Pradeep Bhaskar H
Bangalore
Summary
As an Escalation Manager, I will be responsible for driving highly escalated, political, and complex technical product-related escalations to closure by partnering with various engineering, field, and leadership stakeholders. Key strengths for this role would be self-motivation, keen to learn, strong passion for customer service; impact assessment, negotiation, stakeholder management skills, strong verbal and written communication skills, and someone who embraces challenges.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Escalation Manager
VMware by Broadcom
Bangalore
10.2022 - Current
- Bring thought leadership around overall customer success and be self-driven to lead with minimal supervision
- Focused effort into the optimal use of resources
- Act as the primary interface for local escalation management with regard to customer escalations
- Prioritize & drive escalations with Engineering Business Units to ensure visibility, traction, and ultimate closure
- Ensure the customer's voice is heard throughout the escalation process
- Set correct expectations and drive relief and resolution through effective communication
- Monitor customer Problem Reports (PRs) and work with the Global Escalations team and engineering to ensure appropriate resources have been allocated and the SRs/PRs are being actively handled in an appropriate manner
- Take an active role on escalated critical customer issues as may be required and provide regular regional status updates for all escalated Service Requests
- Identify, analyze, trend, and document escalation trends & collaborate with the Product Support Engineering organization on product defects and trends
- Collaborate with the infrastructure functions required in escalations management
- Review and root cause all escalated service requests and use this information to effect continuous improvement within the service delivery teams thus contributing to the PIPA process effectively
- Create and maintain lines of communication with field teams (SE, Sales, and TAMs).
Critical Situation Manager
Citrix
Bangalore
06.2021 - 10.2022
- Manages the remediation process and technical resources by facilitating cross-departmental collaboration, coordinates the end-to-end customer experience, and owns the internal and external communications
- Acts as customer and account team's main contact during critical situations and works with the technical specialists to manage critical issues and resolution of problems and incidents
- Initiates and facilitates the discussion with customers and respective resolution partners during critical issues
- Ensures timely, professional, and effective communication with the customer and internal groups from both the technical and management perspectives
- Oversees top-tier customer critical account technical support situations to ensure all elements of conical support are progressing to issue resolution
- Develops and delivers executive communication to customers and Citrix sales executives on the status of critical Service Requests
- Designs, implements, and supports processes with Product Management and Engineering regarding Customer's needs and experiences with Citrix products
- Provides ongoing status updates to Team Lead and Management Leads and participates in projects relating to the continuous improvement of Citrix support services.
Technical Support Engineer Level-2 (Premier Customers)
VMware, Inc.
Bangalore
07.2017 - 06.2021
- Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
- Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
- Track and monitor all support cases to ensure timely resolution and follow-up
- Clearly identify, document, and find solutions for customer issues and product problems
- Escalate critical customer situations to the appropriate level of management and engineering expertise
- Participate in Knowledge-Centered Service training to become a licensed publisher and contribute to the company knowledge base that communicates technical issues and solutions to internal departments, and support teams as well as to the customer base
- Workspace One UEM(AirWatch) troubleshooting and solution delivery
- Enterprise mobility management components troubleshooting proficiency
- Android, iOS, MacOS and Windows application deployment, Log analysis of servers and crash log analysis for applications (XCode and ADB logs), Performing SQL queries on MS SQL data manipulation in tables
- Dump collection and health check in SQL server
- Configuring and troubleshooting VMware Identity Management solution (vIDM) Experience with Email management using SEG including ENS and Push notification issues.
Technology Analyst
Infosys Ltd.
