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
2023.08 - 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
2013.05 - 2023.08
- 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
2011.08 - 2013.05
- 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, India12.2011
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
2023.08 - Current
Various Roles
Airwatch & VMWare
2013.05 - 2023.08
System Engineer
Tata Consultancy Services
2011.08 - 2013.05
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Visvesvaraya Technological University
Digital Business Transformation 2019
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