Shine Harindran
Technical Support Manager
Bangalore
Summary
Professional Summary:
19+ years of diverse experience in Information Technology Specialized in Technology Operations, Customer success, Team management, Cloud Platforms & Project execution. Currently working as Technical Support Manager with Omnissa (Earlier VMware EUC). Seeking a suitable position where I can use my relevant experience that exploits my abilities to the maximum, while providing me wider exposure and an opportunity to learn.
Overview
21
21
years of professional experience
Work History
Technical Support Manager - Horizon Cloud
OMNISSA / VMWare EUC
Bangalore
05.2022 - Current
- Managed a global team of engineers responsible for resolving customer issues.
- Conducted yearly performance reviews and delivery for the team.
- Created reports on performance metrics and presented them to senior management.
- Resolved escalated customer issues promptly and effectively.
- Analyzed customer feedback data to identify areas where improvements can be made in product or service delivery.
- Met with stakeholders to collaborate and resolve problems.
- Recruited, developed, and implemented training programs for new team members.
- Worked closely with other departments, such as product management and engineering, to improve customer experience.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked with cross-functional teams to achieve goals.
- Utilized various software and tools to streamline processes and optimize performance.
Horizon Cloud Escalation Management
VMware EUC
Bangalore
09.2018 - 05.2022
- Prepared monthly shift rosters efficiently.
- Conducted assessments and authorizations of leave applications.
- Organized and carried out interview sessions in collaboration with HR.
- Spearheaded New Hire Training and Ramp-Up program.
- Handled escalated issues in VMware products for corporate clients and maintained strong relationships.
- Built and sustained strong relationships with VMware functional groups.
- Demonstrated strong interpersonal and communication skills
- Handle crisis situations involving technically complex issues and various stakeholders.
- Collaborated with TSEs to elevate customer satisfaction.
- Delivered informal feedback to front line managers on TSE performance.
- Organized collaborative meetings to enhance engineering knowledge sharing and streamline customer solution processes.
- Collaborated with Duty Manager on completing end of day center transfers.
- Guided frontline TSEs in writing and contributing to KBs.
- Guided TSEs in adopting optimal case management practices.
Horizon Cloud Deployment
VMWare EUC
Bangalore
08.2016 - 09.2018
- Management and deployment of the Horizon Cloud DaaS for customers in their environment.
- Collaborated with customers and sales teams to deploy Horizon Cloud DaaS solution.
- Outlined pilot parameters, teamed up with clients to establish desktop image requirements, and handled problems as per user reviews.
- Onboard global customers; consistently provide feedback for service and platform enhancement.
- Collaborated with partners and sales team to gather and document customer business requirements related to Desktop Virtualization.
- Assessed timelines and quality standards needed for effective project delivery.
- Provided technical demos, hands-on troubleshooting, and guidance to the Customer IT to resolve any barriers to a production rollout
- Evaluated new Horizon Cloud release for functionality.
Associate: Workspace Platforms
Goldman Sachs
Bangalore
11.2010 - 05.2016
- Project Lead for handling key infrastructure projects at Goldman Sachs, including new implementations, migrations, and upgrades.
- Worked as Team Lead for the Cloud Support Team, supporting internal cloud issues and escalations at Goldman Sachs.
- Incident management, change management, and root cause analysis.
- Document architectures, procedures, and processes that can be leveraged by support teams.
- Coordinate directly with Microsoft and Citrix engineering teams.
- Coordinating and planning for planned infrastructure activities, such as upgrades and migrations.
Team Lead & L2 SME
HCL Technologies
Bangalore
05.2006 - 11.2010
- Team lead and L2 SME for Technology Client Services.
- Exposure to desktop operations.
- Handling escalations, coaching team members, and providing technical inputs for the L1 team.
- Additional responsibility of giving L2 support for VDI and Citrix server issues.
- Testing, installing, and troubleshooting applications on Citrix/NDS (VDA) servers.
- Usage of the Citrix Management Console to accomplish tasks such as publishing applications, reviewing load evaluators, shadowing sessions, and performing common troubleshooting functions, in addition to project management of Citrix implementations.
- Coordinating with users in Test, QA, and Prod environments.
- Troubleshooting issues escalated by L1 analysts.
- User account management for different domains (creation, modification, and deletion) using Kerberos management.
System Administrator at Client ITC Limited
MICROLAND via NetConnect
Bangalore
05.2004 - 05.2006
- Administrating desktops, network connectivity, and printers.
- Installation and configuration of user desktops.
- Resolving the hardware, OS, mail client, and network issues.
- Managed Windows 2003 Terminal Server with 60 clients.
- Lotus Notes email, Client 6.5.4 Installation and Configuration.
- Responsible for user creation, access permission, and daily and weekly backup.
- Installed and configured WYSE terminals for terminal access.
- Second level escalation point of 40 remote locations all over India for hardware and software support.
Education
Bachelor of Science - Bsc IT
Alagappa University
Computer Engineering Diploma
NTTF, Electronics Center, Bangalore
Skills
- Team Leadership
- Technical leadership
- Effective communication
- Employee training
- Customer service
- Technical troubleshooting
- Incident management
- Root cause analysis
- Performance reporting
- Cloud technologies
- Cross-functional teamwork
- Escalation management
- Multitasking
- Teamwork and collaboration
Accomplishments
- MVP (Most Valuable Player) at VMware: In 2017
- VMware At our Best Recognition: In 2020, I was awarded Elevate Our Best award
Timeline
Technical Support Manager - Horizon Cloud
OMNISSA / VMWare EUC
05.2022 - Current
Horizon Cloud Escalation Management
VMware EUC
09.2018 - 05.2022
Horizon Cloud Deployment
VMWare EUC
08.2016 - 09.2018
Associate: Workspace Platforms
Goldman Sachs
11.2010 - 05.2016
Team Lead & L2 SME
HCL Technologies
05.2006 - 11.2010
System Administrator at Client ITC Limited
MICROLAND via NetConnect
05.2004 - 05.2006
Bachelor of Science - Bsc IT
Alagappa University
Computer Engineering Diploma
NTTF, Electronics Center, Bangalore
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