Shilpa V.

Experience

1. Technical Support Supervisor

   Vmware

   Sep 2022 — Present · Bengaluru, IN

   Manage and develop technical support teams, including hiring, professional development, and proactive project work.• Interface with field, sales and service organizations and directly with customer base on critical escalations and call resolutions.• Design, develop and implement processes, systems, and technology to support and enhance the technical support function including workflow and incident management.• Develop and implement practices that measure the effectiveness and performance of the Technical Support Function.• Work with Engineering team to implement formal feedback mechanism of incidents, causes and resolutions.• Provide leadership and guidance to direct reports to ensure consistent administration of company’s policies and standards. Define and implement any corrective actions needed to meet operational performances.• Conduct regular one-on-ones with employees to review individual performance and offer on-going development and coaching.• Create a positive work environment though employee engagement, resolve employee relation issue in a professional and timely manner.• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs.

Education

• Lovely Professional University

  Bachelor of Technology - BTech

  2008 — 2012