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
Atlanta, United States
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
Atlanta, United States
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
Atlanta, United States
08.2022 - 01.2024
- Managed the highest number of global escalations for four consecutive years
Escalation Manager
VMware
Atlanta, United States
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
Bengaluru, India
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
Bengaluru, India
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
Bengaluru, India
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
Bengaluru, India
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
Bachelor of Engineering (BE) - Electronics and Communications Engineering
KLE college of engineering