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