Deeksha Shetty
Dubai
Summary
IT professional with extensive experience at Hewlett Packard Enterprise, successfully leading automation initiatives that decreased case volume by over 90%. Expertise in HPE storage products and customer service, with a strong focus on cross-team collaboration and enhancing process efficiency. Proven ability to align technical outcomes with business objectives, driving measurable results.
Overview
11
11
years of professional experience
Work History
Project Manager – Automation Projects
Hewlett Packard Enterprise
01.2025 - Current
- Leading automation-focused projects, collaborating with development teams to identify tasks that can be automated, improving efficiency and reducing manual work.
- Coordinating with stakeholders to define requirements, prioritize deliverables, and ensure timely project execution.
- Supporting logic design and workflows for automation initiatives to enhance service delivery.
- Driving cross-team collaboration and ensuring alignment between technical outcomes and business goals.
Team Lead- SME
Hewlett Packard Enterprise
01.2019 - 01.2024
- Managed a global team of 20 engineers, focusing on storage administration, escalation handling, and customer experience.
- Provided technical leadership in SAN Administration, HP 3PAR storage systems, Primera, MSA, StoreVirtual, and Alletra.
- Collaborated with automation (PEAK) teams, reducing case volume from 7000/month to ~600/month by eliminating false alarms and proactive monitoring.
- Conducted RCA and CAPA for escalations, ensuring process gaps were addressed.
- Trained and mentored engineers, improving operational efficiency and technical expertise.
- Delivered end-to-end customer service by coordinating with L2/L3 teams, RTCC, supply chain, and field engineers.
- Implemented SAN fabric design, RAID, replication, and disaster recovery solutions.
Technical Consultant
Hewlett Packard Enterprise
01.2017 - 01.2019
- Delivered remote hardware/software support for HPE 3PAR mission-critical customers, field engineers, and resellers.
- Performed diagnostic log analysis, real-time system reviews, and incident resolution via phone, email, and remote tools (HPE MyRoom, Zoom, MS Teams).
- Supported VMware, Linux, and Windows hosts integrated with SAN storage.
- Managed critical escalations and engaged with engineering/product development for defect analysis and fixes.
- Partnered with Sales Pursuit teams to identify opportunities and proactively helped customers prevent recurring issues.
IT Helpdesk Analyst
British Telecommunications
Bangalore
01.2015 - 01.2017
- Provided L1 IT support for hardware, software, network connectivity, and peripherals.
- Assisted in system upgrades, installations, and troubleshooting for Microsoft Office and enterprise applications.
- Delivered remote and on-site support while ensuring SLA adherence.
- Documented technical procedures and trained end-users on IT systems.
Education
MBA -
Deakin Business School
AustraliaPG - Management
IMT Ghaziabad
GhaziabadBE - Electronics & Communication
Visvesvaraya Technological University
Skills
- HPE storage products and SAN administration
- Customer service and escalation management
- Effective communication and collaboration
- Customer conversion and TCE management
- HP 3PAR CLI expertise
- Adaptive optimization techniques
- VMware vSphere proficiency
- Linux operating systems
- Windows environments
- Brocade SAN switches knowledge
- RDA tools proficiency
- Putty usage skills
- HPE Infosight analytics
- Salesforce CRM expertise
- Genesys platform experience
- ITIL framework understanding
- Automation project collaboration strategies
- Process efficiency improvements
Accomplishments
- Developed PEAK signatures for proactive resolution of future issues.
- Reduced global case volume from 7000+ per month to ~300 by collaborating with automation and L3 teams.
- Supervised and trained a team of 20 members, improving knowledge sharing and efficiency.
- Led automation initiatives to reduce manual work and improve process efficiency.
Languages
- English, Advanced
- Hindi, Advanced
Awards Recognition
- HPE Annual Award for Exemplary Leadership – 2020
- Pillar of Strength Award – 2022
- Top Performer SME Award – 2023
- HPE Level 2 Cash Award for 'Act' value contribution
- Extra Miler Award – 2021
- Received Star Point Recognition from DACH, Sofia, and Tunis Teams for delivering impactful training sessions that enhanced technical capability and process efficiency across regions.
Timeline
Project Manager – Automation Projects
Hewlett Packard Enterprise
01.2025 - Current
Team Lead- SME
Hewlett Packard Enterprise
01.2019 - 01.2024
Technical Consultant
Hewlett Packard Enterprise
01.2017 - 01.2019
IT Helpdesk Analyst
British Telecommunications
01.2015 - 01.2017
MBA -
Deakin Business School
PG - Management
IMT Ghaziabad
BE - Electronics & Communication
Visvesvaraya Technological University