Crochet, Knitting, Doodling, Painting
Kavitha R
Technical Solution Consultant
Bangalore
Summary
Proactive and goal-oriented IT professional with over 12 years of diverse experience in the Information Technology and ITES industry, including 5+ years of specialized expertise in enterprise server configuration and troubleshooting for HPE customers. Proven ability to deliver precise, timely solutions under pressure, aligning with organizational standards and service-level expectations.
Skilled in customer relationship management, escalation handling, and cross-functional collaboration, with a strong foundation in system integration and support. Known for analytical thinking, effective communication, and strategic problem-solving to resolve complex technical issues and drive operational excellence.
Recognized for adaptability in dynamic environments, commitment to quality service delivery, and consistent focus on customer satisfaction and long-term success.
Overview
12
12
years of professional experience
4024
4024
years of post-secondary education
3
3
Languages
Work History
Technical Solutions Consultant
Hewlett Packard Enterprise Global Soft Pvt Ltd.
03.2025 - Current
- Collaborated with Trainers and Subject Matter Experts (SMEs) to assess training needs and develop customized learning solutions tailored to team requirements.
- Facilitated hands-on training sessions for intern batches, providing technical guidance and compute support to enhance learning effectiveness.
- Evaluated the impact of training programs through participant feedback and performance metrics, implementing continuous improvements to optimize learning outcomes.
- Acted as a technical resource for trainers, addressing technical queries and offering ongoing support throughout the training lifecycle.
- Curated and organized learning content by reviewing and consolidating learning tracks from Techadmy, ensuring centralized and streamlined access to training materials.
- Supported the creation and management of training track accounts, categorized by technology domain for efficient learner navigation.
- Identified and reported platform-related issues in Techadmy and LMS, contributing to the development of a more robust and effective learning ecosystem.
Technical Support Engineer
Hewlett Packard Enterprise Global Soft Pvt Ltd.
02.2017 - 02.2025
- Provided technical support for enterprise-level software, troubleshooting complex issues and ensuring timely resolution to enhance user satisfaction and system performance.
- Involved in troubleshooting hardware and component replacement, installation, and repair works.
- Analyzing the hardware related logs. Providing the resolution within given SLA for ML, DL, Blade Enclosures (C7000 and C3000) to Data Center care Customers
- Conducted root cause analysis for recurring technical problems, implementing solutions that improved system stability and reduced support tickets by streamlining processes.
- Collaborated with cross-functional teams to deploy firmware updates, ensuring minimal disruption to client operations during rollouts.
- Mentored junior technical support staff, sharing best practices in customer service and problem-solving techniques to foster a culture of continuous learning within the team.
- Analyzed customer feedback and support trends to identify areas for product enhancement, collaborating closely with engineering teams on feature requests based on user needs.
- Managed escalated support cases with urgency, facilitating communication between clients and technical teams to ensure swift resolutions while upholding company service standards.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Led training sessions for new staff to ensure high-quality technical support standards across team.
- Aid field engineers and partners
- Coordinate onsite service schedules with customer and partners and processes field service requests.
- Creating partitions with RAID levels (RAID0, RAID1 and RAID5).
- Patching up servers and updating firm-wares and device drivers
- Use trace analysis to analyze problems and develop solutions to meet customer needs.
- Advanced proficiency with case management databases and tools (OPT &SFDC)
- Drive DA Analysis for the team by interpreting and analyzing the Cases that took longer resolution time and multiple part replacements
- Share feedback with Analysis to reduce multiple part replacement, plan of action and assist for faster resolution
- Assist with Process documentation
- Recognized as a significant contributor of the team
- Top Performer: Q3 2016
- Top Performer: Q2 2020
- Top Performer: Q3 2022
- Maximum contributor for One-Lead for year - 2017
- Handled process training for the team for Google account
Technical Support Engineer
Mphasis & TeK Systems
07.2013 - 02.2017
- Monitored and triaged technical incidents reported by customers through multiple channels (Phone, Web, Machine-generated alerts) using Salesforce Service Cloud.
- Provided first-level technical support and collaborated with engineering teams to drive timely issue resolution, ensuring compliance with SLA targets.
- Maintained high customer satisfaction by proactively managing communication and updates throughout the support lifecycle.
- Coordinated with the onsite support team to assign Field Engineers, tracked progress, and ensured closure of field service requests.
- Contributed to continuous improvement of support processes through feedback and cross-functional collaboration.
- Conducted post-resolution follow-up calls with customers to confirm issue resolution, gathered feedback, and communicated it to the relevant teams for closure confirmation and TCO (Total Customer Ownership) feedback integration.
- Contributed to continuous improvement efforts by providing insights from customer interactions to enhance service quality and support processes.
Education
B.E - Medical Electronics
M S Ramaiah Institute of Technology
Diploma - Electronics & Communications
JSS Polytechnic For Women
SSLC - undefined
St. Josephs Convent Girls High School
Personal Information
- Date of Birth: 10/02/88
- Nationality: Indian
- Marital Status: Married
Additional Information
E Servers Hardware: HPE ProLiant – ML, DL, Blade C-Class Enclosures & Apollo Servers
E Packages: Microsoft Office Suite – (Word/Excel/PowerPoint)
Interests
Timeline
Technical Solutions Consultant
Hewlett Packard Enterprise Global Soft Pvt Ltd.
03.2025 - Current
Technical Support Engineer
Hewlett Packard Enterprise Global Soft Pvt Ltd.
02.2017 - 02.2025
Technical Support Engineer
Mphasis & TeK Systems
07.2013 - 02.2017
SSLC - undefined
St. Josephs Convent Girls High School
B.E - Medical Electronics
M S Ramaiah Institute of Technology
Diploma - Electronics & Communications
JSS Polytechnic For Women
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