Renan Medina

Experience

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  Indoor Midia Comunicacoes LTDA

  Feb 2007 - Mar 2010

  I.T Technician

  • Implementation of Windows Server 2003 in 11 airports and 4 shopping malls, elaboration of technical documents detailing procedures adopted and problem resolutions. Enhanced communication methods to deliver information and media on servers.• Participated in deployments of Digital Video wall media projects at airports and shopping malls, remote monitoring.• Project manager of visual and networking projects and solutions, taking into account the current scenario.

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  CR Bard

  Feb 2012 - Jul 2013

  I.T.S Service Desk Analyst

  • Responsible for first call support global front line supporting 7 thousand staff across the globe.• Responsible for documenting, tracking and monitoring problems to ensure a timely resolution, performing post-resolution follow-ups enhancing response of team to response on issues. • Managed and troubleshoot AD, Exchange accounts. Hardware and SOHO maintenance for staff and Sales Force members.• Provided support for Mobile devices using AirWatch as a MDM tool.• Support offsite locations in Puerto Rico, Mexico, Canada ,and Brazil Show less

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  Vonage

  Jul 2013 - Jul 2014

  Technical Support Specialist – Tier II

  • Integral member of the Fraud Escalations and Retentions team, contributing to strategic initiatives and problem-solving efforts.• Delivered expert technical support to business-class customers specializing in Voice over Internet Protocol (VoIP) phone systems.• Configured and troubleshot enterprise-level router/firewall brands such as SonicWALL, Juniper, Cisco ASA, Fortinet, WatchGuard, and Big IP (F5), ensuring seamless network operations and security.

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  VMware

  Aug 2014 - now

  • Advanced within the Escalation Management team from Escalation Manager to Senior Escalation Manager, culminating in the role of Principal Escalation Manager.• Proven expertise in managing complex issues with a consistent record of initiating, tracking, reporting, and efficiently resolving them.• Demonstrated exceptional communication skills, engaging with leadership and nurturing enduring customer relationships.• Facilitated seamless collaboration with internal and external stakeholders, including Executive Leadership, Support, Engineering, Sales, and Customers, to address diverse business and technical challenges across VMware’s extensive product and service spectrum.• Leveraged comprehensive technical proficiency encompassing Enterprise Applications, Networking, Servers, Linux, Exchange, IIS, REST API, and Identity Management solutions.• Specialized in VMware’s End User Computing portfolio, particularly Workspace ONE UEM and Access, leading the delivery of over 950 hours of in-person and remote training sessions to 460+ engineers across multiple countries. Show less As a Senior Escalation Manager within the global escalations team, driving expedited resolution of complex customer escalations is central to my role. Advocating on their behalf to various VMware teams is also a very important part of ensuring that we are prioritizing the correct features and fixes.While leading escalations I also coordinate internal and external teams including Support, Product Management, Engineering, Sales, and Executive Leadership.I wear multiple hats by mentoring and training multiple global teams, conducting extensive training sessions for the GS and SE teams on Workspace ONE UEM, Workspace ONE Access. These training sessions cover deployment, end-to-end configuration, integrations, and troubleshooting. Show less As an Application Support Engineer, I am responsible for supporting successful installations and upgrades of AirWatch, I assist with enterprise management software solution designed for use in a variety of customer environments, provide day to day technical support for customers, prospects and partners. Also interact with customers regularly, managing critical issues and training on product features and new releases.Support both mobile application and console implementation efforts, including application configuration, testing, and issue resolution, both on-site at the client location and remotelySupport server installations with the AirWatch console, including all relevant 3rd party technical componentsSupport mobile data terminal, client software installation and configuration activitiesSupport end-user training efforts, including creation of user documentation and hands-on training exercise(s), for both operational and technical usersSupport customer implementationsProvide AirWatch solution feedback to our Software Development team to allow for continuous product improvement based on internal and external product experiencesSupport AirWatchTM software quality assurance activities, including testing and documentation of product issues Show less

  • Principal Escalation Manager

    Jan 2022 - now

  • Senior Regional Escalation Manager

    Nov 2020 - Jan 2022

  • Regional Escalation Manager

    Sept 2017 - Nov 2020

  • LATAM Services and Support Escalation Engineer

    Sept 2016 - Aug 2017

  • Application Support Engineer

    Aug 2014 - Oct 2016
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  Broadcom

  Nov 2023 - now

  Principal Escalation Manager | EUC Division

  • Directed a cross-functional team of 12+ global members to optimize escalation response protocols, resulting in a 30% reduction in incident response time.• Implemented a new SLA of a 15-minute engagement goal, ensuring swift action 24/7/365.