Vijay Gopal Email & Phone Number

Dallas-Fort Worth Metroplex

Dallas/Fort Worth Area

• Position the organization to support customers in the Americas with Office 365 and Azure by coordinating and directing a team of escalation engineers. Play a crucial role as the customer and field liaison to Microsoft.
• Accomplish regional improvement initiatives by evaluating data and outlining roadmaps for success in driving the vision, values, strategic goals, objectives, and action plans within resources and timelines.
• Reduce new feature/tool integration time using clearly outlined assumptions and constraints, delivery/integration strategies, issue management, resource plans, and follow-up with field, product engineering, and key.
• Push projects through the pipeline by helping unleash the full team potential and managing all phases of planning and deliverables, resulting in process consistency and organizational alignment of teams on projects.
• Increase transparency into current positioning by tracking KPI results, testing functionality, and assessing key performance metrics in reports to monitor and address deviations from targets.
• Collaborated with global technology product, sales, account management, and operations department leaders to ensure deployment of technology meeting client/operational needs.

Redmond, WA And Bangalore, India.

• Achieved initiatives in delivering Cloud product support for Microsoft premier and enterprise customers by leading a global team of 500+ engineers. Allocated the $25M budget across the largest service portfolio of.
• Stretched resources by managing large vendor and opex spend, effectively balancing labor mix, productivity, efficiency gains, quality, and cost risks.
• Fostered a top-performing staff by mentoring and grooming a strong Microsoft Technical Support lead team and vendor partner leadership from managers to senior business leaders.
• Established Office 365 Cloud support service support teams in India

Redmond, WA

• Pioneered near shore and off-shore business model for Microsoft Commercial Technical Support Group. Managed support delivery for the largest Admin specialty (200+ Engineers) in Exchange leading a team of Messaging.
• Addressed inefficiencies and impediments to change while leading several off-shore business transitions, launching turnkey vendor partners and captive sites in India.
• Managed 24x7 global business operations servicing customer phone and web incidents by planning/leading business transitions balancing expertise, cost, budgets, resourcing, and establishing tiered support models.
• Led the business to deliver best ever CPE whilst achieving significant cost savings.
• Offered inspirational leadership to 300+ strong supplier and Microsoft Engineers achieve strong customer satisfaction results

Greater Seattle Area

• Responsible for Exchange Admin Specialty Support customer satisfaction result
• Managed all aspects of hiring, training, intentional career development and performance management
• Devised and Implemented strategies and tactics to improve customer satisfaction
• Managed staffing and scheduling for the largest specialty spanning 24x7 operations

Greater Seattle Area

Offered technical leadership to a highly talented team of Exchange support professionals with a core focus on delivering timely issue resolution of the most complex customer issues. Stepped into a one to many role, amongst a high performing team, in a relatively short-time demonstrating passion for both technology and leadership

New York

Key member of the NBC Messaging infrastructure team. Architected Exchange server rollouts, capacity planning, migrations and advance archiving managing a mission critical application in a highly fast paced environment.

India

Managed partners in the assigned territory. Responsibilities included maintaining customer satisfaction, business development, revenue and pre and post-sales support. Instrumental in increasing annual revenue by turning software support as a productized service.

India

Lead faculty at the prestigious Micro University. Specialized in Microsoft, Novell product certification delivery for Blue-chip clients and aspiring students.

Master Of Business Administration (Mba), Human Resources Development

Master of Business Administration

Bachelor Of Science (Bs), Electrical, Electronics And Communications Engineering

Activities and Societies: Debating Team