Vishal Sablok

Experience

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  Dell

  Aug 2004 - Oct 2007

  Technical Support Expert

  Role - Technical Support Expert – Mar 2006 to Oct 2007• Was selected to be a part of the Desktop XPS (extreme performance system) premium chat support (home and small business segment). • Managing issues related to Hardware, Basic Networking, Operating System & applications.• Have been elected as a SPOC for calculating Dispatch rate and leave management for the entire team. • Hands on experience of remotely troubleshooting the OS and Dell specific applications.Role - Senior Technical Support Associate- June 2005 - Feb 2006• Provide technical assistance on phone and email; to US consumer segment customers.• Escalate unresolved technical and customer satisfaction issues.• Mentor team members with respect to  Resolution of technical issues. Customer handling techniques. Procedural issues. Call logging and use of online tools. • Was selected to be a part of the (pilot batch) dispatch team.• Responsible for evaluating and analyzing the troubleshooting logs of the Dell technicians according to Dell policies and procedures, approving and processing the dispatches at enterprise level.• Responsible for processing system exchange for both consumer and corporate segments.Role - Technical Support Associate - Aug 2004 - May 2005• Provide technical assistance on phone and email; to US consumer segment customers.• Escalate unresolved technical and customer satisfaction issues. Show less

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  Tata Consultancy Services

  Oct 2007 - Jul 2009

  L2 Remote Systems Support

  Client Name: The Nielsen CompanyRole – Technical Analyst (L2 Remote Desktop support)• Tickets are assigned to L2 Remote Desktop support team from the service desk, antivirus team and command centre if the issues are complex, tickets which need R&D and involve extensive troubleshooting.• Installation of Licensed application and third party applications (Non – licensed). • Troubleshooting of Microsoft and client specific applications-• MS Outlook configuration and troubleshooting.• Troubleshooting issues with Windows Operating systems – Windows XP professional and Vista. • Installation of Symantec Antivirus, scanning for virus/Trojans, updating virus definitions, scan engines and troubleshooting Symantec Antivirus client machines which are not reported to the Symantec antivirus server console. • Installation, configuration and troubleshooting of VPN issues.• Rebooting the VM workstations.• Mapping shared drives and network printers.• Software deployment through SMS. • Patch Management. • Handling Citrix issues – Citrix presentation server is the tool used to logoff a user from Citrix and also performing a few tasks from the citrix servers – if requested. Role - Transition team• Transitioned the service desk of North America (Green Bay) - Traveled to Chennai from Feb 2008 till April 2008.• Transitioned the service desk of India and Sri Lanka – Traveled to Mumbai in the month of June 2008.• Transitioned the service desk of UK – Traveled to Bracknell (UK) in the month of Aug, 2008. Responsibilities undertaken during transition • Project Transition - Had frequent meetings and training sessions with the IT staff who trained me on the process and technical issues related to the infrastructure.• Knowledge Transition – Trained the entire team of Service desk on the process and all infrastructure related issues. • Implementation - Started off the service desk of Green bay (North America), UK and INDIA successfully from TCS-Bangalore. Show less

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  Dell EMC

  Jul 2009 - May 2019

  Senior Advisor

   Professional with over 14 years of experience in the areas of IT infrastructure (End User Computing, Desktop virtualization/Management).  Skilled in leading the installation, deployment, maintenance & management of VMware desktop virtualization.  Skilled on VMware technologies like Horizon View (VDI), App Volumes, UEM, Horizon Flex (VDI), ThinApp, vSphere & Airwatch. Planned and implemented the Horizon View (VDI) Infrastructure upgrades from 6.x to 7.2 to 7.4 with minimal impact to the production users. Built up the India support team for VDI Infrastructure which replicated Americas support team and brought it on to an operational readiness state coordinating with team from the US. Worked on SCCM 2012, packaging tools like SMS Installer, Admin Studio and VMware ThinApp.  Excellent communication skills, proven ability to mentor people, coordinate work with global teams to plan and execute projects involving cross-functional expertise.  Proficient in Engineering & Service Operations, gap identification, service transitions/migrations, problem management and incident management. Show less

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  Airbus

  Jun 2019 - now

  Senior System Engineer