Aug 2018 – Jul 2020 · 1 yr 11 mos

• In my current role, I lead the APJ Network and security team supporting over 5 products including NSX (V & T), HCX, Appdefense, and SFD. My team size is over 25+ Network virtualization engineers working in 3 different timezones. The goal of the team is to ensure that our customers are able to engage the right VMware technical experts right away when they face critical issues with VMware products under the Network and Security portfolio.

Jan 2018 – Jul 2018 · 6 mos

• I lead the APJ Network and security team supporting over 3 products including NSX (V & T), Appdefense. My team size is over 25+ Network virtualization engineers working in 3 different timezones. The goal of the team is to ensure that our customers are able to engage the right VMware technical experts right away when they face critical issues with VMware products under the Network and Security portfolio.

Aug 2016 – Jan 2018 · 1 yr 5 mos

• My role was to manage a group of 10 - 20 support engineers with domain expertise ranging from Linux/Unix administration, knowledge of the Windows server family, plus x86 platforms, devices, and networking. We support all core VMware virtualization products primarily for our enterprise customer base. In this role, I worked with global product engineering, sales, customer experience, and knowledge engineering teams to continuously improve and optimize our support offerings. I was also accountable for monitoring, mentoring, leading, and developing the talent of the support engineers while at the same time sustaining and improving leading/lagging indicators of overall performance.

Nov 2015 – Aug 2016 · 9 mos

• Work closely with core engineering and continuing product development on customer escalations and provide regular updates to management.
• Handle technical and political customer escalations within Core VMware Products (vSphere & vCenter)
• Closely work with VMware field teams on Technical escalations and customer engagement
• Reproduce complex customer environments in VMware labs to identify technical issues.
• Provide tech talks and presentations to customers/field team and engineers
• Document all technical inquiries; develop and review content for knowledgebase
• Mentor, Train, and assist Technical Support Engineers with product-level information on vSphere products.

Nov 2013 – Nov 2015 · 2 yrs

• Troubleshooting of ESXi, vCenter for various issues that customers report
• Troubleshooting complex Network issues with ESXi, VMware Distributed Switch and Standard switches
• Provide Root cause analysis for the identified issues
• Qualify a product behaviour to a Bug and report with VMware Engineering
• Creating knowledge base articles and best practice / SOP documents

Dec 2010 – Oct 2013 · 2 yrs 10 mos · Bengaluru, Karnataka, India

• Worked in a shared delivery model supporting windows platform over intel chipset for over 11 customers in parallel.
• Worked extensively in windows and Active directory technologies.

Sep 2009 – Dec 2010 · 1 yr 3 mos · Pune, Maharashtra, India

• Worked with the global customers based out of Australia, Singapore, London, Egypt to name a few and provided technical support for all their IT equipment remotely. Support scope included Desktop, Laptop, Printers, Server (Windows and Linux), and Database.

Jul 2007 – Aug 2009 · 2 yrs 1 mo · Pune, Maharashtra, India

• Worked as an in-house IT support engineer ensuring all issues resported within the designated office are resolved within the internal SLA.

Jun 2006 – Jul 2007 · 1 yr 1 mo · Bengaluru, Karnataka, India

• Provided technical support for consumers using HP ALL-IN-ONE printers.