Oversee the day-to-day operations of assigned companies and ensure all technical standards are achievedRespond to client inquiries/schedule appointments via phone and emailLead and develop plans for technical infrastructureResolve issues quickly by using problem solving skillsMaintain an excellent environment and client experience while supporting with technical issues

Monitors and manages absenteeism. Oversees and manage effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met. Gathers procedural and product information and documents. Assesses individual training needs and ensure needs are met. Prepares payroll documentation for subordinates. Prepares various reports (i.e.: fulfillment, correspondence, quality management, billing). Maintains personnel files. Monitors and safeguards Quality standard compliance. Uses appropriate tools to manage and report non-conformance in document control processes. Ensures company communications are distributed to agents in a timely manner (ie, announcements, changes to policy and procedure, etc). Ensure that quality standards are met or exceeded by: Side by side coaching. Case maintenance. Conduct call and case handling assessments. Develop sales techniques.

Functioned as primary contact for Global Management to drive Enterprise and Premier Services customer escalations to resolution in a thorough and expeditious manner. Collaborate with VMware’s development teams and cross functional technical GSS support teams to prioritize customer challenges.• Performed as a central communications conduit liaising with frontline support, Product Development and the customer to ensure that the customers’ needs are in focus, and that all stakeholders are aligned with regard to project needs and trajectory.• Delivered regular and timely updates in the form of executive summary emails and cadence meetings to ensure that internal leadership, external leadership and stakeholders are updated on the issue status.• Collaborated with Support, Development and field specialists in an effort to pursue problem RCA and present findings to the customer.• Leveraged problem reporting tool (Bugzilla) to communicate, collaborate and update Product Management Team and Engineers on technical status.

Managing a team of highly skilled Technical Support Engineers specializing in networking and storage in the virtualization space and knowledge management.• Manage escalations• Performance based metrics analysis and coaching• Customer satisfaction focus and improvement• Ensuring employee satisfaction and promoting growth

Senior Technial Support Engineer for vCloud Director and Lab Manager

Enterprise Applications including vCloud Director, vCenter Operations Manager, Chargeback Manager, vCloud Usage Meter.

Analyze quarterly data to find trends and areas of opportunity within the product and GSS to provide a better end-user experience. Ensure GSS readiness with Beta and GA releases.

Assistant to the manager. Administrative work including creating schedules, enter exceptions and ensuring projects are managed correctly. Leading team meetings and providing coaching where necessary.Escalation for difficult or technical cases. Liaison with development including weekly meetings with development and Product Management.

Analyze and evaluate calls and metrics. Provided coaching on metrics, feedback and calls taken. Incoming escalated calls both technical, safety and escalation cases. Advanced technical knowledge on Apple products such as CPU and iPhone.