Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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)
08.2019 - 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
01.2017 - 08.2019
  • 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
01.2017 - 01.2018
  • 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
04.2009 - 01.2018
  • 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
11.2005 - 04.2009
  • 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
07.2002 - 11.2005
  • 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
04.2001 -

Skills

    Leadership and Escalation Management

undefined

Certification

VCP - VMware

Timeline

VCA4DT - VMware

07-2024

VCP - VMware

03-2022

Principal Escalation Manager

Broadcom (VMware)
08.2019 - Current

Prince2

03-2019

Sr. Escalation Manger

VMware
01.2017 - 08.2019

Regional Escalation Manager

VMware
01.2017 - 01.2018

Escalation Engineer

VMware Software India Limited
04.2009 - 01.2018

RHCE - Red Hat

01-2007

Technical Solution Consultant

Hewlett-Packard Inc
11.2005 - 04.2009

Technical Support Engineer /CEC

Dell International Services
07.2002 - 11.2005

Bachelor of Science - BSc Computers (Vocational)

Osmania University
04.2001 -

Similar Profiles

CREATE PROFILE
Antony FernandoPrincipal Escalation Manager