With over 20 years of IT service and support experience, I am a Manager of Workspace One Premier Service at VMware, a leading provider of cloud computing and virtualization software. I hold multiple certifications, including Certified Learning & Development Manager, Diploma in NLP, Certified Master Trainer and FacilitatorIn my current role, I lead and develop a team of highly skilled and tenured engineers who provide premier support to VMware customers across three regions. I collaborate with field teams and customers to improve our partnership and achieve service excellence. I also analyze support trends and implement practices that measure the effectiveness and performance of the premier service function. As a training champion, I identify and facilitate technical training needs for the entire business unit. My mission is to enable and empower my team and our customers to leverage VMware's innovative solutions and achieve their goals.Achievements- Leadership Excellence Award (2018): I was recognized for my exceptional leadership skills with the Leadership Excellence Award in 2018, acknowledging my success in developing a high-performing team and inspiring exceptional levels of technical service within VMware. My strategic thinking, problem-solving abilities, and dedication to customer satisfaction played a pivotal role in achieving this recognition.- Learning and Development: I have been instrumental in identifying and facilitating technical training needs across my business unit at VMware. My efforts include the development and implementation of comprehensive programs, significantly enhancing the skill sets of engineers and elevating overall service delivery standards.- Mentoring and Career Development: Throughout my career, I have been dedicated to mentoring and developing the careers of engineers. My efforts include designing and executing comprehensive learning and career development programs, directly contributing to the professional growth of over 100+ engineers.- Reduction in Online Issues: As a Technical Engineer, I led strategic improvements to the customer experience process, resulting in a dramatic reduction of online issues from 47% to 17%. This achievement underscores my ability to analyze trends, implement best practices, and enhance the end-to-end customer experience.