Leadership & Service Delivery:Lead a team of Support Services Managers and Senior Staff to ensure outstanding service delivery and positive support experiences for enterprise customers across the EMEA region.Escalation & Incident Management:Manage critical incidents and escalations, execute strategic communication plans, and offer 24/7 support until resolution is attained. Conduct thorough root cause analyses to proactively mitigate potential future issues.Customer Relations & Presentations:Present high-level support and solution strategies to senior executives, customizing approaches to meet individual client needs and guiding them through the process of transitioning to premium support, ensuring they derive maximum value and product adoption from the VMware solutions.Account Management:Engage with global enterprise clients to gain insight into their strategies, facilitate successful deployment within security protocols, and effectively manage the Annual Recurring Revenue (ARR) with minimal account renewal churns.Regularly engage with key stakeholder management teams to confidently evaluate Return on Investment (ROI) and support usage through Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), thereby exemplifying our dedication to driving success and providing value.Emphasize the development of account recovery plans as an integral part of Critical Account Management.Performance & Development:Conduct monthly one-on-ones with Account Managers and Staff Managers to review performance, provide feedback, and offer coaching.Lead annual bonus and compensation reviews, identify key contributors for promotion, and maintain employee segmentation.Empower and support the team by engaging in discussions and providing guidance for their development plans.Talent Acquisition:Conduct interviews regularly to identify and recruit outstanding talent for the organization.

Leadership & Operations:Lead a global team to provide 24/7 support to a diverse customer base, with a focus on elevating Customer Satisfaction:- Manage all operations to improve efficiency across the business.- Directly supervise 37 team members, focusing on their professional development, training, and project work.- Motivate the team to provide outstanding customer experiences consistently.Performance & Development:- Set quarterly and annual KPI goals, provide ongoing performance feedback, and conduct yearly appraisals and bonus reviews.- Recruit and retain top talent for various functional roles.Strategic Management:- Develop and implement programs to achieve optimal outcomes for the business and customers.- Act as the main contact for JIRA, working with Product teams, Regional Escalation Managers, and Support Account Managers to speed up issue resolution and product enhancements.- Handle technical escalations to ensure timely resolution and customer satisfaction.- Promote beta readiness by sharing release updates and encouraging customer participation in pre-GA testing.Reporting & Analysis:- Create and analyze weekly global operations reports for the senior leadership team.- Attend monthly and quarterly business review meetings to support strategic planning and prioritization.Customer Engagement & Support:- Drive customer engagement on SaaS and on-premise platforms.- Support strategic accounts and manage critical issues effectively.- Develop tech-based interventions to enhance product adoption and customer success.- Collaborate with cross-functional teams to resolve conflicts and improve team dynamics.

Experienced Professional in Technical Support and Customer Success | Expertise in VMware AirWatch I have a proven track record of assisting VMware AirWatch customers with break-fix issues and possess skills in closely collaborating with R&D and other product teams to drive product bug resolutions via JIRA and Bugzilla ticketing systems.Key Achievements:- Coordinated globally with the Workspace Product team and T3 to ensure prompt resolution of product bugs, contributing to release readiness.- Provided guidance and assistance to team members by reviewing their tickets and offering mentorship.- Managed JIRA for APAC and EMEA businesses, ensuring effective resolution of product bug issues.- Played a crucial role in the AirWatch recruitment team, contributing to talent acquisition efforts and mentoring new joiners.Recognition and Rewards:I was honored to be the recipient of the esteemed Global Outstanding AST Award for Q4 2016, which was presented by Rick Franke, Vice President of End User Computing, during a Global Town Hall meeting.Furthermore, I was consistently recognized with the Top Performer Award for the months of April, May, July, and November 2016, in acknowledgment of my exceptional performance and unwavering dedication.

I have experience in managing licensing for VMware servers, providing technical support for VMware OS installation, and troubleshooting issues related to ESXi and vCenter servers.Responsibilities and Achievements:- Managed licensing for VMware servers, ensuring compliance and adherence to hardware limitations.- Provided technical support for VMware products and the VMware portal, enabling effective support delivery and troubleshooting.- Collaborated with internal IT teams to address incidents reported on the My VMware portal for timely resolution and customer satisfaction.- Supported VMware Lab infrastructure, including products such as VMware vSphere 5.x, Horizon View 5.0, vCloud Director, vCloud Automation Center, and vRealize Operations.- Engaged in licensing executive escalations and process change approvals for efficient license management and issue resolution.- Reviewed team members' tickets, offering guidance to enhance team performance and customer service delivery.- Provided technical assistance for VMware Education labs to end users and internal employees.Rewards and Recognition:I was honored to receive the prestigious Best Associate Award in October 2013 for outstanding performance and dedication. Additionally, I am a proud member of the Concenrtix President Club and received CEO recognition for my contributions to the organization's success.

Demonstrated proficiency in managing technical inbound calls about VMware Fusion and Parallels issues associated with Windows VM usage as a virtual machine on Mac systems, ensuring expeditious issue resolution and exceptional customer satisfaction.Delivered Apple support services to aid customers with iPod shuffle, touch, and Nano, showcasing an in-depth comprehension of Apple products and a steadfast commitment to delivering top-tier service.Effectively addressed broadband ISP-related issues, adeptly resolving intricate technical challenges and ensuring uninterrupted internet connectivity.Accolades include multiple awards for exceptional performance, notably the esteemed Best Agent For Retention and Technical Service awards in September 2010, October 2010, November 2010, March 2011, April 2011, May 2011, July 2011, and December 2011.