Bangalore
05.2013 - 07.2017
- Worked on VMware vSphere, building VMs, monitoring VMs, migrating VMs, Configuring VMs
- Worked on mailbox creation for the users, distribution list creation in Exchange Server 2007 which we get from Service Now as request and incidents
- Worked on Migration of Citrix XenApp 5.0 to Citrix XenApp7.5 environments
- Installing Client apps in the Server, publishing through Access Management Console
- Managing over 60 XenApp servers and 1000+ concurrent users
- Performed G.I(Gold Image) swap every week and reboot servers
- Resolving user’s issues which comes from Service Now
- Building new XenApp servers in XenCenter
- Adding server’s entries in PVS, Appsense, and Citrix Studio
- Decommission of XenApp 5.0 environment
- Worked as VMware Administration and Maintenance
- Citrix XenApp 6.5 farm maintenance
- Worked on Windows Server 2003 to Windows Server 2008 migration
- Worked on VMware vCenter and ESXi upgrade from 4.1 till 6.0
- Building new VMs and allocating resources accordingly
- Installations of Operating Systems like Windows Servers 2008/ 2012 and ESXi5.5, ESXi 6.0
- Monthly patching of Windows server via SCCM/WSUS, performing post checks
- Health checks and monitoring the Windows servers for any critical alerts like hardware failures, critical events, disk space issues and dependency services that are running on the servers
- Executing ITIL process such as Incident, Problem and Change Management via BMC Remedy ticketing tool.
Education
MTech -
Birla Institute of Technology
12.2020
Bachelor of Engineering -
VTU- East West Institute of Technology
06.2012
Skills
- Customer Service Management
- Root Cause Analysis
- Team Collaboration
- Problem-Solving
- Problem-solving aptitude
- Excellent Communication
- Relationship Building
- Multitasking
- Written Communication
- Decision-Making
- Interpersonal Communication
Certification
- Microsoft Certified Solutions Associate (MCSA), Windows Server 2016 certification have demonstrated the skills required to reduce IT costs and deliver more business.
- VMware Certified Master Specialist - Digital Workspace 2020, An architect who holds the VMware Certified Master Specialist - Digital Workspace 2020 knows how to plan, design, operate, and troubleshoot complex Workspace ONE environments.
- Double VCP – Data Center Virtualization & Desktop Mobility, The Double VCP for DCV and DTM validates that a badge earner can administer and troubleshoot vSphere V6 compute infrastructures.
- VMware Certified Professional - Data Center Virtualization 2023, The VCP-DCV 2021 certification validates that a badge earner can implement, manage, and troubleshoot a vSphere infrastructure.
- VMware Certified Professional 6 – Data Center Virtualization, The VCP6-DCV certification validates that administer and troubleshoot vSphere V6 compute infrastructures.
- VMware Certified Professional - Digital Workspace 2021, The VCP-DW 2021 certification validates that a badge earner can configure, deploy, manage, maintain, optimize, and perform basic troubleshooting of VMware Workspace ONE.
Languages
- Kannada, Native or Bilingual Proficiency
- English, Full Professional Proficiency
- Hindi, Full Professional Proficiency
Timeline
Escalation Manager
VMware by Broadcom
10.2022 - Current
Critical Situation Manager
Citrix
06.2021 - 10.2022
Technical Support Engineer Level-2 (Premier Customers)
VMware, Inc.
07.2017 - 06.2021
Technology Analyst
Infosys Ltd.
05.2013 - 07.2017
MTech -
Birla Institute of Technology
Bachelor of Engineering -
VTU- East West Institute of Technology
Similar Profiles
Yugendhran ThirugnanamYugendhran Thirugnanam
Global Head of Consultancy, SASE Professional Services, Service Provider, & Edge Business Unit at Broadcom, VMware by BroadcomGlobal Head of Consultancy, SASE Professional Services, Service Provider, & Edge Business Unit at Broadcom, VMware by Broadcom
Pankuri MahajanPankuri Mahajan
Solution Architect (Client Service Consultant) at VMware by Broadcom (Broadcom)Solution Architect (Client Service Consultant) at VMware by Broadcom (Broadcom)
Komal KritiKomal Kriti
Technical Support Engineer -2 at VMware Software India Pvt. Ltd. (VMware By Broadcom)Technical Support Engineer -2 at VMware Software India Pvt. Ltd. (VMware By Broadcom)
Mamatha HNMamatha HN
Senior Member of Technical Staff at VMware by BroadcomSenior Member of Technical Staff at VMware by Broadcom
Simran SSimran S
Travel Consultant at BCD TravelTravel Consultant at BCD Travel