Vineeth Vijayan

• Oversee inbound escalations and strategize optimal technical solutions to lessen customer blockages through collaboration with subject matter experts/Architects/Product Managers.
• Collaborate with the Account Team in post-escalation dialogues with clients, acting as a customer advocate to promote feedback and enhancements to Product Support and Engineering.
• Utilize insights from escalations to identify business opportunities, suggesting additional products or crafting value propositions for upsell opportunities.
• Lead a project for improvement aimed at capturing escalations from top-tier customers, working towards service enhancements and mitigating churn risks.
• Conduct trend analysis, reporting, and escalations trend identification for Support leadership and the global Escalations leadership.
• Develop and maintain cross-functional escalation processes to expedite resolution times for critical escalations, updating knowledge base articles as needed.
• Work closely with R&D team and Product Management teams to identify obstacles and ensure that customers receive assistance with issues related to the product.
• Engage in review meetings to enhance processes and discuss support improvements.
• Mentor new team members to familiarize them with Escalation and Incident Management protocols.
• Collaborate with Operations and Sales teams to proactively address escalations requiring attention.

In my current assignment, I handle critical escalations for VMware Production and Premier customers by partnering closely with the Product teams that includes the R&D, Quality Engineering, Product management teams and check on how we address burning issues with ease. Liaise with the field teams like SREs, SAMs, TAMs, CSMs and the support teams to keep a track of escalated issues, production bugs, and showstoppers for our Production and Premier customers

Develop VMware Docs, Internal KB articles, Confluence articles so that accurate and up to date content is available at disposal to improve self-service experiences

Create architectural designs for Workspace One solution depending on business use cases, challenges, solution approaches and benefits. Actively involved in approaches for customer's adoption to the solution and environment improvement.

Conduct product trainings to the respective stake holders and Support team as and when required. Assist customers expand Workspace One functionality, demonstrating/up-selling new and existing functionalities.

Feed issues and feature requests into development stream, communicating and collaborating as part of Dev-Ops Agile methodologies.

Implement and integrate the SaaS and On-Premise environments with existing infrastructure such as LDAP, CA, File storage, Exchange ActiveSync.

Tier 3 support for VMWare End User Computing products to global customers.

Troubleshooting device level issues with enrollment, emails, accessing internal websites, etc.

Worked on all major device platforms such as iOS, Android, Windows 10, MacOS, etc. Experience on Windows 10 Modern management, Apple DEP, Android Enterprise (Work Managed & Work Profile).

Troubleshooting server related issues with services, Windows Server IIS, Linux appliance, SQL Database and network.

Experience on set-up and troubleshooting of all major components of Workspace One such as UAG (VMware Tunnel & Content Gateway), SEG, ACC, AWCM,

Used tools such as Wireshark, Fiddler, Charles Proxy, LDAP admin, etc to perform deep dive troubleshooting.

Worked on escalations and high priority issues handling production down situation for customers.

Provide Root Cause Analysis of P0 issues for enterprise customers.
Closely worked with R&D team in identifying and reporting product defects and feature requests. Mentored L1/L2 engineers and provided product training session to new hires.

Actively involved in conducting technical interview rounds in hiring drives.

Profile issues (Create new profiles, modify profile) using Active Directory and LDAP

Installations, configurations and troubleshooting issues related to virtual software Mokafive on user's systems.

Air watch Configuration , Installation , Maintenance in iPhone iPad and Android Phones with Air Watch Apps support.

Antivirus installation, configuration and Updating (Symantec). Updating and desktops with latest upgrades/patches.

Network File Sharing permission for users Installing, configuring and troubleshooting of various applications like , Cisco VPN, Printer, Outlook

Ensuring timely dispatch of hardware/software by working on dispatch tickets to field technicians working on end user machines and also direct field engineers on new fix releases, new product updates and procedures

Troubleshoot Operating system related issues with Windows and Apple machines. Optimizing apple computers, device boot issues, installation and uninstallation of operating system.

Software related issue with apple handhelds (iPhone, iPod, iPad
Handle issues with Outlook, VPN, Browsers, Driver Update and other software application