Vinayak Shanbhag
CUMMING,GA
Summary
Results-driven management professional with a proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering a culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
13
13
years of professional experience
Work History
Senior Escalation Manager
Omnissa
07.2024 - Current
- Manage highly escalated situations from global customers for expedited resolution
- Develop strategies to prevent escalations
- Identify potential improvements for enhanced customer experience
- Coach and mentor new team members and technical support engineers
Senior Escalation Manager
Broadcom Software
11.2023 - 08.2024
- Played a critical role in establishing Global Escalation Management (EM) for the EUC division of Broadcom
- Participated in internal hiring for Escalation Managers' roles and onboarded them with continuous coaching and mentoring
- Developed Global Dashboards and Executive reports to demonstrate the EM team's contribution to the business and accomplishments
- Optimized processes for improved efficiency
Senior Escalation Manager
VMware
08.2022 - 01.2024
- Managed the highest number of global escalations for four consecutive years
Escalation Manager
VMware
08.2019 - 08.2022
- Oversee daily operations of the regional escalation function and facilitate collaboration across the escalation team and related units to meet product support objectives
- Develop and improve the overall strategy for escalation work processes and approach to resolving issues with different products, and drive the implementation of that strategy
- Lead and guide members of the escalation team, demonstrating motivated and competent leadership
QE Lead for EMM Access Gateways and R&D escalations | Senior Member of Technical Staff
VMware
03.2018 - 08.2019
- In my role as a Senior Member of the QE organization's technical staff, I led the QE team for EMM Access Gateways
- I was responsible for ensuring the highest-quality release of several business critical solutions offered by VMware, including: Email solutions: Secure Email Gateway (SEG), Powershell, and Google for Work; Secure content and browsing solution: Per-app tunnel, Tunnel Proxy, and Content Gateway; Unified gateways, Identity bridging, and Web reverse proxy solution: Unified Access Gateways (UAG)
- One of my key achievements was developing a lab to test UAG with all solutions enabled
- This helped to sell the solution more confidently
- Additionally, I built a Performance test bed to identify bottlenecks and scale gateway solutions
- In my role as an R&D escalation lead, I continued to serve as the engineering escalation point of contact for all Global Service, Support, and Sales Engineers
- I provided engineering assistance and guidance on WorkSpace One (WS1) product issues
R&D escalation lead | Member of Technical Staff
VMware
07.2016 - 02.2018
- The engineering escalation point of contact for all Global Service, Support, and Sales Engineers
- Responsible for addressing engineering escalated issues by collaborating with Quality Engineers, Developers, and Product Managers
- Revised the R&D escalation process, established engineering SLAs, and provided executive visibility on progress through monthly reports, resulting in a 50% reduction in the Total Turnaround Time (TAT) for resolving engineering escalations
- Prioritize and manage R&D escalations
- Collaborate with engineering and support teams for issue resolution
- Improve escalation metrics
- Keep R&D leadership informed of critical updates
- Drive resolution with the support team
- Conduct root cause corrective action for critical escalations
- Hold regular sync-up meetings between QE and the support team
- Collaborate with the support team to identify knowledge base requirements
- Analyze and report on escalation data
Software QE Engineer
VMware
11.2013 - 06.2016
- Led the successful launch of a new Email Notification Service (ENS) from inception
- Test email configuration and compliance policies on various mobile platforms and mail clients
- Work on engineering escalations
- Coordinate with developers and product managers for new feature implementation and bug fixes
- Create test plans and track team bugs
- Plan QA process improvements
- Provide training and mentoring to the MEM QA team
Systems Engineer
Tata Consultancy Services
06.2011 - 11.2013
- Proficient in Windows 2003/2008 R2, certified as a Microsoft Certified Professional (MCP) and Microsoft Certified System Engineer (MCSE)
- Expertise in installing, configuring, and administering IT infrastructure and networks, as well as providing technical and service support
- Hands-on experience in managing and administrating Domain controllers, DNS Servers, DHCP Servers, Application Servers, Antivirus servers, ESM servers, and File servers
- Comprehensive knowledge of network infrastructure components, including installation, configuration, administration, troubleshooting, and rectification
Education
Bachelor of Engineering (BE) - Electronics and Communications Engineering
KLE college of engineering
2011
Skills
- Escalation management
- Project Management
- Executive communication
- Effective negotiation
- Technical leadership
- Team Development
- Teamwork and Collaboration
- Assertiveness
- Customer Service
- Relationship Building
- Situation Analysis
- Decision-Making
- Problem-Solving
- Coaching and Mentoring
- Work Planning and Prioritization
- Negotiation and Conflict Resolution
- Software Troubleshooting Expertise
- Software Testing Procedures
- Network Troubleshooting
- Windows Server management
Accomplishments
- Implemented an Escalation Prevention Program, resulting in 30% fewer escalations per quarter.
- Through improved engineering escalation process helped to reduce 50% of total turnaround time taken by engineering to resolved escalations.
- Initiated a hypercare support program for our premier customers, resulting in improved CSAT.
- Led the successful launch of a new Email Notification Service (ENS) from inception.
Certification
- Project Management Professional (PMP)Training
- VMware Certified Master Specialist - Digital Workspace 2022
- VMware Specialist - Workspace ONE 21.X Advanced Integration 2022
- VMware Certified Professional - Digital Workspace 2022
- 2008 R2, certified as a Microsoft Certified Professional (MCP) and Microsoft Certified System Engineer (MCSE)
Additional Information
- Honors-Awards , Most Valuable Player "Extra Mile -2014" - Award
Timeline
Senior Escalation Manager
Omnissa
07.2024 - Current
Senior Escalation Manager
Broadcom Software
11.2023 - 08.2024
Senior Escalation Manager
VMware
08.2022 - 01.2024
Escalation Manager
VMware
08.2019 - 08.2022
QE Lead for EMM Access Gateways and R&D escalations | Senior Member of Technical Staff
VMware
03.2018 - 08.2019
R&D escalation lead | Member of Technical Staff
VMware
07.2016 - 02.2018
Software QE Engineer
VMware
11.2013 - 06.2016
Systems Engineer
Tata Consultancy Services
06.2011 - 11.2013
Project Management Professional
(PMP)Training
VMware Certified Master Specialist -
Digital Workspace 2022
VMware Specialist - Workspace
ONE 21.X Advanced Integration
2022
VMware Certified Professional -
Digital Workspace 2022, /2008 R2, certified as a Microsoft Certified
Professional (MCP) and Microsoft Certified System Engineer (MCSE)
Bachelor of Engineering (BE) - Electronics and Communications Engineering
KLE college of engineering
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