Shiva Kumar V
Subject Matter Expert (SME)
Bengaluru,KA
Summary
Accomplished Technical Solutions Consultant with over 10 years in enterprise infrastructure support and ITIL-based service management. Specializes in L3-level troubleshooting, escalation management, and root cause analysis. Collaborates effectively with engineering and product teams to enhance systems and drive successful business outcomes.
Overview
16
16
years of professional experience
1
1
Language
1
1
Certificate
Work History
Technical Solutions Consultant III
Hewlett Packard Enterprise (HPE)
2016.04 - Current
- Serve as Subject Matter Expert (SME) for HPE GreenLake Compute Ops Management and enterprise remote support solutions.
- Provide L3-level troubleshooting and advanced technical support for complex customer issues and critical escalations.
- Configure and manage HPE InfoSight, OneView Remote Support, and Insight Remote Support environments.
- Support enterprise storage platforms including 3PAR, StoreOnce, and SimpliVity.
- Perform Root Cause Analysis (RCA) and drive corrective and preventive actions for recurring issues.
- Led weekly stakeholder meetings with product management, development, engineering, and support teams to align on project goals.
- Collaborated with engineering and development teams to identify product enhancements based on customer feedback and streamline processes.
- Served as liaison between customers and engineering teams to facilitate effective issue resolution and optimize service delivery.
- Develop technical documentation, knowledge articles, troubleshooting guides, and operational reports.
- Deliver customer-facing technical consultations, presentations, and solution recommendations.
Specialist Tech Engineer
Mphasis HPTS
2015.04 - 2016.04
- Analyzed customer requirements to align technical services with business objectives, enhancing client satisfaction.
- Supported service delivery improvements by developing training materials and ensuring adherence to processes, leading to streamlined operations.
- Led cross-functional teams to enhance operational efficiency and streamline workflows.
- Developed and implemented process improvements resulting in increased service delivery speed.
- Mentored junior staff, fostering a culture of continuous learning and professional development.
Technical Support Executive
Hinduja Global Solutions
2013.04 - 2014.11
- Delivered technical support and resolved issues, consistently achieving SLA and KPI targets.
- Resolved technical issues for customers using troubleshooting software and diagnostic tools.
- Provided guidance to clients on product features and software usage to enhance user experience.
- Collaborated with cross-functional teams to streamline support processes and improve service delivery.
Apprentice Trainee
Hindustan Aeronautics Limited
2010.12 - 2011.12
- Conducted testing, inspection, maintenance, and quality compliance activities to ensure standards were met.
- Operated precision tools for aircraft component assembly, adhering to safety protocols.
- Assisted senior technicians in troubleshooting and repairing mechanical systems.
- Conducted routine inspections of equipment to ensure operational efficiency and compliance.
Education
Bachelor of Engineering - Electrical & Electronics Engineering
University Visvesvaraya College of Engineering
BengaluruDiploma - Electrical & Electronics Engineering
RJS Polytechnic
BengaluruSkills
Technical Consulting, Subject Matter Expert (SME), L3 Troubleshooting, Escalation Management, Root Cause Analysis, HPE GreenLake Compute Ops Management, HPE InfoSight, OneView Remote Support, Insight Remote Support, 3PAR, StoreOnce, SimpliVity, Customer Success, Incident Management, Problem Management, SAP Basis, VMware, Linux, AWS Cloud Fundamentals, ITIL v4, Stakeholder Management, Product Development Collaboration, Knowledge Management, Training & Mentoring
Cloud Infrastructure Management
Timeline
Technical Solutions Consultant III
Hewlett Packard Enterprise (HPE)
2016.04 - Current
Specialist Tech Engineer
Mphasis HPTS
2015.04 - 2016.04
Technical Support Executive
Hinduja Global Solutions
2013.04 - 2014.11
Apprentice Trainee
Hindustan Aeronautics Limited
2010.12 - 2011.12
Diploma - Electrical & Electronics Engineering
RJS Polytechnic
Bachelor of Engineering - Electrical & Electronics Engineering
University Visvesvaraya College of Engineering
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Received Engineer of the Quarter award 15 times between FY2023 and FY2026.
- Awarded Engineer of the Quarter in all four quarters of FY2023, FY2024, and FY2025, and three quarters of FY2026 to date.
- Recognized for excellence in customer satisfaction, technical leadership, complex issue resolution, and operational performance.
Certification
AWS Cloud Practitioner Essentials, ITIL v4 Foundation, SAP Basis Administration, VMware Administration
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Languages
English
Bilingual or Proficient (C2)
Kannada
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Telugu
Intermediate (B1)