Rohan Kumar
Bengaluru
Summary
Dynamic leader with a proven track record at Hewlett Packard Enterprise, excelling in complex problem resolution and customer satisfaction. Expert in HPE ProLiant servers and VMware virtualization, with exceptional client support skills. Certified in ITIL v4, adept at driving systematic improvements and fostering strong customer relationships.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Team Lead - Greenlake Platform
Hewlett Packard Enterprise
03.2021 - Current
- Facilitated and lead the resolution of complex problems by understanding the technical problem and level of impact on the customer's business.
- Been the focal point for Escalations liaising between the customer and HPE internal teams. Experience on Cloud Based SaaS/PaaS customer management.
- Acted as the customer advocate and liaison to drive E2E customer satisfaction for HPE Greenlake as-a-service(aaS) offering to provide Cloud as a Service to enterprise Clients.
Worked across the length and breadth of Green Lake platform support teams to drive process improvements findings from the customer escalations. - Ensured the highest levels of customer satisfaction by proactively delivering information about Outages/escalation at a frequency that matches the situation's urgency.
Documented Post incident review (PIR) for escalations & close looped on corrective action with the GL Platform support teams. - Driven Problem Prevention - Identified systematic transformation, created Systematic Improvement plans, and tracked and reported outcomes.
- Understood how to analyze and correlate technical data related to incidents,
problems, changes, and other aspects of GreenLake Platform Support - Responsible to bring order, structure, and focused management attention to the customer's problems to gain complete consumer satisfaction.
- Exceptional customer handling skills, Process knowledge & proven track record in the resolution process and collaboration.
Proactive and Foundation Care Server Support
Hewlett Packard Enterprise
01.2018 - 03.2021
- Responsible for the resolution of software/ hardware issues in relation to HPE ProLiant Server products for Proactive Care portfolio customers.
- Provided exceptional support remotely to HPE customers, Customer engineers, HPE account managers, and Escalation contacts.
- Ability to debug and troubleshoot complex software and hardware issues on the server in customers environment.
- Coordinate, liaise, and collaborate with the field, HPE GSR teams, RTCC, program teams, etc. to build an effective end-to-end delivery ensuring complete problem resolution.
Education
Bachelor of Technology -
NITMAS
Kolkata, India07-2014
High School Diploma -
Rose Public School
Darbhanga07-2009
Skills
- Certified in ITIL v4 Framework
- Fundamental Understanding of Project Management Methodologies
- Understanding of ITIL and ITSM
- Experience with Salesforce and Jira
- Effective Client Support Skills
- Expertise in HPE ProLiant and Blade Servers
- VMware Virtualization Expertise
- Effective Written Communication
- Critical Thinking
Certification
- ITILv4 ® Foundation Certified in IT Service Management
- Vmware Vsphere certification
- AWS basics training
- Completed 36 hours of training for PMP & CAPM. Aspiring for
certification.
Languages
English
Hindi
Accomplishments
- Awarded the HPE GSR employee of the month H2 FY24 Recognition.
Timeline
Team Lead - Greenlake Platform
Hewlett Packard Enterprise
03.2021 - Current
Proactive and Foundation Care Server Support
Hewlett Packard Enterprise
01.2018 - 03.2021
Bachelor of Technology -
NITMAS
High School Diploma -
Rose Public School
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