Deepak Kalachar

• Identified plans and resources required to meet project goals and objectives.
• Met project deadlines without sacrificing build quality or workplace safety.
• Managed projects from procurement to commission.
• Collaborating with departments and stakeholders to ensure that support services are integrated with the overall strategy of the organization
• Developing and implementing policies and procedures for support services to handle all VMware Products

• Kept projects on schedule by managing deadlines and adjusting workflows.
• Hosting weekly readiness calls every Monday and updating the progress for the week
• Organizing, attending, and participating in stakeholder meetings. Documenting and following up on important actions and decisions from meetings
• Preparing necessary presentation materials for meetings. Ensuring project deadlines are met. Determining project changes

• Collaborating with internal departments to ensure that customer issues are resolved in a timely and effective manner
• Managing and tracking customer issues and complaints, and reporting on trends and patterns to senior management.
• Developing and implementing policies and procedures to ensure that customer complaints are handled appropriately and efficiently
• Providing guidance and support to lower-level support teams on how to handle complex customer issues.
• Communicating with customers directly to understand their concerns and to provide updates on the status of their issues.
• Working closely with other teams within the organization to identify and address systemic issues that may be causing customer complaints.

• Create and maintain knowledge base articles to prevent & resolve similar issues quickly
• Create and maintain knowledge base articles to prevent & resolve similar issues quickly
• Creating Root Cause Analysis for higher-level escalation Creating Knowledge-Based content and document field-facing articles Cross-Functional Engagements
• Participate in Test plan review / Functional Spec and Design Reviews
• Function as a subject matter expert for customer issues serving as an interface between Customer Support and management

Surpassed all deliverable targets with par excellence

Periodically handled teams to identify Gaps and process improvements for those respective teams

· Specialist for the client –, Software India Pvt Ltd, which is a global leader in virtualization solutions.

· As an Escalation Engineer, I have supported Tier 1 team on their daily workload and have handled escalation requests from customers on the phone.

· I have handled internal escalations to expedite and provide quick and effective resolutions to the customers and the account teams.

· Keeping the stakeholders informed of the action plan and ETA.

· Performed in the capacity of a Supervisor and Duty Manager during weekends and non-coverage timings.

· Donned the role of a Quality Analyst full-time and assisted to ensure that VMware guidelines and policies are adhered to by the complete team and provided real-time analysis during weekly business review calls with client.

Coach and mentors and provides guidance to internal employees to help them improve their technical skills

Provide technical assistance to help resolve issues relating to a variety of enterprise technologies

Research and reproduce technical issues using enterprise lab resources Maintain certification and enhance technical abilities

Attend advanced vendor training with the intent to redeliver to the team