Rashma R Naik
Bengaluru
Summary
Synergy Product Expert at HPE, with strong analytical and problem-solving skills. Experienced in troubleshooting complex issues, mentoring teams, and supporting operational efficiency. Skilled in communication and collaboration, with a focus on delivering effective solutions, and ensuring customer satisfaction in fast-paced, technology-driven environments.
Overview
9
9
years of professional experience
Work History
Synergy Product Expert
HPE (Primus Global technologies Pvt Ltd)
Bengaluru
07.2022 - Current
- Delivered round-the-clock technical support primarily through calls and then email for our global customers.
- Configured and managed HPE Synergy 12000 frames, Virtual Connect modules, D3940 storage, and OneView for seamless cloud and infrastructure integration.
- Interacted with vendors and sales in order to determine better hardware for their current setup.
- Served as a key member of the Escalation Matrix team, taking ownership of critical and high-priority cases.
- Applied advanced troubleshooting techniques, streamlined processes, and prevented potential revenue loss.
- Isolated and resolved product issues at the hardware/software level by replicating customer environments in lab settings when needed.
- Orchestrated root cause analysis on complex technical issues, ensuring permanent resolution, and process improvement.
- Collaborated cross-functionally to devise innovative solutions, reducing product downtime, and increasing CSAT.
- Assisted Field Engineers remotely during hardware replacements, ensuring successful implementation without on-site escalation.
- Ensured timely resolution of critical issues, minimal business impact, adherence to SLAs, and consistently exceeded performance metrics, CSAT.
Sr. SME, Operations
Concentrix Daksh Pvt Ltd.
Bengaluru
11.2019 - 03.2022
- I worked for HostGator, a leading web hosting and domain provider, to understand their products and deliver support to customers. Further, troubleshoot errors on live websites built with WordPress and Weebly. Also, fix the HTTP status errors on the website.
- As an SME, I offer hands-on support and coaching to agents, driving team metrics, and ensuring smooth operations, efficiency, and driving overall team performance.
- Mentored team members by sharing best practices, ensuring consistent achievement of service-level objectives, and smooth operational flow.
- Handled live production calls and real-time chats with customers, delivering prompt and accurate technical assistance.
- Consistently delivered high-quality resolutions, exceeding expectations in issue handling, customer satisfaction, and support delivery.
Service Desk Engineer
Dell Technologies Pvt Ltd.
Bengaluru
03.2019 - 10.2019
Technical Trainee
Diya Systems Pvt Ltd.
Mangaluru
01.2017 - 11.2017
Education
B.E - ENC
N.M.A.M Institute of Technology
NITTE01.2016
Skills
- Analytical skills and problem-solving
- Adaptability and professional growth
- Effective communication
- Positive mindset for feedback
Accomplishments
- Purple cap winner in the company IPL match for technical proficiency 2023-24
- Awarded the CSAT Maker for Q1 2025
Timeline
Synergy Product Expert
HPE (Primus Global technologies Pvt Ltd)
07.2022 - Current
Sr. SME, Operations
Concentrix Daksh Pvt Ltd.
11.2019 - 03.2022
Service Desk Engineer
Dell Technologies Pvt Ltd.
03.2019 - 10.2019
Technical Trainee
Diya Systems Pvt Ltd.
01.2017 - 11.2017
B.E - ENC
N.M.A.M Institute of Technology
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