Ramesh Mk

As a Remote Technical Consultant:

• Demonstrate knowledge of HP’s Printing Technology & Administer Software Solutions.
• Configure software solutions according to customer needs and work with the customer IT for technical sign-off in UAT and production environment.
• Implementation of both standard and custom technical solutions mainly for HP hosted cloud solutions.
• Work closely with MPS project managers and customer IT, primary focus on APAC region.
• Create, update/maintain technical documentations, customer manuals, user guides, account operational guides and asset management tools.
• Work on Change Management, Incident Management, Problem management, Request management etc following ITIL practices and frameworks.
• Experience in working with ITIL based tools like IT Service Manager and Service Now.
• Elevate unresolved and complex technical issues to Advanced technical support teams, solution vendors and work with them closely until issue resolution.
• Actively participate in Major incidents/outage calls, engaging with multiple technical teams to resolve the P1, P2 issues.
• Post resolution providing root cause analysis.
• Proactively assess the risks and vulnerabilities in the printer fleet and apply remediation's.
• Manage non reporting devices by monitoring data collection from the print fleet which ensures timely delivery of consumables.
• Implementing Sanity tests on customer server infrastructure.
• Printer and print server decommissioning.
• Ensuring SLA compliance for all reactive incidents.

Notable Projects as Remote Technical Consultant :

• AkzoNobel - Migrating printers from HPAC to HP Advanced print system.
• ASML – VPSX solution device migrations to region specific server.
• DXC – Migrating printers to Zero Trust wireless network along with HP Secure Print Insights Cloud Print Solution and implementing Cloud Data Collection Agents for MPS data collection.
• Regus – Installing HP Kiosk and PrinterOn Cloud Solution.
• Adidas - Installing Genius Bytes secure printing solution.
• Implementing pull printing solutions for major MPS customer like HP Inc, HPE, Garrett Motion, Hilti, Honeywell, Pearson, Resideo, Merck Group etc.

As a Team Lead :

• Assist team manager with new hire interviews, onboarding and training.
• Manage Bangalore RMC FME team of 16 members
• Assist team members to get access to MPS tools, CDAX, configure Genesys softphone, Card Time, etc
• Lead activities like print solution deployment projects, print server migrations projects, firmware upgrade scheduling, implementation and roll backs.
• Create and maintain project Dashboards and slide decks.
• Manage end to end new MPS global account onboarding tasks.
• Participate in testing HP MPS tools and provide feedback to developer and global teams.
• Participate in ISO audit calls along with HP Cybersecurity team.
• Post COVID assisted team to settle down with work from home, ensuring no business interruptions and help team with BCP activities.
• Conduct team meetings every day and ensure the global MPS RMS accounts are managed by designated FME’s.
• Assist team member setting up remote VPNs to customer network, acquire VMware workstation license from HP IT and set up virtual machines.
• Conduct performance reviews with customers, internal MPS teams and work on continuous process improvements.

• Support HP Thin Clients, Virtual Computing and Workstations.
• Troubleshooting Virtual computing solutions like Citrix, VMWare and Microsoft RDP on HP thin clients
• Manage and administer deployment of HP Thin Clients to various client locations remotely.
• Install and configure HP Device Manager server at the client location to manage the HP thin clients centrally.
• Install and configure Citrix XenApp and XenDesktop, VMware vSphere and View Connection Server, Microsoft RDS on Microsoft Server 2008(R2), 2012(R2) platforms as Proof of Concept for end user training for use with HP Thin Clients.
• Design automated tasks and templates on the HP Device Manager to refresh the operating system image, install add-ons, customize and configure the HP thin clients.
• Performance optimization of HP workstations as per customer application requirements.

• Ensure L1 agents from partners, provide appropriate technical solutions to HP customers across North America.
• Participate to Reduce Customer Dissatisfaction by closed case analysis.
• Contribute to special projects to ensure Rapid Detection and resolution.
• Supervise and approve hardware repairs and replacement.

• Provided technical support Dell Portables consumers.
• Resolution Specialist/SME, managing team of 32 members.