Open to opportunities

akash vyas

@akashvyas

Message

I lead global technical support operations, automation, and customer experience improvement.

India

Message

What I'm looking for

I'm looking to lead global customer or technical support operations where I can improve customer experience, build high-performing teams, scale self-service and automation, and partner across functions to deliver measurable operational outcomes.

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

Work history, roles, and key accomplishments

Technical Support Manager

VMware, Inc.

Apr 2020 - Nov 2022 (2 years 7 months)

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%.

Salesforce Jira Intercom Support Operations Team Leadership Process Improvement Knowledge Management