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akash vyas
Open to opportunitiesTechnical Support Manager
I lead global technical support operations, automation, and customer experience improvement.
IndiaTechnical Support Manager at VMware, Inc.
About
At VMware, I led 24x7 global technical support operations for VMware Cloud on AWS, managing teams of up to 30 professionals across ANZ, APJ, EMEA, and NASA.
I improved VMC on AWS chat response time from about 13 minutes to 2 minutes in two weeks, implemented an Intercom chatbot that enabled roughly 15% self-service resolution, and led a task force that reduced an aged Jira backlog by approximately 85% in one quarter.
Across VMware, Dell International Services, and E4E Business Solutions, I've built support teams, improved service operations, standardized knowledge practices, and partnered with Engineering, Sales, Customer Success, and global support leaders on CRM, portal, and process transformation.
Experience
Technical Support Manager
Led a 28-30 member global technical support operation for VMware Cloud on AWS, managing 24x7 follow-the-sun operations across ANZ, APJ, EMEA, and NASA. Drove operational performance improvements including reducing chat first response time from 13 to 2 minutes and reducing aged JIRA backlog by 85%.
SalesforceJiraIntercomSupport OperationsTeam LeadershipProcess ImprovementKnowledge Management
Education
Blessings Secondary School
Completed higher secondary education at Blessings Secondary School in India.