ADITYA PRABHU

Experience

• 

  Impact Infotech Pvt. Ltd. - India

  Mar 2016 - Oct 2016

  System Administrator

  Vodafone VLT and MDM Solution Support

• 

  Vodafone

  Nov 2016 - Aug 2018

  Senior Executive

  Technical Specialist - Internet Of Things (IOT) | MDM

• 

  Galaxy Office Automation Pvt. Ltd.

  Sept 2018 - Mar 2020

  Technical Specialist

  * Worked as a Team lead for client Global SBI IT Centre* Responsible for managing, maintaining and upgrading On-premise Servers (Windows / Linux)* Supported client with technical consultation for On-premise WorkspaceOne infrastructure* Internal application testing for SBI clients utilizing Airwatch API and WorkspaceOne SDK* Setting-up monthly review call with client and VMware TAM and Account manager for customer experience

• 

  Atos

  Apr 2020 - Feb 2022

  UEM Consultant

  * Worked as a Technical consultant for a giant Healthcare Company based out of Germany* Implementation of third party solution with existing WorkspaceOne UEM infrastructure* Setting-up MBR for all technical implementation updates* Proactive Migration, Upgrade, New product release testing activities* Customer experience

• 

  VMware

  Mar 2022 - Sept 2024

  • Highly competent in customer handling and escalation management• Consistently executes and delivers a positive customer experience.• Involved in Global/local SSM community projects/service improvements.• Building relationships with internal teams/stakeholders• Proactiveness on customer escalations and support experience handling.• Understands the overall customer environment and utilization of VMware products.• Develop and apply Data Analytics to identify and mitigate support Gaps customer is Facing• Meets or exceeds customers’ expectations and builds good customer relationships through every engagement while having in-depth knowledge of all support tickets.• Proactively works cross-functionally to resolve customer issues/concerns attentive, and seeks to understand the customer’s point of view while educating the customer on best practices, and GSS Processes and providing recommendations.• With limited guidance, identify, define, and drive robust strategy and get well/improvement plans(where needed)• Partners with CXS teams to ensure a holistic customer approach to increase consumption of theservice• Provides pertinent feedback to SSM management, the rest of the GSS team, account teams, and thecustomer on issues.• Routinely anticipates customer issues and takes proactive action.• Understands the business impact of most situations and can communicate and act accordingly.• Ability to gauge situations and take informed decisions independently. Also, influence teammembers in making appropriate decisions Show less

  • Support Services Manager

    Oct 2023 - Sept 2024

  • Senior Technical Consultant

    Mar 2022 - Sept 2023
• 

  Omnissa

  Oct 2024 - now

  Support Service Manager

  • Highly competent in customer handling and escalation management• Consistently executes and delivers a positive customer experience.• Involved in Global/local SSM community projects/service improvements.• Building relationships with internal teams/stakeholders• Proactiveness on customer escalations and support experience handling.• Understands the overall customer environment and utilization of VMware products.• Develop and apply Data Analytics to identify and mitigate support Gaps customer is Facing• Meets or exceeds customers’ expectations and builds good customer relationships through every engagement while having in-depth knowledge of all support tickets.• Proactively works cross-functionally to resolve customer issues/concerns attentive, and seeks to understand the customer’s point of view while educating the customer on best practices, and GSS Processes and providing recommendations.• With limited guidance, identify, define, and drive robust strategy and get well/improvement plans(where needed)• Partners with CXS teams to ensure a holistic customer approach to increase consumption of theservice• Provides pertinent feedback to SSM management, the rest of the GSS team, account teams, and thecustomer on issues.• Routinely anticipates customer issues and takes proactive action.• Understands the business impact of most situations and can communicate and act accordingly.• Ability to gauge situations and take informed decisions independently. Also, influence teammembers in making appropriate decisions Show less