Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Personal Information
Timeline
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Vimalash Chinnaswamy

Vimalash Chinnaswamy

Bengaluru

Summary

An IT professional with over 15 years of experience in IT management and support, specializing in customer success and critical issue resolution. Driven by a customer-obsessed mindset, ensuring proactive engagement and seamless delivery of solutions that exceed client expectations. Skilled in managing complex IT challenges, fostering loyalty, and driving customer satisfaction. Experienced in collaborating across technical teams and executive stakeholders to ensure transparent communication, proactive responses, and effective service delivery.

Certified in ITIL and VCP6-DCV, with expertise in secondary storage, backup and recovery, cybersecurity, AI, data insights, CRM, IT service transformation, and data center virtualization. Extensive exposure to VMware technologies, including SAN, NSX, and VCF.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Critical Accounts Program (CAP)

Cohesity
01.2023 - Current
  • Acted as primary advocate and liaison for critical IT accounts, ensuring alignment with organizational goals
  • Build and maintained strong relationships with key client stakeholders, including IT managers, CIOs, CTOs, Solution Architects, and other decision-makers
  • Assess client needs, priorities, and challenges in Backup/Recovery and Cybersecurity situations
  • Partnered with internal teams (support, engineering, and operations) to ensure prompt resolution of technical issues and proactive system management
  • Conducted regular technical reviews and assessments to uncover opportunities for system improvement and optimization.
  • Developed and implement strategic account plans that align with client IT and business objectives, driving value and client satisfaction
  • Collaborated with Sales and Business development teams to identify and execute strategies for expanding IT services and fostering account growth

Senior Regional Escalation Manager

VMware
09.2016 - 01.2023
  • Managed the highest executive escalations from global enterprise customers for Six plus consecutive years. ~150/Year.
  • Developed and led an escalation prevention initiative that reduced 30 % of escalations over a year.
  • Optimized global escalation processes, resulting in effective and efficient regional transfers.
  • Played a critical role in establishing Global Escalation Management (EM) for the Storage and Network division of VMware.
  • Developed Global Dashboards and Executive reports to demonstrate the EM team's contribution to the business and accomplishments
  • Participated in internal hiring for Escalation Managers' roles and onboarded them with continuous coaching and mentoring. ~10 members interview and onboarding experience.

Critical Solution Manager

Microsoft
03.2015 - 08.2016
  • Was appointed to this key role within Service Management, to bridge the gap between the business and IT Support and represent the Retail Business in IT and Business Continuity management
  • Was a designated escalation point when IT processes failed or at a time of significant impact, facilitated sessions between the business and IT support and identified and resolved key issues
  • Tracked high priority service related incidents and ensured root cause analysis and fault resolution was coordinated and delivered to avoid recurrence of issues
  • Was involved on high level escalation point of contact
  • Frequently involvement with Business leads
  • Acted as a Single Point of contact for escalations at Crisis situations
  • Drove the resolution of high priority incidents and minimised business impact
  • Communicated closely throughout the duration of incidents to both IT colleagues and key business stakeholders, ensuring communications are clear and concise
  • Mitigated the recurrence of incidents by reporting against and identifying trend analysis

Change Manager

IBM
05.2011 - 11.2014
  • Was part of the Change Advisory Board (CAB) meeting, issued agenda's and circulated all requests for changes to Change owners and Board members in advance of meetings to allow prior consideration
  • Convene urgent CAB or ECAB meetings for all urgent RFCs
  • Chaired all CAB and ECAB meetings and authorizes acceptable changes, either alone or after a CAB or ECAB
  • Supervise change schedules
  • Liaise with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules
  • Update the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality
  • Reviews all implemented changes to ensure that they have met their objectives; refers back any that have been backed out of have failed
  • Analyses change records to determine any trends
  • Engage in RFCs closures
  • Communicate regular management reports

Technical Support Engineer/ IM

HP
08.2009 - 02.2010
  • Initial Troubleshooting of the user issues and escalating to next level if required
  • RSA server login issue
  • Outlook issue
  • Network initial troubleshooting
  • Handled a complete Migration
  • Active Directory, Maintain SLA matrix, Calls answered and Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps
  • Improved client references by writing and maintaining documentation
  • Participated in development of client training programs by identifying learning issues; recommending instructional language
  • Accommodated client disabilities by recommending devices and techniques
  • Updated job knowledge by participating in educational opportunities; maintaining personal networks

CRM Specialist

IBM Global Process Services
06.2008 - 04.2009
  • Updating customer details in SIEBEL
  • Verifying the details by reaching out to the customers
  • Looking out for business opportunities from the customer

Operations Supervisor

KMC
02.2004 - 02.2007

Education

Bachelor of Arts - Arts

Bharathidasan University
Bangalore

Skills

  • Escalation Management
  • Critical Accounts Management
  • High Stake Communication
  • Leadership
  • VMWare
  • Cloud (AWS,Azure and GCP)
  • Network
  • Storage
  • Cybersecurity
  • Artificial Intelligence (AI)
  • Data Insight

Certification

  • VMware Certified Associate - Digital Business Transformation
  • ITIL@2011
  • VMware Certified Professional 6 - Data Center Virtualization (VCP6-DCV)

Languages

English
Kannada
Hindi
Tamil

Personal Information

Title: Critical Accounts Manager @ Cohesity | ITIL, VMware Certified Professional

Timeline

Critical Accounts Program (CAP)

Cohesity
01.2023 - Current

Senior Regional Escalation Manager

VMware
09.2016 - 01.2023

Critical Solution Manager

Microsoft
03.2015 - 08.2016

Change Manager

IBM
05.2011 - 11.2014

Technical Support Engineer/ IM

HP
08.2009 - 02.2010

CRM Specialist

IBM Global Process Services
06.2008 - 04.2009

Operations Supervisor

KMC
02.2004 - 02.2007

Bachelor of Arts - Arts

Bharathidasan University

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Vimalash Chinnaswamy