate issues to "C" & "E" staffs and provided regular
updates to the customer's technical team. - Served as designated escalation point during Ownership conflict in significant impacted situation,
facilitating dialogue between business and IT support teams to identify the root cause. - Tracked aged/repeated Escalations, ensuring coordinated root cause analysis and fault resolution to prevent
recurrence of issues.
Escalation Engineer
VMware Software India Limited
2009.04 - 2018.01
- Joined as a Technical support Engineer in 2009 was promoted to Senior TSE and subsequently became an Escalation engineer in 2013
- Assisted front line engineers and handled technically complex escalations involving multi vendors
- Was sent onsite on several occasions to resolve complex issues
- Trained Consultants in ASEAN region on end user computing solutions
- Designed & implemented multiple vSphere DRS/HA farms & Desktop Virtualization using VMware View
- Supported sales teams by offering technical insights during pre-sales discussions for Big Bet accounts
- Assisted in hiring new escalation engineers, contributing to building a strong talent pool within the organization.
- Was appointed as the Global technical lead for End user Computing
Technical Solution Consultant
Hewlett-Packard Inc
2005.11 - 2009.04
- Implemented Prod environments using HP blades / ProLiant servers with different RAID controllers / Storage / Tapes.
Guided Install / Deploy / performance tune Windows Server / RHEL /Linux and drivers for HP servers - Guided Install / Deploy / performance tune Windows Server / RHEL /Linux and drivers for HP servers.
- Support Virtualization Solutions for HP customers in EMEA region
- Was involved in data center consolidation project using Virtualization during the tenure of CTO (Randy Mott)
Technical Support Engineer /CEC
Dell International Services
2002.07 - 2005.11
- Focused on resolving critical issues for enterprise clients around Windows Server 2003 / Windows 2000 OS. BSOD
Analysis and troubleshooting extending to areas relating to Hardware/ Networking / Wireless / Drivers / Startup
Issues / Boot Process. - Responsible as Subject matter expert in Troubleshooting Hardware / Software on Dell high end desktop and laptop
product line. - Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Audit Calls and provide feedback to engineers.
- Trained entire canada support team on wireless troubleshooting
Education
Bachelor of Science - BSc Computers (Vocational)
Osmania University
Secunderabad 2001.04 -
Skills
Leadership and Escalation Management
Certification
VCP - VMware
Timeline
VCA4DT - VMware
2024-07
VCP - VMware
2022-03
Principal Escalation Manager
Broadcom (VMware)
2019.08 - Current
Prince2
2019-03
Sr. Escalation Manger
VMware
2017.01 - 2019.08
Regional Escalation Manager
VMware
2017.01 - 2018.01
Escalation Engineer
VMware Software India Limited
2009.04 - 2018.01
RHCE - Red Hat
2007-01
Technical Solution Consultant
Hewlett-Packard Inc
2005.11 - 2009.04
Technical Support Engineer /CEC
Dell International Services
2002.07 - 2005.11
Bachelor of Science - BSc Computers (Vocational)
Osmania University
2001.04 -
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