Bipasha Goswami
Summary
Dynamic Senior Technical Support Engineer with a proven track record at VMware/Broadcom, specializing in escalation management and enterprise account relationships. Expert in technical troubleshooting and customer satisfaction, enhancing service delivery and operational efficiency. Skilled in team collaboration and situational leadership, consistently achieving high CSAT scores.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
Omnissa
Bangalore
10.2024 - Current
- Working as Senior Engineer/SME for Workspace ONE team in VMware/Broadcom, resolving technical issues and delivering customer support in high-stakes enterprise environments
- Worked closely with cross-functional teams (product, customer success & operations) to resolve escalated issues, improving overall service delivery and operational efficiency
- Demonstrated the ability to assess situations and escalate high-priority issues to the appropriate teams, ensuring timely resolution and minimizing service disruption
- Serve as the primary liaison for escalated issues within the Frontline Engineer team, focusing on Windows and Android-related issues
- Assisted colleagues with issue replication/testing and bin reviews to help accelerate the resolution process
- Help improve products by sharing customer feedback with the development team
Senior Technical Support Engineer
VMware/Broadcom
Bangalore
09.2017 - 10.2024
- Worked as a dedicated Premier Services Escalation point for Big bet Accounts
- Working closely on the SME Modules like Windows, Android and MDM
- Understanding on SQL and API
- Been instrumental in handling customer escalations and collaborating with Field teams(Account/Sales/CSM)
- Handled Support Account Management tasks in this role as a backline
- Manage high-priority escalations, identifying root causes and implementing effective solutions to resolve complex customer issues and minimize service disruptions
- Managed expectations of key stakeholders by providing regular updates and ensuring alignment on timelines and resolutions during escalation cases
- Work with VMware's/Broadcom's engineering team to provide formal feedback for incidents, causes, and resolutions
- Mentoring fellow/new team members with the tools and technology
- Creating and maintaining the knowledge base
- Reviewing colleagues' Aged and Idle cases to find any issues, speed up resolutions, and create and share reports with the results
System Engineer
InSync Tech-Fin Solutions Limited
Kolkata
04.2015 - 08.2017
- Managing Windows Server Services which includes Active Directory User Creation/Deletion & management, Group Policy Management, DNS, Hyper V configuration and management
- User End Support-Troubleshooting
- Operational Tasks which includes Asset Management, Vendor Management & SOP Documentation
- Creation/Deletion, Backup & management of Email IDs, Distribution Lists and managing Domains via O365 & Google Apps
DL1 Engineer
ACUTE INFORMATICS PVT LTD
Kolkata
01.2014 - 04.2015
- Providing remote support to end users for troubleshooting issues, which include issues related to VPN connectivity, Lotus Notes, LAN/WAN, and internal applications.
- Managed service desk operations, ensuring timely resolution of customer incidents and escalating critical issues as needed
- Providing technical support, including identifying problem incidents with their subsequent resolutions
Education
Master of Science - Hardware & Networking Technologies
Punjab Technical University
01-2014
Bachelors - Computer Application
George College of Management & Science (WBUT)
01-2011
XII -
Central Model
01-2008
Class X -
Bidhan School
01-2006
Skills
- Enterprise Account and Relationship management
- Escalation Management
- Customer Handling
- Technical Support & Troubleshooting
- Case Management
- Customer Satisfaction(CSAT)
- Team Collaboration
- Situational leadership
- Ticketing tools: Zendesk & SFDC
Certification
- MCSA: Windows Server 2012(License Microsoft Certification ID:14112935; Certification Number: G101-87202)
- VMware Certified Professional -Digital Workspace 2018
- VMware Specialist - Workspace ONE Unified Endpoint Management 2020
- VMware Specialist - Workspace ONE Advanced Integration and Design 2020
- VMware Certified Master Specialist - Digital Workspace 2020
- VMware Certified Professional - Digital Workspace 2023 (VCPDW 2023)
- ITIL Foundation Certificate in IT Service Management
Languages
Accomplishments
- Rising Star (InSync Tech-Fin Solutions Limited) - A recognition received for my performance delivered to reach Company's goal.
- Rewarded for Field Collaboration for 2019 Q2
- Received the On The Spot Award in October 2020 (Q3)
- Received the Achieve Our Best Award in April 2021(Q1)
- Received the Achieve Our Best Award in April 2023(Q1)
Timeline
Senior Technical Support Engineer
Omnissa
10.2024 - Current
Senior Technical Support Engineer
VMware/Broadcom
09.2017 - 10.2024
System Engineer
InSync Tech-Fin Solutions Limited
04.2015 - 08.2017
DL1 Engineer
ACUTE INFORMATICS PVT LTD
01.2014 - 04.2015
Master of Science - Hardware & Networking Technologies
Punjab Technical University
Bachelors - Computer Application
George College of Management & Science (WBUT)
XII -
Central Model
Class X -
Bidhan School
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