Rohan Kumar
Bengaluru
Summary
An accomplished IT infrastructure and service management professional with over 9 years of experience, specializing in customer experience, people management, and account management. With a foundation in technical skills including virtualization, cloud concepts, and networking, complemented by a strategic focus on customer-first agendas, effective leadership, and process optimization. Highly proficient in tools like Salesforce and JIRA, and recognized for enhancing customer satisfaction and retention through innovative solutions and collaborative, cross-functional efforts.
Overview
11
11
years of professional experience
Work History
OPERATIONS DELIVERY LEAD (GREENLAKE PRIVATE CLOUD)
Hewlett Packard Enterprise
Bengaluru
12.2022 - Current
- Led a diverse team of over 25 members, including subject matter experts (SMEs), engineers, and QA personnel, at Hewlett Packard Enterprise, Bengaluru, Karnataka, since March 2022, enhancing quality scores and total customer experience (TCE) survey outcomes by 30% through effective management and leadership.
- Engaged in GreenLake Platform project, focusing on private and hybrid cloud solutions.
- Resolved technical issues related to cloud infrastructure efficiently and promptly.
- Collaborated with developers for successful application deployment on cloud infrastructure.
- Executed comprehensive troubleshooting, root cause analysis, and corrective measures for cloud-native systems, significantly improving system reliability, performance, and SLA.
- Spearheaded technical and process training for team members, overseeing staff scheduling, workload distribution, performance evaluations, and the recruitment and Onboarding process to build a high-performing team
Escalation Lead
Hewlett Packard Enterprise
Bangalore
03.2022 - 12.2022
- Developed and implemented strategies to improve customer experience.
- Assessed current operations and recommended changes for improved efficiency in resolving customer complaints.
- Developed an action plan based on analysis of data from past escalations, outlining steps needed to prevent similar issues in the future.
- Implemented comprehensive training, coaching, and mentoring programs to significantly increase team productivity, and enhance technical capabilities.
Server Administrator
Hewlett Packard Enterprise
Bangalore
01.2021 - 03.2022
- Deployed virtual machines using VMware vSphere technology.
- Installed, configured, and maintained server hardware and software.
- Developed disaster recovery plans in case of system failure or data loss.
- Implemented RAID technology to enhance data redundancy and system performance.
Server Administrator
Unisys India Pvt. Ltd.
Bangalore
05.2016 - 12.2017
- Designed and implemented virtualization strategies, maximizing hardware utilization while reducing costs associated with physical infrastructure expansion.
- Ensured data security through the implementation of robust access controls and regular vulnerability assessments.
- Maintained accurate asset inventory records for servers, networking equipment, and licenses tracking purposes.
- Enhanced server performance by optimizing configurations, and implementing regular updates.
- Collaborated with cross-functional teams to identify infrastructure needs for new projects result in the seamless integration of new technologies.
Technical Support Associate
Infosys Technologies
Bangalore
02.2015 - 04.2016
- Responsible for providing the first line of technical support and installation of broadband in the EMEA region over the telephone/chat for hardware, systems, sub-systems, and applications for customers. Offered remote support for cloud-based and web-based clients via phone, email, and chat.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Education
Bachelor of Science - Information Technology
West Bengal University of Technology
West Bengal06-2014
Senior Secondary School -
Rose Public School
06-2009
High School -
Rose Public School
06-2007
Skills
- Cloud infrastructure
- HTML
- Javascript
- Python
- AWS Cloud Practitioner
- Server administrator
- Virtualization & RAID technologies
- Incident management
- Backup technologies & Storage Concept
- Networking Concepts TCP/IP, SSL/TLS
- SSO-SAML configuration, DNS, and DHCP
- Salesforce, JIRA
- Hardware break fix - server Blade, DL, ML, SL, XL
- IAM and fundamentals of cloud concepts (Azure, AWS, GreenLake)
Affiliations
- Table Tennis
- Badminton
Languages
English
First Language
Hindi
Beginner
A1
Timeline
OPERATIONS DELIVERY LEAD (GREENLAKE PRIVATE CLOUD)
Hewlett Packard Enterprise
12.2022 - Current
Escalation Lead
Hewlett Packard Enterprise
03.2022 - 12.2022
Server Administrator
Hewlett Packard Enterprise
01.2021 - 03.2022
Server Administrator
Unisys India Pvt. Ltd.
05.2016 - 12.2017
Technical Support Associate
Infosys Technologies
02.2015 - 04.2016
Bachelor of Science - Information Technology
West Bengal University of Technology
Senior Secondary School -
Rose Public School
High School -
Rose Public School
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