Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Vinay Khasnis

Bangalore

Summary

Strong contributor and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively de-escalate product issues. Customer-focused professional.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Principal Escalation Manager

VMWare
08.2023 - Current
  • Partner closely with Product teams that includes R&D, Quality Engineering and Product management teams to resolve burning issues.
  • Liaise with field teams and support teams to keep track of escalated issues, production bugs, and show stoppers for Production and Enterprise customer
  • Escalated customer issues to management for appropriate action.
  • Provided feedback on product or service improvements to better meet customer needs and expectations.
  • Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy
  • Accomplished multiple tasks within established timeframes.

Various Roles

Airwatch & VMWare
05.2013 - 08.2023
  • AirWatch/VMware offers a full suite of Mobile Device Management capabilities that corporations can use to manage and secure their smart device fleet.
  • Airwatch was acquired by VMWare in 2014, and it went on to become their EUC division.
  • Have worked across different departments including Escalation Management, GS, Solutions Engineering, Program management etc.
  • Established positive flow of communication with agents, clients, and the internal teams to resolve open issues.
  • Helped scale a 200+ support team at VMWare from the start, mentored the same team to setup a 24*7 support team for MDM support.
  • Worked closely with the VMWare Sales, PSO, and engineering teams to streamline support & services process.
  • Built customer loyalty and retention by delivering excellent support.

System Engineer

Tata Consultancy Services
08.2011 - 05.2013
  • During this period were trained on industry leading IT infrastructure tools used like Microsoft Exchange,Active directory, etc.
  • Main tasks included maintaining private messaging hosted on a private cloud.
  • Managed blackberry devices for executives.
  • Managed key information technology and compliance programs for proactive risk management.

Education

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Visvesvaraya Technological University
Belgaum, India
12.2011

Skills

  • Conflict de-escalation
  • Training and Development
  • Executive communications
  • Release/Engineering project management
  • Operations Management
  • Proactive engagement

Languages

English
Bilingual or Proficient (C2)

Certification

Digital Business Transformation 2019

Timeline

Principal Escalation Manager

VMWare
08.2023 - Current

Various Roles

Airwatch & VMWare
05.2013 - 08.2023

System Engineer

Tata Consultancy Services
08.2011 - 05.2013

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Visvesvaraya Technological University

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Vinay Khasnis